Best Buy & Geek Squad Policies

[rsons1965]

I went into the Best Buy in Beaumont Texas yesterday and looked at plasma and LCD TV's.  I understand not getting waited on when your busy, but it's pretty aggravating to not get waiting on and look over and see 3-4 blue shirts talking among themselves.  I was on my lunch hour so I left.  Today I come back and after 20 minutes someone broke away from the group (they were chatting again) and asked if I needed help.  I asked about an open box item.  The open box tag had a price on it.  I peeled back the sticker and noticed that it was the same price as it's last selling price.  He would not budge off that price.

So on my way out, I asked for THE store Manager.  Did I get the Store manager?....No, I got an assistant.  He only offered 10% off.  Not enough to buy a opened box item that I'm not even sure all accessories came with it.  The Store Manager was talking to another employee not 10 feet from where I was standing.  I told him what was going on and he said he would check on it.  He never came back.

I sent a complaint via email today and still have not received a response or phone call.  I'm guessing I won't because it probably goes directly to the store.  I WILL be spending at least $1000.00 - $1500.00 tomorrow, the only question is where.  wally world, Sams, (the store that rhymes with Beer's and Conn's all sell LCD and Plasma sets.  If I don't get a response, one of the stores just mentioned will be getting a sale.  I guess this economy we are in has not affected Best Buy enough to improve customer service AND negotiate price on an un-boxed item.

[Nokia]

I believe 10% is actually a normal discount for an open box item.

[rsons1965]

It may very well be, but no one would know that comparing tags.  Some TV's were marked $200.00 off and some $400.00 off.  I did not calculate actual percent, but most  open boxed TV's were marked more than 10% off.  The sales associate said it had to do with cost.  He even showed me on a sheet of paper what BB cost was.  If that was true, they took a loss when it went clearance.  Fact is, a clearance open box should be marked down aggressively and sold to make room for current merchandise. Retail 101, old out and new in. 

[Nokia]

Wow, if he showed you BB's cost, he could possibly be fired. That's a big no-no at any company.

But he was right. Generally open box items will be marked down so the store still profits from the sale.

[JoshSB]

Unfortunately the Mods usually get to a thread in 3-5 days due to their overhead and how many they deal with.

In light of this it seems you will indeed be shopping elsewhere.

I apologize for your experience and I hope you have better luck else where.

~ Josh

[rsons1965]

Finally had some good news today.  A local retailer has the exact TV in stock I wanted from best buy for $200.00 more.  However, they price match plus 10%.  So I will actually get the TV cheaper but a day later than I wanted.  I can live with that!

THANK YOU BEAUMONT BEST BUY FOR BEING RUDE AND FORCING ME TO SHOP WITH YOUR COMPETITOR!!  I WILL NEVER MAKE THE MISTAKE OF SHOPPING IN YOUR STORE AGAIN.  FROM NOW ON I WILL ONLY VISIT YOUR STORE TO TAKE A PICTURE OF YOUR SALE TAG FOR PRICE MATCHING ACROSS THE STREET.

[Justin-BBY Community Connector]

Hi rsons1965, 

I'm sure it's aggravating to go to a store in hopes of purchasing a television, only to not get immediate assistance and leave empty-handed; especially when you're pressed for time.  I understand your position on your situation and I too would feel similarly if I experienced what you describe. 

I truly apologize for reading what happened at our Beaumont, TX store location.  It's troubling to know that you waited around for assistance only to find associates conversing with one another.  Equally troubling is the fact that you went elsewhere to purchase your television because of company policy.  I cannot provide you with reason to your encounters with the associates, because we strive to display a high level of service to everyone who enters our stores.  Clearly it appears that we did not uphold your expectations and our necessary responsibilities of performing thorough and prompt service.  

Rest assured, I will surely document your experience internally within the proper levels of store management, so that they are aware of your interactions.  If you have any additional concerns or questions, feel free to reply to this topic or send me a private message by clicking on the link in my signature bar. 

Thanks for posting, 

[rsons1965]

Justin,

    Thank you for your response.  I am actually surprised you responded because I sent an email to corporate customer service and they have not responded back. That's why I ended up on the forum.  I did receive the TV from a local competitor so I'm happy about that.  I guess my biggest issue now is the fact to complain and get a response you have to go to a public forum. Lowes is a big company and when they receive a complaint, store management has to respond within 24 hours or it is forwarded to the District manager. When I managed the Lowes store my policy was check computer at 7pm and respond to any complaints.  Seems like best Buy would have a similar policy if they really cared.

[Justin-BBY Community Connector]

Hi rsons1965, 

It's my pleasure!  I'm glad that it worked out for you in the end, but I wish you didn't have to go to that extent as well.  I'm sure that if you sent in correspondence, you should be hearing from someone soon; but it may take a few days because of the high volume that they receive.  

I wanted to step in as quickly as I could, to show you that we do most certainly care about your business, and although I cannot make any guarantees on store management's actions; I have made it abundantly clear to the proper levels so they may address it.  

All the best,  

[rsons1965]

Well, it's been over a week and no phone call or email from anyone.  Another example of the caring service of Best Buy.