Best Buy & Geek Squad Policies

[LAC]

Went in store yesterday to purchase a 55" LED Samsung 3D TV.  Prices for the day had not been posted yet on the TVs, so sales associate looked up the price on line, which showed $1833. without 3D starter kit or 3D glasses, but I could purchase the glasses separately.  Went back over to TV to review it's features and another associate was posting the prices.  This TV price tag showed $2349. but included the 3D starter kit including 3D glasses valued at $349.99.  So I asked, which price will you sell it to me for?  We went back to the computer and the $1833 was still up.  The associate showed it to his co-workers and they all thought that was unusual.  So the associate asked who I thought was his supervisor which price and he replied they would have to honor the price on the computer screen.  So I said great, I'm going home to measure my wall to make sure it will fit and will be back shortly. When I returned a few hours later, my sales associate had left for the day. So I spoke with the store sales manager and relayed the previous conversations.  He looked up the computer on line and said the online price now showed $2159 with 2 pair of glasses.  So he could not sell it for less than $2159.  I had also picked out over $500 worth of additional items to package with the TV.  But the sales manager was not willing to offer any resolution, even after he confirmed the details with his associate.  I think this is terrible customer service and shows a total lack of integrity.  I have purchased many big ticket items from Best Buy over the years.  But after this experience, I will never purchase another item from them.  I'm sure their competitors would not have treated this situation in the same manner.  I will be heading over to HH Gregg or Sears tomorrow to make my $2600 purchase of all items I was shopping for.  Obviously Best Buy in Wilmington, NC doesn't need the business.

[CrystalWoW Community Veteran]

Unfortunately stuff changes and after the price changes, they no longer have to match it.

[NoNoBadDog]

You snooze...you lose!  You should have purchased the TV during the first visit.  You could have returned it if it did not fir.  Once the prices are updated in the retail system, there is nothing that can be done.

[iamfromhouston]

Why did you not measure before you left? I would think that would have been something done before even shopping for TV's so you know what size you could get. Or better yet you should have purchased it then and asked for it to be held. Go home measure and come back.

[LAC]

I've shared this very poor experience I had with Best Buy of Wilmington, NC with several of my business colleagues this week as well as many of my customers (I'm in sales too in this area).  They have all said the same thing, "what sales training school did that manager go to...who would let a long time customer walk out the door dissatisified and upset, over a $226. difference, or probably less after the additional purchases were to be made.  It's not reasonable that the orginally quoted price could not have been honored a couple of hours later.  If nothing else to save face, respect the public, maintain the businesses integrity, and continue to have a satified customer for life.  Seriously, their cost could not have increased in a few hours.  And sadly, they will probably reduce the price again within the next few weeks."  I agree with their comments.  Anyhow, I went to HH Gregg, told them what happened, and they matched Best Buys original quoted price.  Yeah!  Glad someone in town understands how great customer service goes a long way!  I also purchased a washer and dryer (another $2k) and plan to go back this weekend to purchase one more TV.  Buy Buy Best Buy!

[iamfromhouston]

Lac,

So it is BB fault you did not know if the TV would fit?

[Dorothy-BBY Community Supervisor]

Good afternoon LAC -

Sarah, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you!

[LAC]

So the salesman from Best Buy calls me today and leaves me a message to let me know that the TV I was trying to purchase on Sunday is now showing up online for a price of $1833. and to stop by the store if I'm still interested in purchasing at this price.  Oh really.  How ironic it is the exact same price I told them I was quoted on Sunday!  Sorry...no way in the world I will ever do business with this sorry company again.  They've lost my business for life.  HH Gregg earned my business, where I purchased the TV this week, and they treated me with excellent customer service and care.  After all, with everyone matching each others prices these days, what are they really selling...themselves and CUSTOMER SERVICE...hello,  As I'm telling more and more folks about this episode, evidently I am not the only one that has been duked by Best Buy...a lot of folks have had similar BAD customer service issues with this company.  Reminds me of some other companies I know that went out of business!  It eventually catches up with you. BYE BYE BEST BUY!

[AaronE]

That was pretty nice of the associate to call you in my opinion.

They certainly were under no obligation to do so. Shame you see that as some underhanded ploy.