Best Buy & Geek Squad Policies

[r-e-l]

Maybe someone can make more sense out of this, save me the hassle and in the process save Best Buy some money ....

Here is the thing:

About two weeks ago I bought Samsung LN46b750. I set the delivery date and waited. While waiting, I noticed Best Buy now offers the same TV for $50 less then I bought it for + Free Blue Ray DVD player.

Great, I thought I will call best buy and they will simply match it for me.

That didn't happen. Why?

According to the representative, the new offer is being offered under a new SKU number and not the original SKU I bought so she can't match it.

ha?

As a customer, why would I care or should know how internally best buy marks those TV's? From a customer perspective, I bought the TV, its now offered in a better deal, why can't I simply get that deal? The SKU story should be transparent to me as a customer.

The rep knowledge it was odd but couldn't offer me a solution other then: "Order the new SKU and return the other TV."

Do you realize how stupid this all sounds? I need to order a new TV (which will come with the DVD player), schedule a time for delivery only for the delivery to show up and drop the DVD as the TV can stay on the truck. No point in taking it off the truck only to take the exact same TV out.

So best buy is willing to do all this logistical nightmare because they cannot issue a credit for my card and let me go and pickup the DVD at the store?

This doesn't make any sense....

I also asked if I can simply do the same deal with the store (rather then have the truck coming in) and being answered no. The TV was bought online therefore must be returned to the warehouse and not the store.

I am hoping someone here can be more creative and not require me to cancel the entire order ....

BTW: same TV now being offered in at a significant discount (relative to best buy) by other retailers, so If I need to cancel the order, there is a good chance I will make another order for a different retailer. Not because of the above which I simply find odd (at best) but because If I need to redo the deal, I will research it all over again.

[starhelper2587]

What?!  The store should not have made the PM so difficult for you.  The "new" sku he/she mentioned is simply what we call a pseudo-sku, meaning an extra long sku that is assigned to bundle packages so everything can be rung up under 1 line item instead of ringing up each part of the bundle individually then trying to make the price adjustment at the end.  The store should have had you bring in your original receipt, scan it, return the products onto a gift card, then re-ring the order and send you on your way w/ the free Blu-Ray player.  Maybe I'm missing something since I work at a call center for BB/GS and not at the actual store (meaning I don't have the store's register system here).  Regardless though, they still should have worked w/ you more instead of being so short and rude.

[Ceronomus]

rice match is what my issue deals with. My thoughts, if your experience is anything like mine? Don't hold your breath.

[JustusRyan]

If I'm reading correctly, the OP didn't buy the tv in=store, but on-line. If this is the case, the return would have to be arranged through 1-888-BESTBUY since it involves delivery (or if not delivered yet, to cancel the order). Then the OP could re-buy it and get the discounts. Items are not assigned two different sku number's, so they may be different, however slight.

[starhelper2587]

Actually there are.  All the mounting services online are listed once w/ regular skus and a 2nd time w/ the pesudo-skus for the new mounting bundle that comes w/ the service + the bracket.  Technically, either sku can be rung up either in store or online, depending on what the client wants/needs.  I don't get where you got from the OP's story that the order was from BB.com, but yes, that would be the right procedure if this is in fact a BB.com order.

[Dorothy-BBY Community Supervisor]

Hello r-e-l  -

Aaron, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your continued patience until he is able to contact you!

[Ceronomus]

If there is one thing that I've learned from my recent experience it is that the "Price Guarantee" is absolutely meaningless.

[JustusRyan]

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starhelper2587 wrote:

Actually there are.  All the mounting services online are listed once w/ regular skus and a 2nd time w/ the pesudo-skus for the new mounting bundle that comes w/ the service + the bracket.  Technically, either sku can be rung up either in store or online, depending on what the client wants/needs.  I don't get where you got from the OP's story that the order was from BB.com, but yes, that would be the right procedure if this is in fact a BB.com order.

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Lol, about 3/4 of the way down, the OP says they bought the tv online. Thats where I got that from

[r-e-l]

I been waiting for Aharon to contact me. Did he reach out? How is he suppose to do so? I am not seeing any private messages.

[Nokia]

Average response time is 3-5 business days. Aaron will respond in this thread.