Best Buy & Geek Squad Policies

[DanG571]

Did you know that when you purchase online at BestBuy.com you are giving up the low price matching with other stores?  This is not made clear until AFTER you buy something, and it's printed on the sales receipt.

I just bought a 46-inch Samsung LCD TV two weeks ago, secure that if I found it at a lower price, they would match it, as the ad said.  Another local electronics store has the same TV for $200 less, in stock, and when I called Best Buy they won't honor the price match.  They direct you to see their low price guarantee on the website, which does state that they only match Best Buy price reductions.

The weekly ads display the "low price guarantee" all over the booklet.  On the same page as the TV is displayed is the following "We'll meet or beat their lowest price.. if you see a lower price, we'll match it on the spot."  There's a little 2 for a footnote below, which states "Some restrictions apply".  See inside back cover for details."

Even when you call the 800 Best Buy number, the messages while you wait endlessly on hold encourage you to avoid traffic, crowds, etc. by ordering online, again with no message or warning that you are giving up the price matching with other stores.

This is deceptive and a really blatant attempt to hide this.  Sure would be nice to see a big warning pop up when you place an online order that you're giving up the price match.  (I don't think I'll hold my breath until that happens.)

I am an angry, frustrated customer who will NEVER buy from them again. In the past, I have done significant business with Best Buy for my small business as well as home appliances.

[DanG571]

Try finding it in 3 seconds on their weekly ad.  Nowhere does it mention you are giving up the low price match with other stores if you order online.  You have to go to the footnote at the bottom of the page, which then refers you to the inside back page, which then refers you to the website.

Here are a few quotes from their corporate ethics policy, which must be signed by all Best Buy employees.  The highlights and colored text are mine.

RETAIL SALES & ADVERTISING

Our customers, suppliers, communities, vendors and shareholders know that they can trust us to do what we say and to act with their best interests in mind. Employees must provide customers with clear, accurate information to help them make informed buying decisions.  Accurate information is both the foundation of our advertising practices, and the way we communicate the competitive advantages that distinguish Best Buy from other retailers. Please remember this is an important responsibility to

our customers that we take seriously.

FAIR DEALING

Employees must deal fairly with Best Buy’s customers, suppliers, competitors and other employees. No employee should take unfair advantage of anyone through

manipulation, concealment, abuse of privileged information, misrepresentation of material facts or any other unfair practice.

[JustusRyan]

Concealment would imply they hide it entirely from you. SInce they list the policy on both the web site and the back page of the flyer, it's not hidden in any way. It may not be placed where you would like it, but it's there none the less. 

[Elizabeth-BBY Community Supervisor]

Hi DanG571, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[John-BBY Community Connector]

Hello DanG571,

I’m sorry to hear that your request for a price match was declined and about the confusion around our price matching policies.  I would be equally frustrated given the circumstances you describe.

We do our best to make sure that our customers have access to information about our policies.  We have them posted in our stores and published online for review, either before or after a purchase.  We provide policy information in our sales flyers and direct our customers to where the details can be found.  Our goal is to make sure that our customers know our policies so you know what we can do for you. 

I would like to ask for the opportunity to work with you toward a happier resolution for this issue, so please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Sincerely,