07-25-2019 11:01 PM
How do I get someone to help me with a very frustrating Best Buy chat experience?
The chat Interaction ID was: INT-sv1appis14-1564100318470-74679
I found a great deal on a TV. I needed to talk with my wife about it, so I called the store and spoke with my wife. They had eight in stock yesterday. (They are an official licensed reseller)
After work today, I spoke with my wife and got the green light to purchase the TV. I wanted to try to purchase from Best Buy because Best Buy is close to me, and as long as it works, I don't care who sends it, but for the 1-in-1000 chance, I wanted to be able to go to my local Best Buy if I had an issue.
After putting the TV in my cart earlier tonight (which meant I now had it twice), I decide to try to price match with Best Buy by calling in. The automated assistant tells me to use the website chat instead.
OK...I put all my chat notes in, and I'm told there's a queue with four people a head of me.
After I finally get to an agent, we start talking about the price matching. He confirms the price, but then comes back a few minutes later and says the price match can't go through because, "I have checked and see that the product is limited 1 per household and where in our website we don't have any kind of limitation on the product. In order for us to price match the product must be available for more than 2 per household."
There was no limit. And when I reached out to Best Buy, they had ample stock. I hit refresh and see my one TV is still fine. I try adding another and then see that only quantity one is still available.
The agent will price match a similar TV from the same manufacturer at a very similar price, but that model won't ship to my Zip Code through Best Buy, so it's irrelevant. (Precentage wise and dollar wise, the TV they will price match is a larger percentage and more money off the price of the TV.)
The only push back I'm getting is that, "I have double checked the link and its stating as limit one per household".
Again, there was never any limit on the TV quantity per household, but there is now only one in stock.
While we are chatting, approximatley 58 minutes into our chat, 79 minutes after my call to Best Buy, the final TV is sold at the competitor, so I can now no longer purchase it there, and the agent will not price match the TV because "I have checked wit my team and we are really sorry that we are unable to verify the price ." because the TV is now sold out at the competitor.
If the agent had replied quickly, I could have been off chat in 10 minutes and bought from the competitor while it is still in stock.
What a very, very frustrating experience. Between the phone's automated system, agent and supervisor, I spent hours. A single human with a phone could have given me good or bad news in a few minutes by phone, or an actively engaged chat agent could hae typed the same in twice that time, instead of wasting literally hours.
I am very frustrated with my experience, and both the agent and the supervisor. I am very hopeful someone from Best Buy will review this chat and funnel this feedback up to people who can make these awful experiences go away.
Let me know if there is anyone I can reach out to, whether it's PM, e-mail or whatever other method, about this.
07-26-2019 02:19 PM
07-26-2019 02:55 PM
07-29-2019 04:45 PM
Thank you for your patience. We appreciated you providing the details of your interaction regarding the initiated price match experience that you had. I understand the scenario to be that because we experienced a delay in confirming if we would honor the price match to that of Nebraska Furniture Mart, that you experienced a loss to obtain that TV, correct?
07-29-2019 05:51 PM
07-29-2019 06:21 PM
Thanks for confirming that I understand the scenario. We do apologies for the inconvenience, and will we are doing our utmost to respond to our customers’ concerns and requests, there have been some delays.
Please be advised that because you have reached us at the corporate level, your concerns are taken very seriously. This dialogue will be made available to our senior leadership to ensure that we are able to provide a more pleasing customer service experience in the future.
07-29-2019 07:38 PM
Thank you, Wesley. It's encouraging to hear that senior leadership may have the opportunity to improve system that was in place for my very negative experience. Hopefully future potential customers benefit from you sharing my experience.