01-02-2021
07:02 PM
- last edited on
01-06-2021
03:35 PM
by
SeanM-BBY
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:
Alma R:
Connected with a live agent.
Thank you for choosing Best Buy, my name is Alma R. How may I assist you today?
You:
Hi, I requested a price match last week for Order {removed per forum guidelines}
and am not seeing the price match. Can you tell me the status?
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.
Connected with a live agent.
You:
Hi, I requested a price match last week for Order {removed per forum guidelines}
Can you tell me the status?
Christian P:
Connected with a live agent.
You:
You: Hi, I requested a price match last week for Order {removed per forum guidelines} You: Can you tell me the status?
Christian P:
Hello, No one the refund is processed there is no way to check on its status
You:
I don't have a refund
Christian P:
the price match is a refund
You:
yes, but I DO NOT have a refund applied
Christian P:
I understand, but they did do the refund correct?
You:
How else can I say this
Christian P:
I understand it may not have gone through yet
You:
I did not get a refund for Order {removed per forum guidelines}
How long should it take, this was 6 days ago?
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
Connected with a live agent.
Thank you for choosing Best Buy, my name is Jennie {removed per forum guidelines}.
Hello!
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
Jennie {removed per forum guidelines}:
If I understand this correctly, you are referring for a price match refund, am I correct?
You:
and am not seeing the refund. This was confirmed on Dec. 2
Holden H:
Connected with a live agent.
Connected with a live agent.
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
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
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
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
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
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
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
v
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
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
v
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
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
Please stop transferring me
Rachel {removed per forum guidelines}:
Thank you for choosing Best Buy, my name is 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.
I will check and help you regarding price match refund status.,
For the verification purpose , may I please have your registered phone number to look into this for you?
You:
{removed per forum guidelines}
Rachel {removed per forum guidelines}:
Also please help me with your full name .
You:
Nathaniel {removed per forum guidelines}
Rachel {removed per forum guidelines}:
Thank you.
Do you have any reference number?
You:
Just the order number
I requested a transcript, but it was never sent
Rachel {removed per forum guidelines}:
Is this your email address:{removed per forum guidelines}?
You:
That's an old email address
Rachel {removed per forum guidelines}:
Thank you for confirming.
May I please have 1-2 minutes to look into this for you? I appreciate your patience.
You:
sure
Rachel {removed per forum guidelines}:
Thank you.
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 .
You:
yes
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 )..
This refund amount will reflect under your account within one billing cycle. Here is the reference number {removed per forum guidelines}.
You:
Ok, I thought that was initiated last week and would be 2-3 business days
How can I ensure I get a transcript of this sent to my email address?
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.
Is there anything else I can help you with today?
You:
what email address?
Rachel {removed per forum guidelines}:
{removed per forum guidelines}
You:
that hasn't been my email address in 15 years
my registered email address is {removed per forum guidelines}
Rachel {removed per forum guidelines}:
{removed per forum guidelines}
You:
per my profile, and it's where I receive any confirmation
so it will be sent to {removed per forum guidelines}?
Rachel {removed per forum guidelines}:
Here is the correct case ID:{removed per forum guidelines}
Yes, I have modified to this email address {removed per forum guidelines}
Second conversation:
Ivy {removed per forum guidelines}:
Connected with a live agent.
Thank you for choosing Best Buy, my name is Ivy {removed per forum guidelines}. How may I assist you today?
You:
I am trying to find out why my refund has not been processed, as it has been a month
case ID: {removed per forum guidelines}
Ivy {removed per forum guidelines}:
Tat's unfortunate! let me check and help you with refund status.
May I have your phone number?
You:
{removed per forum guidelines}
Ivy {removed per forum guidelines}:
Thank you.
May I please have 3-4 minutes to look into this for you?
You:
sure
Ivy {removed per forum guidelines}:
Sorry it's taking longer than expected. could you please allow me 2-3 mintues to look into this.
You:
sure
Ivy {removed per forum guidelines}:
Thank you for your time.
Sorry! I have checked your previous interaction. unable to process price match beyond return/exchange window.
You:
I have a transcript saying that the refund was processed
so are you now saying Best Buy is not honoring the price match that was confirmed a month ago?
Ivy {removed per forum guidelines}:
You're core member you will get 15 days for price match request.
You:
I am not.
I have elite plus status
and as I said, the price match was confirmed
this is the previous conversation a month ago
Ivy {removed per forum guidelines}:
Sorry! there is two accounts.
You:
I odn't know what you're talking about
I have one account, but sure let's go with that
and I gave you the Case ID
Here is the reference number: {removed per forum guidelines}
And here is the case ID again: {removed per forum guidelines}
Ivy {removed per forum guidelines}:
Yes! they have submitted refund request but its out of time frame, unable to process the refund.
You:
Ok, I have submitted an FTC complaint
I was not out of the time frame when it was submitted
And this has happened with Best Buy before
I'll go ahead and submit a credit card dispute, too, with documentation confirming the refund
Ivy {removed per forum guidelines}:
Let me check again.
You:
Itme was purchased on 10/16, and I have 45 days to return based on elite plus
and regardless price match is supposed to carry through return period
Purchases made October 13, 2020 through January 2, 2021 have an extended return period through January 16, 2021,
Are you still checking?
Ivy {removed per forum guidelines}:
Yes! sorry for the delay.
I see that there is something went wrong.
I'm submitting refund request again, sine you're in within time frame.
You will get detailed email regarding refund.
You:
When will I get that?
the last 3 times I spoke with someone they told me I would get an email and I never received one
so I copied the conversation so I'd have evidence for the dispute I assumed I would have to file
Ivy {removed per forum guidelines}:
I'm submitting it again. our team team will send you email within 3 to 5 days.
You:
ANd what email address are you sending it to?
Ivy {removed per forum guidelines}:
Regarding price match refund.
You:
Yes, I got that
ANd what email address are you sending it to?
Ivy {removed per forum guidelines}:
For this email {removed per forum guidelines}.
01-06-2021 03:47 PM
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,
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01-10-2021 10:43 AM
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.