Best Buy Support Ticket

Common sense price match policy please

Created By:	wsugas	Last Reply:	wsugas
Priority Level:	[Low]	Status:	[Open]
Created:	10 years ago	Last Updated:	10 years ago
Department:	N/A	Replies:	0

My local Best Buy store manager (Aurora, IL) told me they cannot help me with a price match complaint I have because of “corporate policy.” They could not provide contact information for me to register my complaint and seek a ruling in my favor either. I am hoping you are able to forward my request to the proper Best Buy management. Even if your policy remains, I wish to let someone in your management chain in a position of authority know the impact this policy has on future interactions with me. While I realize a single customer boycott is not going to hurt your bottom line, I assure every one of my friends and neighbors will know of my issue.
My issue: I need a replacement smartphone for my wife’s Verizon Mobile account; I need to pay the full retail price for the device so I may keep my grandfathered unlimited data plan. She currently has a Samsung Galaxy S 3 smartphone that I purchased at Best Buy 2 or 3 years ago. I would like to surprise her with a Galaxy S 5 for her birthday. The price of this phone at Amazon.com and the Verizon Wireless web site is $599.00. At Best Buy, this phone is priced $749 for a replacement handset price. When I pointed this out to the Best Buy staff, they said they could not match the price for the electric blue color Galaxy S 5 because it was not the exact model, and the price match applies only to the exact model. They said they could match the price if I chose the white or black color model.
This does not make sense to me – these three phones (black, white, and electric blue) are the exact same devices, just different exterior colors. I feel it makes good customer satisfaction sense (and common sense) to sell me the electric blue model for the $599 price as well. I acknowledge that the existing policy states it must be the exact model available immediately from a competitor, but apparently the electric blue is a Best But exclusive. I do not feel a $150 surcharge to get it in blue is appropriate. Neither is selling the Galaxy S5 for a price gouging $150 surcharge over the industry price of $599.00.
So, I seek a “corporate override/exception” that would allow my local Best Buy store to either 1) sell me the electric blue model for $599 (like the price match policy would allow for black or white model), or 2) give me a $150 Best Buy gift card if I prove I paid $749 for the electric blue color model.
Please let me know to whom I may speak about this issue. (The store manager says corporate would have to override this price match exception policy – he cannot.) I purchase a lot of tech gear from Best Buy, and I would like this exception to be granted.
Sincerely,
William Sugas
My local store that would not match the price:
AURORA IL (Store 310)

4400 E New York St
Yorkshire Plaza
Aurora, IL 60504

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