Best Buy Midtown Manhattan (44th And 5th)

I had a very frustrating experience at this Best Buy today. As a customer, I expect to have a seamless experience whether shopping at Best Buy online vs. the retail store, but apparently they operate under two different policies and it’s at the discretion of the store manager to set the rules for the in-store shopping experience. I went to the store to price match the Apple AirPods Max 2 that are currently on sale at both Walmart and Amazon.com. The store denied my price match request, first stating “we don’t price match any retailer during Amazon prime day sales”… However, as I pointed out, Walmart is running the same sale as Amazon. The manager still denied my request because it’s their (unwritten) policy to not price match today. Then, I pointed to the manager both the online price match policy and his in-store printed policy (prominently displayed in front of customer service) that makes no mention of not honoring competitor sales other than during Black Friday sales. I showed him the passage from the website that reads… “items denoted as Black Friday pricing, special daily or hourly sales and items for sale the Thursday before Thanksgiving Day through the Monday after Thanksgiving.” The manager, enthusiastic to shut me down, repeatedly pointed to the language around “special daily or hourly sales” as evidence that he can deny my price match request. He did this while failing to realize that entire sentence is specific to the days immediately preceding and following Thanksgiving and is irrelevant on June 23rd. He wouldn’t listen and I had to repeatedly ask him to read the policy in full, carefully and thoughtfully, and not rush to a conclusion just because he wanted to deny my request. At this point, I had wasted between 20-30 minutes trying to explain to the manager that he’s creating a policy that is not inline with either the online price match “guarantee” nor inline with the printed policy in front of us at the register, clear as day. I chose to not leave the store despite the pushback and continued to debate with the manager because I really wanted to give him the chance to do the right thing. I gave him time to investigate whatever he wanted to on his phone and then listened to the cashier next to him try to explain why I shouldn’t even qualify for a price match because the color I wanted was out of stock at Walmart. Seriously… after 30 minutes of being denied a price match for an unwritten policy that directly contradicts their written policy, they were now looking to find any reason to reject my price match. Finally, the manager agrees to do the price match, not because it was the right thing to do, but because he didn’t want to “argue anymore”… Great customer service. And now we go to checkout, where the manager tries to do the price match in the system but.. Surprise, the system won’t accept the price adjustment and there’s “nothing he can do”… According to him and I leave in disbelief. Fast forward a few hours later and I talk to Best Buy support online chat. I requested a price match online for pickup at the same brick and mortar location… Done… No arguing, no debating, no needing to copy and paste text from the price match policy section… Simple and easy. Note, the same system error the manager mentioned also impacted the online rep but they were able to process the purchase at full price and submit a refund for the difference to get me to the price match amount. And THAT, is what you call good customer service.

Hola buen día... Estuve de paseo y pasé por la tienda de Manhattan el año pasado (octubre 2025) y fui atendido muy bien. No obstante, tuve un percance, he perdido mi recibo/comprobante días posteriores. Ahora, 8 meses después lo necesito, ya que mi equipo móvil (celular Galaxy S25) podría ser bloqueado en cualquier momento. Por favor solicito su soporte para tener una copia electrónica del recibo. Yo resido en Perú. Quedo atento, muchas gracias...!!!

They have everything I need. The employees are kind, and they took me exactly to what I was looking for

Muy mal atendida. Parecía que les estaba haciendo un favor.