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Posts: 3
Registered: ‎12-28-2018
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Price Match Against Costco (Horrible Experience) - Request Help from Bestbuy

[ Edited ]

I recently had such a horrible experience with both online price match request as well as the instore price match experience. I would like to request help and/or provide feedback to Bestbuy with the hope of preventing this happening again for other members.

 

I recently bought a number of items on Bestbuy.com with the store pick up option at the Galleria store in Houston, TX. Particularly, I did order a Nest 3 {removed per forum guidelines} and Ecobee 4 {removed per forum guidelines} from Bestbuy.com. I then realized Costco did offer the same item at a cheaper price. I did reach out to online customer service representative (CSR) for a price match request. Since they were "Member Only" items, the agent said it was not an eligible item for the price match. I stated it was incorrect per Bestbuy price match policy - " Does Best Buy 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 a Best Buy store (not via phone or chat) and must be a live offer (not a screenshot)." After that, I was advised to go into the Store so that a store rep can help. I went to the store, and was advised again that they do not match Costco Member only item. I had to quote the Bestbuy Price Match policy again and even had a conversation with the store manager (Sarah). In the end, she admited that is what stated on the price match policy but she is unable to help since I ordered it online. She advised me to go back to talk to the online rep again, which I did. After a long conversation, I was assigned a case number {removed per forum guidelines}, with a promise of someone will look into this and get back to me. A month went by, I heard no words from bestbuy. I had to call in again to find out that no one has looked into this and I can provide the feedback via Feedback function or through this site. This has been so frustrated and I do lose faith in Bestbuy after this experience. I do not think Bestbuy has lived up to its values or promises to its customers. I had documented everything including having pictures/chat transcript if anyone at Bestbuy cares to respond or cares to take a look. Thanks.

 

Best Buy Employee
Posts: 706
Registered: ‎01-09-2015

Re: Price Match Against Costco (Horrible Experience) - Request Help from Bestbuy

While I cannot validate the specific pricing in this instance, the policy is: any standard listing from Costco qualifies for a price match so long as they qualify as a local competitor for you. This means 25 miles or less. If the sale falls as a “Member’s Only” deal or any of the other exclusions listed in our Price Match Guarantee, then it would not qualify for a price match.
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: ‎12-23-2016

Re: Price Match Against Costco (Horrible Experience) - Request Help from Bestbuy

Hello allan_tranm,

 

Thanks so much for joining us at the Best Buy Community forums. I apologize for the poor experience you had in trying to get that price match.

 

Under our Price Match Guarantee, we are only able to math a competitor’s price at the time of purchase. That means that, in order to qualify for a price match on something like this, you’d need to either visit your local store or call us at (888) BESTBUY or (888) 237-8289 to place a new order with that price match. For orders at warehouse clubs, the price match must be made in a store rather than by calling so that we can validate the pricing in the moment. You could then cancel the first order, or return the products from the first order when they arrived.

 

All that said, I’d like to look into this a little more closely for you. I’ll shortly be sending you a private message, which you can check by logging in to the forums and clicking on the orange envelope in the top right corner of the page.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎12-28-2018

Re: Price Match Against Costco (Horrible Experience) - Request Help from Bestbuy

Thank you for your reply jdogg836. As you can see from Kyle's post, Bestbuy price match policy states that they would match the warehouse prices (in this case Costco since it is a local competitor) including the member only. However, this can be done only in the store, which I did follow the procedure. Anyway, Kyle had reached out and hopefully, he would be able to get a resolution on this issue. Again, thank you for your post.

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Registered: ‎12-23-2016

Re: Price Match Against Costco (Horrible Experience) - Request Help from Bestbuy

Hello allan_tranm,


Thanks very much for sending those details in to me. I’ll shortly be replying with some next steps so I can move forward towards researching this.


Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎12-28-2018

Re: Price Match Against Costco (Horrible Experience) - Request Help from Bestbuy

Thank you Kyle for such a great service to get my issue resolved. I really appreciate it. Thanks again!

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Posts: 5,000
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Registered: ‎12-23-2016

Re: Price Match Against Costco (Horrible Experience) - Request Help from Bestbuy

Hello again allan_tranm,


You’re very welcome. I’m happy I was able to find a solution for you on this.
If you ever need help with a future Best Buy purchase, please don’t hesitate to get back in touch with us here at the forums.


Sincerely,

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