I have been on Twitter constantly the last few days about the service or procedures, or the lack there of… I have also been mentioning that I am looking for a washer and dryer. And the reason why I have been pounding the pavements so hard is written in my previous blog about My Nasty Washer, and that my dryer completely went out.
So the past few days I have been dealing only with one guy until yesterday. So I am going to start with my last conversation with him…
I called to Lowe’s to speak with this young man. I had while in Lowe’s found a washer and dryer that I was interested in, he gave me the specs to bring home, look at and talk over with Sean (he is TDY till Sunday). When I got home and had time to focus, I noticed that the Samsung washer I was looking at was only a 4.0 and I knew that I should really get something bigger, the kids aren’t getting any smaller! So, I had been looking online at Lowe’s and found a few different ones so I had previously called to see if they were in stock. And he had told me yes or no, and given me other information. This guy was very pleasant and did not rush to get rid of me, this is always a plus!!
So, I had also been speaking with my sister and mother in law about the washers, and I was told to check out Best Buy. So I looked online at them, and low and behold I found the deal of the century!!! This is what I found…. Best Buy was offering 25% off of Samsung appliances. The one I picked out is: Samsung 4.3 Steam Washer for $699.99, and Samsung 7.4 Steam Dryer for $769.99. So I wrote down the model numbers and went over to the site for Lowe’s to see their price. Lowe’s has the washer for $854.10 regular price is $1099.00 and the dryer for $899.10 regular price $1149.00. So then I decided that I would look at the Lowe’s price match policy. ( I price match with Kohl’s but have not really done it with anyone else before) And honestly I was thinking about the Military Discount that we always get from Lowe’s, but wasn’t sure if they would give it to me with a price match.
So now I called the guy at Lowe’s to check on price matching. This is what he told me before we looked up the items or told him the amount of the differences. He was telling me that they do the price match, without any problems and that they actually lower the price further to beat the competitors pricing. He said that their normal practice was to take the amount of the difference and then subtract it off of the total. His example was…” we match the price, and then say the item difference in their price to our was $40, we would then take an additional $40 off.” This sounded a little to good to me, so I read to him the policy that is online about beating the competitor’s price by 10%. He said that the manager does have the right to make that stipulation, but that they generally just use the price difference. He said he would call me back to let me know if they were in stock, how long to get them, and the exact pricing. So when he called me back he says “good news! The manager will price match and give you 10% off to beat them.” However, I do know that you can not get a military discount when you are price matching! I was still happy with this, so I told him that I would call him back, after talking with Sean.
The more I thought about this, the more I wondered. What is the real policy, of the price matching and beating the competitor? Is it that it is 10% off or is it an additional $ difference amount off?
1. So I called the 800 Lowe’s Customer Care number. I spoke with Elizabeth, who was also very helpful! She told me that the do price match, and that they will lower the price by the 10% but that she had not heard of the lowering by the $ difference. She said it is nice to do price matching with Lowe’s because they do 10% off of the price, not 10% off of the difference like many other companies do. So I took it at that, and thought that maybe it was just a store policy rather than an online purchase policy.
2. I stopped by another Lowe’s to ask the same question. This time I was told,by a salesman that he can match the price but will not give me the extra 10% off, because his store does not have them in stock and they will have to order them in.
3. Then I talked with the manager at that same store and he told me because of the price match putting the cost so near the cost that they pay for it, that it is a good price without the 10% to beat the competitor, and that the 10% really isn’t going to make that much of a difference, because it is 10% off of the difference not the price. After further talking to him, he said that he would go ahead if I decided to order through his store that he would give me the 10% off, but that it would have to be off of the difference for approx a $28.00 discount.
4. I called the 800 number again today, and was told that policy is to match the price but because the difference was $157 on the washer that is more than 10% difference, of the prices so I really am expecting to much, and that they shouldn’t give it to me just because the price adjustment is enough of a discount in itself.
So anyways… my question is????? why do you have a policy that says you will beat a competitor’s price by 10%? If this is something you don’t want to honor… don’t advertise it! If you have tons of stipulations…. they should be in writing, not subject to an amount, or each persons interpretation. There really needs to be some consistency!
I do want to mention here… that I have mentioned on several occasions that Lowe’s is one of my favorite stores. We shop there many times a wk. Why have we liked Lowe’s so much??? Because being in the military and stationed all over the place you never know where you are going to end up. And we have always been able to count on there being a Lowe’s store.
I will tell you that after this experience I am not so sure right now about my thoughts…. I will tell you that earlier, I was ready to ban them from my shopping! However, I am going to attempt 1 more time to see what they will do or if they… will help me. Question is…. do they want my business, or do they want me to take it elsewhere?
I know that I have a great deal sitting in front of me with just the price match. I know this and am not doubting it at all, however… if you advertise the 10% beating the competitor then do it, otherwise what is stopping us from going to the competitor? I think had the first guy not told me that they subtract the difference, I never would have known. And really it is not that I want to get this guy into trouble at all. I don’t, he has been very helpful, and he was only saying what he knew.. this is the reason I have not called him by name, because I do know his name! I just think, that policy should be policy. It should not change according to purchasers or according to the amount of the price adjustment. I really just want what is fair!
So this has been my fight with customer service and procedures!