Best Buy Complaint - Are You Serious?
LONGMONT, COLORADO -- Best Buy for me has generally been a wonderful company to buy from. The deals that I've found there have been better than most places and sometimes I'll find a salesperson that even manages to impress me. On this glorious occasion, I regret to inform my3cents readers that I was treated with a great deal of respect at one store and disrespect at another. My story begins at store 211 which is in Denver on Colorado Blvd and Mexico. My family and I were looking for a computer and my buddy lives near there so we looked around for roughly 2 1/2 hours. Mind you, the store is located 54 miles away from us, but it's close to my buddy so whenever we are in town to visit, we stop by that store and almost always buy something. After much looking and asking questions, we settled on purchasing an ASUS X83Vm.
The salesperson (James) was great. He did everything to inform me about who, what, when, where, why and how. He said he had 4 left and the cost was 794. We bought it, paid 699 plus tax (was it lower than the posted clearance sign?), went to dinner and drove back to Longmont. When we arrived home, I unpacked the laptop and noticed it was a different color than the one at the store. We looked at it, compared the model number on the box and noticed that in 24point, you could clearly see X83V and about 5 inches underneath that, you could see X83Vb-x1 in roughly 6 point font. It was obviously an easy to make mistake. So, I packed it up and since it was 11 pm, waited until the next day to drive 3 miles to our local Best Buy. I explained to the salesperson what had happened and he only had 1 in stock and it was a display model but the price was 899 and not 794. So, since I need it by Monday and I'm not willing to drive another 54 miles to get the boxed version, this one will do.
When I went to pay for it, the associate informs me that the difference between 699 and 899 would be charged and I politely informed her that it was 794 at the original store and I offered to pay the difference. She gets an Asst. Manager who tells me that each store sets their own prices on clearance and I explain that all I want to do is exchange it and pay the price difference. They are getting a new in box item (not used - sticker broken) and I am getting a display model with no box and parts in an envelope.
What more could I ask for? He tells me that he can not accept the boxed item without charging me the 15% restocking fee for an open box item and his store shouldn't have to "eat it". Furthermore, he would be willing to discount the display 10% but since the store has $899 "into the computer", he would need approval. I ask him to call the store manager and notice that "Jen" is a store manager but he doesn't call her, he calls "Mark" who is a store manager as well. I proceed to tell the same story to Mark, [snip] and the sales associate. I explain that I am even willing to pay the difference AND I need a DVD player and just bought it a few seconds before I started this conversation with [snip]. He tells me that unfortunately, this is one of those occasions when the Store Manager has to tell the customer to go back to the original store because [snip] is correct in stating that the store has $899 into the laptop as he trusts he looked into it. So...I restate what he told me. He wants me to drive 54 miles, in the snow, after work and exchange it at the store because this store paid $899 for the laptop and this store doesn't honor pricing set by other stores, correct?
Are you serious? He tells me that unfortunately, this is one of those times when he has to send a customer to the original store as they are the ones that created the error. Ok, I get the box, my DVD player, go to work and at 7:45 pm, drive to store 211. I arrive at 915 pm and explain what happened to [snip], a store manager. He apologizes for everything, discounts the 794 by $25 for the drive down there and asks if I need anything else. Talk about GREAT service! I got home, opened it up and have to tell you, it was worth every penny. I don't care about the horrible and atrocious service at this Best Buy - Store 211 made it all up. If I every have to buy anything (I always do) I'll drive the extra 20 miles to the nearest Best Buy. Kudos to Store 211 and Up yours to the Longmont store.
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