Best Buy & Geek Squad Policies

[bklyndevil44]

So I was looking to get a new cell phone. Target's ad releases today (3/6) and the LG Optimus V is available for $129.99 plus a $20 gift card. The Target has the phone in stock and I call to confirm. I head over to Best Buy and bring in the ad as well as a printout of the Best Buy price match policy concerning gift cards.

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.

From reading this, it clearly states gift cards are considered when doing the price match. The employee called Target and confirmed stock. He then called someone over to do the price match. The other employee asked the manager and I was denied. No reason was given, even after I tried telling her wha the policy states with the printout. She just kept repeating "the manager said no." She was very rude, but this post isn't about her. I purchased the 2 phones anyway and left.

I then called Customer Relations when I got home. He got the manager on the phone and apparently I was denied for 2 reasons: the first was double dipping which he explained when something is on sale and bundled with a gift card Best Buy only matches one and the second reason being it would be below cost. I did not find this anywhere in the price match policy so I didn't understand. The manager was nice enough to meet me half way (1 $20 gift card instead 2 that would be mailed), but only after I called I received that. The price match policy clearly says gift cards are considered. Even doing a simple google search, you clearly see many people have price match stories that are ridiculous. That is probably why there is a class action lawsuit against Best Buy for their failure to comply with their price match policy.

[Nokia]

Sounds like they should've matched the price. BTW, that lawsuit was a few years ago, and wasn't really concerning this.

[bdtrpt]

From the same Best Buy Price Match policy:

The guarantee does not apply to our competitors' website pricing and the guarantee does not apply to our or our competitors':

• Offers that include financing, bundling of items, free items, pricing errors and mail-in offers.
• Items that are limited-quantity, out of stock, open-box, clearance, Outlet Center, refurbished/used items and items for sale Thanksgiving Day through the Saturday after Thanksgiving.

The Target ad states the the phone is "quantity limited" and that's why Best Buy denied  your price match.

[bklyndevil44]

Maybe you are right, but they did not give that reason. Also, the item was in stock.

[Nokia]

Thanks for pointing that out, bdtrpt.

OP, while the reason the manager gave was incorrect, they were correct in denying it.

[Melissa-BBY Senior Social Media Specialist]

Hi bklyndevil44,

The LG Optimus V seemed to be a highly anticipated phone for Virgin Mobile. I appreciate your interest in purchasing yours from our stores instead of from one of our competitors. It was disappointing however to read that you had some troubles with the store honoring the offer Target was providing.

If the Target promotion did state that the phone is a limited quantity item, then regrettably we would have been unable to honor the promotion, regardless if they had the phone in stock at that time. This is listed in the section of our Price Match Policy that bdtrpt had referred to. I apologize if the store had provided an incorrect reason for denying the price match.

That being said, while looking into this further, I saw that Terrence from our executive offices had contacted you regarding your concerns. I was pleased to see that he was able to assist with a resolution for you. If you do have any additional questions or concerns regarding this issue, I do recommend reaching out to him again.

Best Wishes,