John Lewis Price Match - Is this unreasonable?

DisposableHero

Hi all,
Apologies if this is the wrong forum for this.
I'm currently having a dispute with John Lewis over a price match request.
Basically, following a large purchase, within the time frame of 35 days, I found the item listed, in stock at a competitor for a base price of £500 less and £949 less with a voucher code.

On my initial phone call I was told I would hear back in 24 hours but give 48 and call back if nothing was heard, so I did. Long story short, 4 phone calls later over the course of a week and nobody had been in contact. Each person as confused as me as to what the hold up was.

At this point I took to twitter and was told to email my details, which I did. The following day received a reply telling me that the initial member of staff made a mistake which led to the price match not being submitted correctly and that they wouldn't now match the price as the item was out of stock (Which it wasn't, according to the website, and never had been during this request). Typically, as is my luck, the price has now increased although the voucher code is still active. I have screenshots of the price I was requesting but I expect them to count for naught. I have been offered £50 good will for the inconvenience.

I understand that the price match after the sale is very admirable of them but I feel as though I am being punished for staffs ineptitude. Not just the initial person I spoke with but each subsequent person who could see I had called regarding the price match.

Am I being unreasonable fighting this? If it was from a different retailer I would just suck it up but the price match was a selling point when in store and I think I have more than put in my efforts showing an eligible match.

angryparcel

Normally Price Match is on base price as displayed at a retailer shop or online store and will not be applicable if voucher codes are used

DisposableHero

I was aware this was a possibility as the policy says discount codes are 'considered' but no staff member questioned the added discount of a code. Even so the base price alone was a significant reduction.
The issue for me is that if the matter was dealt with after even half the running around then the price should have been met.

teddysmum

Richer Sounds have the condition that the product must be within 50 miles of their local store or have free delivery ,be in stock at the other company, not include vouchers or store discount and have the same warranty period.(Their allowance time is only 7 days)

happyandcontented

DisposableHero wrote: »

Hi all,
Apologies if this is the wrong forum for this.
I'm currently having a dispute with John Lewis over a price match request.
Basically, following a large purchase, within the time frame of 35 days, I found the item listed, in stock at a competitor for a base price of £500 less and £949 less with a voucher code.

On my initial phone call I was told I would hear back in 24 hours but give 48 and call back if nothing was heard, so I did. Long story short, 4 phone calls later over the course of a week and nobody had been in contact. Each person as confused as me as to what the hold up was.

At this point I took to twitter and was told to email my details, which I did. The following day received a reply telling me that the initial member of staff made a mistake which led to the price match not being submitted correctly and that they wouldn't now match the price as the item was out of stock (Which it wasn't, according to the website, and never had been during this request). Typically, as is my luck, the price has now increased although the voucher code is still active. I have screenshots of the price I was requesting but I expect them to count for naught. I have been offered £50 good will for the inconvenience.

I understand that the price match after the sale is very admirable of them but I feel as though I am being punished for staffs ineptitude. Not just the initial person I spoke with but each subsequent person who could see I had called regarding the price match.

Am I being unreasonable fighting this? If it was from a different retailer I would just suck it up but the price match was a selling point when in store and I think I have more than put in my efforts showing an eligible match.

I had a major issue with JL over a damaged watch. They simply did not understand the law. I was persistent and eventually got a full refund.

In the circumstances you describe if they agree the price match would have been due if the member of staff had input it correctly, then I don't see why you should suffer for their incompetence. I would write/email the MD and submit a formal complaint sending all the relevant correspondence to back your case. Good luck!

DisposableHero

teddysmum wrote: »

Richer Sounds have the condition that the product must be within 50 miles of their local store or have free delivery ,be in stock at the other company, not include vouchers or store discount and have the same warranty period.(Their allowance time is only 7 days)

I am seriously regretting not holding off and buying from RS. They would have matched and beaten with an extra year warranty. I only purchased on the spot in John Lewis as I received such good customer service from the staff at the time!

happyandcontented wrote: »

I had a major issue with JL over a damaged watch. They simply did not understand the law. I was persistent and eventually got a full refund.

In the circumstances you describe if they agree the price match would have been due if the member of staff had input it correctly, then I don't see why you should suffer for their incompetence. I would write/email the MD and submit a formal complaint sending all the relevant correspondence to back your case. Good luck!

Thank you. It is missing out because of someone else's mistake that is the real sting. I have sent a lengthy email response tonight so should hopefully hear back tomorrow. If I don't get a sufficient outcome I will go higher or start the no doubt painful process of asking for my money back.

Does anybody know if something like this is covered by credit card section 75 in any way?

[Deleted User]

DisposableHero wrote: »

Does anybody know if something like this is covered by credit card section 75 in any way?

Seriously? You bought something from JL at a price you were happy with. JL delivered that product.

What product was it and who was the other retailer?

DisposableHero

Thanks for the reply. It was a Sony TV, the other retailer was PowerDirect.
I see your point and you're right, but at this stage for me it is about the service I've received after the fact that gives me concerns about being tied to a 5yr warranty with JL should I ever need it.
As I stated earlier on in the thread, if it was from a retailer that didn't offer and advertise the price match service I would be fine with it, it's one of those things. The never knowingly undersold policy was used as a selling tool at point of sale and made out to be simple and easy. Along the way my simple request was mishandled completely.
The product I am happy with, the service, most definitely not.

SnowTiger

camelot1971 wrote: »

Seriously? You bought something from JL at a price you were happy with. JL delivered that product.

Never Knowingly Undersold forms part of the contract and is an inducement to buy from John Lewis rather than elsewhere.

OP bought from John Lewis confident the item wasn't available elsewhere at a cheaper price or, if it was, they'd be refunded the difference.

deanos

i have found buying online and filling out the online form is a far greater chance of being accepted,had many accepted in past and recently as well

using instore price match is not as easy and would never buy instore on a tv as they always use the 5yr warranty as a get out when competitors don't include this , they never mention it when using online form

ps: i think they include vouchers if its advertised on the competitors website for all to see , if its via a voucher site for example they wont include it

[Deleted User]

Power Direct are notorious for claiming things in stock when they are not. Did their TV include the 5 year guarantee too?