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Best Buy Not So Best? - Page 2

post #31 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by TravisR
Best Buy's website and stores are treated as different businesses. You can complain all you want (and it does suck) but that's the way it is. Just because people expect the web price to match the store price, it does not have to and it does not make it bait and switch. Like others have said, buy it online and choose in store pick up and you'll get the web price.
Again, missing the point of it. The point isn't whether or not they'll match the web price. The point is that they pretend to look up the web price on their own local system that is mocked up to look like the website, but the price doesn't match what is on the site. Check my first post in this thread. That's what's happened to me and that's what is the focus of the investigation.

I would be fine if they said "we don't match". But to make it look like they're checking the web price on their internal "mock up" site that doesn't reflect what Bestbuy.com's prices are, is a deceitful practice. Because they're not saying they won't match, they're saying "what are you talking about? look our web price isn't any different!" when in fact it is.
post #32 of 60

Re: Best Buy Not So Best?

Forget it, I tried to explain how to use the site.
post #33 of 60

Re: Best Buy Not So Best?

It's a clear case of deceit if an employee checks an intranet site and acts like they are accessing an internet site.
post #34 of 60

Re: Best Buy Not So Best?

> It's a clear case of deceit if an employee checks an intranet site and acts like they are accessing an internet site.

But it's only one letter different!
post #35 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by Jeremy Little
There are legitimate reasons for using both and no deceit is intended by the company.

Then why are they admiting the problem and making efforts to change the apperance of the internal web site from that of the external one? Could it have something to do with a state Attorney General investigation?

"Under pressure from state investigators, Best Buy is now confirming reports that its stores have a secret intranet site that has been used to block some consumers from getting cheaper prices advertised on BestBuy.com.

Company spokesman Justin Barber, who in early February denied the existence of the internal website that could be accessed only by employees, says his company is "cooperating fully" with the state attorney general's investigation."

Rest of story here:
http://www.courant.com/news/local/hc...-utility-local
post #36 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by Chris Lockwood
> It's a clear case of deceit if an employee checks an intranet site and acts like they are accessing an internet site.

But it's only one letter different!
Hey, this isn't the Fun With Titles thread.
post #37 of 60

Re: Best Buy Not So Best?

Quote:
There are legitimate reasons for using both and no deceit is intended by the company.

Umm, no. What does it take to cheat a customer then? Blatant signs on certain items that say "This item is not as cheap as you think from looking at the website and because it is more expensive we have a dummy site to prove you wrong".

They knew about this for a long time and whether it was initially set up for legit purposes or not, once they got wind of how effective duping customers was they went with it.

And of course then deny any knowledge or wrongdoing. Cut and dry IMO.
post #38 of 60

Re: Best Buy Not So Best?

maybe the csr's arent even aware that they are looking at the wrong site?
post #39 of 60

Re: Best Buy Not So Best?

Forget it, I tried to explain how to use the site.
post #40 of 60

Re: Best Buy Not So Best?

Jeremy, if an employee says that the store will match the online price, then says he is pulling up the online web site, then pulls up a different web site than the one online...isn't he lying?
post #41 of 60

Re: Best Buy Not So Best?

Forget it, I tried to explain how to use the site.
post #42 of 60

Re: Best Buy Not So Best?

Quote:
If he does it intentionally, yes. But to say the entire company is deceiving people is a stretch, especially when the New Hire training tells you when and how to use the two links. There were apparently lots of people unaware of how to use the links despite taking the computer learning.

Ok, fair enough.

But I still say the company knew of this practice since he's the New Hire! I can envision the Best Buy board of directors sitting around brainstorming...."We won't tell the New Hires the truth because it makes us money, gets more shoppers into the store and we can claim ignorance!

It STILL works for Best Buy's interests.
post #43 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by Jeremy Little
If he does it intentionally, yes. But to say the entire company is deceiving people is a stretch, especially when the New Hire training tells you when and how to use the two links. There were apparently lots of people unaware of how to use the links despite taking the computer learning. I mean, it is done on a computer and walks you through it like "click here" then "click here" etc. yet people still miss out on it.
I can agree with that to an extent, but even if the employee did this by mistake - you ended up paying the higher "in store" price and this is a 'mistake' that should be resolved with a law suit.

As Michael stated, whether the employee knew or not, Best Buy is still held accountable because faulty information was given out. And I really won't believe that Best Buy is totally unaware of this...nor will I believe that they condone it or have never done it on purpose before.
post #44 of 60

Re: Best Buy Not So Best?

BB must field hundreds of questions per day about their website prices vs. their store prices. Think of over 5000 stores, millions of customers per day. Not unreasonable.

Okay, who honestly doesn't believe that someone, particular a lot of someones, in the Best Buy organization did NOT know that their internal site does not link to the actual website. That the entire organization was unaware that they don't match.

Because I have a bridge to sell you...

This was/is a deceitful practice that they have now changed. If each and every CSR didn't know, that doesn't change that many, many people within the organization knew (managers, people who create the sites, etc.) and did nothing.

Just because I withhold the truth from you without actually lying doesn't make it right or not deceitful.
post #45 of 60

Re: Best Buy Not So Best?

Yeah, this whole "We didn't know" is a total crock. And even by the SLIGHTEST/Most tiny percentage that Best Buy really didn't know that this would be used deceitfully, then they still ought to be held accountable for not doing a better job of preventing it from happening.

I mean, come on! They are a business and a successful business is smart enough to know that this sort of thing could accidentally happen (a lot) if not taken care of. Since they didn't do anything to prevent this from happening, that makes them completely guilty.

This whole "Whoops, I didn't know" is fine when you're talking to a friend, but when it comes to a business, they SHOULD know better. I am 99.999% certain that they didn't bother to do anything about this because they either knew it would be to their advantage or they purposely wanted to trick customers.
post #46 of 60

Re: Best Buy Not So Best?

Forget it, I tried to explain how to use the site.
post #47 of 60

Re: Best Buy Not So Best?

Quote:
It does link to the actual website, just like the one below it links to store pricing. I keep seeing this repeated, I don't understand why this is so difficult to grasp.
perhaps it's because we don't understand what you're talking about. what is "the one below it"? if they connected to the web to check the price everyone else can see, there would be no price discrepancy.

if there are two links, and employees are using the link with the higher price to appear as the one with the lower price, i think we can all agree that's deception. and that is what best buy is being investigated for.

CJ
post #48 of 60

Re: Best Buy Not So Best?

Jeremy, do yourself a favor and read the original poster's link so you know what we are discussing:

http://www.engadget.com/2007/03/03/b...-site-exposed/

Or if it's one click too many for you, here's the relevant passage:
Quote:
Two Connecticut stores denied customers of discounted prices advertised on BestBuy.com by referencing the visually identical intranet site, which doesn't always reflect the lowest prices. The site, quickly disclosed by a local publication, was then put under investigation, yielding vague answers from Best Buy and no clear explanation of why it even exists. Best Buy issued a statement assuring their intent was not to mislead the customer and that they are "reminding [their] employees how to access the external BestBuy.com web site to ensure customers are receiving the best possible product price."
They ALL did this. It happened to me. I went to get the new Norah Jones CD/DVD combo a few months ago. The real BB website said $9.99.

Their "internal site" which I had a CSR check because the shelf with the CD, under the pretense that it was the real website, said it was $14.99. He showed it to me as proof that the website now said $14.99 and that's what I paid. Imagine my surprise when I got home and logged on to BB.com and saw the web price was still $9.99.

That was clearly deceitful. When I asked the CSR if I could get the web price, he used their internal site with a different price that reflected the in-store price not the website price, but didn't tell me we weren't looking at the Bestbuy.com website.

In fact, in a silent admission of their wrongdoing, I was at that same BB yesterday and looked at their computers with the mockup site. There's now a disclaimer that the site is an internal site and not the website. This is brand new, I go to this BB weekly, and I've only seen that disclaimer this last visit.
post #49 of 60

Re: Best Buy Not So Best?

Forget it, I tried to explain how to use the site.
post #50 of 60

Re: Best Buy Not So Best?

Forget it, I tried.
post #51 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by Jeremy Little
I did read it, and nowhere in that article does it discuss whether or not the employee KNEW the difference between the two links. So, by that definition, not knowing equals deception? Hmm.. That sucks.
Again, completely missing the point. Whether or not each and every employee knows, the practice itself is deceiving. This is something systemic.

If Chevrolet purposely manipulated figures so that you thought by looking on their website you could get a car for $15000, and then you go to the actual lot and the employee punches up an internal site mocked up to look like the website, if someone in the organization knows they do it, even if the actual salesman selling you the car doesn't know, it's still a deceitful practice.

And you can't tell me that people, specifically quite a few people, in the Best Buy administration don't know about it. That second site didn't create itself. Many people go into the making of those dual sites. And the fact that now BB is putting the disclaimer shows that they themselves now realize that they've done something that needs to be clarified.

Do you have a lot of BB stock, out of curiosity? I can't figure out why you seem to be unable to understand our argument. Or are you actually a mid to high level BB employee?
Quote:
Since it is a tool for ordering products out of stock in the store and the package deals in the store can be better, there has to be two.
Incorrect, and I think this may have something to do with your misunderstanding.

There's the "back end" stock/inventory system that looks nothing like Best Buy.com that the employees can use to check stock in their own and other local stores, as well as order inventory. It's inventory software, looks like a MS Access database (it's not, it's proprietary software, but I'm just using a descriptor). That database can reflect the in-store price just fine because it's their inventory system. I've seen that one. My bro-in-law used to work there, I've seen it many times.

They MOCKED UP another site, that might be linked to that database, but made it up to look like the Bestbuy.com site. So that way they can show customers who claim to see lesser prices on the web, but then refute those claims by showing a site that looks just like it, but with different pricing.

If you can't understand how that's deceitful, we should stop arguing because to me, and apparently quite a few others, it's pretty clear.
post #52 of 60

Re: Best Buy Not So Best?

Carlo put it perfectly. If there really is a reason for "Another Site", then why did they mock it up to look like the online site?

Doesn't it sound dangerous to have two identical looking sites that have different prices? Isn't that asking for trouble and confusion?

Come on Jeremy! Businesses are smart enough to realize the potential confusion here! They knew damn well what they were doing. It doesn't take a rocket scientist to realize the intention here. The alternate site was purposely meant to look like the online site for a reason and that reason is decption. Plain and simple.
Quote:
I'm sorry. I don't know how much more I can simplify it.
That's the problem, you're over simplifying things. No one's arguing the potential use of an internal site...we're arguing why it was suspiciously made to look EXACTLY like the external site.
post #53 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by Carlo Medina
There's the "back end" stock/inventory system that looks nothing like Best Buy.com that the employees can use to check stock in their own and other local stores, as well as order inventory. It's inventory software, looks like a MS Access database (it's not, it's proprietary software, but I'm just using a descriptor). That database can reflect the in-store price just fine because it's their inventory system. I've seen that one. My bro-in-law used to work there, I've seen it many times.

They MOCKED UP another site, that might be linked to that database, but made it up to look like the Bestbuy.com site. So that way they can show customers who claim to see lesser prices on the web, but then refute those claims by showing a site that looks just like it, but with different pricing.
I think this pretty much proves the intentional deception. There's no reason for any in-store interface to look exactly like the BB.com website unless it is to try and deceive customers who request a price match.

And if it duplicates the same task as another in-store inventory database, yet just in a visual interface similar to the website, then it's even more egregious.

Also, ignorance is never an acceptable defense for bad behavior. If the new hires are supposed to be trained in the use of these two resources, then obviously BB's training program is failing miserably.
post #54 of 60

Re: Best Buy Not So Best?

Best way to avoid customer service? Follow my Smash and Grab philosophy of buying things.

1. Check prices online
2. Go to B&M store
3. Pick Up product
4. purchase
5. leave store
post #55 of 60

Re: Best Buy Not So Best?

Dome, but what if the product is more expensive at the store?

What I would do:
1) Check price online
2) Print online price out
3) Go to store and show the salesperson the printout.
4) If salesperson will not match price, leave store and buy elsewhere.

There's no need for them to "look" anything up.
post #56 of 60

Re: Best Buy Not So Best?

hhhh
post #57 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by MarkHastings
Dome, but what if the product is more expensive at the store?

What I would do:
1) Check price online
1a)buy online/pick up in store
2) Print online price out
3) Go to store and show the salesperson the printout.
4) If salesperson will not match price, leave store and buy elsewhere.

There's no need for them to "look" anything up.

post #58 of 60

Re: Best Buy Not So Best?

Quote:
Dome, but what if the product is more expensive at the store?

I'd just leave.
post #59 of 60

Re: Best Buy Not So Best?

So then how does #4 equate into that?
post #60 of 60

Re: Best Buy Not So Best?

Quote:
Originally Posted by TonyD
Quote:
Originally Posted by MarkHastings
Dome, but what if the product is more expensive at the store?

What I would do:
1) Check price online
1a)buy online/pick up in store
2) Print online price out
3) Go to store and show the salesperson the printout.
4)If salesperson will not match price, leave store and buy elsewhere.
4)go home with item at lower online price

There's no need for them to "look" anything up.

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