Best Buy & Geek Squad Policies

[CHurst5841]

On 09/04/08 my friend purchased a Pioneer XM Digital Satellite Tuner(GEX-P920XM) from Bestbuy.com for $86.99. On 09/07/08 I purchased the same item from BestBuy.com for $101.99. On 09/07/08 I called Bestbuy.com customer support to inquire about the price difference.  The person I spoke with then told me that they were "unable to prove" a sale when my friend bought hers and that they would submit a case for research and I would be contacted within 7 days.  On 09/18/08 (11 days later) I received a return call and was told that since I had received a promotional item (Metallica CD) I was not eligible for price matching.  I informed this person that both my friend and me had received the same promotional item.  I was told at this point that a new case would be submitted for further research and I would be contacted within 7 days.  On 09/29/08 (11 days later) I was contacted again my best buy.  I spoke with someone named Hillary (who gave an employee number of 1204396) and was told that although there was no sale "no one paid $86.99 for the item past [09/07/08]" and Best Buy reserves the right to charge whatever they want to whoever they want without any notice.  A conversation ensued where Hillary became very rude and agitated (to the point of a raised voice).  I asked her if I could speak with a supervisor and was told that they had no supervisors and that they were "all their own supervisors" and were "self-supervised."  I then asked for her name and employee number and a number that I would call to file a complaint.  Hillary told me that I could find a number on the Best Buy website.  I asked her if she could just give me the number and she repeated that I could find the number on the website and then she hung-up on me.

I am a long time Best Buy customer who has spent lots of money with this company and this is how I get treated?  Shame on you Best Buy.

[Aaron-BBY Community Connector]

Hi CHurst5841,

 

One of the reasons why there may have been a price difference between the two receivers is that Best Buy’s sale pricing typically only lasts for one calendar week for any given promotion.  Just like our in-store advertisements, online sale prices are usually only valid Sunday through the following Saturday.  Unfortunately, this means that expired pricing cannot generally be honored once new sales prices have taken effect.  Any other promotional offers that were still valid at the time you placed your order (such as the Metallica CD you received) could still be obtained.

 

If there has been any confusion regarding this policy, I do certainly apologize for any trouble you may have encountered.  Additionally, we’re sorry to hear that your experience with our customer support staff did not meet your expectations.  Please keep in mind however, that Best Buy always appreciates feedback – positive or negative – regarding our customers’ experiences.

 

Thank you,

 

Agent Aaron

Geek Squad® Community Connector

Go Ahead.  Use Us.

Message Edited by Aaron-GS on 10-06-2008 11:48 AM

[jiangj]

I second that.  The overall experience with Best Buy is just extremely poor.  From online ordering, in-store pickups, home service, etc.

First, the online ordering + in-store pickup is one of the worst in the market.  In general, using the same counter for pickups and returns is just a horrible idea.  Normally, it takes way longer to pick up the order than just buy it in store.

The system design was extremely poor.  I live in Irvine, CA, and there are 3 Best Buy stores here.  I accidently chose the wrong store to pick up the order.  I was at my lunch break, and really don't have time to go to the other store, so I try to ask the lady helping me if they can just transfer it.  The lady just didn't want to help.  Her response was that why don't you drive a few miles to go to the other store?  Ya, only if I have the time and haven't already waited a long time in this store.

After work, I went to the "correct" store.  The pick up was okay.  It took a long time because the guy helping me was an obvious new employee.  So, I gave him a break.  When I was walking out of the store, I actively showed the guy at the door the item and the receipt.  It was one item (a DVD), and he stared it for a long time.  Then he started to call other people to confirm that I ordered the item.  He actually kept me there for a few minutes as I was stealing it even though the receipt and the item was clearly matching.

[jiangj]

How about another one just about a month ago?

I ordered a fridge and had it delivered to my house.  The delivery guy was more than an hour late.

Only a few hours after the delivery, I found that fridge is leaking.  I called Best Buy and try to get it replaced. The call center was closed, so I had to wait until the next day.  I had to put a lot of towels on my kitchen floor to keep it from flooding.

I called Best Buy the first day the next day.  After a LONG wait, the representative told me I had to call the store.  So I did.  After another long wait, I finally got a chance to speak with somebody in Appliance.  He got my name down and said he would have to look into the order and give me a call back in half an hour. 

3 hours passed, he called me and said he would need another half an hour.  90 more minutes passed.  He finally called, and said he would have the delivery center call me. 

Another hour went by, and the delivery center called.  They tried to talk me into repairing it, not replacing it.  It was a new fridge, and I definitely don't want some defective item.  So I rejected the offer.  The guy says I had to call the store AGAIN to change the order to replacement.  I said that's what I told him to start with.  The delivery center guy says that's not what's in the computer, and there is nothing he could do. 

So, I called the store again.  Same old story, they had my number (again), and called me back half an hour later.  He said he got the delivery set up.  So I got a delivery confirmation for the next day.  I spent almost a full day on the phone try to get it settled.

Same night, my wife told me she got 2 confirmation call, one for the repair, and one for the delivery.  Don't know why the repair service wasn't cancelled to start with.  I called in and try to clarify, and cancel the repair.  They lady who picked up the phone said she can only confirm delivery.  The repair center is closed and I would have to call the first thing the next morning to cancel.

What a mess!

[CHurst5841]

That's all fine and dandy except that the item was never listed as on sale.  I have a copy of the sales receipts/invoices.

[CHurst5841]

That's all fine and dandy except that the item was never listed as on sale; that's what you people at Best Buy are either unwilling or unable to accept.  This sounds remarkably similar to what the CT AG has filed suit against Best Buy for.

[akclo98]

i want to sue them for as mad as they've made me too!

it's so ridiculous that they won't help me fix a relatively inexpensive item...they really are happy to just lose customers!

[CHurst5841 · Accepted solution]

In order to be fair to Best Buy and honest I received a $15.00 gift card in the mail today (10/20/08) from Best Buy. I don't know if this was sent in return for the poor service I received with the customer service agent that I spoke with or to make up for the cost different. While a gift card is not cash I did receive an adequate resolution to my concern and I appreciate that.

Finally, I should mention that I am impressed (perhaps pleasantly surprised is a better phrase) that Best Buy has chosen to continue to allow complaints to be aired on this site.

Best of luck to everyone!