Update: March 19, 2009, 1:00 PDT: Best Buy's replies to our follow-up questions have been added since this article was originally published.
Responding to a March 17 Crave article, which pointed to an article on HDGuru.com describing how Best Buy employees refused to honor the store's own price matching policy, the electronics retailer has supplied a written statement.
According to the statement, "The price match in question was over $700 difference from our pricing at the store; while our pricing may vary from our competition, such huge fluctuations in price are rare and rightfully set off red flags to our employees." The statement encourages dissatisfied shoppers to contact customer service.
We asked the Best Buy representative who sent us the statement whether the policy had a price limit, and he said that it did not.
Since March 17, we have received further information from readers regarding this issue. For example, a February article at StoreFrontTalkBack.com describes a class-action lawsuit filed in 2008 where former Best Buy employees alleged the company's management actively discouraged honoring the policy. According to the deposition of one former employee:
"Best Buy had a corporate undisclosed policy of discouraging and denying customers the benefits of its price match guarantee. Management mandated that all price match requests that resulted in a product being sold at less than 5 percent above cost would be denied. Best Buy provided a financial incentive for denying proper price match requests."
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