Tonight has been nothing but a frustration thanks to the incompetence and unwillingness of Best Buy employees to help a potential customer.
I received some cash for Christmas this year and fully intended on purchasing some equipment to augment some of the camera equipment that I have. I had my heart set on a Canon 580EX II flash that was available at B&H Photovideo's store in New York for 370 dollars after an instant rebate. Best Buy had it on their website for 540 dollars. I spoke with a friend who is an employee of a Best Buy in another region of the US, and she said the Best Buy will price match if there is proof of the advertised price. So I printed out the ad and drove down to the first Best Buy that said they had it in stock. I arrived at the store, store #887, only to find that the flash was in fact sold out. As I sat in traffic at the incredibly hectic Garden State Plaza, I used it as an oppurtunity to ring the second Best Buy that the website said did not have it in stock. To my amazement, they said that they did have one in stock and that the customer service woman wanted my phone number so that she could check to make sure it was actually there. In about ten minutes my phone was rining and she said it was there with my name on it at the customer service center.
So I traveled back to the store, store #344, told them I was there to pick it up, and they came back with it. I then presented the ad from B&H with the pricing on it and was told, "We don't price match B&H, they dont have a real store." I informed her that they do, and for religious reasons, they close at one o'clock on Fridays and would be closed on Saturdays. I asked if I could speak to a manager, and a gentleman came over and said that they could not match the price of B&H because it was below their cost and that their store was not located in New Jersey so they were under no obligation to price match because of that. As a consolation, he would sell me the flash at 419 dollars, 49 more than the advertised price from B&H. I replied thanks but no thanks.
I left the store, came home, reviewed the policy on BestBuy.com and being armed with what I was told by the gentleman at BB #344, I called another Best Buy, store #455 to check there stock of the item and if they would price match. When I asked to check stock, they said that they would check and I would be put on hold. Instead the phone reciever was placed off the hook so that I could hear the conversations of the employees as I waited for his answer on stock. I was told that they did have the item in stock and when asked. that they would not price match B&H. I asked him why and he said that it was because B&H is a wholesale place and they get much better pricing. I asked to speak to the store manager and I spoke with a gentlemen named Rich, whom as I questioned him regarding the price match policy, became more and more angry at me. I told him that I felt I was getting the run around and he told me that no I wasn't and that they only price match items sold at the mall they are located in (Palisades Mall in West Nyack, NY). He also stated, "Don't quote me on this, but I think the limit is 10 miles."
Angered at the treatment and level of service I had recieved from the three stores, I decided to call 1800BestBuy. After about a 10 minute wait I spoke to a representative about what the situation was. She said that she was sorry for the confusion and that basically there was nothing she could do and that the store managers had the final say in the matter. I presented to her the differing ideas that were presented to me on what the price match policy's limitations were and how they were drastically different from each other and the policy on the website. As I read the policy back to the rep on the phone and then offered why I felt I had been cheated, I was simply met with silence.
Since the coversation was nearly, if not over, one hour. I'll just break down the whole price policy as it is published on the website at BestBuy.com:
Two more great reasons to buy with confidence at Best Buy.
If you are about to make a purchase and discover a lower advertised price offered by a local retail competitor on the same available brand and model, let us know and we'll match that price on the spot.
Already bought? We'll refund you the price difference from our own sale price, or 110% of the difference from our competitor's sale price, during the return and exchange period on your product.
Either way, simply bring in proof of price while that lower price is in effect.
Best Buy Puerto Rico Stores have their own store price guarantee. Also see our BestBuy.com Price Matching/Price Guarantee policy.
If the "on the spot" aspect of this were true, I wouldn't have had to go through this trouble now would I?
Exclusions:
The Price Guarantee does not apply to our or our competitors' free offers, limited-quantity items, items for sale November 28th & 29th, 2008, open-box items, clearance items, Outlet Center items, mail-in offers, financing, bundle offers or pricing errors.
The flash isn't free from B&H so I'm ok there, it's a regular stock item, it's December 26th, it's new in box, its a current model, B&H isn't an outlet for Canon, and the final three, don't apply.
FREQUENTLY ASKED QUESTIONS
What is considered a local retail competitor?
A retail store located in the same market area as your local Best Buy store.
Hello Ambiguity. This is the biggest area that the managers were using to wiggle out of following policy. Market area is not a cleary defined term anywhere on the BestBuy.com website or in the store. According to the two different managers I spoke to they didn't seem to have a uniform answer either. My point to the rep was that I constantly hear radio commercials for B&H photo's store in Manhattan as well as best buy ads on TV. I recieve flyers in the mail from both the stores. If the two stores are marketing to me, the key word being market, I must be in the same market. BestBuy does not offer an actual definition of market area leaving it up to the store manager's discretion according to information available here: http://consumerist.com/365540/best-buy-wont-match-jrs-wholesale-prices and here: http://www.lawyersandsettlements.com/features/best-buy-insider.html .
What is considered "proof" of price?
If you have already purchased the item, the best way to show proof of price is to bring in your original Best Buy receipt, plus the competitor's current ad. We reserve the right to call the competitor's store to verify the lower price and availability of the item.
I wanted to buy it, so I didn't have a receipt, and I printed the ad out and brought it with me. So this one is completed and done.
How do you handle a price match if the Best Buy price includes a promotional offer such as a free gift card or rebate?
The Best Buy net purchase price is calculated by deducting the value of all instant and mail-in discounts such as rebates, free offers and promotional gift cards. Existing rebates and free offers associated with a product purchased at Best Buy will not apply if a price match is executed.
Easy enough.
How do you handle a price match if the competitor's price includes a rebate or other promotional offer?
The competitor's net purchase price is calculated by deducting instant discounts taken at the register such as instant rebates. Mail-in rebates and other deferred savings are not deducted from the competitor's purchase price.
Almost redundant. But this applies to the B&H ad as it had a 50 dollar instant rebate.
How do you handle a price match if an instant gift card is included with a purchase?
The value of an instant gift card with purchase will be considered when calculating a price match. If the combined value of a competitor's product and instant gift card is lower than the combined value of Best Buy's product price and instant gift card, Best Buy will match either the price or the instant gift card value, depending on the offer.
Did not apply.
What if the competitor does not have the item in stock or has limited quantities of the product?
Sometimes a retailer will advertise a very low price for a product but have only limited quantities in stock. If the item is out of stock or the competitor has limited quantities of an item, it is not eligible for price matching. Likewise, if Best Buy has a product that is advertised as being limited in quantity it will not be eligible for price matching.
Item in stock, regular stock item. Common Canon flash for pro and amateur's alike.
Are Best Buy services eligible for price matching?
Due to the differences in services being performed, Best Buy does not match competitors' service prices. This includes, but is not limited to, services such as delivery, installation and computer services.
What does it mean not to match a competitor's price that results in a price match?
Best Buy will not price match to a local competitor's price that has already been reduced by a price match.
Can I have my price match request processed over the phone or online?
We are currently not able to process your request over the phone or online. However, if you have questions regarding the policy, call our Customer Care Center anytime at 1-888-BestBuy or visit BestBuy.com.
What if I find a lower price at another Best Buy store or on BestBuy.com?
If an item you purchased at Best Buy is advertised at a lower price at another Best Buy store in your local area or on BestBuy.com, We'll refund you the price difference from our own sale price during the return and exchange period on your product. Simply bring in your original Best Buy receipt to the customer service counter while that lower price is still in effect. The Price Guarantee does not apply to our or our competitors' free offers, limited-quantity items, items for sale November 28th & 29th, 2008, open-box items, clearance items, Outlet Center items, mail-in offers, financing, bundle offers or pricing errors.
What is a "Web-exclusive offer?"
It is a product or a price that is only offered to online buyers.
All of the above do not apply.
Does Best Buy match prices of Internet retailers?
If you made your purchase in a Best Buy store, and you find an Internet retailer with a local retail store honoring its own online prices, we'll match their price, plus 10% of the difference. Internet-only retailers are exempt from our price matching program, as well as Web-exclusive offers. Eligible items must be the same brand and model, and currently in stock at the competitor's store. For purchases made online at BestBuy.com, please refer to the Online Price Guarantee on BestBuy.com.
Another one that gets me. B&H honors it's online prices, it's local enough for me to drive to it in less than an hour, it's in stock, and its the same model and brand. Where's the problem?
The problem lies in the fact that Best Buy does not care about its customer base. Every business is worried about dollars, that's why they are businesses. Best Buy however, doesn't seem to care about how they treat their customers and potentional customers. Perhaps if Best Buy were to actually offer the services that they advertise, (falsely in my mind) they wouldn't be as hard hit as they are in the horrible economic times.
As a little bit of comic relief though, I must tell you about how after speaking to the rep and finding out that she had no power to make the managers of any store actually enforce the policies of Best Buy, that it was completely up to the discretion of the store manager. So I made one last go at getting this resolved.
I went back store number 344. I asked to speak to the store manager and explained my case, how I had called corporate, and that it was totally up to him and that he understood that. When all was said and done, his answer was simple: "There is no way I can price match that. Sorry."
So now its off to the Better Business Bureau, the Chambers of Commerce for both Paramus, NJ and West Nyack, NY to state how Best Buy falsely advertises their price protection policy.
ince August 2007 and still going strong~
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