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New Member
Posts: 5
Registered: ‎11-27-2019
Accepted Solution

WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

Yesterday I went into the Best Buy in Burbank, California in search of a new TV. We already knew which one we wanted to purchase before heading to the store. While we were there, we found the one we wanted right in the entrance. Perfect. So as we were doing more shopping we started walking around. I went around to look at the other TV’s and I found an amazing TV that would be the best fit for our living room. When I saw the price there was no doubt I would buy that one instead!!! The Best Buy in Burbank had a price of $149.99 for a 70” Samsung 6 Series! I couldn’t believe my eyes!!!
I asked the first employee that passed by if that was really the price for the tv. All he did was move the sign (that was way up high on top of about 10 tv’s that were stacked up) and changed it with a different sign that was on top of a different product not so high up. Which was facing a different direction. There wouldn’t have even been a confusion because the only sign by the 70” was the $149.99. It wasn’t like there was 2 signs there and we were choosing which one would be the best one for the tv. They were completely misplaced as if an employee had just stacked up all the TV’s and put the wrong sign up way up high!!!
I then spoke to a “manager” and asked if he honor the TV for the price that they originally had up!!! And he replied with “OHHH HELLLL NOOOOO” what kind of response is that?????? Coming from a manager?????? He then went on to say that a customer probably switched the signs. I am 5’4 and couldn’t even reach the sign that was up there! It didn’t look like they were switched up by accident.
I am really upset with the response I got and the “manager” reacted. Any other store would apologize and honor the price. At least for one. Or if he would have at least reacted in a different way I would have been okay with it. But it’s not my fault your employees put up the wrong sign!!! I would love for you guys to check cameras at this store so you can see how the employee came and just switched the sign when I asked about it. It was 11/26/19 around 5:05 pm. By the customer service desk. I would love to hear a response about this. You need to train your employees to stop putting up the wrong signs and how to respond to customers. Very unprofessional. I am upset with the level of service. Best Buy gets worse and worse every year.
New Member
Posts: 5
Registered: ‎11-27-2019

Re: WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

I don’t want to have to call weights and measures and send them a picture to look into this.
Best Buy Employee
Posts: 1,151
Registered: ‎01-09-2015

Re: WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

Based on your description, it definitely sounds like the manager could have addressed the situation differently. In the days leading up to Thanksgiving/Black Friday there is a lot of shuffling to make room for all of the merchandise to satisfy our customers’ shopping needs. With that said, from time to time it is possible that signs get knocked off as customers walk by and placed back incorrectly. The great news is every Best Buy sign has the product sku and model number for the item as well as the price. You should be able to confirm what product the tag in question belonged to in your picture. If the tag does not match the product, unfortunately we would be unable to match that price.

With that said, the manager was correct about how this can happen. It makes no sense otherwise, since we would be unable to honor it in any case. I can also assure you we currently do not have a 70” tv for $149.99.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 5
Registered: ‎11-27-2019

Re: WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

This was not solved and I need a solution. Not from you. From corporate!!!
New Member
Posts: 5
Registered: ‎11-27-2019

Re: WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

I need a definite answer from corporate. Not from another Best Buy employee who cannot reposting to specific customer inquiries!!!
Best Buy Employee
Posts: 1,151
Registered: ‎01-09-2015

Re: WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

This was marked solved by the moderators because it is the correct answer. Im sorry it’s no what you wanted to hear.

This isn’t a specific customer inquiry, it’s a standard policy question. If the item listed on the price tag is not the item you are trying to buy, it’s not able to be matched.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 66
Topics: 5
Kudos: 23
Solutions: 4
Registered: ‎08-13-2019

Re: WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

Thanks for reaching out on our forums, Julie_c!

 

What user jdogg836 posted is absolutely correct.

 

Our tags have a specific SKU number printed on it, to eliminate confusion. However, due to the massive amounts of product our stores carry during this time of year, things can get bumped, moved, or knocked over by other folks.

 

While we try our best to keep up with floor maintenance, some things can be missed. 

 

While that would have been an excellent doorbuster, I hope that you got something that fits your needs!

 

Cheers, 

Kameron|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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mxb
New Member
Posts: 2
Registered: ‎12-03-2019

Re: WRONG PRICE, ANNOYED CUSTOMER. WORST SERVICE

I am sorry, but am I the only one that thinks that the manager's bahavior should have been addressed by corporate? At least be emphatetic!


@Kameron-BBY wrote:

Thanks for reaching out on our forums, Julie_c!

 

What user jdogg836 posted is absolutely correct.

 

Our tags have a specific SKU number printed on it, to eliminate confusion. However, due to the massive amounts of product our stores carry during this time of year, things can get bumped, moved, or knocked over by other folks.

 

While we try our best to keep up with floor maintenance, some things can be missed. 

 

While that would have been an excellent doorbuster, I hope that you got something that fits your needs!

 

Cheers,