Best Buy — Local services in Dunwoody

I purchased a TV July 10th and wanted a price match on the same TV listed on Amazon which was $228. The Best Buy price was $249 a twenty dollar difference! The store manager said there is a "cap" on prices and that he "could not lower it that much". He then said the "system" would not allow him to lower it. I had spoke with a chat agent on their website that morning before going to the store. That agent told me I would receive the price match. The phone agent went to the Amazon link and did the research. I decided to head to the store and also open a Best Buy Credit Card. I was dissappointed at how easy the manager dismissed a customer that was a Total Tech member, opened a NEW credit card and purchased some other service plan. All over a $20 difference. I worked in retail management for 15 years and I would have issued a gift card so that my store would be gauranteed another sale. I completed my sale and also let that manager know I would take it up with customer service.

Fast forward to today, I chat with another agent about my issue, gave my product info, the date of the purchase, the day and time I chatted with the first agent. I was promptly told that there was NOTHING that they could do because I did not have a "copy" of my chat session from July 10th at 11am.

Today's chat agent Trevor says: If there was a previous conversation of price match for the product, I would have definitely honored the price and helped you with the difference refund or helped you with a gift card. I then asked: Is it true that there is a "cap" on the price match? Chat agent Trevor says: Yes, I did check and tried to lower the price of the product and I'm too getting an error. My response: If it was more than $20 I either would not have purchased that TV or I would be returning it and closing the card account. The right thing would have been for your store manager to offer me a gift card and I would have probably spent it on some earbuds or something. My item was qualified for the price match according to this info posted on their site. No mention of a "price cap".

Chat agent Trevor: I do understand but as of now we are unable to help you with the price match. We have other options to help you with the refund for price match, I think the store manager did not try to do it.

What are the other options? I asked... 3 minutes went by.....(his "managers" are now coaching him) Chat agent Trevor: At this time, since the sale price is not amazon, we will not be able to able to proceed with the price match however since you are a Total tech member, the return period for the product is 60days. In 60days, if you find the product for lesser price at any of our competitor's website or in the Best Buy itself. We will help you with the difference refund. Note: As per policy amazon prime deals or any member deals will not be included. OK! so now it went from a "price cap" to not being able to offer price matching to Prime members or prime deals!!!!!!!!!!!!!!!!! What other "deals" does Amazon have??????? They are telling me to look for another price match oppurtunity after Amazon Prime Day is over! Now, after a hour long chat session Trevor's "managers", who again, were probably coaching him on how NOT to help me, provide a link to another page explaining the Price Match that is not even on the page that I found on their website! It has different wording and everything!.....very strange. All this over $20!! Lack of customer service and transparent policy on price matching and the first chat agent giving false information has turned me off! Not to mention the store manager that had a new card owner and sale in his face asking for a $20 price match....unbelievable I actually would expect this from Amazon and not a "reputable" retailer like Best Buy. If you are price matching, do your homework and print pages from their own website to bring to the store and please do not use chat unless you get the actual transcript to prove what is being told to you. I am actually happy that I chose the Visa card because I am not obligated to actually use it...

I purchased an electric scooter on Sunday 9/1/24 from my local Best Buy on Hammond Dr. I chose this specific store because they had the brand and model I was looking for in stock. The young men that assisted me were exemplary.

However, I had the option to take it with me right then or have it delivered by the next day. I was still out shopping so I chose to have them deliver it to my home as opposed to riding around with it in my vehicle. I thought it odd that I was given the option of Labor Day as the delivery date but I was promised it would arrive as planned. I got the first tracking update at 11:34am on 9/2/24 (Labor Day) and was excited that my delivery seemed to be on track. To my dismay every hour and a half or so my tracking status would be updated but never to "out for delivery". After waiting all day, my status updated at 9pm for the final time alerting me that I should receive my scooter sometime between Tuesday 9/3 and Friday 9/6 and if I didn't get it by Friday 9/16 that I would be issued a refund. What!?!?

Why wasn't I made aware during business hours that my item was now not in stock or that there was a problem with the delivery and given the option to pick it up myself?? I feel like I've been held hostage in my own home because I never left while waiting to receive my scooter since I didn't want it to sit on my doorstep if I happened to be out when they came. I know Best Buy won't do anything to make this right but for anyone reading this don't use them to ship your items to you through Shipt. I'm so frustrated at this point I'm seething because it's after hours and I can't even speak to anyone to vent this to. I shop at BB frequently but this is the first time I've ever opted for delivery. I won't make that mistake again. It's like getting an IOU from Santa on Christmas Day for delivery in January even though you made the "Nice" list. Shipt and Best Buy dropped the ball, it rolled down a hill, and into a sewer drain filled with feces.

One effing star...

UPDATE 10/8/24 Best Buy has yet to reach out to me to even apologize for the scooter debacle nor offer me anything for the inconvenience. Outside of not getting my scooter when promised and given the run-around for an answer, I had to Uber to the store and spend an hour waiting around for a manager to "approve" me taking my already fully bought and paid for scooter with me right then. It cost me an additional $50 dollars to pick up my scooter which was supposed to be free next day delivery. No corporate email, no call from the location manager....NOTHING!!!! ZERO STARS BEST BUY!!!! And definitely -0 stars for SHIPT which is who they were using for my delivery.

Side Note: the Segway Ninebot F35 that I bought is pretty cool! Decent scooter for the money. Not great on inclines, battery duration is MID, but overall zippy little EV for tooling around Piedmont or Centennial parks. Not built for anything other than sidewalks or bike lanes, no grass, no dirt roads. Doesn't handle debris in the road very well either. It literally slips on twigs and acorns. Anything larger, prepare to be off loaded abruptly!!! Definitely wear your safety gear if you're gonna floor it for that "wind in your face" exhilarating...

In Brief: Be sure to read the return policy and understand it well before purchase, regardless of what a sales rep or staff member tells you. Also, note that this is not the only review in which return policies are questioned.

Story: I wanted a new monitor for my home office. Unfortunately, they had a very small selection in-store but I picked a curved Samsung monitor that a sales person recommended. Sales people here are quite helpful and friendly, I give them that. During checkout, I asked the rep about the return policy, telling him that I'm not 100% sure about the curved feature. He says, "Since you are a rewards member, you have 30 days for refund and exchanges."

A week later, I became unsure about the curved monitor but thought I just need more time to get used to it. The following week, I couldn't get adjusted to the curved feature so I packed it up to exchange. It had been exactly 15 days.

I couldn't find another monitor among the ones they had on display so I decided to have it returned, but couldn’t. Customer service told me my return period had expired by 1 day. I told them what I was told and the rep said that only Elite rewards members get 30 day return periods. Not only was I misinformed, the manager said "I'm not sure why any of our reps would tell you that. They all know it's only for Elite members." How else would I have known about the 30 day period for rewards members at all? It is not written anywhere on my sales receipt. He'd only let me exchange it even after I have mentioned that I could not find another that I wanted.

So I had been misinformed and the manager on duty was inflexible.

Manager then asks why not get the exact monitor I wanted to return minus the curved feature. I hadn't seen it on display and wanted something I could preview in person and take home that day, but he insists that not all in-stock items are on display. Cool, I'll check it out when they bring it to the counter. But during checkout, I don't see the monitor. Maybe they are getting it from the back. In the meantime, I asked about the resolution to ensure it's the same as the one being returned. I had a bad feeling when he asked, "What do you mean by resolution?" He then says, "Would you like it shipped here or to your home?" No. I had specifically told the manager I did not want to purchase a monitor I could not preview in person.

So basically, I had to take an in-store credit on an item that I purchased on their credit card and on which I'd have to pay interest. While I understand they have to enforce policies and not always take the word of customers, there should have been at least an apology. I was only one day out of policy as well. They could've just saved me the hassle by listening and offering me the in-store credit from the beginning if they insist on not letting me return the item. They added an additional 20 minutes of waiting and back and forth that could've been avoided. I'm more upset of the waste of my time...