Other Customer Service Support

[kmcgough]

Hello,

Back in mid-September i purchased an LG OLED TV from Best Buy.com. I am an elite plus member so with the 45 day return policy/price match window, I called Best Buy support when I saw a lower price on best buy's website.

I was told I was eligible for the price match, but because it was over 250$ it had to be sent to the "back office" for approval. I was told I would receive an email notification of the approval within a week or so. I waited a couple weeks and got no email. I called back and was told its still and processing and to wait again. No email. I called back again and they re-processed the request. Same waiting period. Waited and still no email. I called and asked to speak to a supervisor a couple of times within this period as I was spending more time than a customer should to check on a refund. I was told multiple times no supervisor's were available and one would call me when available. I never received a call back. With no email notification still I called today. I was told this time the refund was not approved because my TV in fact had a 15 day price match window. I was not informed of this from the multilple best buy representatives i spoke to on the phone over the past month or so. She told me to email customercare@bestbuy.com and submit a complaint as the fault was on Best Buy's end. I searched on this forum and found out that those emails essentially go no where and do not get responded to. Normally I do not submit complaints, especially considering I worked at Best Buy in a store for close to 7 years, part of that working in customer service. Typically in situations like this, the store would take care of the customer given that the responsiblity and fault was on best buy's end, not the customers. That is the case here. I feel given the hassle I've had to go through working with several different representatives being told the wrong thing (that I was eligible for the price match), the time spent on the phone with them, that best buy should take responsiblity of this and issue me a refund. Can someone please ensure this gets addressed by Best Buy corporate, and have someone work with my directly for a solution? I have been a Best Buy customer since the mid 1990s, and they usually do what they can to make things right.

[AndrewB-BBY Social Media Specialist]

Good afternoon, kmcgough,

Thank you for taking the time to visit our community forums. Our Price Match Guarantee is a great way to make sure you get the best price possible, I'd be glad to see how I may be able to help.

Can you please clarify when you requested this price match?  As you mentioned, we can process a price match while you are within our Return & Exchange Promise but it sounds like this purchase was made some time ago.

 I'd like to take a closer look at your case history and will need some more information to do so. Can you please send me a private message that includes your:

Full name
Email address

Phone number

You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

[kmcgough]

Andrew,

Thanks for your response and looking into this matter. I sent you a private message with the information requested.

[kmcgough]

Andrew,

I responded to your private message yesterday. I apologize for the delay I was out of town for the weekend and away from my computer.

Thanks

[SeanM-BBY Retired: Social Media Specialist]

Good afternoon, kmcgough,

Thank you for your response!  Andrew is unavailable at the moment, so I’ll be replying to your message momentarily while he’s away.  To read my message, you’ll just need to log into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.

Speak to you shortly,