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New Member
Posts: 4
Registered: ‎09-08-2019
Accepted Solution

Formal Complaint: Price Match Guarantee, Yeah Right!!!!!

I contacted online chat to perform a price match on a television for a local retailer. The representative was really nice and helpful. He was going to walk me through and help me adjust the price at checkout. I had issues with logging into my account so couldn't proceed at the time. I asked if I could come back later and how I could go about getting the price match. He said that would be fine and all I need to do was just provide the same information. I came back the following day and was ready to checkout out and guess what happened?! The representative told me that they couldn't match the price and that the previous representative provided me with incorrect information. You can imagine my disappointment, frustration, and anger! I have a documented transcript that says Best Buy will do a price match and I asked if they would honor that. The answer, was of course, no! The representative didn't even try to help me and only apologized. What good is that or how will that help my disappointment? I mean not even any consolation or any sort of compensation. What kind of customer service is that?

 

I've been a long time customer and am grossly disappointed in this experience (20+ years). I will be closing my account with Best Buy and will be shopping at another big box store. Too bad as I make all my large appliance and electronic purchased from you. I feel like a bait and switch. I also feel like there should be some legal ramifications here as I have a documented, detailed transcript that say they would honor the match.

New Member
Posts: 4
Registered: ‎09-08-2019

Re: Formal Complaint: Price Match Guarantee, Yeah Right!!!!!

Btw this is not just a complaint, this is also an ask for someone to reach out and make things right!
Geek Squad Agent
Posts: 3,397
Registered: ‎03-20-2012

Re: Formal Complaint: Price Match Guarantee, Yeah Right!!!!!

Was the price match no longer available?  Was the item no longer on sale?  We should be doing everything in our power to provide you with the most accurate answer, but there are times where either the sale item raises in price, goes out of stock, or is not qualifying for a price match. 

A moderator will have to take a closer look into the cases that may have been opened up on your behalf after overlooking the notes left by the agents initially working your case.  Your patience is greatly appreciated until one gets the opportunity to swing by and help out! 

I am a CAR Geek Squad Autotech, 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***
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New Member
Posts: 4
Registered: ‎09-08-2019

Re: Formal Complaint: Price Match Guarantee, Yeah Right!!!!!

When I first contacted the chat, they said they would do a price match. Today I found out that the first representative misinformed me. The thing is, if I checked out yesterday I would have gotten the discounted price match but today it was taken away from me.

To answer your questions though,the item was still on sale and in stock. But apparently did not meet the criteria. I would have hoped that they would have honored what was originally presented to me. Again, they were going to do it yesterday.
Posts: 1,719
Topics: 45
Kudos: 226
Solutions: 85
Registered: ‎10-19-2017

Re: Formal Complaint: Price Match Guarantee, Yeah Right!!!!!

Good afternoon, coness,

 

Thank you for taking the time to reach out to us here on the Best Buy forum to provide details about your experience when seeking a price match with one of our chat representatives. The Price Match Guarantee is one of my favorite ways for our customers to save money and ensure that they get the best deal possible. As @autotech796 mentioned, there are some exclusions to price matching with Best Buy and the circumstances for the retailer you’re trying to match may change from one day to the next which can limit price matching options; you can see more about price matching on our website here.

 

I’d love to take a closer look at your particular situation. To get started, can you please send me a private message with your full name, phone number, and email address? In that private message, I’ll also need a link to the deal you were trying to match. You should be able to use the Private Message option in my signature below this post to keep your information secure.

 

Also, for clarification, you mentioned that the second representative you spoke to said that your requested match did not qualify. What reason did they provide for the match not to be qualifying?

 

I look forward to hearing back!

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-08-2019

Re: Formal Complaint: Price Match Guarantee, Yeah Right!!!!!

Sent you a PM. Thank you!
Posts: 1,719
Topics: 45
Kudos: 226
Solutions: 85
Registered: ‎10-19-2017

Re: Formal Complaint: Price Match Guarantee, Yeah Right!!!!!

Hi, coness,

 

Thanks for the message! Based on the information you provided about the requested match, it looks like you were requesting match to a website that is not a qualifying online retailer. You can see more about qualifying retailers by reviewing our Price Match Guarantee.  

 

With that said, I’d like to look into this further, and will be sending you a private message shortly to ask for more information.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!