01-19-2009 03:24 PM
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?prod
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.
01-23-2009 12:27 PM
01-26-2009 03:16 PM
02-14-2009 10:29 AM
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.
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.