Best Buy & Geek Squad Policies

[JNavas]

Copy of a complaint just email to Best Buy:

Re: Verbatim - 50-Pack 16x DVD+R Disc Spindle
Model: 95037 | SKU: 7263043

I saw your sale price online, checked availability at my local store (180 Donahue St, Marin City, CA 94965), and drove over to get a pack. When I was charged the regular price at checkout, I said it was on sale, but the clerk refused to give me the sale price. She then called the manager, who said she would give me the sale price "just this once", pointedly telling me "the store doesn't match the BestBuy website price" (even though the website had confirmed sail item availability at the store).

This is by no means the first time I've run into this issue. It's at best deceptive and sleazy, if not outright bait and switch. Please tell me you'll fix your system so I don't need to file consumer protection complaints. Thank you.

[QuantumThunder]

sorry it appears you were dealing with a best buy manager/employee that was misinformed. Best Buy does honor its website price unless the deal is labeled as "online only"

[JNavas]

There are two separate issues here: (1) not having published sale prices in the computer; and (2) employees balking at honoring published sale prices not in the computer. As I wrote, I've repeatedly run into these issues. Once or twice could be an accident, but this happens so often I can't accept that as a reasonable explanation.

[QuantumThunder]

Fair enough, what are you hoping to accomplish with this post?

I just ask because you will probably get a similar reply from anyone else......

[JNavas]

I am hoping to get the attention of Best Buy management, to help them understand and appreciate the issue, and motivate them to take effective action.

[QuantumThunder]

Well I am sure you will do that, the moderators on these boards work for corporate and document all issues such as these, I am sure one will be along shortly to address it.

[JNavas]

With regard to your original explanation, how could it possibly be "online only" when the item is in the store?

And why did the manager (not a lower-level employee) not check the current sale items?

[lmills84]

I've had this issue with Verizon and multiple other stores. Yes, both online and brick-and-mortar stores will actually have the product, but only the online store will have the sale price and labels it as an "online only" deal. When I asked at Verizon, it's because Verizon Online is a different system/business (hmm...ok?) and so the brick-and-mortar store cannot honor the "online only" price. Very frustrating. One way around Best Buy Online though is to order it online and then pick up in store instead of shipping, but again, that's not for everyone (and sometimes they just won't let you do that). Sometimes I've managed to grovel to get the price matched, but in any case, I hope your situation gets resolved quickly and to your satisfaction. Good luck!

[JNavas]

Sorry, but (a) you didn't asnwer my questions, and (b) this situation is different from "online only" items -- this is a sale item explicitly advertised to be available in store. As an IT professional I know Best Buy could insure these sale items are in its computers. The question is why it doesn't.

[CrystalWoW Community Veteran]

In your situation, the online only item does not apply as this does not say it is an online only item or sale. No Best Buy brick and mortar and bestbuy.com's prices do not always match. They are considered separate entities, HOWEVER we always price match our website as long as it is the correct item and does not say online only. The manager you spoke with was incorrect.