Best Buy & Geek Squad Policies

[AxelT]

Today I went to my local BB store to do a price match on a Canon SD790 that came on sale for $149.99 at one of the national office supply retailers. I had the ad for it, asked the guy if he had it in stock, to which he replied he had plenty. I told him I wanted one of them and that I was doing a price match. He asked me if they had it in stock, to which I said I didn't know because I wanted to buy it at BB to keep building my Reward Zone points. He told me they needed to check if the other store had it in stock. He said I needed to go to Customer Service for them to call the store. I went to Customer Service and when I saw the line of people waiting, I left BB, went to the office supply store, and got the camera for $149.

While I understand the BB has the right to verify availability of items at the other stores, they should do it for items that are harder to find or new in the market. This camera has been out for a while and is available virtually everywhere. BB lost today about $200 for my purchase (I also bought a case and memory card) because they didn't make it easy for me to save $30 (the camera was on sale at BB for $179). The only thing I lost was about $3 worth of Reward Zone points and some confidence on them. They need to take off their "we will match it on the spot" slogan from their ad because it is not true.

[MobileExpert]

It is most definitely true. However, there are conditions to that slogan. The reason BB will only match it if it's in stock at another store is because if the other store doesn't have it in stock, you won't be buying it there. We price match to get you to buy with us, and to not buy at another store. If you can't buy from another store, there's now no reason to price match.

[AxelT]

I understand that. But Best Buy needs to tell the customer upfront. The slogan tells in the ad tells you that some exclusion apply and directs you to the back inside cover for more details. There is a long blurb about their price match in small print and it doesn't even mention about the need to call the other store. When you go to the website that's where you find it. That's why I call it absurd to say that they match it on the spot since it does not happen. Now I know and when I see something on sale at another store I just go to that store and get it even if I don't get my Reward Zone points. I do not do price matching because I do not see the point of going to another store to get something for the same price I would pay at the store that has the item on sale. I tried this time because now I have the Reward Zone and wanted to get some more points.

[MobileExpert]

I never understoom PM either. I can understand if you knew it was a different price at the other store already, but I have talked to people who went to a competitor, then came to BB to see if we'd PM it. I would just buy it at the first place I go to.

We will match it on the spot, as long as the conditions are met.

@Slim - I always check stock at the competitor, and if they were out, I didn't match it. I refused many PMs on CC's iPod prices because they were out of stock.

[SlimJim77]

That's all fine and good to verify the stock of a PM item.

BBYE--I'm sure if you were the one helping Axel, you would have made the call yourself, not send him/her to customer service for THEM to call. 

My post was more about the treatment of a customer that is seeking a price match. It should not be the practice of any store to give such customers the run-around.

[Elizabeth-BBY Community Supervisor]

Hi AxelT, 

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 the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[John-BBY Community Connector]

Hello AxelT,

I was disappointed to read that we didn’t live up to your expectations when you sought a price match for the Canon camera.  In most cases, we can complete a price match on the spot, just as our advertisement says.

When a promotional point is published in a Best Buy® flyer, if there are any caveats to the statement, our customers are directed to where additional information can be obtained.  Of course, our store associates are able to address any concerns or clarify any policy terms while you’re in the store.  One of the conditions of the price matching policy is that our competitor is in stock and we will often contact them to verify their inventory before granting the request. 

I was also unhappy to read that, due to the line at customer service, you felt compelled to leave the store and make the purchase elsewhere.  We do our best to make sure that all of our customers get the attention they deserve, so customer service issues are handled on a first come, first served basis.  We endeavor to ensure that our customers concerns are addressed as quickly as possible because we realize the value of your time.

Please be assured that your comments about our policy will be passed along for review.

Sincerely,

[AxelT]

Hello to all:

Thanks for all the concern given to this issue. I just want to tell you that this small situation won't stop me from buying at Best Buy. I just like the store and, like I said, I'll continue shopping there, although for sure I won't try to "price match" in the future.

Axel

[MobileExpert]

Glad to hear it. I think if I always stopped shopping at a store once I had a problem, I'd have to make everything myself by now!