Best Buy & Geek Squad Policies

[Mjhotwheels]

I went into a Best Buy in my area. As with most experiences with Best Buy employees I was passed from one employee to another. I asked a Geek Squad member to help me who was not wearing a nametag. I asked if he could price match on a computer that I had from another store. They said that the price was so much lower he didn't know if he could do it. He took me to the Customer Service Dept. where they said they do not take care of price matching there, they had to talk to a manager. The Geek Squad member then took me to the computer dept. again where he two employees were sitting. They said they could not price match because the computer was not the exact specifications. The ad had multiple listings. I said it was this one with 2.8GHZ, 15'' screen, and the model number was the exact same. All 3 employees, especially one named Gerson denied that the computers were the same. After I politely showed him the model numbers again, he went online and looked. He confirmed that they were the same, but Best Buy does not price match 110%. I brought in the statement from Best Buy's website saying that they do. He said that they reserve the right to do whatever is necessary. If a retailer is not going to be honest about its policies, I will definitely avoid shopping there.

[Elizabeth-BBY Community Supervisor]

Hi Mjhotwheels,

I've asked Allan, one of our Community Connectors, to look into this and follow up with you.  You should hear from him within the next few business days.

Thanks for posting,

[Allan-BBY Community Connector]

Hi Mjhotwheels,

Maybe I can add some clarification to our in store price guarantee policy, and hopefully be able to keep you as a customer of ours. I completely agree that if I found out that a company I shopped at arbitrarily chose to abide by its own policies it would make me hesitate to shop with that company again, and I can assure you that our stores should be following our policies in all situations.

The store should have done the price match as long as the lower price is at a local retailer (our stores don’t price match online retailers or retailers outside of their local area), the lower price is a current sale price, that local retailer has the computer in stock at the time of the purchase, the computer on sale at the local retailer is the exact same model number, the lower price is not due to a going-out-of-business sale or a clearance sale, is not a limited quantity item, and the lower price is not due to the computer being an open-box item. We would also not price match any free offers, outlet center items, mail-in offers, financing, bundle offers or pricing errors.

If you had already purchased the computer and you are still within your 14 day return or exchange period we would price match a local competitor’s lower price as long as it qualifies for a price match, and we would give you an additional 10% of the difference between our price and the competitor’s price.

If you are still interested in purchasing this computer from us and you would like me to personally look into this for you just send me a private message by logging into the forum, clicking on my icon, and then clicking on the send this user a private message link.

Thanks for posting,

Allan
Community Connector
Best Buy® Corporate

Message Edited by Allan-BBY on 07-01-2009 01:30 PM