05-01-2019 08:37 AM
After 2 hours, multiple phone calls and 6 chat sessions I still have no satisfaction from a toothless Best Buy customer service department. All the agents do is keep saying "we apologize for any inconvenience" and other canned, cute, feel-good customer sayings. I recently purchased an expensive TV online and was approved for a price match by BB agent after he reviewed the competitor's offer as we spoke. The competitor's offer had no BB exclusions at the time it was checked so my price match discount of $439 was approved on the spot (transcript documentation #224979460)! After waiting over a month for the refund to be processed (one billing cycle required), I called customer service and found out that some second-level BB department rejected the previously approved price match after they reviewed the price match a day later. Apparently, the competitor changed their webpage after my purchase was approved but when this second BB verification was made, of course the competitor's offer had already been updated. Everyone knows that online price offers change regularly but, at the time of my deal, the offer was completely valid by BB's own terms so it should have been honored regardless if the competitor changed it a day later. Not only that, but BB never bothered to notiify me of their decision to reject the price match after-the-fact. When I asked to speak to someone in the verification department regarding their desision I was told that no one is allowed to speak to them! By the way, I have this entire process fully documented along with the admission by BB that proper notification was never sent to me. So, essentially, BB canceled the price match "contract" without notification or giving me the option to cancel the purchase. It is apparent that BB is using this price match scam to suck buyers in and then reneg on the refunds by fabricating exclusions and then hiding behind some mysterious "verification department" that unilaterlly cancels deals with total impunity. I have already begun to file complaints with my credit card company as well as other business and government organizations. Ironically, it's interesting to note that I have been such a loyal BB customer over the years, that BB now refers to me as an "elite customer". Wow, nice way to treat your customers, Best Buy - you should be proud. In summary, I have had it with BB so nothing short of a $439 refund will make me withdraw my complaints against Best Buy. And don't bother to "apologize" any more!
05-01-2019 02:30 PM
Yes, I was charged the full Best Buy price and then I was subsequently denied the agreed-to $439 refund that was approved by the Best Buy agent at order time. The Best Buy price match policy states that the price difference will be refunded to the original credit card used for the purchase. That was never done.
05-01-2019 03:01 PM
Hello, jlomberk, and welcome to our online community!
Thanks for reaching out for support on our forum. I understand you are not searching for any more cookie-cutter apologies here, and I understand where you're coming from. I would be looking for assistance with this price match issue as well, and I'd like the opportunity to work with you on this.
That being said, I'd also like to thank you for being an Elite customer with us. We truly appreciate your business. I'm happy to dive into what might have happened with this price match and see what I can do on my end. Please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name, below.