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New Member
Posts: 4
Registered: ‎03-05-2021

Refused to Price Match My New TV Despite Proof of Lower Price.

[ Edited ]

I bought an LG 65" OLED CX from Bestbuy.com 2 days ago. Today I saw a lower price from a local competitor (Video Only). They do not sell online but they have a small website that has their prices listed. Clearly listed in the 6th column 3 up from the bottom a 2020 65" OLED CX model for $1999.{removed per forum guidelines}

There is only one 65" LG CX model made on the planet. One. Uno. One. But because the full model listed on Best Buy is OLED65CXPUA and Video Only didn't have the "PUA" at the end on their price sheet, they tried to tell me it's not the same TV. Really? Really.

I started a chat to request a price match, provided the link and proceeded to wait for 30 minutes for the agent to check. He finally came back and said it wasn't the same TV and they couldn't price match. I explained there's only on 65" LG OLED CX model made and it's the same. He said he can't verify that. I asked him to call Video Only and he said he was unable to make phone calls to verify. Really? What dude was doing for 30 minutes while he was supposedly verifying it, I don't know.

He then told me to call the 800 Best Buy number and they would be able to call and verify it is in fact the same TV.

So I did. After the agent verified that Video Only was in fact a competitor they would price match and then waiting another 30 minutes, dude comes back and says the same thing that it's not the same TV.

We are talking about one of the number one selling/rated TVs on the planet and this giant electronics superstore is trying to tell me a 65OLEDCXPUA is not the same as a 65OLEDCX even though there are zero variations or model difference known to exist.

I ask him to call Video Only and he says he too cannot make phone calls. How they verify local competitors with no web presence is beyond me.

So after over an hour wasted on this, I was given no price match despite their claim of they will not be beat on price.

It's very frustrating and I would love to have someone higher up please explain to me why Best Buy will not honor their price match guarantee despite proof of a lower price from a competitor and why can't their agents make a simple phone call to verify.

TV is going back and I'll go buy it at Video Only if i don't get some kind of timely response that makes sense, which I would have done in the first place had I seen their ad before I bought it at Best Buy.

Valued Contributor
Posts: 2,295
Registered: ‎02-07-2011

Re: Refused to Price Match My New TV Despite Proof of Lower Price.

That's not how price matching works anyway

They only price match competitors at the time of purchase. They price match themselves throughout your return period
Valued Contributor
Posts: 2,295
Registered: ‎02-07-2011

Re: Refused to Price Match My New TV Despite Proof of Lower Price.

And even then the model number has to match exactly.
They also have to be able to verify the item. A local store may be able to call, the online chat people are overseas.
New Member
Posts: 4
Registered: ‎03-05-2021

Re: Refused to Price Match My New TV Despite Proof of Lower Price.

I asked them before any of it started if it was too late to price match and they said no. They have a price guarantee for the entire time of my return window which is until April 5th in my case.

The model number were the same. There's only one LG 65 inch CX made.
New Member
Posts: 4
Registered: ‎03-05-2021

Re: Refused to Price Match My New TV Despite Proof of Lower Price.

I understand the ad for video only didn't have the pua at the end but by using common sense and a Google search anyone can come to the conclusion that it is the same one and only LG 65" CX model made in 2020. To that end why run me around and put me on hold for over an hour if immediately by looking at the link I provided that it's not enough. Tell me no and let me move on. You know?
Posts: 705
Topics: 31
Kudos: 151
Solutions: 49
Registered: ‎02-08-2019

Re: Refused to Price Match My New TV Despite Proof of Lower Price.

Hey, Samhain1978,

 

Thanks for reaching out! It sounds like you had a bit of a disappointing experience requesting a price match. I'm sorry to hear about this, and I can imagine your frustration here.

 

It sounds like your price match did not meet our Price Match Guarantee considerations, and I do apologize you were not informed of this sooner by one of our chat support specialists. We certainly don't want our customer's to feel like their time has been wasted. 

 

I'd be happy to formally document this experience here at the Best Buy Corporate Campus. Please send me a private message, utilizing the link in my signature below, with your full name, email, and phone number, and I can get started.

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-05-2021

Re: Refused to Price Match My New TV Despite Proof of Lower Price.

Well the price dropped literally everywhere on this TV to 1999.99 today. Bestbuy.com showed my member pricing (for Best Buy elite members, which I am one) as 1949.99.

Requested a price match to what the bestbuy.com was showing me (1949.99) agent would only adjust to 1999.99.

I just said OK and didn't try to argue because clearly it's a losing battle and I'll take what I can get and say thank you and be happy.