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Posts: 1
Registered: ‎06-13-2019

Price Match Guarantee Complaint

[ Edited ]

My issue is regarding the price match guarantee for products purchased from BestBuy, but only during the return period. I requested a price adjustment on a BestBuy purchase 6 days past the end of my return period for a BestBuy website price reduction. I spoke with Gregory, a customer service phone agent, who informed me if I’d been within a few days he could honor it, but being 6 days he could not. I then spoke to Bryan (Supervisor ID {removed per forum guidelines}) who said that I was misinformed, any time after the return period an exception cannot be made and apologized for the misinformation the agent gave me. He declined to allow me to speak with his supervisor as it was after business hours, even though I called during the hours of customer service operation.


I further investigated the issue using the price match guarantee chat online and inquired about my order and the situation. The chat service agent, Marilou, was very kind and looked into the issue with her lead. Unfortunately, I was informed that they only had 5 days exceeding the return period to offer a price adjustment, and I was at 6 days. During the time it took for her to look into my issue I discovered that my credit card has price protection and covers purchases for up to 120 days. While this was a relief and the assistance received from the chat service agent made me feel sated with the situation, this experience has lost BestBuy a long term customer.


As Bryan the supervisor felt inclined to informed me, it was my choice to shop at other retailers other than BestBuy and even though an agent misinformed me that exceptions could be made to the policy, he assured me he was giving me correct information. Information that I found not to be true with the assistance of one of your chat service agents, Marilou and the aid of her lead. This saddens me as a customer of BestBuy through the years as it really shows me how degraded and inconsistent customer service is becoming when the traditional stores are facing larger retail giants who make their customers feel more valued and able to help than I’ve seen with this situation.


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Re: Price Match Guarantee Complaint



Welcome to our community. Best Buy's Price Match Guarantee is a terrific way to ensure you get the best possible price for the essential products you need every day. I was happy to hear that you hoped to avail yourself of this offering. I was less delighted to hear that you received so much conflicting information regarding price matches at Best Buy from both our chat and telephone agents. I apologize for our having disappointed you.


Of the people with whom you worked, only Bryan was correct. Outside of the return period, Best Buy is unable to offer a price match. As stated in our Price Match Guarantee:


If we lower our in-store or online price during the return and exchange period, we will match our lower price, upon request.


While I understand how you might come to the decision, I am certainly unhappy to hear that this experience may influence your choice of Best Buy as a future shopping destination. It is my hope that you will give us a new opportunity one day soon to renew your faith in us.


Please know I am grateful you wrote to us and for your feedback on this experience. Best Buy cannot hope to improve in meaningful ways without the input of our valued customers.

John|Social Media Specialist | Best Buy® Corporate
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