Best Buy & Geek Squad Policies

[BCBLRBOI]

I had complained to the BB site about not honoring their "Best Buy Price Guarantee" policy. I have included the actual emails and the implication that I did not follow the proper guidelines.

I contacted each entity prior to leaving my house, i.e. BB, ABC Warehouse, even "the red store w/the initials CC" to make sure that the item was "in-stock". Upon, my arrival at the BB store I inquired in the TV area if this particular TV qualified. This employee "C" said he would call ABCW to verify the item in-stock and did so in front of wife, son, and me.  After his call we were informed by named representative that it did but that BB could not do it because they would lose money on the deal. This same employee then mentioned that ABCW must have a rebate agreement or something with Samsung. He then reiterated that BB could not meet the deal. I thought that kind of odd with BBPG policy saying otherwise. I then approached the customer service area to ask another representative about my dilemma. This employee checked called ABCW (again, in front of us about 6 ft away) stated it did meet guidelines and that it met the policy. This employee added he would need to get authorization from a "manager". He did from "N"and let us know that BB could not meet the price but would give to us for $50 above the ABCW price. I said no and proceeded to ask this employee for phone contacts and those responsible with this decision. This employee did and I have no complaints in this regard.

There's more but you get the basics. As you can see from the latest response, it appears that this BB is getting on the same page. It seems odd to me that I did what I considered due diligence prior to going to their store, had the ad in hand, had reps contact the store, verified that tv was indeed in-stock, contacted not not 1, not 2, but at least 3 reps from BB, I even went over to "CC" afterwards and they verified the price from ABCW. I didn't buy from ABCW or CC because I wanted to purchase the warranty with BB which was more favorable than CC.

Anyways, we shall see what happens. I was not afforded the information I requested to contact those above the BB Customer Relations rep. I am again requesting that contact information. The story is below.

I find it a bit disconcerting that I cannot post until I resolved the below alert from BB:

Please address the following to complete the message posting:

• The message body contains S(C)ircuit City, which is not permitted in this community. Please remove this content before sending your post.

From: Best Buy Consumer Relations <cr@bestbuy.com>
Sent: Sunday, December 28, 2008 5:32:15 PM
Subject: Re: General Questions (KMM8856534I65L0KM)

Hello,

I apologize for not being able to respond sooner, however, I would be happy to further assist you.  I am very sorry to hear about your disappointment with your recent experience at the MI store.  I can understand being frustrated.  Best Buy does have a price match guarantee.  As long as everything meets the price match criteria then the store should be honoring the price match.  There is no reason why the store should be denying you a price match if the product qualifies.  I want to thank you for bringing this to our attention.  I am going to personally send an email to the store managers.  Here is what I can do for you.  If you are still interested in purchasing this TV I can help you with the price match since the sales have since changed.  I checked BestBuy.com and the TV is currently priced at $799.99.  I checked ABC Warehouse and the TV is currently priced at $899.99.  If you purchase the TV at the current sales price and you can fax me proof of the competitor's previous price I would be willing to issue a Best Buy gift card for the about $100 difference.  My fax number is 952-430-2116.  If you decide to go this route please reply with the "customer service pin number" off the bottom of the receipt.  I again apologize for any inconvenience this has caused you.

I look forward to your reply.

Best Wishes,

Best Buy Consumer Relations

BB,

I am a bit surprised at your solution to this situation. I'll explain.

I was out CHRISTMAS SHOPPING (your remedy kind of takes the surprise away after the fact) with my family on the 21st of December at Best Buy. I had done what one would consider proper notification and research in respect to finding the "best deal" available. I called the store for further clarification as to the existing guidelines for price matching. I then drove the 40 or so miles to BB and then was told first by "C" in the TV area and secondly by "N" (sales manager) through a intermediary that my request would not be honored. Additionally, this was after verifying three separate times with ABC Warehouse that I had met the criteria set forth by "BB's Price Guarantee".

So, my premise is this, if you feel that you solution provides an appropriate equity to the experience that BB put my family and I through then I am requesting information as to your superior. If I do not receive this information from you, I will seek alternative recourse.

From: Best Buy Consumer Relations <cr@bestbuy.com>
Sent: Tuesday, December 30, 2008 12:52:34 PM
Subject: Re: General Questions (KMM8879207I65L0KM)

I am sorry you feel my offer is unacceptable.  While waiting for a reply I did receive a response from the store.  He informed me that the reason the price match was denied is because the competitor, ABC Warehouse, did not have the product in-stock.  Unfortunately there is nothing further I can offer other than my previous offer.  If you would like to speak to a supervisor then obviously that is your option, but based on the information provided by the store and the criteria that must be met to qualify for a price match that you did not quality at that time.  I do apologize for the inconvenience this has caused you.

Sincerely,

Best Buy Consumer Relations

BB,

I am in total disagreement. My reasons follow.

1. "C" in the tv department stated he had to contact ABC and check to see if they were in stock. He then verbally told my wife, my son, and myself that ABC must be getting a kick-back from Samsung on that particular model and that BB could not match it, that BB would be losing money. Having heard that I then proceeded upfront to customer service to verify the presented information. I then spoke to the front line staff member (who I certainly could identify if needed, no name and very helpful and accomodating) to ask him to check. He said that ABC did have it in stock but that he would need to check with a manager to get authorization. He spoke to "N", sales manager near us and then they proceeded into the "Geek Squad" curtain area. The front line employee then came out of the curtain area and stated that he was authorized to offer $750 for the tv. I asked him for the BB pamphlet and what my recourse is if I disagree with their decision. He gave me the General Manager name/number, he included the BB customer service number as well. I then asked who made this decision and that is how I received the above sales manager name.

Since their was no supervisory information included I will assume I will be on my own accord.

 

Re: General Questions (KMM8881491I65L0KM)

 Best Buy Consumer Relations <cr@bestbuy.com>

AddTuesday, December 30, 2008 3:55:58 PM

I (BBCR) decided to call over to the store and I spoke to the General Manager. He informed me he was there at the store that day and he is the one who called over to ABC Warehouse.  He says he spoke to John at the store and ABC Warehouse was not able to confirm they had it in-stock.  He says that John told him that sure they probably have it, but were not able to confirm that the TV was at the store.  He says from past experiences with ABC Warehouse this has happened before where they can never confirm the product is in-stock.  I do apologize for the inconvenience once again.  I would suggest speak to "T" for further information, but from speaking with "T" and my knowledge of the price match guarantee the store followed proper procedure.  There is not any paperwork stating the store will not price match if the TV is below our cost.  So it may be true what "C" said.  The store may be losing money for the price guarantee, but they are obligated to honor it if it meets the criteria of the price match.  Unfortunately the competitor could not confirm if they had it in-stock and for a price match to be honored the competitor must have at least one available in the store at that moment.

Sincerely,


Best Buy Consumer Relations

[justathought]

So the fellow who was courteous  was lying to BCBLROI when he told them that ABC had the tv in stock? WHY would he lie? I think it's the MANAGER who is lying, because the sales associate was trying to give him the price match but after the "huddle" with "N", the price was $750? BCBLROI didn't say that they had to wait for a while while "someone", supposedly Manager "John", made a phone call to ABC....Oh, wait! He was calling THEM, ABC, so he probably didn't get put on hold for 20 minutes! Sorry, just had to get that in!

But if ABC did not have the TV in stock, why would they come down at ALL on the price? The manager is lying through his teeth on this one. For your sticking to our guns, they are now refusing to give you any price break at all.  I'm sure some BB mouthpiece will post that you were foolish to not accept the "half" price match. How DARE you question Best Buy's policies?

Bad business to post policies that appear on the surface to be fair and good but then weasel out of your promises.

[Elizabeth-BBY Community Supervisor · Accepted solution]

Dear BCBLRBOI,

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

Community Supervisor

Best Buy® Corporate

[BCBLRBOI]

Thank you Elizabeth.

[BCBLRBOI]

I appreciate your comment and support. Thanks.

[Aaron-BBY Community Connector]

Hey BCBLRBOI,

I’m sorry to hear about your recent in-store troubles! Although I cannot provide you an explanation as to why you would have been told otherwise, I assure you that Best Buy® never limits price matches based on price alone. Even if the advertised sale price is below cost, we still are able to honor competitor’s sales prices as long as certain other criteria are met.

Please understand, however, that our position in this matter remains unchanged. The offer previously provided by our Consumer Relations department does still stand, but we are unable to provide compensation for any lost time or inconvenience you may have encountered. I do certainly apologize if this solution does not meet your personal expectations.

Should you have any other questions or concerns though, please feel free to let me know. Simply send me a private message or an e-mail to online.communities@bestbuy.com, and I'd be glad to help you out.

Agent Aaron
Geek Squad® Community Connector
Go Ahead. Use Us.

Case #: 56284394

[BCBLRBOI]

My apologies to everyone to begin with. I am posting here again not to bother everyone again with my incident but because I did not have the option to respond to BB last posting concerning my response. For whatever reason, when your complaint is sent to a differing thread, it appears you may be unable to respond to BB's posting.

Anyways, I am unsatisfied with the remedy provided by BB. I did respond directly to Aaron - GS that I would like to contact their superior. I have requested this 3-4 times already. What I am asking now is some help from the consumers. Has anyone else contacted someone "higher up" the BB food chain? Of so, please respond with that information. I would appreciate any assistance from other individuals who have encounter these type of problems. Also, if anyone is aware of any additional sites or blogs so as to let as many people know what can occur at BB. Thanks ahead of time. 

http://www.forums.bestbuy.com/bb/board/message?message.uid=7213#U7213