Best Buy & Geek Squad Policies

[mkthomas83]

Hello All,

I am writing this regarding a price matching situation I had with your store & looking for answers as to why I was denied the lower price.

On December 24, I saw that a nearby Costco was selling the Xbox 360 Gears Of War 3 Console Bundle for $249.98. I purchased the item at Costco and upon walking out of the store realized that Best Buy had been pushing their price matching policy quite heavily for the holidays. Wanting to take advantage of my Reward Zone membership, i proceeded to a Best Buy located in the same mall as the Costco. At the customer service desk, I showed the CSR the receipt for the system purchased at Costco, minutes prior to me being there. I was immediately told that a manager would be needed for such a transaction. A man who I believe to be the department manager came over and immediately told me that he couldn't do it, because the price was too low. I proceeded to go through the store policy listed on the website, stating that the store was located within 25 miles, was selling for that price and that they had the item in stock. The manager proceeded to tell me that it might have been refurbished and that he'd have no way of knowing. I asked him to call the story and verify, as it states can be done in your policy, and he refused, saying that he had a store to run.

I would like to know what I did wrong in this process. I brought proof of the price (receipt), I proved that the retail store was located within the 25 mile radius (walking distance) & had a means of proving the item was in stock and re-verifying it's price (phone call), however, the manager revealed that, due to the extent of the discount, he wouldn't even give me the time of day. After watching your extensive ad campaign showcasing your price match guarantee and dealing with this, the second MAJOR issue i've had with your store regarding this policy, I am quite irate. If anybody can help me out with this one, it'd be greatly apprecited. Thanks.

[southtownguy]

I would think that they wouldn't match the price because Costco is a Wearhouse club like BJ's and Sams Club and prices their usually are denied by most retailers if your trying to do a price match their since. the price isn't available to the general public. It requires a membership

[kst8no1]

The correct response from the manager would've been because you pay for a membership Costco can't be pm'ed...Costco isn't an equal competitor because of that

[mkthomas83]

That is something I contemplated, however, it is not the case. Nowhere does it mention anything excluding a membership retailer in their policy and Costco falls under every detail of the description given for an acceptable storefront.

Furthermore...

http://forums.bestbuy.com/t5/Best-Buy-Geek-Squad-Policies/Best-Buy-PM-Costco/m-p/270910/highlight/tr...

&

http://www.flickr.com/photos/hanapbuhay/1077221471/ 

[Nytwyng]

Additional loopholes they will try to invoke in order to deny your price match request will be suggesting that Costco limited purchase quantities at that price.

Then, if the Costco sale is already over (which it may be, given that it was Christmas Eve), they'll tell you that, because the sale's over, they "can't" match the price.  (This despite you having requested the price match during the sale).

BB likes to say that they have a price matching policy, and, on paper, they do.  But, it's written in such a way as to have many ways out of actually granting a price match.

[AaronE]

From the looks of it they should have price matched it if the store had that console. I was unable to find the XBox 360 Gears of War 3 Limited Edition Bundle on Bestbuy.com so I have no idea if the stores still carry that item. As Gears of War 3 was released in September it may not be a bundle we're still selling... I sadly don't get out of the back from fixing computers to know what we've got in stock in the gaming department.

[mkthomas83]

The Costo definitely didn't have any limited quanty clauses. I originally intended to buy three at the Costo and they were more than willing to allow me to do that, however I went with just getting the one for proof to show at Best Buy so I could get the mega points bonus. Oh, and I definitely hope that the sale doesn't end and BB decides that after pretending their own national policy doesn't exist, they can't honor my request because the price no longer remains.

And, as a Best Buy/Geek Squad employee, thanks for chiming in. I, too, have gone through every piece of literature of the guarantee. I am quite methodical in my ways, and I am 100% sure that I was wronged. The store was highly stocked in the item. In fact, I brought one of the consoles to the counter when I asked for the price match. The manager simply would not even consider my request as it was greater than the $15 difference that Best Buy customarily welcomes.

I've seen moderators that speak on behalf of the company sometimes come in and chime on the topic. Is there any way to request this, as I'd really like to know what the corporate stance is on my situation? Any help would be appreciated. Thanks.

[AaronE]

Did the Best Buy store still have this Gears of War 3 bundle available for sale?

[mkthomas83]

Yes, as I stated...

"The store was highly stocked in the item. In fact, I brought one of the consoles to the counter when I asked for the price match."

The item i refer to is the Gears of War 3 bundle. The Best Buy store had an entire stack of them in the aisle, labeled, with the higher price. I brought one of the consoles to the BB CSR at the front desk when I asked for the match and the woman told me she'd have to get a manager because it was more than $15. The manager came over and began to finagle his way out of complying with store policy.

[Ryan-BBY Community Connector]

Hello mkthomas83 -

Blake from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!