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New Member
Posts: 3
Registered: ‎01-18-2023

Lied to, disrespected, time wasted.

[ Edited ]
On January 16th, I found a listing for an item I wanted to purchase. This item was $29.99 at Best Buy, but only $19.99 on Amazon. I started a chat with Best Buy support to price match the item. After the associate was able to confirm the item was eligible for a price match, the chat application crashed. I connected with another associate who confirmed, again, that the item was eligible. As we were finalizing the sale the chat application crashed again. For a third time I connected with an associate. But this associate tells me that the item is ineligible. When I tell them "two other associates just told me it's eligible", the associate tells me they must have lied.
 
Lying to customers is totally unacceptable. I asked to speak with a supervisor. The associate transferred me, but instead of addressing my concerns about being lied to the supervisor just doubled-down that the item I was trying to price match was ineligible. I told them that I was moreso upset about being misled by Best Buy support than the simple price match. Without being told I was transferred again and again. I had no idea who I eventually ended up speaking with. Typically it is courteous to tell a customer "I am transferring you" rather than just silently toss them to someone else. It made me feel like I was just a problem being passed around, and not a human being asking for help.
 
Getting transferred against my will
Eventually I was transferred to a very belligerent and rude associate. They did not acknowledge my problem at all. I was told, again, that the item is ineligible because it was not shipped or sold by Amazon. Here is a screenshot of the Amazon listing:
 
Amazon Listing
 
 
I had enough. I made up my mind at that point to make this formal complaint, and wanted to ensure I had a transcript of the conversation. I also wanted the names of the employees who treated me so poorly. The supervisor refused to answer my question and instead transferred me without my consent AGAIN.
ignored question
 
When the new associate responded, they completely ignored me.
 
ignored again


It was at this point the chat application crashed AGAIN. I waited hours and did not receive the transcript I was promised. So I started another chat with support, hoping they could send me the transcript. AGAIN, I was ignored.

 

{removed per forum guidelines}

 



This was by far the most unpleasant shopping experience I've ever had. I just wanted a simple price match to save $10 and Best Buy took an hour of my time, disrespected me, lied to me, ignored me. I'm a I have half a mind to post all this on Reddit/Twitter. Please let me know how Best Buy plans to make this right.
Posts: 179
Topics: 3
Kudos: 32
Solutions: 16
Registered: ‎11-24-2021

Re: Lied to, disrespected, time wasted.

Hi, doog1e,

 

Welcome to the Best Buy Forums!

 

I would also be frustrated with the amount of miscommunication there has been throughout this experience. From the screenshot you have posted it would appear that the PAC-MAN game does qualify for our Price Match Guarantee! I would like to be sure that this is all properly documented for you, as well as process the price match on the game. Can you send a Private Message with the information below so that I can look up your My Best Buy account, and get the order setup for you? You should be able to send a Private Message by clicking the button to the right of my signature below.

 

  • Name
  • E-mail Address
  • Phone Number
Josh|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎01-18-2023

Re: Lied to, disrespected, time wasted.

Josh,

I have no interest in price matching this item anymore. That's not the point. The point is I was treated so poorly by Best Buy Consumer Care associates. What steps will Best Buy take to prevent this from happening in the future? Will there be consequences for the associates who treated me so poorly? Will Best Buy compensate me for my wasted time and energy?
Posts: 179
Topics: 3
Kudos: 32
Solutions: 16
Registered: ‎11-24-2021

Re: Lied to, disrespected, time wasted.

My first priority is to get all of this properly documented for you, doog1e, I just wanted to make sure that we matched the price if you still wanted the game. If you could send a Private Message with the information requested above I will be able to look into the chats, and gather all of the pertinent information!

Josh|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Valued Expert
Posts: 8,648
Registered: ‎02-25-2013

Re: Lied to, disrespected, time wasted.

Your post indicates it ships in 2 to 5 weeks. 

 

Price match is for in stock items

 

Actually it also goes against another policy.

 

  • Products shipped from or sold by third-party sellers on websites.

This game  is being sold by BANDAI NAMCO, acccoring to your post.  Not being sold by Amazon. 

I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
New Member
Posts: 3
Registered: ‎01-18-2023

Re: Lied to, disrespected, time wasted.


@bobberuchi wrote:

Your post indicates it ships in 2 to 5 weeks. 

 

Price match is for in stock items

 

Actually it also goes against another policy.

 

  • Products shipped from or sold by third-party sellers on websites.

This game  is being sold by BANDAI NAMCO, acccoring to your post.  Not being sold by Amazon. 


The item was in stock - in fact, it's arriving today.

 

If you look at the screenshot you'll see the item is shipped and sold by Amazon. I even circled it.

I was also told by multiple Best Buy employees - including Josh, in this thread - that the item is eligible.

Best Buy Employee
Posts: 2,639
Registered: ‎01-09-2015

Re: Lied to, disrespected, time wasted.

I’m seeing the same thing as bobberuchi, I’m not sure if your photos are a collage or something else but the photo that shows shipped and sold by Amazon specifically lists Feb 8-9 as the delivery date as well as a banner that says “usually ships within 2 to 5 weeks”. When validating price matches, this is all we would have to go off of and while it may have changed after these screenshots were made the policy states that we only match in stock and readily available merchandise. Based on the screenshot, and applying the price match policy it would not qualify. That policy is published online here: https://www.bestbuy.com/site/help-topics/price-match-guarantee/pcmcat290300050002.c?id=pcmcat2903000...

With that said, a leader in any store or Josh as a corporate employee may make an exception to that rule. If they choose to do so, they should handle the adjustment themselves.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***