Best Buy & Geek Squad Policies

[Tmoney]

If there is another BB in your area, I would avoid the current one altogether.

Well this Best buy I can walk too, and do walk by everyday. It is in my neighborhood and plays up being a part of the neighborhood so you can see why I would like it to actually follow its listed policy. It doesn’t speak well to the policy if the only solution is too avoid a store which flagrantly ignores its policy posted all over the store. Also I use public transportation (located in a large city) and don’t even own a car, so it’s a bit more of a pain to have to go to a different store.

I still believe that the reason Sam's is not eligible is because their price is not avaliable to everyone. If a customer asked me, I would tell them that if I add on the penalty Sam's charges for non-members, and it's still lower, I'll match them.

Sounds fair to me but as I said before this should be noted in the exclusions/details. Also it shouldn't apply to anything on co$tco's website since you don’t have to be a member to purchase from the website.

 

[Tmoney]

If K-MART 3 miles away wouldn't it be easier to drive there and pay the lower price?

No it would be easier for Best Buy to follow their own written policy. I don't think that is too much to ask.

Plus as noted in my previous response:

"Well this Best buy I can walk too, and do walk by everyday. It is in my neighborhood and plays up being a part of the neighborhood so you can see why I would like it to actually follow its listed policy. It doesn’t speak well to the policy if the only solution is too avoid a store which flagrantly ignores its policy posted all over the store. Also I use public transportation (located in a large city) and don’t even own a car, so it’s a bit more of a pain to have to go to a different store."

 

[lb67046]

Hey Tmoney

So i am very curious to know what best buy you have been shopping at recently and why they are choosing to loose you as a customer. I am a best buy employee, actually a customer service representative, in the milwaukee area and we usually try to let our custmors leave the store happy.

In regards to price matching in our specific area we rarely get a manager involved.  They only time we do that is when it involves a sale item we are running low on.  It is technically up to us to decide if we want to satisfy you or not.

The policy is that the item must be in stock at the other store along with being local.  To my personally i usual decide local is within a half an hour to forty minute drive. There is no reason why they should have declined your attempt with Kmart.

In regards to the Sams Club issue i disagree with some of comments.  At our store (im not going to speak up for anyothers) we DO price match Sams Club as long as the customer can show us proof that they are a member and they competitor has the same model in stock. Sams Club IS on our list to price matching competitors when we pull up the menu.

Im sorry for all your inconvience at your store.

[John-BBY Community Connector]

Hello Tmoney,

I’m sorry to hear about your difficulty in receiving the price matches you’ve requested.  I’d be equally frustrated under similar circumstances.

Our published price match policy can be found here.  As with any of our policies, we would refer you to store associates for any additional questions about what you might expect when seeking a price match.  We encourage you and our other customers to become familiar with our policies to avoid potential frustration and disappointment.  To address your specific questions:

1.    Best Buy® stores will match any other competitor as long as they have a physical location within the store’s local market area, including warehouse, specialty and “club” retailers.

2.    The store management determines their local market area.  I’ll refer you to the post by Aaron to which you linked for particulars on how that may be determined.
 
3.    Store managers have broad discretion to grant your price match request.  As long as it falls within our guidelines, you should not be declined.  There are exceptions to the policy which govern whether a price match request can be granted.  For example, a price match will not be granted if the competitor is out of stock, the product is clearance or limited quantity, the pricing is based on a bundle offer (i.e. computer, monitor and printer for a single price), the product is not the same model, etc. 

4.    As has been pointed out, there is an option at checkout if a competitor is not listed.

5.    Our store associates and managers in all stores are all obliged to follow the same policies and are not allowed to set their own. 

Because of the apparent inconsistencies you’ve encountered, I’d like to gather some additional information about your experience.  Please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right. I look forward to working with you!

Sincerely,

[LeAnna]

We price Sammy's Club, but add the price of membership back in since it's a membership club. When it's online stores that we do price match to (not all online stores qualify for price match) we add in shipping and handling. Special online memberships are not considered. It has to be something the average Joe can do at any time.

[LeAnna]

The problem with price matching is the policy is kinda subjective and it's really up to the Managers.

Our store will price match Amazing.com with shipping and handling and it has to be actually Amazing ... not the sub sellers. 90% of most Best Buys out of our district do not do this. Because Amazing.com doesn't have a local store in their area.

Gamerstop is hard to pricematch because people will ask to price match used games. No way we would do that. So the general rule of thumb is not we don't.

When it comes right down to it. Each manager has to look and see if it's a good business decison. If you look at the written 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.

Already bought? We'll refund you the price difference from our own sale price, or 110% of the difference from our competitor's sale price, during the return and exchange period on your product.

Either way, simply bring in proof of price while that lower price is in effect.

If you made your purchase in a Best Buy store, and you find an Internet retailer with a local retail store honoring its own online prices, we'll match their price, plus 10% of the difference. Internet-only retailers are exempt from our price matching program, as well as Web-exclusive offers. Eligible items must be the same brand and model, and currently in stock at the competitor's store. For purchases made online at BestBuy.com, please refer to the Online Price Guarantee on BestBuy.com.

Best Buy Puerto Rico Stores have their own store price guarantee. Also see our BestBuy.com Price Matching/Price Guarantee policy.

Exclusions:
The Price Guarantee does not apply to our or our competitors' free offers, limited-quantity items, items for sale November 28th & 29th, 2008, open-box items, clearance items, Outlet Center items, mail-in offers, financing, bundle offers or pricing errors.

Ref: http://www.bestbuy.com/site/olspage.jsp?id=cat12098&entryURLType=&categoryId=cat10011&type=page&entr...

Gamerstop is a open box issue. Amazing.com doesn't have local retailers. Technically we shouldn't price match WM.com, because WM themselves won't price match themselves according to the policy, but we do.

[MobileExpert]

If I was that manager, I'd add on next day shipping, not normal Ground. Part of the reason prices are higher in-store is because you get the product right then. If you order online with normal shipping, you generally have to wait about 3-5 business days. Since next-day is usually $20+, the price would usually be higher.

[maverick96]

Hi John,

             Based on the specific points in your email, I went to local best buy yesterday to buy Panasonic 58". I was told that they will not match warehouse price ($600 less than bestbuy). The warehouse is within 1 mile of this best buy!!!. Then I asked them to match another local competitor price ($300 - $400 less) with a store nearby. Then the excuse was that it has to be within $100 and since the local competitor is currently out of stock, bestbuy will not match. Anyways, the bottom line is the price match seems very subjective and if all the rules are out on the website, it would help us not to waste a trip.

Thanks

Krish

[sas6874]

Tmoney--

Unfortunately, a best buy is too often not at Best Buy.  It's too bad that since the demise of CircCty, BB has apparently chosen not to offer any price match (check the price match policy as of today) except within its own organization---not a real impressive policy.  I'm a Premier Silver member, I [used to?] spend a lot at BB, but I am becoming increasingly unhappy over BB's pricing given today's economy.

I am a faithful customer that is quickly becoming disillusioned.  No competition is a bad thing. 

[Elizabeth-BBY Community Supervisor]

sas6874,

Perhaps you are confusing our store policy for the BestBuy.com policy?  Our stores match local competitors, just as they always have; our website, however, does not match competitor pricing.  For full details, see the following:

Store Price Guarantee

BestBuy.com Price Guarantee

Hope this clears things up!

Message Edited by Elizabeth-BBY on 04-06-2009 04:29 PM