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.”


Edit Your Comment

  1. D.bob11 says:

    So you apparently you don’t understand what a sale is, or how the movie companies work. Once in a while movie companies produce a package which they put on sale for fathers day, and so on, below say retail. You just so happened to catch it after the sale and the price was adjusted. That in fact would be the end of the sale. The reason why the price went up five dollars because best buy lost the movie company funding to offset the loss. Now you understand what it takes to be a business. Since they lost the funding they didn’t want loss money because when you loss money you go out of business. Wow amazing!! I’m not saying Best Buy is the place to buy but all companies receive this funding to sell more of their product. One week it’s ten bucks the following it’s 15. I see it all the time at all retailers including online. Online is easy but sorry you need to support your brick and mortars so we actually have a place to go and see technology.