Best Buy Schaumburg

I am extremely disappointed with my recent experience at the Best Buy location in Schaumburg on Feb 20th. I visited this store expecting the company to honor its publicly advertised Price Match Guarantee. Instead, I encountered resistance, inconsistency, and a complete lack of transparency. The manager on duty, Chris did not have override authority and had to call another manager, Josh, for assistance. During this process, he struggled to remember his password and repeatedly asked the associate how many characters it required. Josh the manager on the phone repeatedly stated that price matching was only available to customers who hold a Best Buy Total or Plus membership. He further told me that he only matches other companies, such as Costco, “as a favor” to customers because those customers pay for a membership. However, Costco is clearly listed as a qualified competitor under Best Buy’s Price Match Guarantee. Presenting this as a discretionary favor rather than a policy-based commitment was both misleading and inaccurate. Josh then referred to the following line within the Price Match Guarantee: • “Pricing only available to select groups of customers including Membership Program members, loyalty offers, discounts relating to non-warehouse membership or paid loyalty programs and government exchange store offers.” Josh continued repeating this same line to Chris, insisting that a “higher authority” would not allow them to price match because I was not a Best Buy member. However, what both managers were stating was completely incorrect and a misapplication of the policy in relation to my request. Despite asking for clarification multiple times, neither manager was able to provide a clear, policy-based explanation for the denial. Instead, I received repetitive and inaccurate interpretations of the policy. I understand that policies can have exclusions. However, customers deserve accurate information, consistency, and professionalism especially when a company publicly advertises a Price Match Guarantee. The lack of preparedness and knowledge to policies and the need to escalate due to lack of authority, and the repeated misinterpretation of such policy demonstrated a serious gap in leadership, training, and accountability. Transparency and professionalism are essential to maintaining customer trust. Unfortunately, this experience fell well below that standard. I sincerely hope this location takes customer service, policy accuracy, and management training more seriously moving forward.

Teach your people how to talk to customers. Especially, the greeters. They don’t have basic manners. I would give this store less than zero stars if I could.

I called BestBuy for help on my account and I was lucky enough to reach Mansoor. Mansoor was professional, understanding and promptly solved my account dilemma. Thank you, Mansoor. It was good talking with you. Best of luck.

DO NOT PURCHASE CREDIT CARD WITH BESTBUY OR ORDER ANYTHING FROM THEM THAT REQUIRES SHIPPING. I ordered an item and financed through a BestBuy credit card (JUST ONCE) and did not recieve the item. The photo of "delivery" doesn't even show any shipping label or specific attributes to me. I ordered an expensive item and there wasn't even a signature required which is rediculous! No refunds were given. I disputed the charge and BestBuy credit denied the dipute. I have sent a complaint to the Consumer Financial Protection Bureau.