10-23-2020 05:27 PM
To Whom It May Concern
Dear Customer Service
Today what I experienced with Best Buy was something that I will never forget. I had the most unfortunate experience, and one in which I must share my concerns. This has even more meaning for me, since I am not only a customer but a shareholder too.
Sometime on Oct 17th, I went online searching for a new wine refrigerator. I found a great price on one at Lowe’s. It was a Frigidaire 38 bottle capacity cooler. Price was $349. A copy of that page is attached for your reference. Since I am a shareholder in Best Buy, I decided to see if they had that one at that price. Best Buy had the wine cooler but at a higher price. I am aware of your price match guarantee, so I went online to chat with a person about it. The Best Buy agent confirmed that the price match qualified. In addition, I wanted to make sure that delivery would be free and that I could also have my old unit taken away. He confirmed all three things, but said that I must first order it online, and then he would issue a refund on the price match, which would take 2 to 3 business days.
This morning I was texted that my delivery was on the way, and that would receive my delivery by 9 pm. Not wanting to stay home all day, I contacted your company to find out if there was a reasonable window for delivery. They instructed me to contact UPS. This was surprising to me, and I began to question whether UPS would indeed remove my old unit as promised. I asked the person and she could not confirm whether that was the case. Getting worried about the communication, and then asked her to confirm the price match guarantee. Again, she could not confirm that information either. Then I requested a supervisor, at which point I was put on hold for such an inordinate amount of time, I hung up. I then called back and requested a supervisor. I was then handed off to several people, and each time having to re-explain my predicament. I spent several hours trying to rectify this situation and to no avail. Finally, UPS showed up and since nothing could be clarified about my order with respect to the removal of the old item, and the price match guarantee, I refused the delivery. I then decided to call a local store. They said that they would not take orders over the phone. Then I requested a price match guarantee from Pacific Sales in Pasadena. First time I called, they clarified the price match guarantee, but then said that would have to pay a $25 fee for disposal of my old unit. I told them I would think about it. I then called back and said I would go ahead and do it, and they then said that they would not price match guarantee the item. What ?
So frustrated I hung up and decided to go through the process online the way I did it the first time. I explained my situation to the online chat person, and asked that they check the status of my previous order and then to re-order. This time they told me that they found no record of my chat, and that the item was not available for price match…What? I finally gave up, but decided that I would write to you. What is interesting is that at the end of my chat, it requested whether I wanted a transcript sent to my email address. As I did the first time, I checked that I would like that. However, I took note this time, and I never received a transcript, neither, this time or the first time.
10-28-2020 06:58 PM
Hi, Mcfein2002, and welcome to our online community!
Thanks for posting to our forum regarding your experience. While I'm delighted to hear that you are a loyal customer and have trusted Best Buy with your new wine refrigerator, it saddens me to learn of the events that have unfolded following your purchase. This is not the kind of service we strive to provide our customers. I'm hoping I can provide the support you're looking for now.
If you're still in need of assistance, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.