01-22-2021 09:40 AM
Hello, several months ago I purchased a TV online and pick it up at a Best Buy store. Two days later the price dropped by over $700 on your site. I used your chat feature online to check if I could get a price match and the agent confirmed it was eligible and told me they processed the price match. I waited half a month or so with no response or price match. I called back several times over the next months and someone on the phone finally told me it was denied.
I tried to explain that since they confirmed online that the item was eligible and the price match would be processed, I didn’t need to return the TV and rebuy it at the lower, since this was inside the return policy window. Now I don’t have that option and I would like the price match honored because I could have just returned the TV and purchased it at the lower price.
If needed, I have a case number with all the documentation. Thank you for your help. David
Solved! Go to Solution.
01-28-2021 11:44 AM
Welcome to our Best Buy forum community! While I wish the circumstances that caused you to reach out were happier, I appreciate you taking the time to create a forum account to share this experience with us.
Getting a TV is a big deal, so we are honored that you decided to make that important purchase with us. That said, I'm sad to learn that your shopping experience wasn't the stress-free one we had planned to provide. I know I'm a big fan of getting a good deal, so I'd want to take advantage of our Price Match Guarantee to keep the same TV for $700 less too.
It's very important to us that we're providing correct info the first time around so that our customers can make informed decisions. That's why I'm hurt to learn that wasn't the case when you contacted our chat to learn about what was possible with your Price Match request. I can imagine how disappointed I would be if I was told I'd receive that Price Match, only to learn it was denied after the Return & Exchange Promise ended. That's not a position we meant to put you in!
I'm happy to look into this situation further to see what options we might have to improve your experience. For me to see what's possible, can you please use the "Private Message" option in my signature to send over your full name, phone number, email and case number?