Points, Policies & Certificates

[jemaster]

How can I save myself a trip to the store and get a price match guarantee online?  I bought something online a couple of days ago for $149.99 and see it's $129.99 today.  I used, basically, $50+ in rewards points and $100 from a credit card.  I'd like to be credited the $20 difference.  I've been on the phone with different people at Best Buy for over an hour now and can't get help. (As I type I'm still on hold and my total talk time is currently one hour and 18 min and counting) One person said I don't qualify because I used reward points for part of my purchase.  Another person said the product isn't available in my area, although it clearly is.  

If I go to my local store that has the product and return the one I bought I will get a FULL refund including my Credit Card and Rewards Points.  Then I can re-buy it for the cheaper price and still use all of my rewards points and pay $20 less on my credit card.

Why can't someone save me the trip of going into a potentially Covid filled store and help me with this $20 credit?

Does being an Elite PLUS member for years not mean anything?  

[jemaster · Accepted solution]

Update- finally, after 1 hour and 45minutes + on the phone, a Supervisor (Chanelle <sp?>) was able to understand my issue and actually helped me!  Thank you to this supervisor who was able to take care of my issue.

[Derek-BBY Retired: Senior Social Media Specialist]

Hi, jemaster,

I'm happy to hear you were finally able to get the price match processed; however, it shouldn't have taken you sitting on the phone for almost two hours to process it.  A certificate is applied to a purchase pre-tax but is still treated as a form of payment, so the act of redeeming a certificate shouldn't prevent a price match from being honored. It may just result in a portion of the certificates point value being returned to your rewards account should the pre-tax total be less than the certificates value following the difference in price. Let us know if you have any other questions.

Happy Holidays!

[jemaster]

Thank you for confirming my understanding of the policy regarding price matching.  I've read the online policy and related Q&A many times over the years.  Hopefully, this post will help both customers and customer service associates in the future.  

[Derek-BBY Retired: Senior Social Media Specialist]

Please don't hesitate to stop by the forum in the future should you have any other questions or concerns.

Best Wishes,