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New Member
Posts: 4
Registered: ‎11-17-2020

Online price match at night when the chat is offline?

I found the same exact computer on Amazon for $200 less than Best Buy's price, but I'd like to buy it from Best Buy for its curbside pickup service. 

Is there anyone here on the forum that can adjust the price of a computer (currently in my online shopping cart) during the overnight hours when chat and phone support is offline?

The chat just says "
We're sorry, your request for a live Agent occurred during offline hours. Try again later." but doesn't say WHEN they're actually operational. I called 1-888-237-8289 only to get a recording saying they closed at 11PM central time. 

Frustrating online shopping experience. Smiley Sad 



Best Buy Employee
Posts: 2,179
Registered: ‎01-09-2015

Re: Online price match at night when the chat is offline?

Unfortunately the 1-888 number is the best way to go.  This forum isn't intended to replace our normal customer service channels, you will likely not get a reply before the sale expires. They also work out of corporate providing official answers for the company, but since they do not work in the normal customer service channels they usually can only help with an existing order..not so much with making a brand new order.

I am a Best Buy Employee, 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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Registered: ‎08-21-2017

Re: Online price match at night when the chat is offline?

Good evening, winter,

 

Thank you for stopping by our community forums. Our Price Match Guarantee is an awesome way to make sure you get the best possible price and I appreciate you taking the time to let us know about your experience with this purchase. I'd be glad to give you some more details on how to get help with price matches.

 

As you mentioned, we are able to process price matches via chat or by giving us a call at (888) BEST-BUY or (888) 237-8289. You can also visit your local store location and present the qualifying advertisement or listing.

 

Have you been able to get assistance with this price match since making this post? If not, please let me know. I would be glad to see what options may be able to help.


Regards,

 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎11-17-2020

Re: Online price match at night when the chat is offline?

You know what is most frustrating about Best Buy's customer service? Not actually answering simple questions.

So, for anyone else that stumbles upon this thread: the answer is no. There's literally no customer service agent available to approve a "Best Buy Online Price Match" overnight. (Kinda defeats the whole online shopping thing, huh?)

Here's what I learned. There is no way to get a "Price Match" on their website after 11:00 PM Central time or before 7:00 AM Central. They have zero options to contact Best Buy customer service late at night — nobody is working between 11PM and 7AM CST. That's 8 hours a day with no chat support and no phone support, which is the only way to get a price match. When I finally got a hold of a chat agent, the whole, tedious process took 38 minutes.

Also good to know? Best Buy's "Price Match" program doesn't actually sell you the item at the lower price. You have to pay full price, then they'll issue a refund for the difference. For expensive items, that's just another hassle — your money is tied up, like it or not.

Posts: 9,305
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Registered: ‎11-10-2008

Re: Online price match at night when the chat is offline?


@winter wrote:

You know what is most frustrating about Best Buy's customer service? Not actually answering simple questions.

So, for anyone else that stumbles upon this thread: the answer is no. There's literally no customer service agent available to approve a "Best Buy Online Price Match" overnight. (Kinda defeats the whole online shopping thing, huh?)

Here's what I learned. There is no way to get a "Price Match" on their website after 11:00 PM Central time or before 7:00 AM Central. They have zero options to contact Best Buy customer service late at night — nobody is working between 11PM and 7AM CST. That's 8 hours a day with no chat support and no phone support, which is the only way to get a price match. When I finally got a hold of a chat agent, the whole, tedious process took 38 minutes.

Also good to know? Best Buy's "Price Match" program doesn't actually sell you the item at the lower price. You have to pay full price, then they'll issue a refund for the difference. For expensive items, that's just another hassle — your money is tied up, like it or not.


In all fairness the staff at Best Buy is working extra hard during COVID so I would certainly think they are entitled to off hours rest and break.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 4
Registered: ‎11-17-2020

Re: Online price match at night when the chat is offline?

Wow. I never suggested the same workers should work 24 hours a day! You know who else is entitled to rest and break? Shift workers, like me, that work overnights to keep hospitals, hotels, emergency services, airports, utilities, etc. etc. etc... running while day-dwellers are sleeping. We're the ones that lose sleep CONSTANTLY to do simple tasks, like replacing a broken laptop so we can do our jobs.

Ask yourself this: when's the last time you were absolutely REQUIRED get up at 3AM to run a simple errand — like go to the DMV? Or just to call a dentist/doctor/gov't office? Night shifters have to do that at least once a week, and trust me, it gets really old. We need sleep, too, but the whole world seems to think night shifters need for sleep is just "sleeping late."

If your website operates 24 hours a day, your deals should be 24 hours, too.
Posts: 991
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Registered: ‎10-19-2017

Re: Online price match at night when the chat is offline?

Thanks for sharing this feedback with us, winter!

 

While I'm happy to hear that you were able to get that Price Match taken care of, I can understand your frustration that the process wasn't more convenient for you. Our goal is to provide our customers with the best shopping experience possible; we know an important part of that is having support available when it works for our customers.

 

That's why it hurts me to learn that your recent experience fell short of that. I'd be happy to document this feedback so that we can take it under consideration for how we can improve going forward. For me to do so, can you send over your full name, phone number, and email using the "Private Message" option in my signature below?

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
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Best Buy Employee
Posts: 2,179
Registered: ‎01-09-2015

Re: Online price match at night when the chat is offline?

Best Buy deals *ARE* 24 hours, online shopping is automated.

Price matching is a whole different animal. Price matching a competitor involves a human verifying its price and eligibility, then performing the price match. Unfortunately tasks like that will fall into business hours, when our staff is available. Much like the DMV, dentist, etc. Those business hours have been condensed due to COVID-19, in an effort to ensure the most staffing available from the time they open until the time they close.

I worked overnights for years, what you’re describing comes with the job unfortunately. The errands a “day walker” would run after work, I would run before heading home. Anything involving being available during normal business hours I just made a plan to do just that. Seemed to solve all my issues.
I am a Best Buy Employee, 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***
New Member
Posts: 4
Registered: ‎11-17-2020

Re: Online price match at night when the chat is offline?

Yeah, that "way home" plan only works if your shifts end at 8 or 9AM. My shifts end at 4AM or 5AM. Oh, and there's no actual "way home" either, because I work from home. 

Again, if a business is offering deals that require human assistance online, like Price Match, I think Best Buy can afford to hire staff to cover it 24 hours a day. Truth is, day-dwellers make these decisions and just don't care about the minority of people that need (and would appreciate!) overnight support — even in the age of covid, when those people are literally saving more lives than ever before.

Heck, when lockdowns hit last spring, the very FIRST thing most businesses did was shorten their hours to eliminate nights/evenings. All those "essential workers" lauded by the media were exactly the people being shut out of access to essential services.

Posts: 991
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Registered: ‎10-19-2017

Re: Online price match at night when the chat is offline?

Thanks for elaborating on that, winter.

 

Our goal is to provide our customers with the best shopping experience possible. We understand that an important part of that is being able to get in touch with support when it works for you, so it hurts to hear that was not the impression you received when you learned about our support hours. While we might not be able to provide immediate support on our forum, as we answer posts in the order they are received, you can reach out to us here whenever it is convenient for you and we'll respond as soon as we see it. 

 

I can imagine how tough it would be to have to rearrange your schedule to make errands work, so we appreciate you providing feedback on how we can better support customers who work night shifts. As I said earlier, I would be happy to document this feedback at our Corporate Office for us to take under review. For me to do so, can you please use the "Private Message" option in my signature below to verify your full name, phone number and email?

 

Cheers,

Elle|Social Media Specialist | Best Buy® Corporate
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