Best Buy & Geek Squad Policies

[CAS2]

Earlier today I purchased an LG 42LK450 TV via the BB website. My card was charged, and I received an email confirming the transaction. It was sold at a deep discount, but the price was published via Brad's Deals and reflected on BB's website.

Fast forward to this evening, when I received an email stating that the purchase would not be honored due to an "error" in pricing. Relevant text below:

"Thank you for your interest in the LG 42LK450 television (sku 2138228). Unfortunately, we are unable to fill your order due to a pricing error on our web site. As a result, your order has been canceled. We realize this is disappointing news for you and we truly apologize for any inconvenience."

Is this even legal?  I thought the completion of a credit card transaction was the equavalent of a contract of purchase? 

I am curious whether anyone else encountered this problem, and/or has any thoughts or suggestions. 

[CrystalWoW Valued Expert]

No it is not a contract of purchase and yes it is perfectly legal. Your card was never charged and what you are seeing on the account is an authorization. From bb.com:
Errors on Our Site
Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and Best Buy reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Best Buy will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account. If you are not fully satisfied with your purchase, you may return it in accordance with Best Buy's Return Policy.

and:

Order Acceptance/Confirmation
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The Best Buy Web site reserves the right at any time after receipt of your order to accept or decline your order for any reason.

[CAS2]

Thanks for your quick reply.  The entire episode doesn't instill faith in Best Buy as a vendor.  Lesson learned.

[natejusko]

I've said it before, and I'll say it again...Best Buy needs to re-evaluate their decision to add this clause into their online purchasing policy. Just because they state that it isn't a contract, doesn't make it so in any court of law and frankly the only reason why this hasn't been found to be illegal is due to the fact that the items we're talking about are so small that noone would want to take them to small claims court over it. However, this is most definitely illegal to refuse to fulfill an order as stated as available and confirmed for pickup. Even acknowledging an e-mail request to fulfill an order has been deemed in numerous courts to be acceptance of a contract. Again, watch this clause very carefully...just because Best Buy says "nuh uh" doesn't make them right here. Considering all the hot-water they are in over the cancellation of an item that they guaranteed to their customers prior to Christmas when purhcased online...they really need to get their sh*t in order fast. That got a lot of press in the DC metro area and there are a lot of lawyers who got interested in their policies that otherwise have flown under the radar.

[BrashL]

Same thing happened to me. What really infuriates me is that after researching online it looks like a LOT of people had their orders fulfilled. When I called customer service they confirmed this fact. When I asked why, she said "They got lucky." LUCKY?!? That's the standard by which orders are fulfilled by best buy? You'd thing after the Christmas fiasco they could do better than that. I'm hoping someone from customer service replies to this thread becuase as it stands now there is NO way I would ever buy another item from Best Buy. 

[CAS2]

Oh, I agree. After searching on line I discovered that many people did have their orders fulfilled, and those that didn't, but who complained loudly to customer service got token gift cards. Me? It just cemented my decision not to take my business to BestBuy, and to dissuade friends and family from doing so. It's not worth doing business with unreliable vendors.

[Ryan-BBY Community Connector]

Hello CAS2 -

Blake from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[BrashL]

Do I have to start my own thread to get someone to contact me as well? I had the same issue as the original poster and still have not recieved any help.

[Mbrguy Trusted Contributor]

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BrashL wrote:

Do I have to start my own thread to get someone to contact me as well? I had the same issue as the original poster and still have not recieved any help.

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I would.  People post on other's threads all the time with a "Yeah, me too." but are not really looking for help so the mods may overlook it.  The best bet is to make a thread of your own and detail exactly what happened and a mod will get to it as soon as they can.

[CheapestGamer]

Ah. Another day in the paradise known as the BB forums, where customers are ALWAYS right and feel they can do no wrong.

It was a pricing error, the company doesn't "owe" you anything but your money you initially paid back. They don't owe you a gift card for your time/trouble/heartbreak/whatever other ridiculous reason you wanna make up to try n get sympathy.

So get over it and move on.