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Posts: 1
Registered: ‎08-27-2019

Best Buy Store Experience

Dear BB Customer Service:/ l was at your store in Auburn Hills, MI on 08/25 and I want to bring to your attention a very unpleasant experience at the computers/ laptop dept. I wanted to buy McAfee Total Protection (5 Devices) which sells at BB for $89.99 while the same product at Staples sells at $26.99. I went to the lady at the desk and requested a price match. The lady first asked me to show the price which I did on phone and for some reason phone zip code for staples was set to NJ store so lady sarcastically responded-“We live here in MI not NJ, you know”. I changed the zip and the price was still $26.99. Then she said there is slight difference in product ID so she can’t price match even the product is completely the same! I responded that I was always given price match in BB even though slight difference in product code as long as product spec fully matched. I also told her that I even bought a 75” LG TV recently from BB with a slight suffix difference with Amazon advertised TV (which is normal between stores). Told her that a BB manager from other store was courteous enough to match and said that he would rather keep me as customer. Here, her response upon hearing that was “Why don’t you just go to Staples next door and buy from there? Do you want me to call them so they can keep the product ready for you?” I said you don’t have to and asked for manager. She said I am the manger (even though she was not). I just started to walk away but she started talking loudly with her colleague and finger pointing at me. I was there at BB with my kids and this was supposed to be a pleasant experience which turned out to be a worst experience ever in any stores I visited in the past! I also know that she does not necessarily represent the views and attitude of BB but such continued experience may change the view. BB needs customers to visit the stores to exist in today’s online world. Hope BB recognizes that. Thanks!
Posts: 696
Topics: 40
Kudos: 93
Solutions: 27
Registered: ‎07-23-2018

Re: Best Buy Store Experience

Hello, leogsb,


Thank you for connecting with us here on the Best Buy Forums. We appreciate you taking the time to share your experience with us, although it certainly sounds like things could have been handled much differently during your visit to the Auburn Hills location. There are times when a product may not fall under the Terms of the Price Match Guarantee, but we always expect our Blue Shirts to communicate that professionally and respectfully. We’d love the opportunity to document this, in effort to improve the customer experience going forward.


To allow our team permission to document your feedback, we’d request you send a private message with your full name, email address, and telephone number. If you happen to recall the name of the Blue Shirt you were interacting with, that would also be helpful. To get started, simply select the blue box next to my name below.


Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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