Upselling, Overcharging & Unwanted Warranties Remind Customer Why He’d Stopped Shopping At Best Buy

We’ve talked before about those “never again” moments, when a retailer treats you so badly — or when years of minor mistreatment finally tips the scales — that you walk out of the store with the intention of never coming back. But every once in a while, people give stores a second — or third, fourth… five-hundredth — chance. Sometimes they learn that things have changed for the better and the healing can begin. Then there are the times when that visit just confirms all the reasons you had for splitting up in the first place.

Consumerist reader Steve had all but given up on Best Buy. But this past weekend he was stuck in a bit of a pickle, needing to buy a gift for a movie-loving friend, but having waited to long to place an order on Amazon.

And so it was that Steve visited his local Best Buy, where he not only had the “most annoying 10 minutes in a store that I can remember,” but was also reminded just why he prefers shopping online.

Searching through the DVD sale area, he found the “Christopher Nolan Director’s Collection,” a DVD set that included Batman Begins, The Dark Knight, Inception, Memento, and Insomnia, for $39.99.

Decent movies and a not-horrible price. Time to head to the cashier.

Here’s Steve to tell you his story:

At checkout, first they ask if you have a rewards card. I don’t. Then they ask if I want to get one. It’s free. I don’t. Then after scanning the collection, they ask if I want a $3 “disk protection” service which will replace the disks if they’re damaged for a year. I certainly don’t want that. Then they ask if I want a Best Buy credit card. Again, no.

Finally, I’m able to leave the store (no receipt checking at this store for some reason). When I stop for gas, I notice that there is a white tag hidden behind the yellow special price tag that I had not noticed in store. I (stupidly) assume that this is a higher price tag because this collection was on a special deals rack.

Peeling back the sticker revealed that the special deal is that I was charged $5 more!

So in spite of all the promises from Best Buy HQ that the store is changing, Steve found it was still the same old upselling, overcharging, warranty-pusher he’d remembered.

“Can Best Buy not get anything about their experience right?” he asks. “No wonder people hate it.”