Elite Plus line doesn't deal with store purchases?

What's the point of having this line then? I purchased an item in store and this week the ad has it for 20$ cheaper. I spent 25 minutes on the phone with someone at this customer service line to try and get the price matched. Maybe it's just cause I'm annoyed right now, but I don't get why this phone number line can't handle this task. She said she needed my receipt with an order number, I said I don't have the receipt, but do have the customer service PIN listed online. She said that she needed the order number, but this was an in store purchase. She checked one system and another system to try and pull up the account, and 25 minutes later she said that she found the customer service PIN, but couldn't pull up the receipt, which might have the order number, which apparently she needed. I'm at work right now, and made the call during lunch since I expected it to be a quick call. But I was mistaken. This phone number doesn't appear to have any significance other than maybe not having to be on hold to speak to the first representative. The person I spoke with said she was going to transfer me to a post-purchase person, and she said the wait would be 13-15 minutes. So 25 minutes initally + 15 minutes to wait for a post-purchase person to even call me, 40 minutes. I could have just driven to the Best Buy and had my receipt printed. Very frustrated with this right now. I don't get how I can't just call the customer service phone number and have someone deal with my order. It makes no sense to make it so difficult/disconnected that I would prefer to just go back to the store JUST to do this price match. Absolutely ridiculous.

Hello squaredrooted,
Lunch at work for me is a time to relax, and unwind from the daily grind, but sometimes I don't get that chance because I need to take advantage of the time to handle personal issues. We appreciate your loyalty as a Best Buy Elite Plus member, and I'm truly sorry if your entire lunch was wasted waiting for someone to handle your price match request.
Usually the Elite/Elite Plus line handles MY BBY questions or concerns, and there is a chance you would be transferred depending on the reason for the call, like for example in your case, the price match request. Using the e-mail you registered on the forum, I was able to locate your information, and I was happy to see that they were able to take care of your price match request. I do appreciate you taking the time to voice your concerns here on the forum, and I assure you I will be documenting them for further training opportunities. The agent should have transferred you sooner if she couldn't take care of the price match, so you didn't have to wait so long.
Once again, I apologize for any inconvenience this has caused, and we look forward offering you a much better experience in the near future.
Sincerely,

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