Best Buy Price Matching Fiasco

I wanted to let you know of the horrendous customer service I have just recently experienced trying to get a video game price matched. It should be a rather simple thing to take care of, and yet Best Buy wasted about two hours of my time today.
Today I drove to your West LA Best Buy location to pick up a copy of NBA 2K15 for Xbox One. Since Walmart is running a sale on this exact item for $29.96, I brought the printout to the store. I show it to the salesperson, they go back and talk to other people, then she comes back and says "I'm sorry, this is out of stock at Walmart so we cannot price match it." I told her I just looked recently and it was in stock, and I asked her if she checked both online and in-store options and she said "yes, it's out of stock both in-store and online." As my phone did not have good reception in the store, I could not verify for myself.
As I was back in the car driving, when I had better service so I pulled up the Walmart site on my phone and navigated to the listing. While their site said you cannot order through Walmart's mobile site, you can through the normal Walmart.com site. As soon as I brought up the regular non-mobile page, there the game was, in stock. The Best Buy representative must have either straight up lied to me, or checked on a phone and didn't really investigate it. In any case she did lie to me regardless, since I asked her if she checked if it was in-stock in-store and she said yes. This is completely unacceptable, and it was a waste of my time, gas, and patience. On a side note, this is not the first issue I have had recently with this Best Buy location.
My issues didn’t stop there. I then had to resort to calling the Best Buy hotline to try and price match. The representative was very nice, checked the item on Walmart’s website, saw it was in stock, and was trying to get the price match to go through, but was having issues. I was on the phone for almost 30 minutes, still waiting for her to put it through, and then it got disconnected. When I called back and got a representative, she too was very nice, and apologized for me getting dropped, saying that other customers have had issues today as well with getting dropped. She said she saw that the last rep was trying to price match the game. She goes and looks up the game on Walmart’s site, and she says she can’t price match because the item is not in stock. I tell her it was when I spoke to the last rep, it was in stock, and I was just calling back to complete it. I’m already 15 minutes into this new call now. I ask to speak to a supervisor. I wait, and wait. About 15 minutes later, she gets a hold of a supervisor who she is speaking with over chat, and the supervisor gives her permission to put the price match through. This ends up taking quite a while longer, supposedly due to new systems being implemented. All in all, that second call ended up taking just under 50 minutes. So on the phone today, Best Buy wasted an hour and 20 minutes of my time. Then you add another 30 minutes or so for the drive to and from the West LA Best Buy store.
This whole situation today is completely unacceptable, and really isn’t a good reflection of the customer service Best Buy gives. This is even more troubling considering I am a loyal Elite member. Best Buy makes it seem like they value their customers, especially their Elite and Elite Plus members, but with the recent customer service issues I have experienced, it seems that isn’t the case.
I would very much like to know what will be done so that the West LA store has representatives who know what they are doing, and also what Best Buy will do for me for the frustration they have caused and the time they have wasted.
Thank you very much for your time and understanding in the matter.

John-BBY wrote:
Hello FlyBri,
Best Buy's Price Match Guarantee is a great way to ensure that you get the best possible price on exciting products and still have the benefits of purchasing through us. I was delighted to read that you were successful at taking advantage of it, though I regret that you had to invest such persistence in achieving your goal.
In truth, our stores will price match their local brick-and-mortar competitors on the condition that our requirements are met (i.e., the competitor must be in stock). Our store representative rightly informed you that we could not match our competitor's price if they had verified that their local store was out of stock. That being said, and as I previously mentioned, I was happy to read that your perseverance was rewarded via BestBuy.com.
I'm very grateful that you wrote to us about your experience and for your feedback.
Sincerely,
Hi John,
I appreciate the response, but I believe you unfortunately misunderstood the situation and what had happened. The Best Buy reps at the store DID NOT correctly verify that the item was out of stock.
A local Walmart store did have it in stock, as did ordering it through Wallmart.com. The representatives checked on a cell phone, which goes to Walmart's "mobile.walmart.com" website. The item was not available for sale through that specific mobile version of the site, but it does say that it is available on their main Walmart.com site. In addition, when on the main site, a check of the stock of a local Walmart store showed that there were copies available. So obviously the Best Buy representatives did not rightly inform me because they did not check the way they should have.
I also believe you are mistaken regarding the Best Buy Price Match Guarantee. Even if a local Walmart store was out of stock, if the Walmart.com website does have stock of the same item I am trying to purchase from Best Buy, Best Buy must price match it. To quote a portion of Best Buy's Price Match Guarantee language from the BestBuy.com website, "At the time of sale, we price match all local retail competitors (including their online prices). It says nothing about the stock having to specifically be in the local stores only. It's a moot point though, as at the time there was stock in a local store.
So the Best Buy reps at the West LA store did not do their job properly as you mistakenly thought they did. And because of this, I had to waste valuable time and energy to get a simple pricematch done. The problem is that this is not the only incident I have had to deal with in the last few months (and the second I have had to deal with in that specific location), and is especially disconcerting for being an Elite member as well. I am hoping the employees at that location can be better trained, in addition to taking care of the software issues plaguing the phone reps, so thtat they can put through a simple price match quickly, without it taking an hour and a half.

Similar Messages

Best buy price match nightmare

I placed an order online for in store pick up. A few days later the item went on sale on best buy.com. I am still within the return policy/ price adjustment time frame. The item was for the special edition ps4 white "bundle". It is the special edition that Sony released and was available at all retailers. It called and asked for a price adjustment since it was exactly the same item that I placed. Same SKU and not one of those longer SKU that best buy has for their bundles(ex. When you buy a camera with an additional lenses it has a super long SKU number). I called best buy for the price adjustment and the customer service rep checked it on the best buy website and found the sale price of 349.99. She said it would take 24 hours to process. I waited a week and saw no credit back to my best buy card. Today I decided to call and a supervisor told me it was rejected because it was a bundle. She states that the price guarantee prohibits the adjustment of bundles. I tried to explain that this item isn't necessary a bundle as it already comes with the game inside the system. These are how all game systems are lately. Wii u comes with Mario world and Nintendo land together, Xbox one has assassin creed and ps4 had the destiny. I have a case number which I can give if it helps but I would like someone to look into this issue please. I have a best buy card, elite plus status but after this I may be considering taking my business elsewhere.

Hello angryconsumer17,
Welcome to the forum, and thank you for being a loyal Best Buy Elite Plus member. Our Price Match Guarantee is a great way to ensure you'll always be protected in case the price of your product goes down a few days later. I'm very sorry if you were first told that your PS4 White bundle would qualify for the price match, and had to call to inquire the status only to find out it was denied. I can understand that would be upsetting, and I would be happy to look into this.
Using the e-mail you registered on the forum, I was unable to locate your information or the order. I would appreciate it very much if you could send me a private message with your name, phone number we have on file for you, the case number you were given, order number, and e-mail address. To send me a private message simply click to the right of my signature below. I also assure you I will be documenting your experience for internal review. As you were informed, per the terms and conditions of our Price Match Guarantee, there are some conditions that must be met in order to qualify, but this should have been communicated to you from the first time you called to request the price match.
Again, I truly apologize for any poor service you have received, and I look forward to hearing from you.
Sincerely,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

None of my Best Buys will price match!

I'm trying to get a Galaxy Note 2. Amazon.com and Walmart.com have it for 249.99. Neither of my Best Buys around me will price match the phone, they wont even look at the promotion listed on the website. What should I do?

So you are not following your own policy.....
Customers can receive a price match on the above promotions by providing information about a competitor's price either with a Best Buy employee in our Stores or by calling 1-888-BEST BUY (1-888-237-8289). On qualifying products, Best Buy will then verify pricing to complete the price match.
Valid for purchases made between October 7, 2012 - November 17, 2012 and November 27, 2012 - December 24, 2012. Best Buy may amend these terms at any time. All other terms and conditions of the Best Buy Price Match Guarantee apply.

My Horror experience with price match at bestbuy for an appliance, HOW BAD WAS UR EXPERIENCE?

My Horror experience with pricematch at bestbuy
THEY ARE GREAT AT GIVING RUN AROUND FOR PRICE MATCH UNTIL THE COMPETING STORE RUNS OUT OF STOCK, THEY THEY SAY ITS OUT OF STOCK. NICE TRICK TO SAVE MONEY BUT THEY WILL LOOSE CUSTOMERS.
I saw a LG range that was for sale at frys for 499. best buy had it for 1299 or something. I went to store asked if they had it, lady said they don't have it in stock buy they can order it. so she sends me to appliance guy and he tries to order it when it came to payment i presented the price match. and he said it cant do that big of a price match. try calling best buy at this # 1888 237 8289.
when i called best buy price match hotline i talk to Cody (girl) she calls frys and says they don't carry it, I said it is possible that they may have ran out of stock while we were talking but they definitely carried it. I said i just called and they have it because it on sale today and its on the flyer, so she says lets call together and you can talk. at this point after long wait we get a rep, i gave them the model # LRG3095ST and referenced the ad and she said we just sold the last one. at this point i asked cody if she had anymore questions at this point i am expecting to here cody but nothing, she disconnected the call ( may be because she had to deal with such a big price match or may be they are trained to do this so they would avoid taking loss from big price matches like this one.) (IF THIS WAS NOT INTENTIONAL SHE HAD MY HOME # AS WELL AS CELL TO CALL ME BACK BUT NOP).
AT THIS POINT I LOST OUT ON PICKING UP FROM FRYS, THINKING BESTBUY WILL DO A PRICEMATCH.
I called back and got jessica, i asked if i can talk to same person so i don't have to start the story all over but she said they have no way of knowing who was the last person. so i repeat the whole story again and explain that it was available when i was at the store and before i called you guys. so she says ok fine i have to get approval from a supervisor. then she comes back and says supervisor is not available at the moment, so i asked when will he be back and his name. she said they are not allowed to give that info. ( i was very surprised) she said she would have them call you back, so i said looking forward to it. I waited the whole day 3/12/15 and next day till afternoon, never heard back from anyone.
So again on 3/13/15 i decide to call back and get Terry. I asked if i had to repeat the whole story again and she was in a whole different world, not understanding a (removed per forum guidelines) thing. so i asked for supervisor again. So here I got Tod as their supervisor, I asked if he got any message to call me back and he did not answer. So he starts asking for my purpose, so i explained the whole story again and he says you have to take it up to store we cannot do anything that happened at the store. you should take it up to store and complain up to senior level and see if they can do anything.
AT THIS POINT I DIDN'T CARE I WOULD RATHER GO TO FRYS AND PICK UP ONE THEN RELYING ON BESTBUY TO DO A PRICE MATCH BECAUSE THEY DON'T REALLY CARE TO DO A PRICE MATCH IT JUST A WAY TO GET AND KEEP CUSTOMERS BUT WITH THIS KIND OR UNETHICAL PRACTICE SOON BEST BUY WILL GO OUT OF BUSINESS. WASTED MY 3-4 HOURS FOR NOTHING. HOPEFULLY I WILL TRY TO MAKE OTHERS AWARE OF THIS POOR PRACTICE SO OTHERS DON'T HAVE TO WASTE TIME LIKE I DID. IF THEY CAN'T PRICE MATCH BIG DIFFERENCE IN PRICE THEY THEY SHOULD HAVE THAT LISTED IN THE FINE PRINT THAT THEY ONLY PRICE MATCH UP TO CERTAIN DOLLAR OR % AMOUNT.
THEY ARE GREAT AT GIVING RUN AROUND FOR PRICE MATCH UNTIL THE COMPETING STORE RUNS OUT OF STOCK, THEY THEY SAY ITS OUT OF STOCK. NICE TRICK TO SAVE MONEY.
I HOPE TO HERE FROM THEM.
(removed per forum guidelines)

Hello TOMINATOR,
Best Buy's Price Match Guarantee is a great way to ensure that you get the best possible price on exciting products. I was gratified to read that you were attempting to avail yourself of it, but quite disheartened by how your request for a price match was greeted at the store. Certainly we did not set out to disappoint you and I apologize sincerely for having done so.
Our store associates should complete any price match request from you or our other customers as long as it in alignment with our requirements (see link above). While we do require that our competitor be in stock, the amount of the discount should never be an issue. After your interaction with the appliances associate, did you speak to a manager about his having declined your request? At what store did this occur?
Please know that I'm very grateful that you wrote to us with your concerns and shared your feedback with us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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Moto 360 Price Match.

Hi I am interested in purchasing a Moto 360 Smart watch. The current Best Buy price is 299 and there is a promo to get 100 of the price of the watch if you also purchase an Android smartphone. Amazon currently has this watch priced at 219. Will Best Buy price match Amazon for the 219 price and provide the 100 dollar discount as long as I purchase the Android phone? Also is there any exclusion for the phone. Does it have to be a contract phone or can it also be a prepaid phone as long as it is Android?

Hello doubledjp-
I apologize, but we are not able to provide any details regarding upcoming pricing on products. I would recommend watching the items as xl listed in his post.
Thanks!
Bill|Senior Social Media Specialist | Best Buy® Corporate
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Galaxy S6 Price Match

Will Best Buy Price Match the Galaxy S6 out-of-contract price? Best Buy price is $749.99 and other retailers such as AT&T and Amazon show $684.99. I have contacted a couple stores in my area and they have given different answers. One said yes and the other said no.

Hello peter_johnvw123,
Welcome to the forum! There's been quite a bit of hype surrounding the Samsung Galaxy S6 and S6 edge. When placing a pre-order with us, it is important to know that if our price is lower at the time of release, you should receive the lower price automatically.
Unfortunately, as we aren't accepting pre-orders for the full retail price, we wouldn't be able to provide a price match on such a transaction at this time. With that said, once the phone releases, we should be able to price match full retail price of a contract mobile phone to a local competitor, providing it meets the rest of our Price Match Guarantee qualifications.
I hope this clears up any confusion and I apologize if this causes you any disappointment. Please let me know if you should have any questions!
Sincerely,
Tasha|Social Media Specialist | Best Buy® Corporate
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Best Buy 100% Price Match Guarantee FAIL for Elite Plus member!!!

So during the Black Friday weekend I purchased a Dyson vacuum at a store. I understand that Best Buy does not match pricing DURING Black Friday weekend. So on 12/15 Amazon had the vacuum on sale for $26 less than what I paid. Again, this is not Black Friday weekend but the item was purchased over Black Friday weekend. So I called in for Best Buy to match the price. I spoke with someone who seemed like temp help. It did not sound like she was in a call center and she didn't know much and seemed to be IM'n with someone to get answers. After initially telling me they would not match the price because the item was purchased during Black Friday I explained that it was no longer Black Friday and Best Buy policy does not obsolve them from matching prices for the next 5-6 weeks (the return date is 1/15/2015) from all items purchased over Black Friday weekend. If so, no one would buy during Black Friday. She said she would submit the price match and I would get an email letting me know if it has been approved. I was patient and waited 2 weeks and nothing. I called back and was told that the price match department was swamped and to please be patient. So I waited till today to call back for the return date is in 2 days and still no price match email. I am now being told that Best Buy only matches their own pricing if not at the time of sale AND they only match the price that same day when they can confirm the price. (which makes sense) I'm also being told my price match was never sent to the correct department so it has been sitting in case # purgatory for the past month. Why is any of this my fault?! I spend over $3500 per year, year after year and I'm supposed to get 'Elite' service. I know more than the people I'm speaking with on the phone! I called in with a legit lower price, waited patiently for Best Buy to match, have now spoken with 3 different reps, been told something different each time about the price match policy (every time they were wrong) and now I'm being told because it wasn't matched when they could confirm the price they won't match the price?! What am I missing?!
Total Price Match FAIL for Elite Plus member!!! I can only image how people that aren't Elite are treated! :-)

Dear iamkraz,
Thank you for bringing us your business this holiday and for your continued loyalty to us as a My Best Buy Elite Plus customer. I am sorry if your recent experience has left you disappointed after the service you received. I would be happy to help clarify this for you.
Per our Price Match Guarantee, “At the time of sale, we price match all local retail competitors (including their online prices) and we price match products shipped from and sold by these major online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com.” The only price match we would perform after the initial time of sale would be to a lower price in store or on BestBuy.com during your respective Return & Exchange period. You should have been provided with this as the reason for not receiving the price match when you were speaking with our support teams.
My apologies for any confusion this caused. I would like to get some more details from you about the conversations you had so I may properly document this here at the corporate level for coaching and training. Please check your private messages by clicking on the envelope in the upper right-hand corner while you are logged into the forums.
Regards,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Unable to price match Shadow of Morder including GCU discount

Well I think was Sunday I called in try to get Shadow of Mordor price matched at currently weekly ad price of $49.99. As the purchase was made with the GCU, the phone rep had no clue what GCU was and did not know that the GCU discount stacks with price matches on Best Buy prices. Anyways a note was sent to the Price match department and I was told I would be contacted within 24 hours which has past by a few days already.
I just wanted to get this down in writing now before sale ends. GCU being a new program seems be unheard of by many employees. I hope word spreads out to all customer reps, so these issues could be solved more easily. I know this isn't going to happen anytime soon, as not employes do not know everything about the company they work. Even the company I work for I don't know everything when someone asks me a question.
Solved!
Go to Solution.

Hi himeko123,
We recently communicated a detailed overview of the Gamers' Club Unlocked program and its benefits to our retail stores and support teams, so it's disheartening to learn that customers may still be experiencing difficulties obtaining price adjustments when we lower our sale price on qualifying items. I'd be frustrated too if I found myself in a similar situation, especially if follow-up was promised but no indication was given exactly when that might occur.
I've sent you some information, so please make sure to check your private messages when you have the chance to do so.
Aaron|Social Media Specialist | Best Buy® Corporate
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Sears price match with rewards

Sears is offering the 16gb Samsung Galaxy Tab S tablet for 499 and offering 150.00 off next purchase as Shop Your Way Rewards. Someone posted on another web site that a Best Buy matched this for him as $150 off the $499 best buy price. Can I expect to get the same match? Thank you.

Hello Fletchbes,
It's great that you're looking to use our Low Price Guarantee to get the best price possible on a new Samsung Galaxy Tab S. Being a frugal shopper in our modern world is a great virtue.
In looking at our competitor's offer, it appears that they are offering a point bonus to purchasers who are members of their loyalty program. Our Best Buy stores would happily match their promoted price if it is lower than ours, but would not subtract a discount, nor would they award My Best Buy points for your purchase to match our competitors promotion. I regret that I don't have better news for you.
Please know that I'm grateful that you wrote to us with your questions!
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Watch Dogs - $35.99 Amazon Price Match

Will Best Buy honor this price match? And is it possible to combine this with my Gamers Club Unlocked 20% discount?

Hi JonnyD108,
It looks like Roxxell has most of the basics covered, but to clarify: Best Buy will match the price of most identical, in stock items that are shipped from and sold by Amazon itself. These items cannot be sold by third-party sellers, and your Gamers' Club Unlocked discount would not apply if a price match is requested. For more information, I'd encourage you to check our our Low Price Guarantee FAQ:
BestBuy.com > Help Center > Low Price Guarantee
http://bbyurl.us/LPGFAQ
I hope this helps.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Best buy won't price match my ps4 destiny bundle after It went down 349.99

Hello how are you doing? I recently bought an item from you guys, my order number is {removed per forum guidelines}. Specifically I am referring to sku:6731019. Within a few days after I purchased the item and most certainly within the return/exchange period the price was reduced by $50.00. Today December 26th 2014 I called customer service regarding price matching this so that I could be given the $50.00 difference but instead I was told that due to that fact that the best buy website is showing that it is not available as per the price match policy I won't be able to get the priced matched. Please keep in mind I am not asking you guys to honor a competitor's price on an out of stock item, I am just asking that you guys honor your OWN price which changed less than a week after my purchase. Although your policy may be written in black and white, life isn't and I am asking that you guys to review my case in isolation and honor the price. I can't help but wonder if you guys purposely altered the page so that it won't even show a price and just show that it is no longer available. Actually what does that mean? Will it be available again in the near future or you no longer carry the item? And if it will become available again why wouldn't a simple out of stock label suffice until stock is replenished? I am in no way saying that I know anything about your Web design practices but I think my question is a fair one. Today I spent over an hour on the phone with customer service reps who told me that they can't do anything to resolve my issue as a customer and i also spoke with a supervisor named Kyle who insisted that that was the bottom line and he just can't help me and there was absolutely no one above him I could speak to regarding my case. Apparently he is the CEO. I am hoping however that this email will not go unanswered and I will get my issue resolved based on the simple fact that there is a record that I bought the item at one price from you guys and it went down fifty dollars less within the return period. The fact that I didn't call 10 seconds after you lowered the price and before people flocked to it causing it to sell out quickly shouldn't play a role in your decision. You guys need to make this right. You blocked the website from showing it right now but it is all over the Internet that it was 349.99 and if you Google destiny bundle best buy you see the 349.99 price in the preview of the result.

Hello noreik,
I was disappointed to read that we weren't able to honor the price match request you made. Please know that I apologize for having disappointed you.
In looking into your concern, I note that your request was made after the product's sale price had expired and the product was no longer available. Per the terms of our Price Match Guarantee, products eligible for price match must be currently in stock and the sale price in effect. Given these requirements were not met, we would not be able to offer you the price match. I regret that I do not have better news.
Thank you for writing to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy manager escorted me out of the store after refusing to price match

Let me start by saying that I have never been escorted out of ANY retail store or business. It was appalling and embarassing and I left so angry that I might never return to Best Buy again. The store in question is:
SAN RAFAEL CA (Store 1021)
700 Du Bois St
San Rafael, CA 94901-3905
Manager - Earl
The Story:
Yesterday, Fry's Electronics started an online/storewide sale on one of their LG LED HDTV's which I'm assuming was to clear out inventory. It was a great sale and I was hoping Best Buy would have one in stock because the nearest Fry's location was several cities away--while there were at least three or four Best Buy's on the way. And having used Best Buy's price matching system before, I was confident that everything would go well if I decided to drop by.
I walk in, immediately go to the TV department at the above mentioned Best Buy location and I asked one of the employee's to run the SKU number to see if he had one in stock. He had 1 left. I told him I'd take it and I also asked him if he would price match it to Fry's. He said no problem as long as I showed him the link or advertisement, step-by-step. So I took my phone out (also purchased at Best Buy...) and went through the Fry's website. All good.
He kept staring at his computer and after a while, said, "Sir... I can't give the TV away at that price ($349). It's too low--however, I can go down to $399 for you". I was a bit confused and eventually asked him why my price matching request all of a sudden became an auction or barter for pricing. He said something along the lines of "Well, it's case by case really, and under these circumstances and considering we only have one unit left, I cannot let it go for such a steep price cut". I was starting to get frustrated so instead of taking the conversation any further, I simply asked him if I could speak to his manager. He pointed towards the front of the store and told me to look for a guy named Earl. I actually asked him if he could just intercom the manager to come over to the TV department and he said "No, he's right in front over there".
So I walk over to the register area and of course, the manager is NOT there. So I asked one of the guys in front to grab Earl for me and a few minutes later he showed up. Now at this point, I wasn't looking to fight or argue with anyone. I know people who scream for the manager every time something trivial happens and I'm just not that type. I just wanted someone with authority to explain in better detail and I have never even talked to a Best Buy manager before. Earl came up to me and I introduced myself and shook his hand.
I started out by asking him about the Price Match policy and he immediately said "Yes, we price match but we don't do it for 1 day sales and stuff--you're the one talking about that TV right?" I explained that I had no idea whether or not that particular sale was for exactly a day but asked him why it mattered in the first place. I proceeded to tell him that it's not some kind of special "holiday" event and that it was probably just for clearing inventory purposes--which also explains why Best Buy only had ONE left.
He paused for a second and said "Well, you know even if that were true, we couldn't price match it because technically it's not a local retailer... it only applies to brick and mortar stores that are within 25 miles from our location here and I know for a fact that the nearest Fry's is farther than 25 miles from here". I was a bit stumped at his response but eventually asked him whether or not that part of the policy was referring to independent, local businesses in the area that also sold similar items--and not referring to MEGA RETAILERS like Fry's that has an online shopping and ordering system (because Best Buy had no problems price matching to Amazon or Newegg in my experience).
I actually said "You would give me the TV if Fry's was 24 miles away, but somehow won't if it turned out to be 26? Do you see how strange that sounds?" He said that if I wanted I should look it up on the map to verify for sure. I looked and indeed it was 34 miles away. While I was looking, I also noticed that there were 2 Best Buy locations that were closer and within that "25 mile radius". So I asked again "Sir, you're not making much sense. There's no reason why THOSE Best Buy locations would price match but you won't. I REALLY don't think that the 25 mile radius rule was made for this kind of scenario...not to mention that the sale that I found was on Fry's website...".
I could tell that he was getting frustrated at this point but seemed pretty stubborn. He asked me if I wanted a printed copy of their Price Matching guidelines. I said "Absolutely... go for it. I'd love to see what you're talking about". This guy took 3 steps towards the counter before turning around and said "You know what, I'm not going to do that for you--and as a matter of fact, I think it's time for you to leave". THIS made me furious--but I took a step back and asked him why? Sure, we were having a bit of an arguement over Price Matching but I wasn't yelling or screaming or causing any sort of public disturbance. There weren't even any customers nearby--the only people who might have overheard us was a few of the Geeksquad technicians since we were standing next to their booth.
I told him again, that I just wanted to know why he seemed so adamant about not price matching the TV set. He said that he tried explaining to me but that I wasn't "getting it" so it was time for me to leave. I said "You know what, all you keep doing is pulling excuses everytime I ask a question. What if I walked in here tonight and told you the sale was from Amazon or something? How is this different..?"
At this point he pointed to his employees as if they were security guards or something and they ESCORTED me out of the (removed per forum guidelines) store! Like I was a thief that just got caught stealing something! At this point I was mortified because now there WERE people who were looking and I had to do the walk of shame back to my car as if I were some second rate citizen.
As absolutely embarassing as that was--I still wanted to purchase the TV. So I called another store that was much farther away from me but I figured it would play into that 25 mile radius quib--not that it should matter:
EMERYVILLE CA (Store 499)
3700 Mandela Pkwy
Oakland, CA 94608-3566
Spoke to a very nice lady at their location and she checked to see if they had any in inventory. I was on hold for a while but she physically went around the store to see if they had one. Again, they had ONE. This time, it was an open-box unit. Because I didn't want to waste any more time, I immediately asked her if they would be willing to Price Match to Fry's. She said of course--and that so long as the sale was visible online and that I could show her, that would be no problem. She also said that if I decided to take advantage of Price Matching, I would not receive their open-box discount (the discounts don't "stack"). I said that's fine and asked her if she could do her best to hold it for me as I was on the way and slightly stuck in traffic.
She spoke to the TV department folks and they said they would hold it no problem til the end of the night (it was already 7pm when I called). She took my name and number and I told her I would be there in about an hour.
Lo and behold I arrive and the TV is gone. I couldn't track down the girl who spoke to me over the phone, and the TV department guy that I spoke to said he had no knowledge of them holding any sort of TV for anyone (he wasn't lying--he really didn't seem to know). Awesome.
Best Buy - 2 / Me - 0
Thanks for the most horrific retail experience ever, Best Buy. You win.

They do not match online prices for Fry's under their new policy. Hence it would only be if there was a Fry's within 25 miles of the said store
"The Details:
At the time of sale, we price match all local retail competitors (including their online prices) and we price match products shipped from and sold by these major online retailers: Amazon.com, Bhphotovideo.com, Crutchfield.com, Dell.com, HP.com, Newegg.com, and TigerDirect.com.
We match BestBuy.com prices on in-store purchases and in-store prices on BestBuy.com purchases.
If we lower our price during the return and exchange period, we will match our lower price, upon request.
Our Price Match Guarantee covers one price match per identical item, per customer, at the current pre-tax price available to all customers.
Our Price Match Guarantee does not cover:
The online prices of retailers not listed.
Contract mobile phones sold by any online retailer.
Products shipped from or sold by third-party sellers (Marketplace sellers) on websites.
Competitors' service prices, Best Buy For Business transactions and BestBuy.com Clearance & More and Marketplace items.
Any financing offers, bundle offers, free items, pricing errors, mail-in offers, coupon offers, items that are advertised as limited quantity, out of stock items, clearance items, open-box items, refurbished items, pre-owned items, deal of the day, daily deals, special hour sale event items, credit card offers, gift card offers, rent/lease to own items, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor."
"What is considered a local retail competitor?
A local retail competitor for retail store purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25 mile radius) of your local Best Buy store. A local retail competitor for BestBuy.com purchases is a retail store authorized by a vendor to sell a new, factory-sealed product with a warranty and is located in the same market area (within a 25 mile radius) as either the billing address or the shipping address on record for the purchase."
http://www.bestbuy.com/m/e/promotion.jsp?id=pcmcat296900050018

Using a Price Match with the USPS Best Buy Coupon - ISSUES

I recently went to my local best buy to purchase a tv and was extremely disappointed with my service and the way I was treated. I asked for a Price Match because other retailers had the product much cheaper. The salesperson and the manager both made it seem like they were doing me a favor by price matching, even though that's clearly a Best Buy program. I also had a 10% off coupon that I received when I changed my address through USPS. The coupon does not state anywhere that it cannot be used in conjunction with PC (or any language about using in conjunction with any other offers). However, the store said they couldn't let me use it because it would be "too good of a deal" for me. They cited back to the PM program terms, but those terms state that I can't use PM to match a coupon offer from another retailer. That's not what I'm trying to do. My coupon is a Best Buy coupon. The terms don't say anything about this type of situation (they don't say it's excluded in any way). I could use any type of coupon by purchasing with the cheaper retailers, but I like to frequent my local best buy. Is there any help that can be provided?
(And i don't know why I should have to be given a guilt trip by the employees. It's not my fault that best buy was charging more for the product. I didn't create the price match program.)

Greetings badgers123,
I’m sure you were ecstatic to find the coupon offer as well as a lower price when shopping for televisions, as you were aware of our Low Price Guarantee. When requesting a price match under our Low Price Guarantee, our stores obviously should not be leaving you feel as though it is a favor they are providing you with. I’m sure this was not their intention, and am truly sorry if this is how you were left feeling after your experience.
Per our Low Price Guarantee, unfortunately we cannot accept coupon offers in addition to a price match. That being said, the store would have been correct in denying one or the other. I apologize if the store did not provide clearer reasons for why we could not accept the coupon with the price match.
Your time and effort in sharing your experience with our Low Price Guarantee is truly insightful and greatly appreciated so that we may have the feedback to make improvements in the future. If you should have any other questions or concerns, please feel welcome to reach out to me via this thread or private message.
Best regards,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Price match and best buy coupon

If I ask best buy to price match another store, and then I want to use a best buy 10% off coupon, will best buy accept the coupon after the price match?

Hello wmmatney,
Best Buy's Price Match Guarantee and movers coupon are great ways to ensure that you get the best price on products that you'll need to settle in your new dwelling. You ask a great question!
As KingFudd mentioned, the two offers cannot be combined as coupons may not be used with a price match.
I hope this helps. Thank you for writing to us with your query!
Regards,

Re: Using a Price Match with the USPS Best Buy Coupon - ISSUES

Hello Tasha, I just had the very same experience at my local best buy. I've read the terms of the "Price Match Guarantee" in full. It absolutely does NOT say in those terms that you can't use a coupon with that price match. I suggest you give it a read yourself. If I hadn't had Best Buy gift cards, I would have walked out of the store. I've purchased 3 TVs from Best Buy and this will be the last unless this is resolved. I also plan on filing a complaint with the BBB.

Hello claydog84,
I’m all for getting an awesome product for an amazing price, and coupons are a great way to make sure that I’m getting the best bang for my buck. According to our Low Price Guarantee however, coupons offers cannot be used in conjunction with your price match. This is mentioned within the fifth bullet point underneath the subtitle “Our Low Price Guarantee does not cover”.
Any financing offers, bundle offers, free items, pricing errors, mail-in offers, coupon offers, items that are advertised as limited quantity, out of stock items, open-box items, clearance items, refurbished/used items, deal of the day, daily deals, special hour sale event items, credit card offers, gift card offers, rent/lease to own items, and items for sale Thanksgiving Day through the Monday after Thanksgiving, whether offered by Best Buy or a competitor.
If you have any further questions or concerns, please don’t hesitate to let me know. I’ll be glad to help.
Best Wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Best Buy Price Matching Fiasco

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