Best Buy PriceCheat Policy
Really disappointed with the shady practices of this supposedly reputed big box retailer.
I called Best Buy on the phone for a price beat with a big screen TV at a competitor store (Canada Computers) and a soundbar. The price beat was APPROVED on the phone by the associate after verifying the price, model, availability etc at the competitor store. This was on June 19th. While I was on the phone, I was asked to place the order on the website, give the order # to the associate and told that the price beat discount would be applied to my order 3-4 days after the entire amount is charged to my card. I assumed I can trust what I'm told by their customer service agent. Apparently, that's not the case.
8 days after the order is placed, just the day before scheduled delivery of the TV and when the soundbar has already been delivered, I am informed by "head office" that the price beat is not approved. How can that be? They got me to place the order on their website at full price under false pretenses that the price beat was approved. After half the order has been delivered, and their home delivery team is at my doorstep for the remaining items, they tell me that the price they agreed to sell the product at is not valid. Multiple emails back to the "head office" have received no response. I refused delivery for the TV when the person showed up at my door. Phone calls to customer service result in no satisfactory outcomes - apparently they are "helpless" and cannot do anything against head office. But they will happily "approve" price beats for customers to lead them on. I went into the Mississauga store and the manager there told me he is helpless too. For my troubles, he offered to sell me the TV at a discount from full price - a whole $600 more than what I would've paid at Canada Computers.
I disputed the charges with my credit card company and there is no resolution yet. I put in my complaint on their Facebook and Twitter. Their social media team said they would investigate, but I got an email again from their "head office" saying the same thing. That all price beats are reviewed and mine was declined. There was no mention of the review when I went through the process on the phone. They agreed to sell me a product at a certain price and then after getting me to place the order, changed the price on me. Not only did I waste my time, but I've lost the opportunity to buy this product from the competitor store. Apparently as a "goodwill gesture", they agreed to the price match on the soundbar but not on the TV. And they tell me that because the delivery was declined, they will reverse the charges when the TV returns to their depot. Scheduled delivery was on the 28th of June. Today is the 14th of July. And the charges on my card have not been reversed. Emails to their customer service haven't received a response. I don't care what happened to the TV after I declined delivery (due to their lack of coordination - if they were declining the price beat, they should've coordinated with their delivery team to hold off on delivering the order until the dispute is resolved). Its not my problem whether it goes to the depot or the delivery guy sells it in the black market. The money should've been credited back to my credit card.
Any recommendations on how I can pursue this? It was a huge price beat ($1100 + taxes) that they approved first and then declined. I don't want to keep the soundbar either - its a matter of principle now. But I don't believe I should have to make the effort to go to their store to return it. They changed the price of the order on me - so it should be them fixing the situation.
Any inputs would be appreciated.
Thanks
I called Best Buy on the phone for a price beat with a big screen TV at a competitor store (Canada Computers) and a soundbar. The price beat was APPROVED on the phone by the associate after verifying the price, model, availability etc at the competitor store. This was on June 19th. While I was on the phone, I was asked to place the order on the website, give the order # to the associate and told that the price beat discount would be applied to my order 3-4 days after the entire amount is charged to my card. I assumed I can trust what I'm told by their customer service agent. Apparently, that's not the case.
8 days after the order is placed, just the day before scheduled delivery of the TV and when the soundbar has already been delivered, I am informed by "head office" that the price beat is not approved. How can that be? They got me to place the order on their website at full price under false pretenses that the price beat was approved. After half the order has been delivered, and their home delivery team is at my doorstep for the remaining items, they tell me that the price they agreed to sell the product at is not valid. Multiple emails back to the "head office" have received no response. I refused delivery for the TV when the person showed up at my door. Phone calls to customer service result in no satisfactory outcomes - apparently they are "helpless" and cannot do anything against head office. But they will happily "approve" price beats for customers to lead them on. I went into the Mississauga store and the manager there told me he is helpless too. For my troubles, he offered to sell me the TV at a discount from full price - a whole $600 more than what I would've paid at Canada Computers.
I disputed the charges with my credit card company and there is no resolution yet. I put in my complaint on their Facebook and Twitter. Their social media team said they would investigate, but I got an email again from their "head office" saying the same thing. That all price beats are reviewed and mine was declined. There was no mention of the review when I went through the process on the phone. They agreed to sell me a product at a certain price and then after getting me to place the order, changed the price on me. Not only did I waste my time, but I've lost the opportunity to buy this product from the competitor store. Apparently as a "goodwill gesture", they agreed to the price match on the soundbar but not on the TV. And they tell me that because the delivery was declined, they will reverse the charges when the TV returns to their depot. Scheduled delivery was on the 28th of June. Today is the 14th of July. And the charges on my card have not been reversed. Emails to their customer service haven't received a response. I don't care what happened to the TV after I declined delivery (due to their lack of coordination - if they were declining the price beat, they should've coordinated with their delivery team to hold off on delivering the order until the dispute is resolved). Its not my problem whether it goes to the depot or the delivery guy sells it in the black market. The money should've been credited back to my credit card.
Any recommendations on how I can pursue this? It was a huge price beat ($1100 + taxes) that they approved first and then declined. I don't want to keep the soundbar either - its a matter of principle now. But I don't believe I should have to make the effort to go to their store to return it. They changed the price of the order on me - so it should be them fixing the situation.
Any inputs would be appreciated.
Thanks