John Lewis have changed their mind on price match
GemmaFir
Forumite 8 Posts
Hello 
I had a price match request approved a week or so ago by John Lewis, on an item from Dunelm that I hadn't yet bought. Because they said yes they would refund the difference, I went ahead and bought the item from John Lewis. It was delivered yesterday and I was happy with it so I sent them all the info they requested.
I then received an email to say they were sorry but they had approved the price match in error, because the item was already out of stock at Dunelm when I submitted the request. I had sent them all the info they required including a direct link to the item on the Dunelm website.
So my question is, as they had already said YES they would match the price and that is the only reason I bought it from them, should they honour it? If they had said no outright, or if I'd bought the item before requesting a price match I wouldn't be arguing this, but it was 100% their error so surely they should deal with it.
Thanks
I had a price match request approved a week or so ago by John Lewis, on an item from Dunelm that I hadn't yet bought. Because they said yes they would refund the difference, I went ahead and bought the item from John Lewis. It was delivered yesterday and I was happy with it so I sent them all the info they requested.
I then received an email to say they were sorry but they had approved the price match in error, because the item was already out of stock at Dunelm when I submitted the request. I had sent them all the info they required including a direct link to the item on the Dunelm website.
So my question is, as they had already said YES they would match the price and that is the only reason I bought it from them, should they honour it? If they had said no outright, or if I'd bought the item before requesting a price match I wouldn't be arguing this, but it was 100% their error so surely they should deal with it.
Thanks
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The last time I did a John Lewis price match, I had to purchase the item through JL and they refunded me the difference. I did, however buy it at the time of them saying yes.
If it is now OOS at dunelm, they won’t price match now as they only price match at the time of purchase as offers and stock changes regularly.
Mistakes happen. If they are saying it was granted in error then it was granted in error. I dont understand what JL have done wrong if the item was OOS on Dunelms website?
It does clearly state that the item must be in stock :
Stock availability:
We carry a wide range of products, and for us to match the price, our competitor must have the product in stock (rather than available only to order). For products that we deliver, we ask that the competitor is able to deliver in equivalent timescales to us.
Have you called the Price Match team ? tel:03456049049
They said I could have an item from them for £99. Afterwards they said that actually I would have to pay £100 more.
If you give a quote, in writing, for an item, you surely can't then double the price after a customer has already received the item, error or not?
If I misquoted a customer a price for something, in writing, and they then decided to purchase that item from me because of the price I had offered, I couldn't then turn around and double the price. I'd have to honour the price we had agreed on.
I don't think they are actually changing the price for you, they are giving you an amount back after the event.
You always have the option to return the item.
I can quite see how the Price Match shouldn't apply if the item isn't actually available to buy elsewhere.
Why didn't you just buy from elsewhere if you were planning in advance rather than have to go through this complication? Was it out of stock already?
I didn't buy it immediately from Dunelm as the only item I have ever ordered from there arrived damaged and was a faff to return, whereas I know that JL have a good reputation for customer service. I always shop around when buying pricey items so of course if two companies offer the same price for an item I will go with the one with the best reputation. It took about 10 minutes for the price match to come through so it's not like I had to wait. The wording of the email was that 'we' ve checked with Dunelm and can see that [the item, item number, colour etc] is priced at £99.5, so we're happy to match this price', which states that they will sell me the item for that price. I am aware that its at their discretion but it is pretty clear that they have agreed to match the price. I obviously wouldn't have 'gone through this complication' if I had known it would be a 'complication' in the first place.
I do have the option to return, however it weighs 20kg odd which means JL will charge me £29.95 for collection, as it is not faulty. Which would be worth it if I could find it for cheaper elsewhere, but I can't now because it has sold out at Dunelm!
First you say you can add it to your basket and at the end you say its OOS ?
Have you called JL price match team ?
But as I said, it was not showing as out of stock and allowed me to add it to my basket.
It is out of stock at Dunelm.
I'm not contradicting myself.
I have spoken to the price match team. I thought is explained this originally but I hadn't, the error in the price match was BECAUSE the Dunelm website allowed customers to add the item to their basket, so JL were unaware it was out of STOCK at the time (as was I). But it apparently was.