MINNEAPOLIS: Best Buy has ramped up external and internal communications after a recent consumer complaint that it quoted one price online and another on its intranet in the store.A staffer searching for the item the customer wished to buy mistakenly accessed the intranet site, which had a higher price, not the national site. Online consumer advocacy site Consumerist and the Hartford Courant had written about the intranet, which they referred to as a "secret."
Dawn Bryant, corporate PR manager, rebutted that claim, saying the staffer accessed the wrong site.
"We needed to do a lot of refuting up-front on that matter," she said. "Because of the [press'] tone, obviously it struck interest with other media outlets and organizations."
Bryant said Best Buy, which works with Ketchum, has alerted all staff to the situation, reiterated store policy, and will start "in-depth" training on the matter.
"We found it's happening in other places," Bryant said. "And that's concerning to us."