Best Buy & Geek Squad Policies

[ToddG]

Printed ad’s. Items available

I was at the store (#1078, Nampa, Idaho) 10 after 8 this morning (12/21/08) to buy a HP SKU# 032986 laptop. Due to a blizzard, there were maybe 5 customers in the whole store. I inquired about the laptop,  none in stock. I asked how this could be. The first answer I received was that the flyer was printed or made up about 4 months ago. My response was, that is unacceptable because that means you had 4 months to prepare for this date of sale. I was then told they could check stores in the area. They did. None to be found in Idaho or corporate. At this same time, I was told I could order one (remember none at HQ) and would have to pay for shipping. I then asked if I could buy the display model. The result was I could not as they need it for display (for an item they did not have nor could get...hmmmm) I said no thank you and headed right to the customer service desk (as the kid sacasticly said Merry Christmas to our backs) and asked for a comment card or to speak to a Manager. The girl behind the counter handed me a business card and circled the BB web address and stated I could enter my complaint or comment there.(I was shocked) At that point, I decided I did not want to deal with a faceless person so I stated I would like to talk to the Store Manager. After a few minutes she arrived and was pleasant. I relayed to her my problem and my observation of the entire situation and how it looked liked a way just to get customers into the store.


It gets good here...

I told her what her staff told me about how the flyer was made or setup 4 months ago. She said that was incorrect and sorry. I asked for a rain-check and was told sure but could not guarantee when one would be in (not scared off yet) since the item had been discontinued (but for sale in a flyer). I then asked her if I could buy the display. Her answer was no as they needed it for display for other customers (hmmm, a discontinued item, out of stock, none at HQ.) I was still there, not loud and everybody was civil. After they realized I had caught so many inept answers and back tracking, they magically found one in Spokane Wa. and would ship it Store to Store at no expense to me. I paid for the item. Receipt in hand, I then left the store.
Moral to the story. Stick to your ground and let them know politely that you are going to wear them out first.

Stores need to be held accountable for advertising goods that they have for sale.

It would also be curious to know that when the display model is eventually sold (this particular one) did it go to a customer or to a staff personell.

ToddG (I won)

[Allan-BBY Community Connector]

Hey ToddG,

It sounds like this whole experience could have been handled much more professionally, and I apologize for any misinformation you might have gotten from a representative of Best Buy®. I’m glad your persistence paid off for you. The ad for 12/21/2008 does not state that there is a minimum that each store must have in stock, which means that if the store sold out of their inventory prior to 12/21/2008 they could possibly not have any available for sale. The store was correct that this laptop is a discontinued item, and will not be sold by Best Buy® in the future. Even though it is correct that our stores don’t usually sell their display models, this is a discontinued item so I’m not really sure why the store would not sell you their display model. I’m glad you didn’t go with the raincheck because with this laptop being a discontinued offering the store would not have been able to satisfy the raincheck. Normally we do not have items shipped from one of our stores to another, because the store that gives up a product would have one less to satisfy the needs of their customers. Once again I’m glad your persistence paid off for you, and I think this whole situation could have been handled much better. If you need any assistance from me just send me a message!

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate

Message Edited by Allan-BBY on 12-24-2008 10:54 AM

[ToddG]

Well it worked out in the end.

I had to take charge of the situation and call myself to see if it had arrived. I was assured I would be called when it came in...Not. I had it in my hands at around 0900 on the 26th. This early time leads me to believe it probably came in around the 24th.

When I got there I beelined to the display model....hmmm it was not there. It must of been sold, kind of funny that I could not buy it .

Funny thing....the serial number on the receipt did not match the unopened box I got. I made sure an employee noted this on the receipt along with his signature even though he was kind of hesitant to do this.

All in all a learning experience with a bitter taste.

c-ya

ToddG