Best Buy & Geek Squad Policies

[Letour]

On Saturday, January 17th, I went into the BB located on 23rd St in NYC (store #482) to look for an HDTV.  I had pretty much narrowed my choices to either a 40' Samsung (LN40A650) or a 40' Sony LCD (KDL40W4100). I asked one of the service associates what their price match policy was and she said that they match prices from PC Richards (local NYC competitor), but not from Circuit City because they were currently in liquidation, which was understandable.

The TV store associates were fairly busy answering questions or were handling sales from other customers purchasing smaller Tv's and other tv accessories, so I waited approximately another 15 minutes for assistance and in the interim, I decided to check the PC Richards website to make sure their price on either TV above had not changed.  I happened to come across a Sony KDL40Z4100B priced at $1299.97 (http://www.pcrichard.com/catalog/product.jsp?productId=64734&parentCategoryId=2&categoryId=40000&subCategoryId=40010) which was the same price for the Sony 40' W series, which is not as high quality as the Z series.  Anyway, when I was finally able to get the attention from the sales associate, I asked her if she had the Sony KDL40Z4100B in stock and after checking her terminal, she said she did and that the price was $1799.99.  I told her that I would like to buy it, but that PC Richards was selling the same make and model for $500 less, so I asked if she would be able to match the price.  She entered the price match into the terminal, but before she could proceed with the sale, she would need to speak with a manager.  So she left and came back with another more senior sales associate who when told of the competitor's price, closed his eyes and nodded in agreement that the $1299.97 price was tue but that he hadn't had a chance to enter into the system or get approval to match. Again the junior sales associate left to get approval from the department manager, and while I waited the TV was brought out at which point, I felt excited that I was finally going to buy the new HDTV I'd been saving for since middle of last year 

After another 10 minutes went by, the department manager finally came and reviewed the terminal screen, he looked over and proceeded to explain that the best he could do was "meet me halfway" and offer the TV at $1499.99, which I found very surprising.  So I asked him why he couldn't match the price and he gave me two competely BS reasons: 1) His competitor's return policy and BB's are different and that 2) the $1299.97 price was below cost, so he couldn't sell it to me at the lower price.

My friend and I looked at him with an incredulous look and so I took a deep breath and told him that I had been a BB customer for over 16 years and would prefer to buy the TV at BB and that I was ready to buy it there on the spot, if he matched the price.  He said he couldn't at which point, I looked at him and told him he just loss a sale and that I was going to buy it at his competitor's store.  He said ok and quite honestly, didn't seem to care that he lost business that day. I was even more surprised, given that in the span of 75 minutes I was in the store, only one other person bought a TV larger than a 37'.  So much for customer service.

I was truly shocked and disappointed that a department manager (if you can call him that) would not stand by Best Buy's policy:

If you are about to make a purchase and discover a lower advertised price offered by a local retail competitor on the same available brand and model, let us know and we'll match that price on the spot.

All I can say is that based on this terrible customer service & experience with BB, I will make it a point to NEVER again shop with this company.  I will also tell all my friends and family not to shop with BB from now on and to stay away and shop with PC Richards (or another competitor) instead.

Quite honestly, save your $$ and spend it elsewhere...BB just lost a long standing customer.  Sad, but true.

[Elizabeth-BBY Community Supervisor]

Dear Letour,

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 a maximum of 3-5 business days. Please note that it may be sooner depending on the complexity of your issue and the current volume of posts. Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Aaron-BBY Community Connector]

Hey Letour,

Although I cannot provide you an explanation as to why you would have been told otherwise, I assure you Best Buy® never limits price matches based on price alone. Even if the advertised sale price is below cost, we still are able to honor competitor’s sales prices as long as certain other criteria are met.

What I find most puzzling, however, is if you were told that a price match was not possible due to differences in return policies. No two retail chains have identical return and exchange policies, and this has never been one of our requirements.

I’d like to look a little further into this situation on your behalf, so please keep an eye on your private messages (the letter icon at the top right of the page) for further communication.

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

[DanG571]

I just had a similar experience with an LCD TV and failure to price match.  It seems many managers and employees forget the Corporate Code of Ethics they all signed as employees.  Here are a few excerpts (bold text and colored highlights 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.