Other Customer Service Support

[BarryWest]

I purchased some items in-store and the price dropped the next week (well within the return period) at Best Buy and the competitors.  I submitted a request for a price match through chat and was told that the items were elgible and that a refund would be processed in the next few days.  It's been 3 weeks and the refund has not been processed.  I called to check the status and the person put me on hold and then hung up after 25 minutes.  I called back and the person (Neal) said that the claim was denied but didn't know why and needed to consult with someone.  He put me on hold and never came back.  I have the transcript from the original chat which confirms that they agreed to the price match and has my case ID.  Please contach me with an explanation as I could have simply returned the items and repurchased them and would have spent significantly less time. Why is Best Buy not honoring what they agreed to?

Excerpt from Nov 18th chat:

Jill S (18:01:59 GMT) : I have checked the details, Great news! both the product are eligible for a price match. 
Visitor (18:02:17 GMT) : Great
Jill S (18:03:31 GMT) : I will process your refund request, allow me a minute please, I appreciate your patience thank you for  staying connected with us.
Jill S (18:05:35 GMT) : Thank you for staying online.
Jill S (18:05:48 GMT) : I’ve submitted your refund request! It will take a few days to be processed and then the refund itself should show up with your card/bank after up to one billing cycle. 

[Alyssa-BBY Retired: Social Media Specialist]

Hi there, BarryWest,

Thank you for taking the time to join our communities, and for bringing this to our attention. I love a great deal myself, and enjoy utilizing our Price Match Guarantee when applicable as well, as it sounds like you do also! Once a request is processed, it may take up to one billing cycle for any refund to reflect to your account.

While there are exclusions that may prohibit us from honoring a price match request, I understand wanting to check on this. I'd be more than happy to look further into this! To do so, I will need to gather additional information to review your order and request.

To get started, can you please send me a private message that includes your full name, phone number, email address, and order number? Please also include additional information regarding the price match you requested. You can send a secure message by using the Private Message option below in my signature.

Best Regards,