You continue to lower my already low expectations of you. Let me give you a recent example. Yesterday I stopped in to get a new Linksys wireless router. The shelf had 5 of them with the price clearly listed as $129. No price tag was on the box itself, so I assumed that the price that was marked on the shelf was correct.

I was wrong.

I noticed this prior to leaving and stood in the customer service line for 15 minutes to get this resolved. During that time I noticed 7 people behind the counter, but only 2 working registers. When my time finally came, your customer service rep (who greeted me with “you!” instead of the more common “hello, can I help you?”) called for someone to walk back to the shelf with me. It was at that point that the woman said “This is our overstock area, the real ones are here (moving down THREE slots on the shelf area) and pointing out the $199 price.”

Now, I would understand if there was one misplaced item; or if it sat next to the correctly priced stack of products; or if that was the only item marked incorrectly (I counted 3 others with this problem after I noticed it) – but none of those things were true.

During the short walking back to customer service counter, I opened my iPhone, started the Amazon application and found they had the product for $160 (more than the $129 I thought Best Buy was selling it for, but far less than the $199 they actually were selling it for). The app showed I’d get free 2 day shipping meaning I could get it for Christmas!

I then waited for the customer service rep to finish with his current customer. Upon completing that transaction he looked past me and asked the next person to step in line. I said “Um… I’m back.” He looked at me, sighed and said “Oh, you want this back then?”

I explained that I thought Best Buy should really take responsibility for a number of incorrect prices in the area; he wasn’t interested. I asked if they would price match; to which he said “yes, if its a local retailer.” I said “Ah. Because Best Buy doesn’t do business online, right?”

He then informed me (and I’m not making this up) “No, we don’t. Best Buy.com is a separate entity and its my job to keep OUR shareholders happy, not theirs.”

I informed him that I’d like a refund and in 1/2 the time it took him to do that, I purchased the product for less money than Amazon. — ‘Cause its MY job to keep the shareholders happy at whatever company best understands competitive pricing and excellent customer service.

Sincerely,

Me.

amazon, customer service, iphone