Complaint Review: Best Buy

Visited Best Buy today (Oct. 30, 2018) at 10:00 am to purchase a LG 70” TV (LG UK6570PUB) which Best Buy had for $1,049.  Fry’s Electronics had it advertised in their flier for $1,296 with a “see in cart” price of $799.

I ask the sale associate (Ivan) to match Fry’s price.  When the associate looked in their “price comparison” he said: “They are higher than us.  Do you still want me to match it?”

I told the associate to place the item into the “cart” and to match that price.  Once the associate saw the $799 price, the excuses for not matching the price started.

1.   It must be a misprint.  (Told him to look at the flier ad)
2.   Must be some kind of bundle  (Bundle would be more  not less)
3.   It is “in store pick up only”  (It can be purchased online)
4.  Must be a promotional coupon deal (BB associate received the same $799 price)
5.   It is a limited quantity  (The limit is one per household not per store)
6.   We do not match Fry’s prices

At this time I told the associate that the purchase meets ALL their requirements for a “price match”.  The associate called the assistant manager (Ryan).  Ryan’s response was: “We do not consider Fry’s a competitor thus we do not match their prices”.  I reminded Ryan that this was not only an Online retailer but one with a storer presence.  Ryan apologized and said:  “I can’t do it”.  At this time I said:  Let me make sure I understand (I turned my cell camera on), you are saying that you will not match a Fry’s Electronics ad?  Ryan and Ivan both walked away without saying a word. (why run if what is being said is correct?)

About 2 minutes later Ryan returns with a paper copy of the “Match Guarantee” and underlined the word “local competitors” and said: “Fry’s is not a competitor”.  His last words were:  “Call Best Buy’s toll free number.

Called the toll free number (conversation recorded) and spoke with Hans.  Explained that I wanted a “price match”.  Hans’ refusal was based on that Fry’s is considered a “regional retailer”. I never heard or read (on the price match policy) of the term “regional retailer”, so I asked what did it mean. I was told: “there must be a Fry’s store within 25 miles of our store”.  I asked: What about being an Online store?  His reply was:  “Fry’s is a regional retailer and thus we do not match them”.

I have read Best Buy price match guarantee policy. All criteria for a price match was met.  Best Buy hides behind some shady wording to refuse a price match.

1.  Best Buy uses the word “local competitors” but nowhere does it specify a distance.
2.  Best Buy uses the term “regional retailer” but there is no definition to this term.
3.  Best Buy uses the word “online” to refer to a handful l  of sellers (Amazon, B&H, etc)