11-17-2020 02:23 AM
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.
11-17-2020 07:40 AM
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.
11-17-2020 06:39 PM
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,
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11-18-2020 12:27 AM
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.
11-21-2020 10:41 AM
@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.
11-21-2020 04:43 PM
11-21-2020 05:20 PM
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,
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11-21-2020 05:35 PM
11-21-2020 06:02 PM
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.
11-24-2020 09:32 AM
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,
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