Nutrisystem #1: Before We Start
We find a message in our secret closet left by the first owners of our house. it makes me want to search for them on Facebook or the Google. WOuld that be creepy?
Dear Staples
I was pre-shopping on your website for the ergonomic chair and the price read $109 (see screen shot). I went into a store to purchase it but it was $116. Also, only the floor model available.
The store attendant said he would do a price match and printed out the sheet from online and even carried the floor model to the front desk.
After I got to my car I realized the store did not price match guarantee (110%) but only met the price that was online.
I went back inside to let them know of their mistake but the manager, Lori, coldly stated that the price match was only for competitors prices.
I re-read the sign which states that Staples will price match (110%) on any advertised price from an “Authorized Canadian Dealer.” I asked Lori, “Is Staples an Authorized Canadian Dealer?”.
She said, “Yes.” And looked at me with a blank, corporate stare.
I said, “Then the price match guarantee falls within the rules on YOUR sign.”
She looked at me (blank stare again) and spit out the same corporate speak, that they only did that for competitors.
End result: I returned the chair.
Why?
1) The nice store attendant who helped me in the first place said that I would get a price match. Was he lying? I sure hope not.
2) I was right. Staples falls in the category “Authorized Canadian Dealer.” It’s not my fault that you under-advertised yourself.
3) I hate it when corporate people give me practiced lines. I’m a person in a particular situation, not a machine.
I am on my last leg with Staples and ready to do a full on ban. Anything you can do to make me re-evaluate Staples’ ‘that was easy’ business model would be greatly appreciated.
Yours truly,
Zoe Siskos
UPDATE: Well, kudos for being timely. However, I feel like I;m being scolded and in the end, still have a ban on Staples. Here is their response:
We appreciate your inquiry concerning this issue Zoe,
I have visited the blog at the link you’ve provided and read your post.
In response to your three statements:
1) No, the associate that said the store would match the online price
was not matching. Since the stores operate with their own management
team and inventory which is separate from the warehouses that service
our phone/online delivery orders, there are occasionally price
differences. To make it easy, the store associate told you that the
store would match the online price, rather than sending you away to make
your purchase online where the lower price was listed.
2) You are definitely right that Staples is an authorized Canadian
retailer, but for obvious reasons, we do not beat our own price.
Matching the price is one thing, when the prices differ online and in
the store for Staples itself, however the 110% policy is strictly for
competitors, to encourage people to make the purchase with us, rather
than at the competitor. I’m sorry, but trying to twist around the
meaning of this policy is simply manipulative, but does not mean that
you should get different treatment than all our other customers. The
110% price match policy is strictly for competitors, period.
3) These lines are only “practiced” in the sense that the policy does
not change. Regardless of who asks us about our price match policy, the
answer is the same, as the policy remains the same. We give each
customer the same access to the same service. I’m sorry you felt the
need to return your chair because you misinterpreted the policy to mean
that we would beat our own price, but the associate you spoke with, was
absolutely right, and did not misrepresent the policy in any way.
Please do not hesitate to contact us if you have any other questions.
We appreciate your patience concerning this matter,
Derek, Customer Service Representative
e-mail: bd.support@orders.staples.com
phone : 1-877-360-8500
fax : 1-800-567-2260
url : http://www.staples.ca/support/contact/
