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New Member
Posts: 2
Registered: ‎08-26-2021

Price match not honored

[ Edited ]

I placed an order on 8/17 with a chat agent who processed my price match; however, the price match did not go through and I am being charged full price. I brought up my issue with a chat agent who told me to dial the corporate number; I dialed the corporate number and was then redirected back to the chat agent, then the chat agent redirected me to go in store, and the in store associates told me to dial corporate. Of all of my interactions with the customer support associates, none of them was able to assist my situation. The associates would go into my account and browse my purchase history and find no traces (even the chat transcript) or evidence of the price match or a pending refund on the order. I need the refund processed ASAP. Here is the transcript I had when I placed the order:

Interaction ID: {removed per forum guidelines}


ChatBot (21:56:10 GMT) : Beginning of a non-XXX bots history message(s).

ChatBot (21:56:10 GMT) : XXX-08-17T21:55:29.XXX-00:00USER: BOT:Hi, I am your automated Agent. Select an option or type your question below.
ChatBot (21:56:10 GMT) : XXX-08-17T21:55:32.XXX-00:00USER: Shopping for a ComputerBOT:We know it's nice to be able to talk to someone when buying a computer.
ChatBot (21:56:10 GMT) : XXX-08-17T21:55:47.XXX-00:00USER: price matchBOT:I'm happy to help you out with a price match.Do you want to match the price of a product you already ordered or one you are shopping for?
ChatBot (21:56:11 GMT) : XXX-08-17T21:55:51.XXX-00:00USER: Product I'm shopping forBOT:Have you seen the exact same product online for a lower price? In order to match the price, the products need to be the same brand, model number, and color.
ChatBot (21:56:11 GMT) : XXX-08-17T21:55:53.XXX-00:00USER: YesBOT:Which company is selling the product at a lower price?
ChatBot (21:56:11 GMT) : XXX-08-17T21:55:57.XXX-00:00USER: amazonBOT:I'd like to connect you with a person who can confirm if you are eligible for a price match. Please let me know what type of product are you shopping for so I can connect you to the right agent.
ChatBot (21:56:11 GMT) : XXX-08-17T21:56:06.XXX-00:00USER: ComputerBOT:Waiting for an agentWe are connecting you with the next available agent.
ChatBot (21:56:12 GMT) : XXX-08-17T21:56:06.XXX-00:00USER: ComputerBOT:Waiting for an agentWe are connecting you with the next available agent.
Andrae {removed per forum guidelines}(21:56:18 GMT) : Thank you for choosing Best Buy, my name is Andrae {removed per forum guidelines}. How may I assist you today?
Andrae {removed per forum guidelines}(21:56:44 GMT) : Hi good afternoon! Nice to have you on chat today.
Visitor (21:56:59 GMT) : Hi Andrae! I would like to know if you could price match something for me to day.
Andrae {removed per forum guidelines}(21:57:28 GMT) : I’ll be happy to check if the item is eligible for price matching. If it is, I can definitely help you complete your online purchase and get the lower price.
Andrae {removed per forum guidelines}(21:57:41 GMT) : May I please have the SKU or model number of the product you are interested in? They can be found under the product description.
Visitor (21:58:05 GMT) : Sure. The SKU is 6350572.
Andrae {removed per forum guidelines}(21:58:24 GMT) : Thank you for the  confirmation Smiley Happy
Andrae {removed per forum guidelines}(21:58:32 GMT) : Meanwhile I check, May I know how's your day been so far?
Visitor (21:59:15 GMT) : It's been wonderful. I just came back from my jog.
Andrae {removed per forum guidelines}(21:59:34 GMT) : May I have the compitaertor website link please ?
Visitor (21:59:57 GMT) : Sure, it's from Amazon: {removed per forum guidelines}
Andrae {removed per forum guidelines} (22:00:28 GMT) : I hope your rest of the day goes well Smiley Happy
Andrae {removed per forum guidelines}(22:00:50 GMT) : Everyday I login with a motive to help and bring smile in every single cx face who reaches me .
Andrae {removed per forum guidelines}(22:01:09 GMT) : I've a wonderful news for you. The item is eligible for price match/ adjustment.
Andrae {removed per forum guidelines}(22:01:47 GMT) : Could you please place the order and provide the order number to me then after I will provide the refund amount to you Smiley Happy
Andrae {removed per forum guidelines}(22:02:07 GMT) : Please open the new tab and place the order Smiley Happy
Visitor (22:02:53 GMT) : Is there a link I'm supposed to open?
Andrae {removed per forum guidelines}(22:03:25 GMT) : Could you please place the order and provide the order number to me then after I will provide the refund amount to you Smiley Happy
Visitor (22:04:22 GMT) : Oh, I see. I understand. And is it possible to price adjust 2 of them?
Andrae {removed per forum guidelines}(22:04:49 GMT) : Yes you can do this no worries about that Smiley Happy
Andrae {removed per forum guidelines}(22:04:58 GMT) : Please open the new tab and place the order Smiley Happy
Visitor (22:05:27 GMT) : Got it. I will need a few minutes. Thank you very much!
Andrae {removed per forum guidelines}(22:05:42 GMT) : Sure take your time Smiley Happy
Andrae {removed per forum guidelines}(22:05:52 GMT) : Once you done pleas elet me knwo Smiley Happy
Visitor (22:08:35 GMT) : Thank you for your patience. I finished the transaction and the order number is: #BBYXXXX-XXXX-XXXX-XXXX
Andrae {removed per forum guidelines}(22:09:18 GMT) : You are great Smiley Happy
Andrae {removed per forum guidelines}(22:09:44 GMT) : Please allow me 1 minutes , I'll go ahead and issue the refund including taxes. 

Visitor (22:10:20 GMT) : Take your time. Thank very much!
Andrae {removed per forum guidelines}(22:10:51 GMT) : I appreciate your patience Smiley Happy
Andrae {removed per forum guidelines}(22:10:53 GMT) : I have successfully initiated the refund for this order, you shall recieve an email confirmation within 24hrs. please do chekc spam and junk folder
Andrae {removed per forum guidelines}(22:11:00 GMT) : Refund will be issued to the original mode of payment used on this order within one billing cycle.
Andrae {removed per forum guidelines}(22:11:25 GMT) : Is there anything else we can assist you with today? Anything for a valued customer like you.
Andrae {removed per forum guidelines}(22:12:22 GMT) : Was I able to assist you today in a satisfying manner?
Visitor (22:12:38 GMT) : And just to clarify, adjusted amount for both of the items is brought down to $100 each?
Andrae {removed per forum guidelines}(22:12:49 GMT) : Yes you are right Smiley Happy
Andrae {removed per forum guidelines}(22:12:57 GMT) : Anything for a valued customer like you.
Visitor (22:12:58 GMT) : So a total of $200 + tax?
Andrae {removed per forum guidelines}(22:13:06 GMT) : Yes you are right Smiley Happy
Andrae {removed per forum guidelines}(22:13:30 GMT) : Have I answered all your questions to your satisfaction?
Visitor (22:13:30 GMT) : Thank you VERY much! You are awesome! That would be all for today.
Andrae {removed per forum guidelines}(22:13:34 GMT) : Thank you for choosing Best Buy! This chat session will now end and you will see a short survey. I appreciate any feedback you can provide.

Posts: 6,255
Topics: 213
Kudos: 450
Solutions: 319
Registered: ‎08-21-2017

Re: Price match not honored

Good afternoon, Hei,

 

Welcome to our community forums. Our Price Match Guarantee is a great way to make sure you get the best price possible and I appreciate you taking the time to let us know about your experience so far. We do out best to make this process as smooth and easy as possible so I'm disappointed to hear that you've been having such a hard time getting help. I'd like to see how I may be able to best assist you with this.

 

I'd like to begin by reviewing your case history here on my end. I'll need a little more information so I can begin to work on this. Can you please send me a private message that includes your:

 

Full name
Email address

Phone number

Case number (if available)

 

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|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: 2
Registered: ‎08-26-2021

Re: Price match not honored

Thank you for replying Andrew,

The issue is still unresolved. I was promised a price match by a chat operator on the Best Buy site and the chat operator claimed to have successfully initiated a price adjustment refund. The chat operator also claimed that I would be receiving a confirmation email within 24 hours after our interaction. I did not receive the email confirmation nor did I receive the price adjustment refund. This is clearly an error on the chat operator who helped me with the price match.

I have reached out to the corporate number, in-store associates, 2 chat agents, and forum customer service agents and all of them say they cannot pull up the chat log via the chat transcript's Interaction ID. Why is it that all of the customer service agents are unable to locate a chat transcript when provided the Interaction ID? One would normally think that saving the chat transcript which includes an Interaction ID would be enough evidence of the price match and/or agreement that took place. What purpose does saving the chat transcript even serve.

All of the customer service agents that assisted me attempted to search for a pending refund or price adjustment history on my order, but find nothing, and the reason they find nothing is because the original chat operator did not fulfill their duty of initiating the refund/price match. How is it that there is no accountability for the unfulfilled agreement? I placed my trust on the chat operator to complete their duty and because of their incompetence, I am scammed into paying more than the agreed price and I have spent over 10 hours trying to get to the bottom of this.

All I am asking is for the original price match to be honored.