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Report: #238950

Complaint Review: Best Buy - Paramus New Jersey

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  • Reported By: Hawthorne New Jersey
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  • Best Buy Garden State Plaza, Route 17 S Paramus, New Jersey U.S.A.

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In a very recent flyer, Best Buy advertised that a Toshiba laptop & Lexmark printer would be on sale for $399 on Sunday, February 4, 2007. Since this was a very reasonable price for such a laptop, many people presented themselves at New Jersey Best Buy stores around opening time on the Sunday morning. Expectedly, there were not enough laptops for everyone.

Consequently, Best Buy representatives at the Rockaway, Totowa and Secaucus stores told customers still requiring laptops to travel to either of the two Best Buy stores in Paramus on Monday morning, at which time the price would be honored. (The Paramus stores are at Fashion Center Mall and Garden State Plaza). In addition, one customer was told the same statement by a Best Buy telephone representative on Sunday evening. This appeared to be a rational statement for four reasons.

First, it is common knoledge that the Paramus stores are not allowed to open on Sunday (due to Bergen County's "Blue" laws). Stores that cannot physically sell merchandise on Sunday would plausibly be expected to offer the same deals when the store subsequently opens, i.e. on Monday morning. Second, it is and has been customary practice by many Paramus stores, including Best Buy, to offer the Sunday deals on Monday morning. Third, the employees at Secaucus, Rockaway, Totowa, and the Best Buy's national customer service number, had affirmatively represented this to customers. Fourth, one of the two Paramus BestBuy stores (specifically the Fashion Center Mall store) honored the deal on Monday morning without giving customers any added difficulty.

In reliance on this seemingly rational assertion, no less than fifteen customers showed up at 9 am on Monday morning at the Garden State Plaza store to purchase the aforementioned laptop. Since the store opened at 10 am, they waited for an hour in 8 degree weather. The store personnel refused to allow them to remain in the heated vestibule. Although one customer cradled a baby in her arms, the personnel showed no sympathy for her. Periodically, a store employee popped out and told customers that the mananger will not allow them to buy the laptop at the advertised price, but at a much higher price instead. Shamefully, the manager never presented himself until after the store had opened.

When the manager finally presented himself, he told customers that the computer system would not allow him to override the price. He tried to lend credibilty to that defense by saying "If the 888 customer service knows how I can help you, I will gladly do it for you all." (As you will see from reading further, that was a complete lie).

When the fifteen customers called Best Buy national customer service center using their cellphones, they were told that Paramus stores did NOT have to honor the Sunday price. (The Best Buy case number is ########). When told that the Fashion Center Mall store (the other Bergen County store) had immediately and willingly honored the price earlier that morning, the telephone representative supervisor, Angela, said that a store can make an exception if it so chooses. However, Angela said that Best Buy policy was NOT to force the store to make an exception. Armed with this new information, the customers again approached the store manager, who quickly changed his reason for refusing to honor the deal. The manager stated that he had CONSCIOUSLY decided, before the store opened, to NOT honor the price indicated in the flyer. His prior statement, that the computer was incapable of overriding the price, was a complete lie.

The tactics adopted by this manager are grossly inconsistent with professional managerial behavior. An upstanding manager would with justifiable reasoning would have been unafraid to announce his/her true motivations from the outset. At the least, this manager would have retained the respect of customers if he had been truthful from the beginning.

Refusing to honor a deal when fifteen people have showed up and waited in 8 degree weather (with a baby) based on a misrepresentaion made by one's fellow employees amounts to participating in an illegal bait-and-switch fraud. (It is bait and switch because the manager told us that we could get the computer, but at the higher price, hence, the "switch"). The situation is worsened by the fact that the sister store in Paramus honored the price without asking any questions. Best Buy appears to need a lesson in corporate responsibility. According to the news media, they have gotten in trouble in the past for failing to award mail-in-rebate checks to customers, and it appears, from this experience, that their shady business practices have not improved.

While it is okay for a company to be aggressive in its sale practices, Best Buy repeatedly crosses the line, as demonstrated in this instance. All of the customers involved in this incident indicated that they would separate complaints with the NJ Attorney General's Consumer Affairs Office as well as the Better Business Bureau. I have filed complaints with both of those offices, as well as with Best Buy themselves. Best Buy has told the BBB that they will not resolve my report in my favor. Similarly, Best Buy refused to resolve the complaint that I filed directly with them. To date, Best Buy has not apologized to me and I don't expect that they will do so.

Dean
Hawthorne, New Jersey
U.S.A.

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This report was posted on Ripoff Report on 03/15/2007 03:40 AM and is a permanent record located here: https://www.ripoffreport.com/reports/best-buy/paramus-new-jersey/best-buy-freezing-false-advertising-bait-switch-liar-lie-misrepresentation-laptop-monday-r-238950. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
6Consumer
0Employee/Owner

#6 Author of original report

Rebuttal is unpersuasive and conclusory

AUTHOR: Dean - (U.S.A.)

POSTED: Tuesday, March 27, 2007

I am the author. While the first rebutter appears to have understood the situation, the second barely read my account of the incident. Had he read my account, he would have realized that the complaint was not about a store having sufficient laptops for everyone; rather, it was about the misrepresentations and subsequent refusals by another store to honor an advertised price. I am uncertain how, without properly reading my account, he can expect to persuade readers to side with Best Buy in this situation. Conclusory words and phrases are not persuasive absent expressed reasoning. Such words and phrases include: "same stupid item," "just an embellishment," and "false-principled side." Clearly, the second rebutter has, without properly reading my account, formulated his own conclusions that possibly stem from some underlying personal bias. In addition, he attacks the "credibility" of my account when he probably meant to attack its "persuasiveness." "Credibility" refers to my recollection of the incident being an accurate reflection of what transpired. In his haste to recite his own conclusions, the second rebutter obviously selected the wrong word, and ironically made his own argument less persuasive in doing so. He further undermined it by, again, jumping to conclusions when he cited an outlandish analogy such as a Great depression food line. I can contemplate many situations where the baby's mother can financially benefit from the savings gained from a laptop purchase (e.g. resale, value in education, value in an unemployed husband's small business upstart, etc.) A food line during the Depression isn't the only justification for waiting in cold weather. The first rebutter was much more positive and persuasive. I would like to point out that the lines at each store were comparable, as was the stock on hand. The Garden State Plaza store had 12 laptops on hand, so it would only have meant 3 angry customers, if any. I think everyone was more angry with the way the situation actually unfolded.

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#5 Author of original report

Rebuttal is unpersuasive and conclusory

AUTHOR: Dean - (U.S.A.)

POSTED: Tuesday, March 27, 2007

I am the author. While the first rebutter appears to have understood the situation, the second barely read my account of the incident. Had he read my account, he would have realized that the complaint was not about a store having sufficient laptops for everyone; rather, it was about the misrepresentations and subsequent refusals by another store to honor an advertised price. I am uncertain how, without properly reading my account, he can expect to persuade readers to side with Best Buy in this situation. Conclusory words and phrases are not persuasive absent expressed reasoning. Such words and phrases include: "same stupid item," "just an embellishment," and "false-principled side." Clearly, the second rebutter has, without properly reading my account, formulated his own conclusions that possibly stem from some underlying personal bias. In addition, he attacks the "credibility" of my account when he probably meant to attack its "persuasiveness." "Credibility" refers to my recollection of the incident being an accurate reflection of what transpired. In his haste to recite his own conclusions, the second rebutter obviously selected the wrong word, and ironically made his own argument less persuasive in doing so. He further undermined it by, again, jumping to conclusions when he cited an outlandish analogy such as a Great depression food line. I can contemplate many situations where the baby's mother can financially benefit from the savings gained from a laptop purchase (e.g. resale, value in education, value in an unemployed husband's small business upstart, etc.) A food line during the Depression isn't the only justification for waiting in cold weather. The first rebutter was much more positive and persuasive. I would like to point out that the lines at each store were comparable, as was the stock on hand. The Garden State Plaza store had 12 laptops on hand, so it would only have meant 3 angry customers, if any. I think everyone was more angry with the way the situation actually unfolded.

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#4 Author of original report

Rebuttal is unpersuasive and conclusory

AUTHOR: Dean - (U.S.A.)

POSTED: Tuesday, March 27, 2007

I am the author. While the first rebutter appears to have understood the situation, the second barely read my account of the incident. Had he read my account, he would have realized that the complaint was not about a store having sufficient laptops for everyone; rather, it was about the misrepresentations and subsequent refusals by another store to honor an advertised price. I am uncertain how, without properly reading my account, he can expect to persuade readers to side with Best Buy in this situation. Conclusory words and phrases are not persuasive absent expressed reasoning. Such words and phrases include: "same stupid item," "just an embellishment," and "false-principled side." Clearly, the second rebutter has, without properly reading my account, formulated his own conclusions that possibly stem from some underlying personal bias. In addition, he attacks the "credibility" of my account when he probably meant to attack its "persuasiveness." "Credibility" refers to my recollection of the incident being an accurate reflection of what transpired. In his haste to recite his own conclusions, the second rebutter obviously selected the wrong word, and ironically made his own argument less persuasive in doing so. He further undermined it by, again, jumping to conclusions when he cited an outlandish analogy such as a Great depression food line. I can contemplate many situations where the baby's mother can financially benefit from the savings gained from a laptop purchase (e.g. resale, value in education, value in an unemployed husband's small business upstart, etc.) A food line during the Depression isn't the only justification for waiting in cold weather. The first rebutter was much more positive and persuasive. I would like to point out that the lines at each store were comparable, as was the stock on hand. The Garden State Plaza store had 12 laptops on hand, so it would only have meant 3 angry customers, if any. I think everyone was more angry with the way the situation actually unfolded.

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#3 Author of original report

Rebuttal is unpersuasive and conclusory

AUTHOR: Dean - (U.S.A.)

POSTED: Tuesday, March 27, 2007

I am the author. While the first rebutter appears to have understood the situation, the second barely read my account of the incident. Had he read my account, he would have realized that the complaint was not about a store having sufficient laptops for everyone; rather, it was about the misrepresentations and subsequent refusals by another store to honor an advertised price. I am uncertain how, without properly reading my account, he can expect to persuade readers to side with Best Buy in this situation. Conclusory words and phrases are not persuasive absent expressed reasoning. Such words and phrases include: "same stupid item," "just an embellishment," and "false-principled side." Clearly, the second rebutter has, without properly reading my account, formulated his own conclusions that possibly stem from some underlying personal bias. In addition, he attacks the "credibility" of my account when he probably meant to attack its "persuasiveness." "Credibility" refers to my recollection of the incident being an accurate reflection of what transpired. In his haste to recite his own conclusions, the second rebutter obviously selected the wrong word, and ironically made his own argument less persuasive in doing so. He further undermined it by, again, jumping to conclusions when he cited an outlandish analogy such as a Great depression food line. I can contemplate many situations where the baby's mother can financially benefit from the savings gained from a laptop purchase (e.g. resale, value in education, value in an unemployed husband's small business upstart, etc.) A food line during the Depression isn't the only justification for waiting in cold weather. The first rebutter was much more positive and persuasive. I would like to point out that the lines at each store were comparable, as was the stock on hand. The Garden State Plaza store had 12 laptops on hand, so it would only have meant 3 angry customers, if any. I think everyone was more angry with the way the situation actually unfolded.

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#2 Consumer Comment

I find it funny

AUTHOR: John - (U.S.A.)

POSTED: Monday, March 19, 2007

that you're ore worried about the store not having an item rather than someone endangering the welfare of a child allegedly over this same stupid item.

"Since the store opened at 10 am, they waited for an hour in 8 degree weather. The store personnel refused to allow them to remain in the heated vestibule. Although one customer cradled a baby in her arms, the personnel showed no sympathy for her."

Why would anyone show sympathy for her? It wasn't a food line during the depression, and why didn't you call DYFS for the endangerment? No one made her bring a baby out in 8 degree weather. Or, is this just an embellishment to try and get others on your false-principled side? Your story certainly lost any credibility with that detail as part of it.

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#1 Consumer Comment

A few comments and questions...

AUTHOR: Kerin - (U.S.A.)

POSTED: Sunday, March 18, 2007

I work in the retail sales industry and have a few thoughts. I disagree with the idea that this was a bait and switch. Basically, bait and switch means that they advertise one thing only to get you to the store to push another pricier item. This doesn't seem to be the case here.

In my experience, advertisements are run regionally, and different stores have different #'s on hands of any given item. Basically, items advertised are, for the most part, while supplies last.

Stores also run individually, and no one store can dictate what another will do. While i might not fully agree with the manager at the 2nd store blaming the computers, I might have done the same thing honestly. Look at it this way: did you expect him to honor the price for 15 people? 15 laptops? He was probably trying to avoid a line of angry people if he just flatly refused. What would the loss be to the store on that day, if it was a Sunday only price? If the manager had honored the price for only a couple of people, how angry would you be?

The store that did honor the price that monday...how many people were there? Probably not 15. just my 2 cents.

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