12-10-2020 10:17 PM
I purchased a 77" LG CX from BestBuy on September 16, 2020. Shortly afterwards, the price of the TV went down and I performed a Price Match with a refund being issued to my credit card.
While the TV was still within the return period, the price went down a second time. I contacted BestBuy's customer service chat on October 28, 2020, and was told that I should expect my second Price Match shortly. I never received a confirmation email (though I do have the email transcript).
Despite waiting all this time, and contacting chat again, I still have never received my second Price Match. Would someone be able to assist me? I have the order number and all of the chat transcripts available.
12-12-2020 02:19 PM
Thank you for stopping by our community forums again. Our Price Match Guarantee is a great way to make sure you get the best price possible, I'd be glad to give you some more details on how this process works.
Our Price Match Guarantee covers one price match per identical item, per customer. This means we would only be able to process the original request you made for this TV and not any additional price matches.
I hope I was able to clear this process up for you! Please let me know if you have more questions I can help with.
12-13-2020 12:15 AM
If that were the case then why did 4 different BestBuy reps tell me that I was entitled to a second price match? The first one calculated the amount I was owed, two others told me that I should just wait for my next billing cycle since they could see the pending credit to my credit card, and the fourth told me they would have it processed again given the amount of time that had passed.
This seems like the worst customer service possible. If they hadn't lied to me before the return period ended I could have returned the product and re-purchased it. It's not like it was a small change, it was almost $300. This is unacceptable.
12-13-2020 10:36 AM
Best Buy's policies are set in place both in store and on the website here: https://www.bestbuy.com/site/customer-service/price-match-guarantee/pcmcat290300050002.c?id=pcmcat29...
If you got 4 different answers to the refunds other than here, it sounds like it can be a group of CSR's from the same call center which obviously did not have the correct information.
The Price Match Guarantee policy stands final and exceptions can't be made. Also final is the response here from the BBY Mod.. I know it's not one you're looking for but they have to do that.
You are allowed one price match within the return window, but after that you're done even if it goes onto a lower price. It's happened to me, it's just like gambling with the rice you roll good ones, and bad ones. You have to take a chance on seeing if there is a lower pricing and holding off on the pm.
12-14-2020 12:47 PM
Thanks for following up. As AndrewB and hockeycanuckjc mentioned, only one price match is allowed per item within the return window. While I understand you may have been misinformed by our customer service in the past, I'd be happy to review your account and case history with us. It's important that we document your feedback in this situation, so I'd like to formally do so in our system.
To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.
All the best,