Comments on: Report: Is Best Buy refusing to match prices?

HDguru.com posts a report about Best Buy (three times) refusing to match a price for an HDTV, citing a policy exemption for limited-time sales that does not exist.

[heartattackman]

Seriously...what's the news here? Anyone who has ever tried to have Best Buy "price match" a high end item has certainly had the following exchange:

Buyer: Will you match this price?
Sales Rep: I have to ask my manager
(store manager comes over)

-Buyer: Will you match this price from your local competitor?
-Store Manager: No.
-Buyer: Why not? Your policy says you match any price from local competitors:
-Store Manager: No, the policy says see store manager for details. The details are, if I don't want to match the price, I don't. End of story. You can have it at the price we're selling it or you can go to that store and I buy it there, I don't care.

Actually had this said to me over $100 difference on a 50inch HDTV. Same TV go dropped in price about $400 a few weeks later. This is why I don't buy any big ticket items at Best Buy.

[1kingsfan]

I'm rolling on the ground laughing. I worked for Circuit City and have been on numerous forums warning people who were all uppity wanting CCity to go out of business that the service at Best Buy would degrade as soon as we closed. I love being right. When you eliminate competition you simply open the door for all sorts of foolish policies - just wait til prices start to go up - which they most certainly will. I've never known Best Buy to be honest. Anyone remember the lawsuit that was filed when BBY was using TWO different internet sites so to confuse the shoppers?

It comes down to this : when I worked at Circuit City and when you're looking to be as cheap as possible and match "Bob's House of Crap" I would simply reread the price-matching policy we had. I also know of very few stores who match limited time "free" items that get included (like a "free" camera bag with the purchase of DSLR) and I only know of one store (Wal-Mart) that matched Black Friday prices. If you don't like Best Buy's policies you DON'T have to shop there. Since Circuit City closed I'm finding more and more of a reason to support local shops where service is still "State of the Art" though I may pay a little more upfront, I'm ultimately FAR more satisfied than getting questions answered by a 16 year old who could care less and is only there for a paycheck.

[kalexan9]

Amen brother! (or sister). Now that Circuit is gone, people will now see just how ugly Best Buy really is. Circuit City may have had their problems, but for me, a price match was pretty much automatic....never did I have a problem. BBY on the other hand.....well, this article sums it up.

[kyle2dotcom]

The person who complains doesn't say where he he wanted to price match. Or whether or not the he went in during the "3 days".

[alexacker]

1. I agree with all the people here that said buying online is the way to go but it's A REAL PAIN IN THE ARSE (and expensive) if you need to return a big box item like a TV if it's not defective and you just don't like it.

2. BEST BUY STORES VARY IN POLICIES, it seems. I'm sure it's not written anywhere in their official sales manuals but the store on Broadway, NY (near my job) FLAT OUT REFUSED TO MATCH THE PRICE ? a real a**hole manager gave me some lame excuse and was completely rude (light hair/fat?you know who you are, if you're reading this!). But, the store in Westbury, NY (near my home) was a little strict in their policy (had to bring in a current ad from a competitor, no-wholesale, no-Internet) but they matched it and I got the Sony 40XBR4 for $700 less. I like buying at BB because of their Extended Warranty -- it's very reasonable.

Perhaps in this economy, all bests are off though and people are using any tactic necessary to save $$$.

[Bozco11]

I don't work for Best Buy but I'm in many of their stores each weekend as a sales rep. Can't say any of this surprises me. Everything there revolves around margin. Service plans, calibration, cables to name a few. Why wouldn't certain managers deny people for the sake of keeping their margin intact. Hell, they'd rather not even sell a TV if they're not getting any attachments on it, just for the sake of margin. I've witnessed that many times.

I'm surprised to hear about people getting price matches on products from Amazon. I've worked in 8 different Best Buys and not a single one will price match Amazon or any other online retailer. They also won't price match any 2 or 3 day sales (as opposed to the normal week long sales) and products that aren't in stock at the store their citing prices for.

[zincmann]

I would NEVER buy any high ticket items from Best Buy, funny the name says it all its a paradox in the fact that the store is no where close to a "Best Buy". I bought a 52" Samsung TOC 120Mhz TV on Ebay of all places brand new, I paid NO Tax and no shipping and still $400 less than best buy. I wanted to support them but i cannot justify that kind of price difference. You don't work to get my business with a good low price you don't get my business period!!

[blusky08]

The fact that the public chose BB over CC mystifies me. I almost always found lower prices at CC. Imo, at BB the prices have always just been too close to MSRP.

[renGek]

Well they really don't have to anymore since there are not good guys or circuit city stores anymore. Most chains are dying out. Walmart and target don't really vie for the same customers as best buy so best buy really owns the brick and mortar market...for now.

[gsigas]

I agree. Best Buy should just do away with price matching, most of their customers don't really care. The return policy is much more important than the price match. The people that are after the cheapest will simply use Best Buy for a free demo and buy online (so Best Buy should not even try to go after them). I would say the average Best Buy customer simply wants to have the item immediately and is not bothered if it is slightly more expensive, because they get it immediately, or even significantly more expensive, because if they find out within a couple of weeks they can simply return the item. Best Buy does not need price match to be competitive it only needs to maintain a good return policy.

[inachu1]

Reminds me of the bait and switch camera stores would do and when you enter the stores they say they are all sold out and have a similar camera but more expensive.

Really sad when they can't honor what is IN PRINT.

[skillingssucks]

Amazon, Costco, etc., rock. Best Buy is for idiots.

[alexacker]

Amazon rocks. But buying big-ticket on Amazon sucks if you need to return it. Too $$$$$$$$$$.
Costco is great. Till you need to return it. Then you're like cattle waiting on line subject to some of the dumbest people I've encountered in my life. It's like a mini-mental institution with people wearing little red aprons confined within a 10 x 10' space.

Best Buy rocks, if you can swing a price match for big ticket stuff.

[grtgrfx]

You may feel like a sheep at Costco, but when you really dislike a working item, they're the only store in the country who will take ANYTHING back under any circumstances, no questions asked. The only reason Costco tightened their electronics return policies is that thousands of dishonest people returned perfectly good products so they could "upgrade" to the newer, cooler models for free. Despite that, Costco still has the least-unpleasant return policies of any retailer in America.

[posterns]

I had a similar experience a few months back. I live just north of NYC and brought in an ad from J&R Music from the NY times (live within about 30 miles and most everyone regularly commutes into NYC for work). They told me they only honored local retailers and that the NY Times was a national paper and besides J&R was too far away.

I ended up asking them for a corporate number and called to complain. They argued still that the ad from J&R didn't count since they are also an online retailer (even though I had a newspaper ad and live within driving distance of the store, but after complaining vigorously they ended up giving me a gift card for what I would have saved if they had honored the ad.

[TinyDancerGG]

Why is it deceptive to ask about extended warranties, even if you don't want one? Isn't asking about prices a fundamental part of commerce?

[friscoG]

It can go either way. A few years back I got best buy to price match a Canon HV20 camcorder that knocked the price down from $1000 to around $870 or so. I ended up buying the extended warranty because it covered free cleanings, one battery replacement, and ACCIDENTAL DAMAGE. Guess what, the first weekend I was out using it at a outdoor festival and the LCD got damaged in a crowd of people. I walked back in to the same best buy and they gave me a new one right on the spot.

I honestly don't expect Best Buy to match Amazon and other online merchants. Amazon does not have the same overhead as Best Buy since they don't maintain brick and mortar storefronts. I buy at Best Buy when I need items quick or when online doesn't make sense. If I want a XBOX 360 game, I go to Best Buy. Sure, Amazon may have it $5-$10 cheaper, but I also wait 3-4 days and pay $2.99 shipping. Now for big items like the TV I just bought, I went through Amazon and saved around $500 on price alone not including the couple hundred I would have paid in tax.

All in all, where there is a will, there is a way. If you are savvy enough, you can get that price match one way or another.

[RSpreitzer]

Worst Buy refused to price match a Harmony remote Dell had on sale........I don't remember the excuse, but it was lame. I called corporate.......and they explained that they SHOULD'VE price matched. I didn't bother going back.

[dynamic_individual]

I thought "bes buy" was the premice of this store. If they don't match other prices then why not call it what it is...Buy.

[Morisot]

I'd rather buy local. Pay a few dollars extra. Keep a store open. Keep a neighbor employed!

[chrkeller]

I don't mind paying a few dollars extra either. But my Panasonic plasma was $1200 cheaper online. My Harmony 880 was $150 cheaper online. If Best Buy got within a few dollars I'd be happy, but they are no where near close. With the extra $1200 in my pocket I can afford to purchase at multiple stores in my neighborhood keeping more people employed than I would if I let one store screw me.

[Tod Smith]

Funny how this comes after Circuity City closes!

[francisg3]

What I don't seem to understand is if you see someting cheaper elsewhere, then why not buy it there in the first place? It would just prevent so many unwanted confrontations...

[jafarm66]

BestBuy lost me due to crappy online service and shipping since I can't drive. Here's what happened, It took them a month to get a listed as In Stock DVD shipped and delivered to me. I ordered a 2nd copy a week later from another online store and got it within 3 days (S&H maybe higher but no tax). When I could drive, the only major major thing I ever bought from Best Buy is a $300 Yamaha 5.1 channel receiver and $150 speakers for that receiver. I personally always used Circuit City as I found their employees nicer. I never care about level of info sales reps can supply since I do online research before I go to purchase.

[Lestaticho]

Best Buy has usually been pretty excited about price matches, especially their own. Hearing about Best Buy?s sales team propagating incorrect information is old news. A good recourse would be their corporate office if management has already been consulted at the store concerning price matches. If their management is creating trouble by holding team meetings and telling everyone to lie, you have a much bigger problem.

[GlennW007]

When it comes to computers, don't forget the Office stores, Office Depot, Office Max, Staples. Watch the ads carefully if they will price match or beat Best Buy. They also have their own Rewards discount program. You can also get deals on ink & other home office supplies.

[spdickey1]

What part of "local retail competitor" do you folks not understand. That means .com retailers who are not LOCAL don't count.

It also means that Best Buy knows where you can get the lower price, and not have to worry about price matching to internet retailers who don't have to build a store near you where you can walk in, break the demos and complain in person to a store manager.

You have to pay for that "service." For me, I just shop online and don't darken Best Buy's doors (unless I want to go in, break the demos and argue with the sales people about junk service plans).