Best Buy & Geek Squad Policies

[xsivforce]

My Son and I went to my closest Best Buy (80 miles round trip as I live in the middle of nowhere) today and asked them to price match the Guitar Hero World Tour bundle for the Playstation 3. The regular Best Buy price is $169.99. G-Stop is blowing out the bundles for $89.99. I cannot include a link because this forum won't allow the use of the words G*** Stop. You can check their ad. It is an in store special only and not available online.

The General Manager at the Best Buy told me he could not match the price because it is below his cost. He told me he could let me have it for $115.00 plus tax.  Sorry, that is not a price match. Is this the way the guarantee works? My Son and I are both very disappointed. 80 mile round trip for nothing.

Yes, there is a G-Stop in the same town as the Best Buy. I just no longer do business with them for an issue similar to this.

[Nokia]

Is the sale perhaps a clearance sale?

[Miranda]

I just checked both websites. G-Stop has both the GHWT - Band Kit and GHWT - Guitar Kit both priced at $89.99. Neither of them say clearance, although they both say not available online.

We at BBY have the GHWT Band Kit priced at $169.99 but the Guitar Kit priced at $89.99.

So I don't know why the store wouldn't have price matched.

[xsivforce]

Yes, Miranda. All of your facts are correct.

I called Best Buy customer support and they told me it was up to the store manager to decide if they would price match and that there was nothing they could do. I said that it is a Price Match "Guarantee" and the customer support person told me that doesn't "Guarantee" a Price Match. I had to laugh.

Just another big corporation with lots of fine print on everything. I am so over corporate America. If you say something is a "Guarantee", it should be. 

Thanks for letting me vent. I completely feel I was wronged but there is apparantely nothing I can do about it. The only thing I can say is "whatever" and go on with life. But, the next time I am looking for electronics and such, I may be looking elsewhere.

[xsivforce]

That is what I said too. If it is "policy" it should not be up to an individual. Thanks for everyones input. I at least feel better that other people understand why I was a little miffed. I was hoping it wasn't just me. I am not usually one to complain or cause problems but driving 80 miles for nothing just kind of makes it more bothersome.

[Elizabeth-BBY Community Supervisor]

Hi xsivforce,

Jacob, one of our Community Specialists, will be looking into this and following up with you.  You should hear from him shortly.

Thanks for posting,

[xsivforce]

Thank you for your reply Elizabeth. Having someone who at least wants to listen and look into a customer concern is something you just can't seem to get via phone support these days (with many companies).

[Jacob-BBY Community Web Planner]

Hello xsivforce

Price matching is something that we feel is of great value to our customers and it keeps the market competitive.  The situation you describe is not how it is supposed to work.  If the item is available in the same market area, and is not clearance or part of a bundle or special promotion, then we should be matching.

Feel free to view our full price match policy here.

I was unable to find your case history because I don’t have enough information.  I wanted to see if I could find a case from when you called in.  I know everyone here are corporate should know our policy backwards.

It sounds like the agent you talked to on the phone might have been trying to get across the fact that a store manager is, of course, in charge of his or her store and has empowerment to deny any sale.  This is unrelated to the price match policy.  I am not justifying it – just stating this might have been the case.

I need some additional information in order to proceed.  I have sent you a private message.  You may check them by first making sure you are logged in and then proceeding to the envelope icon in the upper right of this page.

Thank you,