Other Customer Service Support

[Abbie0315]

Why does it take four agents and over an hour on chat just to price match free delivery on a new order?

I was trying to order the Samsung 75 inch 8 series tv. Bestbuy wanted to charge me $50 delivery while everyone else had free delivery.
After waiting about 25 minutes for an agent, I get Stella, who seemed to have no idea of what I wanted. She then transferred me to Damon, who then transferred me to Slater who transferred me to Brandon. Over an hour later, after sending links to competitors offers I’m told they will do the price match, $997 vs $999, but that I would need to pay $50 for shipping.
Brandon finally understood after I said I was going to buy the tv elsewhere and immediately said they’ll waive the $50 delivery charge.
Now my second problem. After reading the numerous bad reviews regarding the model I just bought, I would like to change from the series 8 model (6401717) and get the 75 inch Q60 instead (6401711).
Costco is offering this tv with a free 3 year extended service plan ($99 value) and everyone is offering free shipping. How can I make this happen without spending hours?

[hockeycanuckjc Valued Expert]

You can't price match Costco. It's a club warehouse and some people don't have memberships there. The pricing has to be available to all without a membership.

Specifically

Competitor offers including contract cell phones, service prices (including delivery and installation charges), pre-order offers, rent/lease to own items, liquidation offers, trade-in offers, items denoted as Black Friday pricing and special daily or hourly sales.

[Abbie0315]

Not true. From Best Buy price match FAQ:

Do you match the prices of a Warehouse club?
Yes. We do match the prices of Warehouse clubs as long as the Warehouse club is a local retail competitor, has an identical immediately available product and all other price match criteria are met. If the Warehouse club website price requires a membership ID or login to view, price match is only available in our store (not via phone or chat) and must be a live offer (not a screenshot).

[Abbie0315]

Is anyone from Best Buy going to respond?

[hockeycanuckjc Valued Expert]

---

@Abbie0315 wrote:
Is anyone from Best Buy going to respond?

---

[Abbie0315]

Wow, 7 to 8 day response time. Even for the holiday season that seems excessively high.

[jdogg836]

This forum is not intended to be an immediate assistance resource, it connects you with the customer facing corporate team. The 7-8 days is not just related to the holiday, due to COVID-19 a lot of customers are choosing remote purchasing and support options as well. They work through these forums on a first come first serve basis and will reply once they’ve reached hour post in the queue. For a more immediate response, fel free to work with the local store and/or 1-888-BestBuy support.

[Abbie0315]

My second chat session with Best Buy is like an Abbott and Costello skit. All I wanted was to modify an order, get a slightly more expensive model TV without losing the free shipping. After 2 hours waiting for an agent on the phone, then almost 2 hours and about 7 agents later on chat I get an agent who modifies the order and tries charging me more than if I had placed the order myself. I’d like someone from management to read the transcript of that session.

If this is happening during the purchase process, where you’d want your best people, I can imagine how much worse it will be after the sale is made.

[Abbie0315]

I did not get an email of the chat session transcripts but was told they can be seen by Best Buy using the case ID.
case id {removed per forum guidelines}

[Meg-BBY Social Media Specialist]

Hi, Abbie0315!

Thanks for reaching out to us on the Forums about your price match experience! I can understand wanting to get the best deal possible, and I appreciate you reaching out about this. I am sad to hear about the difficulties you've had with our chat/phone support, I can understand that sounds like a frustrating experience.

Our Price Match Guarantee states that we do not cover competitor offers for service prices such as delivery and installation charges, nor any financing offers, bundle offers, items included in bundle offers, subscription services, etc. It sounds like the delivery charge was waived as customer service gesture on your order, however, I see no reason not to honor that as you've selected a different model. I'd be happy to take a look into your order and see how I can help.

I see you've sent us a private message, so I'll be responding there shortly to get some more details!

Best