Best Buy & Geek Squad Policies

[snoopyjy]

I am a tad confused over why Best Buy seems to be the only store that does have something in stock nor can help in regards to getting a product to me that is newly released. I went into the local store last Friday to try and see a Lumia 900 and found it curious that there was nothing on display and all of the phones are shells anyways. Top it off with two associates who ignored me while playing with a phone/toy and no wonder I started to wander off unhappy. Luckly a woman saw me heading away and asked if she could help. I asked about the phone and she produced a working phone but really didn't seem to know much about it. One of the associates who turned out to be the department lead came over and chimmed in on the phone and warned me to show up early Monday for the phone as he had no clue how many he would get in. I live 45min-1 hour away so I stopped in on the way to work and sure enough no phones. He could not even order me a phone and just said I had to wait until one came in. There were plenty of other stores to go to for the phone but as a common theme on these forums I was trying to capitolize on my silver reward status which is becoming more and more of an incentive.

The second think is the price match which in regards to this phone was again annoying as in order to get the price match the phone has to be in stock at the store and with the compeditor. Best Buy has the phone listed at 99.99 with contract when everyone including the AT&T store... is selling it at $49.99. Again the policy says it will not match websites but it is obvious that the price is lower outside of the Best Buy world. Also if I order through the website I would of course get free shipping as a silver reward member but it is very slow shipping. As an Amazon Prime member I would have it wihin 2 days and had I pre-ordered it at the $99.99 price I would have gotten the difference back as they would match the release day price. My wife did get herself a phone but due to this any other location is showing that I am not eligible but the associate assured me I could get the phone, once it is in stock, at the contract price. Hopefully it will be soon but since they said there was none showing in the system at the warehouse.... and since they apparently can't get it from the same warehouse that the website ships from... I am just going to have to wait and hopefully not get hurt even more in the end.

[Ryan-BBY Senior Social Media Specialist]

Hello snoopyjy -

Doug from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[snoopyjy]

I am happy to provide feedback but I walked into the AT&T store bought the phone for $49.99, no rebates, no hassle. I also bought the Zagg shield which the store also did not have. Bottom line is that it was a much better experience and cheaper to go to a compeditor. I did enjoy the text I got after buying the phone from Best Buy asking if I would recommend a friend to Best Buy mobile which I replied 0 as I have lost a lot of faith in Best Buy's commitment to customers especially reward members after this.

[snoopyjy]

I also forgot to mention that I discovered from AT&T that the associate at the Best Buy store upgraded the wrong phone line which resulted in more hassle.

[snoopyjy]

It is Friday and no call of stock being in plus the price is still lower at your compeditors which is not good.

[Douglas-BBY Community Connector]

Hello snoopyjy,

I’m glad to hear that you were able to get your Lumia 900. Are you enjoying it so far?

 We want to be the place that you can go to get not only the best price on a new phone, but also the best service. It sounds like we missed it on both counts this time.  I’m sorry that we weren’t able to send you out with a new phone.

We also work hard to offer our loyal Reward Zone Premier Silver customers incentives to come back and shop with us.  It sounds like we have some work to do on that front as well.  We’re excited about some new changes coming to the program this summer and I hope that we have the chance to have you back in to take advantage of them.

I’m disappointed that we weren’t able to sell you that phone ourselves, but really value your honest feedback in letting us know why.  Please let us know if you have any other questions or concerns and keep letting us know how we can serve you better.

Regards,