When It Isn't the Best Buy at Best Buy

Richfield, MNBest Buy may be a long-standing member with the Better Business Bureau, but their association with the consumer watchdog has not been without a few good snaps of the leash.

Several, in fact.

Best Buy has been in the news lately over their alleged practise of running two identical web sites - a public site which advertises one price for an item, and an internal site (known as an Intranet) which lists the same merchandise, usually at a higher price. The electronics chain has admitted to the existence of the two sites, but has been anything but clear with regard to the intended purpose.

As an industry advocate, the Better Business Bureau serves as Big Brother, casting a wary eye over thousands of companies and corporations on behalf of the consumer. Best Buy has been affiliated with BBB since 1970, and is registered with the Better Business Bureau of Minnesota and North Dakota. All complaints stemming from any of the 769 Best Buy locations in the United States are handled through this office.

According to data posted on the Better Business Bureau web site, Best Buy generated 11,514 complaints to the Bureau nationwide in the last 36 months, which is the standard reporting period. There were more than 4000 complaints filed with the BBB in the last year alone.

The Better Business Bureau is careful to stress that a seemingly high complaint ratio should take into account the number of stores and volume of business. While Best Buy appeared to have an inordinately high volume of complaints when compared to other retailers of its size, it apparently has satisfied the Better Business Bureau by responding to complaints in a timely, and effective manner. For this, Best Buy is tagged with neither a satisfactory, nor unsatisfactory rating, falling instead somewhere in the middle.

More telling, however, are the references to various citations issued to Best Buy, which suggests a pattern of unsavoury practises dating back to 2004. While the Better Business Bureau has not cited Best Buy directly, the consumer watchdog nonetheless includes a reference to the Assurance of Voluntary Compliance agreement between Best Buy and the State of New Jersey. The company never admitted to allegations of deceptive advertising, but Best Buy did agree to comply with the State's advertising policies and statutes.

Two months later, in August of 2004 the Attorney General of Ohio filed a lawsuit against the company, alleging a pattern of unfair and deceptive practises.

In 2005, the Attorney General of Wisconsin took Best Buy to court over dubious behaviour in areas ranging from return and exchange polices, rebates and extended service plans, to gift cards - among others.

In March of this year it was revealed that the Attorney General's Office for the State of Connecticut is investigating Best Buy for suspicion of operating dual web sites that succeed in confusing the consumer. Reports have surfaced about price discrepancies between the public Internet site, and the in-store Intranet site. When store employees are challenged about the price differential, customers have been directed to an in-store computer screen which shows, allegedly, the 'correct' price as shown on the company web site.

With similar graphics, layout and content, the customer is led to believe the two sites are one and the same, and unwittingly pays the higher price without further challenge.

It may be the best for Best Buy, but it sure isn't the best buy for you.