Other Customer Service Support

[nat724]

I have submitted an FTC complaint for fraudulent practices. I submitted a price match on chat and was told I'd be refunded within 2-3 days, then 2-3 more days then 1-2 billing cycles. 

I spoke with someone today and was told that I wasn't eligible to receive a refund because I was out of the timeframe because I was a basic member. I am an elite plus member. She told me she was looking at the wrong account, but that I was still outside the window. When I quoted Best Buy's policy she said she had "made a mistake". 

I've filed an FTC complaint with the contracting chat transcripts below. I don't expect that I'll get the refund that was confirmed, as I had the exact same experience with Best Buy about 2 years ago. Kept giving excuses until I finally gave up.

First conversation: 

1. 11:10 a.m.

Alma R:

Connected with a live agent.

1. Alma R:

Thank you for choosing Best Buy, my name is Alma R. How may I assist you today?

1. 11:10 a.m.

You:

Hi, I requested a price match last week for Order {removed per forum guidelines}

1. You:

and am not seeing the price match. Can you tell me the status?

1. 11:11 a.m.

Alma R:

To best assist you , I’m going to transfer you to a team member who specializes in this. I appreciate your patience and thank you for choosing Best Buy.

1. Tammy M:

Connected with a live agent.

1. 11:12 a.m.

You:

Hi, I requested a price match last week for Order {removed per forum guidelines}

1. You:

Can you tell me the status?

1. 11:12 a.m.

Christian P:

Connected with a live agent.

1. 11:12 a.m.

You:

You: Hi, I requested a price match last week for Order {removed per forum guidelines} You: Can you tell me the status?

1. 11:12 a.m.

Christian P:

Hello, No one the refund is processed there is no way to check on its status

1. 11:13 a.m.

You:

I don't have a refund

1. 11:13 a.m.

Christian P:

the price match is a refund

1. 11:13 a.m.

You:

yes, but I DO NOT have a refund applied

1. 11:13 a.m.

Christian P:

I understand, but they did do the refund correct?

1. 11:13 a.m.

You:

How else can I say this

1. 11:14 a.m.

Christian P:

I understand it may not have gone through yet

1. 11:14 a.m.

You:

I did not get a refund for Order {removed per forum guidelines}

1. You:

How long should it take, this was 6 days ago?

1. 11:15 a.m.

Christian P:

Its usually 2-3 business days, Let me get you to customer service to see if they have a way of checking, one moment

1. Jennie Smith:

Connected with a live agent.

1. Jennie {removed per forum guidelines}:

Thank you for choosing Best Buy, my name is Jennie {removed per forum guidelines}.

1. Jennie {removed per forum guidelines}:

Hello!

1. 11:16 a.m.

You:

You: Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. 11:16 a.m.

Jennie {removed per forum guidelines}:

If I understand this correctly, you are referring for a price match refund, am I correct?

1. 11:16 a.m.

You:

and am not seeing the refund. This was confirmed on Dec. 2

1. 11:17 a.m.

Holden H:

Connected with a live agent.

1. Rachel {removed per forum guidelines}:

Connected with a live agent.

1. 11:18 a.m.

You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

v

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

v

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business daysv

1. You:

Hi, I requested a price match last week for Order {removed per forum guidelines} and was told I would be refunded within 2-3 business days

1. You:

Please stop transferring me

1. 11:19 a.m.

Rachel {removed per forum guidelines}:

Thank you for choosing Best Buy, my name is Rachel {removed per forum guidelines}.

1. Rachel {removed per forum guidelines}:

I am sorry to inform you that , due to technical issue this chat got transferred to me, please do not to worry! I will check  your above conversation and help you.

1. Rachel {removed per forum guidelines}:

I will check  and  help you  regarding price match refund status.,

1. Rachel {removed per forum guidelines}:

For the verification purpose , may I please have your registered phone number to look into this for you?

1. 11:21 a.m.

You:

{removed per forum guidelines}

1. 11:22 a.m.

Rachel {removed per forum guidelines}:

Also please help me with  your full   name .

1. 11:22 a.m.

You:

Nathaniel {removed per forum guidelines}

1. 11:22 a.m.

Rachel {removed per forum guidelines}:

Thank you.

1. Rachel {removed per forum guidelines}:

Do you have any reference number?

1. 11:23 a.m.

You:

Just the order number

1. You:

I requested a transcript, but it was never sent

1. 11:24 a.m.

Rachel {removed per forum guidelines}:

Is this your email address:{removed per forum guidelines}?

1. 11:24 a.m.

You:

That's an old email address

1. 11:24 a.m.

Rachel {removed per forum guidelines}:

Thank you for confirming.

1. Rachel {removed per forum guidelines}:

May I please have 1-2 minutes to look into this for you? I appreciate your patience.

1. 11:25 a.m.

You:

sure

1. 11:26 a.m.

Rachel {removed per forum guidelines}:

Thank you.

1. Rachel {removed per forum guidelines}:

I see that you have contacted us on  12/02/2020  regarding price match on this order  {removed per forum guidelines}  and SKU:6401722 offer price: $477.99  with Best Buy  .

1. 11:31 a.m.

You:

yes

1. 11:34 a.m.

Rachel {removed per forum guidelines}:

I have successfully initiated the refund  request to my concern team to your original mode of payment. You will receive an email notification within  10-15  days ( kindly check junk/spam folder )..

1. Rachel {removed per forum guidelines}:

This refund amount will reflect under your account within one billing cycle. Here is the reference number {removed per forum guidelines}.

1. 11:35 a.m.

You:

Ok, I thought that was initiated last week and would be 2-3 business days

1. You:

How can I ensure I get a transcript of this sent to my email address?

1. 11:35 a.m.

Rachel {removed per forum guidelines}:

To make your job easier, I have successfully sent this complete chat to your registered email address for your future reference. You will receive it once this chat has ended.

1. Rachel {removed per forum guidelines}:

Is  there anything else I can help you with today?

1. 11:36 a.m.

You:

what email address?

1. 11:36 a.m.

Rachel {removed per forum guidelines}:

{removed per forum guidelines}

1. 11:36 a.m.

You:

that hasn't been my email address in 15 years

1. You:

my registered email address is {removed per forum guidelines}

1. 11:37 a.m.

Rachel {removed per forum guidelines}:

{removed per forum guidelines}

1. 11:37 a.m.

You:

per my profile, and it's where I receive any confirmation

1. You:

so it will be sent to {removed per forum guidelines}?

1. 11:38 a.m.

Rachel {removed per forum guidelines}:

Here is the correct case ID:{removed per forum guidelines}

1. Rachel {removed per forum guidelines}:

Yes, I have modified to this email address {removed per forum guidelines}

Second conversation:

1. 5:24 p.m.

Ivy {removed per forum guidelines}:

Connected with a live agent.

1. Ivy {removed per forum guidelines}:

Thank you for choosing Best Buy, my name is Ivy {removed per forum guidelines}. How may I assist you today?

1. 5:24 p.m.

You:

I am trying to find out why my refund has not been processed, as it has been a month

1. You:

case ID: {removed per forum guidelines}

1. 5:25 p.m.

Ivy {removed per forum guidelines}:

Tat's unfortunate! let me check and help you with refund status.

1. Ivy {removed per forum guidelines}:

May I have your phone number?

1. 5:26 p.m.

You:

{removed per forum guidelines}

1. 5:26 p.m.

Ivy {removed per forum guidelines}:

Thank you.

1. Ivy {removed per forum guidelines}:

May I please have 3-4 minutes to look into this for you?

1. 5:27 p.m.

You:

sure

1. 5:31 p.m.

Ivy {removed per forum guidelines}:

Sorry it's taking longer than expected. could you please allow me 2-3 mintues to look into this.

1. 5:31 p.m.

You:

sure

1. 5:33 p.m.

Ivy {removed per forum guidelines}:

Thank you for your time.

1. Ivy {removed per forum guidelines}:

Sorry! I have checked your previous interaction. unable to process price match beyond return/exchange window.

1. 5:35 p.m.

You:

I have a transcript saying that the refund was processed

1. You:

so are you now saying Best Buy is not honoring the price match that was confirmed a month ago?

1. 5:36 p.m.

Ivy {removed per forum guidelines}:

You're core member you will get 15 days for price match request.

1. 5:36 p.m.

You:

I am not.

1. You:

I have elite plus status

1. You:

and as I said, the price match was confirmed

1. You:

1. 11:34 a.m. Rachel {removed per forum guidelines}: I have successfully initiated the refund request to my concern team to your original mode of payment. You will receive an email notification within 10-15 days ( kindly check junk/spam folder ).. 64. Rachel {removed per forum guidelines}: This refu

1. You:

this is the previous conversation a month ago

1. 5:36 p.m.

Ivy {removed per forum guidelines}:

Sorry! there is two accounts.

1. 5:37 p.m.

You:

I odn't know what you're talking about

1. You:

I have one account, but sure let's go with that

1. You:

and I gave you the Case ID

1. You:

Here is the reference number: {removed per forum guidelines}

1. You:

And here is the case ID again: {removed per forum guidelines}

1. 5:38 p.m.

Ivy {removed per forum guidelines}:

Yes! they have submitted refund request but its out of time frame, unable to process the refund.

1. 5:38 p.m.

You:

Ok, I have submitted an FTC complaint

1. You:

I was not out of the time frame when it was submitted

1. You:

And this has happened with Best Buy before

1. You:

I'll go ahead and submit a credit card dispute, too, with documentation confirming the refund

1. 5:40 p.m.

Ivy {removed per forum guidelines}:

Let me check again.

1. 5:42 p.m.

You:

Itme was purchased on 10/16, and I have 45 days to return based on elite plus

1. You:

and regardless price match is supposed to carry through return period

1. You:

Purchases made October 13, 2020 through January 2, 2021 have an extended return period through January 16, 2021,

1. You:

Are you still checking?

1. 5:46 p.m.

Ivy {removed per forum guidelines}:

Yes! sorry for the delay.

1. Ivy {removed per forum guidelines}:

I see that there is something went wrong.

1. Ivy {removed per forum guidelines}:

I'm submitting refund request again, sine you're in within time frame.

1. Ivy {removed per forum guidelines}:

You will get detailed email regarding refund.

1. 5:49 p.m.

You:

When will I get that?

1. You:

the last 3 times I spoke with someone they told me I would get an email and I never received one

1. You:

so I copied the conversation so I'd have evidence for the dispute I assumed I would have to file

1. 5:51 p.m.

Ivy {removed per forum guidelines}:

I'm submitting it again. our team team will send you email within 3 to 5 days.

1. 5:52 p.m.

You:

ANd what email address are you sending it to?

1. 5:52 p.m.

Ivy {removed per forum guidelines}:

Regarding price match refund.

1. 5:52 p.m.

You:

Yes, I got that

1. You:

ANd what email address are you sending it to?

1. 5:54 p.m.

Ivy {removed per forum guidelines}:

For this email {removed per forum guidelines}.

1. 5:55 p.m.

[SeanM-BBY Social Media Specialist]

Good afternoon, Nathaniel,

Welcome to our forums, and thank you for sharing your experience with us.  Our Price Match Guarantee is a great way to ensure you’re not missing out on any sales on your technology purchases, so I can certainly understand wanting to utilize this program on your TV purchase.

Although we’ve removed your private information from the very public view of our Support Forums, I was able to review your order further, and it appears your price match has been processed at this time.  The time it takes these funds to return to your account can vary depending on the bank or credit card company, but if you’re not seeing your refund after one billing cycle, please don’t hesitate to let me know.

Cheers,

[nat724]

Yes, and just to clarify it only took 3 conversations with chat, a post on this forum, and an FTC complaint to get that processed.