Best Buy & Geek Squad Policies

[Elizabeth-BBY Community Supervisor]

Hi jpg7576, 

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 a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Elizabeth-BBY Community Supervisor]

Dear noungning, 

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 a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  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 noungning,

I’m very disappointed by what I read of your experience.  It sounds like the store you visited with your request didn’t live up to the very high standards that are set for customer service by Best Buy®.

At Best Buy®, we have one set of policies that govern all of our stores.  Individual store managers are empowered to make exceptions to those policies where necessary, but those exceptions are made in favor of the customer, not Best Buy®.  As rutgers456 pointed out, there is nothing in the policy about price matching below unit cost.  That’s because our cost is not supposed to be taken into consideration.

There are some qualifications for the price match to be honored however.  In order to be eligible, the competitor must be in your store’s local competitive area, and they must be in stock on the product in question.  This means that the competing store itself must have the product, not have it available for shipping from their warehouse.  If those criteria are met, Best Buy® will match the price no matter what our cost is.  Your experience should not have happened, based on what I understand, and I’m sincerely sorry that it did.

I’m gratified to read that you were able to receive the offer through our corporate offices.  I’ve communicated with the Specialist to whom you spoke and have confirmed that the discount you were promised has been made.  While you should not have had to make the additional investment of contacting our corporate office, it is our goal to make sure that our customers are well treated and that their concerns or complaints are addressed in a satisfactory manner and a prompt and happier resolution is offered.

If you have any additional concerns on this matter, I invite you to contact me here on the forum and I’ll be happy to address them for you.  To send me a private message, click on my user name and then on “Send this user a private message” under Contact on the next screen.

Sincerely,

[Dorothy-BBY Community Supervisor · Accepted solution]

Hello jpg7576 -

Thank you for taking the time to post your concern on our forums.  I would like to also thank you for being a strong Best  Buy® supporter and I hope to be able to explain our price match policy a bit more, as well as come up with a suitable solution to your dilemma. 

The store is correct in maintaining that the item must be in stock at the competitor for us to perform a price match.  While I understand your frustration and your point of view, I want to stress that the store was following protocol in their denial of the price match.  

However as with anything in life, there can be exceptions.  I spoke to the store today and I have some excellent news!  I am sending you a private message with further information.  To check your private messages, first ensure you are logged into the forum, then click the envelope in the upper right hand corner. 

Thank you,

Dorothy

Community Connector

Best Buy® Corporate

[noungning]

hi john, i've PM'ed you, haven't heard back yet, i've been confirmed the shipment for tomorrow, haven't heard from the other person i'm working with either. just now a bit concerned if i cannot use my reward certs that i've intended to use for this tv, i think i should just cancel... i don't really think i'll ever buy from best buy again after this horrific experience. i'm pretty much done with this store. i think i've been pretty patient in the most professional way i can.

in the end, i can always get this same tv online from another vendor for much less than i am paying with taxes and shipment charges and i've spent HOURS in frustration, i don't even know how this is being justified.

i still would like to know the answer to if the item is shipped to my house, and i wanted to and was agreed to use my rewards certs, but because of your company poilicy of if i'd like to do so (since the person helping me said he'd apply the credit and deduct the certs from my account because it was pending reissue, but he didn't), i'd have to return the item back, in this case to the warehouse, and then rebuy to use the certificates, are you paying for your shipment back (which i highly doubt), are you charging me open box fees since the item will be shipped by your deliverer tomorrow (i'm pretty certain i will, but let's get the words from you guys)?