Best Buy & Geek Squad Policies

[iambeaker]

This is in regards to the Staples Coupon Matching Policy (Please see OP Thread -- HERE).

Before i went to the store, I called Best Buy Corporate (1-800-Best Buy) and spoke to a terrific CSR named, Jennifer.  I asked Jennifer about the coupon and if the store will match it (referencing the OP thread).  Jennifer confirmed that the store will match the offer but to be on the safe side, call the store first.

I called the store, and spoke to a great salesperson, Karen.  Karen informed me that indeed another customer called about the coupon, and the store would need to read the fine print of the coupon before honoring it.

At approximately 5:30pm, I entered the Independence store, and spoke to Karen again.  She looked at the coupon and said that she would need to get it "ok'd" by her manager.  After 10 minutes, she came back and said the manager would need to speak to us.  I asked Karen to point out the manager, and she pointed to David.

It took David 30 minutes to speak to us, as he went helping other customers (there was only Karen, David, and another individual staffing the customer service counter and the line was about 10 customers deep.)

When David had a moment, I showed him the coupon, the post on the policy (see OP Thread Post #10 by Kyle).  David told me that this website was not owned by Best Buy but he commended me on a great try.  I showed David that this website is owned by Best Buy Corp (see Whois Profile HERE).  David again told me the policy of Best Buy was to only price match and not honor coupons by competitors.  I asked David to call Corporate (1-800-Best Buy) to get clarification on the new policy.  At this time, a member of the Geek Squad tapped David on his shoulder and asked him a quesiton.  David immediately spent about 5 minutes talking to the Geek Squad member and then came back to me.

I explained to David that I have been in the store for over an hour now, and I would like to go home.  I gave David my name and number and he told me that he would call corporate that night and let me know what he found out.  I did not hear back from David last night and when I called Best Buy, I was told David did not work today and the manager on duty was not "willing (actual words used)" to come to the phone.

I ask that Best Buy corporate please call the Independence store and notify David and any other manager of this new policy exception.

I have forwarded this story along with all posts to this incident (including the OP post) to local Kansas City news outlets, Independence news outlets, and various consumer-advocacy blogs.  I intend on forwarding the resolution of this outcome to them as well.

[Dorothy-BBY Community Supervisor]

Good afternoon iambreaker -

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

[Coral-BBY Retired: Community Connector]

Hello iambeaker –

Welcome to the Best Buy forums!

I appreciate you taking the time to share your concerns regarding your recent experience at the Independence, MO store with an attempted price match.  It is true we are honoring the Staples coupon of $100 off a tablet within the exclusions on the coupon and our normal price match guidelines (http://bbyurl.us/PM). 

After speaking to a manager on duty at the store today, he has advised me they are aware of this coupon and actively honoring it within the terms.  The product must be available at both Best Buy and the local Staples store and within the terms of the coupon; HP TouchPad, Amazon Kindle, Nook by Barnes & Noble are all excluded per the coupon as well is the Apple iPad as it’s not sold at Staples.

I apologize that the store refused to honor this for you on your last visit, but if you visit this or any Best Buy store before the Staples coupon expires we’d be glad to honor this for you within the terms listed above.  In addition, I am sharing this with upper management locally to ensure that those involved are addressed regarding your recent experience in the hopes that it isn’t repeated.

If you have any additional questions or concerns, please feel free to reach out to us.

-Coral