Hi,
I called Bestbuy Elite Plus phone number online in August as I was trying to make yet another purchase and saw the product I was trying to purchase was on a bundle. The representative I spoke with was trying to help but noticed that we weren't able to place the order because Best Buy had run out of the *free* product that came with the purchase. He adviced me to call back in September and even provided me with his extension to call back and place the order. Before we hung up I had him verify the promotion was still in effect in September and he was able to confirm with corporate that the bundle would still be in effect.. Fast forward a few weeks and call him again in September, he apologized but he was informed the bundle was no longer active and he would not be able to help. I explained to him that if I he wouldn't have told me to wait and call back, I would have just ordered the product back in August and at least received $100 off. He understood and spoke with corporate and as a one time curtesy they were going to *Price Match* the bundle.... Little did I know this would result in a 3 month engagement and 15+ plus hours calling Best Buy.... The resolution was that I would pay full price for the product which was a total of $750 and they would submit a *Price Match* request to have a credit of $250 back on my card since that was the original bundled price.. Before we hung up he explained that this was approved by corporate and his back office team would just need 24-48 hours to process the order. (which was a lie).
After waiting for a week, I decided to call since I hadn't received a call, text, email or even a carrier pigen with any update. And to my surprice the request had actually been denied and was never approved. I asked to speak with a supervisor and they explained the request had been made incorrectly. They adviced me they would resubmit it with the appropriate information and should have it approved. They asked me to wait 3-5 business days to get this approved and receive a call or email... Again I waited 7 days and decided to call back since I didn't hear back from anyone. After explaining to the rep for an hour the situation and being put on hold multiple times I asked to speak with another supervisor. Who then told me the request was denided becuase they couldn't find a previous order that was returned. The supervisor tried to explain the situation and said she needed to submit yet another ticket through Retail Price Match and it should be approved that way. At this point I am frustrated and explained this has been sitting in my back and the bill is coming soon... She told me this would be taken care of and it would just need to be submitted to the appropriate department. Again I needed to wait 3-5 business days for an answer. After waiting another 7 days, I called becuase noone called me for an update or anything.. To my surprise it was decliend again for some weird reason.. At this time I asked to escalate the issue and find a resolution.. The response was to just return the product, which has now passed the return policy and has been installed in my house. I told them if I return it I need approval and the money back for the services I paid for to get this installed. Otherwise I would call my bank and have them dispute the charges.. She asked me not to call the bank and to give BB a chance to make it right. I told her I would give them one more chance and they would take care of the issue and look to see what else they can do to make it right. She said the escalation should take 24-48 hours, I gave her 5 days. Since noone called me or emailed me, I called yet once again. And asked to talk to the team that handles the escalation. After 45 minutes of waiting, the representative told me he would need to submit yet another ticket for the team to call me and adviced me to keep an eye on my phone. They were going to call within 24-48 hours. Again they never called or emailed. I called and asked to speak with a supervisor, which to my surprise, they were all in a meeting and couldn't ansewr my phone. The rep spoke with her supervisor and they said they would call back the next day at 11am EST. Never received a call back or anything...
At this point I don't see the beneift of being an Elite Member of buying from Best Buy at all. I have always been a loyal customer. But transparency and keeping a promise is not a good way to retain customers. I am now working with my bank to resolve the issue as Best Buy price match is a lie and complete waste of time..
Never buying or going back to a Best Buy store again.
AndrewB-BBY
