Best Buy & Geek Squad Policies

[2wheel-lee]

I received the Best Buy mailer with an interesting offer on the cover, and so today my girlfriend and I went to the local Best Buy to make a purchase. The offer expires today (12/13/08). 

The promotion included:

Sony KDL46Z4100 (LCD TV)

Sony BDPS350 Blue Ray DVD Player

Sony HDSS2300 Home Theatre System

Geek Squad Service

Initially, the sales person said they had everything in stock. Then he said that he didn't have the TV in stock. After consulting with another coworker, he was informed that they did in fact run out of the advertised TV but they've been offering customers the XBR6 version of the same sized TV instead for the same package price of $1999.96. We thought that sounded good, and were very happy to hear that Best Buy was stepping up to take care of the situation (running out of stock of a sale item).

The sales guy came back in a few minutes and said that he didn't have an XBR in stock, but another location did, and he could have it transferred over. As he was cooridnating that, I saw the manager walk over and talk to the sales guy. I over heard her say to the sales guy to just tell the customer that nothing is available and there's nothing we can do, and then I saw her wave her hand like "blow them off."

The sales guy came back over to where we were and said that there was nothing he can do. Now, all of a sudden, the TV was not available.

He tried to move us into another inferior TV saying it was comparable (despite it only having 10,00-:1 contrast compared to the 30,000:1 with the Z and 50,000:1 with the XBR).

We were willing to order the TV, but he said that they can't order items if they're not shown as "in stock" which made absolutely no sense whatsoever - neither the X or the XBR are discontinued TVs. And he would not give us a rain check.

I can't believe that there is nothing the sales people can do to make things work. Is there anything a mod can do here? I'm looking to buy a Canon 50D SLR package before Christmas, and Best Buy has a better price than some other places, but unless something can be worked out with the TV, I'll be damned if I give Best Buy any business again after they've baited me into their store.

Any suggestions?

[DeTalores]

Shoulda asked to speak with the manager instore.

A lot of times they don't like upset customers and do what they can to help you out.

Or you could always call the other store that they said had it in stock and try to get it.

If you go to bestbuy.com you can check instore availability by searching for your item then there will be a little link underneath it that says check availability.

Just a few ideas.

[structure_33025]

I just had a similar experience.

This week's ad (12/14-Today) has a package deal. It includes a Sony XBR 52 tv, blu ray player and geek squad installation. I'm interested only in the tv and blu ray player.

I go to my local Best buy and it's not in stock. The customer service rep told me, "I don't even know why they put this deal in the ad." He checks availability for me.....no where in Florida. I tried to order it online at the store. Not available for delivery. So I continue to check with the rep for possible stores that have it some what close to me to have it shipped. Not in Georgia, Alabama, New York, NJ or Mass. 

I tried talking to the manager to buy it now at the current advertised price and pick it up when some more arrive. That is not an option so..............WHAT IS THE POINT TO RUN THE AD!!!!  This is more then upsetting. I would like a response on why they would run with this promotion knowing there are no more tv's left. TO GET CUSTOMERS IN THE DOOR????!!!!!!!!

[DeTalores]

Lol. Sorry since i'm not in that position when i read your "TO GET CUSTOMERS IN THE DOOR????!!!!!!!!" I literally laughed out loud.

Anyway, maybe its a national ad that was sent out for all the areas that had local best buys?

Who knows, I've had the same thing happen to me at other brick and mortar stores. WalWorld for example did the same thing with a couple video games I wanted.

[2wheel-lee]

Issue resolved! I got a considerably better deal from CCity. Even if I did want to buy a 46" Z or XBR from Best Buy, they told me that they wouldn't be getting any for a long time (a lie, I'm sure, noting that they again have ads for these TVs). Many of the sales and manager associates are dishonest, but that's not new info for many customers.

And again, although I initially wanted to buy a Canon 50D camera and some lenses from Best Buy, I no longer have any confidense in the company, so I bought the stuff from bhphoto.com for a considerably lower price as well.

We will be moving into a new home soon, and I can assure you that we won't be making our appliance and new home stuff from Best Buy.

[Aaron-BBY Community Connector]

Hey 2wheel-lee,

I’m sorry to hear about your recent troubles! I would like to assure you though that what you may have encountered is certainly not the kind of experience that Best Buy® would want its customers to have. Whenever we know that something in our weekly advertisements will generate a considerable buzz, our retail stores will often create substitution packages for our customers should we run short on the original product. That certainly beats missing out on a promotion!

Keep in mind though that sometimes we may even run out of the substitution models due to unusually high demand. Once they’re all gone, there’s no guarantee that we’ll get any more back in stock before the end of the sale period. Rainchecks are sometimes an option, but only if the promotion doesn’t include “limited quantities” or “No Rainchecks” verbiage.

That being said, I do certainly apologize that we were not able to meet your needs in this particular issue. I'm glad to hear though that you were able to find what you were looking for.  If you have any additional questions or concerns, please feel free to let us know!

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

[torindalfor]

Easy to say you're sorry but the fact is that desperate times call for desperate measures and I have run across another current circular where the item in question (this time a 50" TOC Samsung TV wk of 1/26/09) is nowhere available within any surrounding states or for delivery. Amazing deal yes but transparently a bait tactic since you can't get one. Fortunately for me I went through the trouble of researching to see if I could actually get one before I made the road trip. None Available from the Sunday advertised.

Everyone is being hit hard by these intensley desperate economic times which is why we are trying to get the best deal that we can. It is unfortunate that BB would use this vulnerability against us to insure there own furthered existence. I'm sure that this will be explained away as others here with a similar item for price blah blah blah. Nice try to move merchandise people aren't shopping for by offering something that they really do want only to be confronted by "item not available". BB has chosen there bait well as the items I have seen are usually some of the best reported by consumer type reports and reviews.

A BB competitor chose to take this route with their customers and they are now in liquidation after alienating them. I have enjoyed shopping BB in the past but if these tactics continue I may have no choice but to shop elswhere. 

Good luck to us all.