Best Buy & Geek Squad Policies

[dviech]

This is about my recent visit to the Best Buy store in Stroudsburg, PA. I went into the store yesterday evening to purchase an HP laptop computer. I had seen a deal online for $709.99 (#999998000050001 ) that I was interested in purchasing. I also applied and was accepted for the Best buy store card as well last night.

When I went to pick out my laptop, I brought up the deal online to the sales associate and asked if they could match it...which she said she could. After getting the products together and being rung out at the register, the sales rep started to have problems because the SKU# did not match on the wireless mouse which was included with the package. The model was the same EXACT model V405, but the sku# was different.

Due to this, the sales rep needed assistance from her manager by the name of KRISTIN. From the get-go Kristin was not very receptive to the fact that I wanted to do a price match from your online website. She said that since the SKu did not match the item (Although it was the same model), that she would not offer me the price match. Her exact words were "Take it or Leave it...you can purchase the mouse here for $40 more or not get the package at all. We do not match online pricing." I then asked Kristin why I could order the package online, select the "pick-up" option, and get the items...yet I couldnt just get them right then and there. Her response was "because thats how it works." In addition, I even tried to work with her and asked if she could just place an order for the mouse and hvae it shipped to the store or my house for later, which she declined to do so.

Once again, she said that I could "take the computer for the price it shows, or leave it."After it was all said and done, I had been in the store for almost 2 hours with my 1 year old son to "try" and complete a purchase that should have taken at most 30 mins.

Now...I ended up purchasing the computer and just the case because it was the last one, and I am going to be away for a business conference all week for which i need it for.I am a manager for a retail channel company owned AT&T store, so I know that sometimes these situations arise. What I am extremely upset about, however, is the way I was treated by the manager, Kristin. She absoluetly refused to try to work with me, and in addition, told me to "Take it or leave it!". This is entirely unacceptable, and if myself or any of my other managers treated my customers the way I was treated, there would be some recourse.

A $700 sale may not be a big deal for Best Buy, but it is a big deal for me. If this is how your retail management treats people, then I will be happy to let everyone I know to shop elsewhere. Kristin was extremely rude and could not even explain to me why she would not or could not do the price match that Best Buy supposedly offers when I look in your FAQ section of your website. I would like to be contacted or given contact information of the district or area manager for the Stroudsburg, PA location if possible.

[Brandala182007]

I went to best buy myself abnd purchased the same laptop and let me tell you, not only where they rude but more impotantly be very careful about installing programs on your computer! long story short, my computer has been at best buy because of a photo programi had on there!

[Kreed]

Did I understand correctly that you ended up making a purchase even after the manager was that “un-interested” in helping you?

 

If I were in your shoes – I’d grab my receipt and take my purchase back to Best Buy now. Immediately. Get a refund. ASAP. Before it’s too late.

 

You should within the time limit to get a full refund and GO SOMEPLACE ELSE. Otherwise, your nightmare has just begun.

 

I am in shock seeing all the horror stories here (and in the warranty/protection plan forum) from customers like you & me. Best Buy will do even less for you when your product (inevitabley) breaks down than Kristin did for you this week.

 

If I’d visited this site back in March of 2006, I never would have considered buying anything at Best Buy (let alone the $6,100 we spent). Even after hundreds of $$ in service plans – it’s clear from the feedback here that BBY has no interest in providing customer service.

 

[KikaBriones]

I just wanted to know if Best Buy has a layaway available?

[DICameraguy]

dviech

it sounds like Kristin was a relativly new manager or just sucked at her job...either way it shouldnt matter if it was 700 or 100 dollars, if the customer walks out happy thats good enough. At my store (in Phx) we do price match online prices as long as it is a "Brick and Mortar store" which means it has to be local. Even if the sku was different she should've matched it or marked off an equal value on an alternate product.

 I would also like to say that even though she wore a best buy shirt i can tell ya that all stores arent like that. People are different. But you are absolutly right about Kristin...How can she lead others to do it if she herself will not find a solution for her customer. Just try not to deal with her, and look for a more professional manager.

[Elizabeth-BBY Community Supervisor]

Hey KikaBriones,

Our Best Buy® stores do not offer a layaway program.  We do offer credit card financing through HSBC.  Most purchases are eligible for at least 90-day no-interest financing.  Check the weekly flyers for special, extended financing promotions on certain product categories (such as computers, appliances, or cameras).  In all cases, you must make minimum monthly payments, and interest is charged from the date of the purchase if the balance is not paid in full within the no-interest financing promotion period.  For more details, click Credit Cards at the top of BestBuy.com or inquire at one of our stores!

Hope this helps!

~Elizabeth

Community Supervisor

Best Buy® Corporate

[Aaron-GS Community Connector]

Hey dviech,

I’m sorry to hear that you’ve been having difficulties with our Stroudsburg location!  Whether your purchase qualified for a price match or not, we always expect our employees to be professional, and I am disappointed you didn’t feel our manager Kristin met these expectations.  To help you better understand what may have occurred at the time of sale though, there are a couple of things that should probably be explained.

Most products offered by our stores and BestBuy.com will be indentified by a seven-digit SKU number.  The number that you provided (#999998000050001) unfortunately identifies a bundle package that is exclusive to our website.  Stores are unable to honor these web-exclusive offers, including those from BestBuy.com, as per the terms and conditions of our price match policy (which can be found by clicking on ‘Customer Service’ at the top of BestBuy.com, then ‘See All Help Topics’, and searching for ‘Store Price Guarantee’).

What it all boils down to is this: in order to obtain this bundle package, you would have needed to place the order for all three items (laptop, case, and mouse) online.  Most online-only offers do not provide in-store pickup options because our stores are unable to process such purchases on-site.  I hope this helps address your concern; I have also sent you a private message with additional details.

Thanks,

Agent Aaron

Geek Squad® Community Connector

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