Staples refusing to price match

[frostamove]

Is it me or will they not price match when the difference is high ($100+)? I went to Staples to price match a product from a well known computer store in Toronto. The manager refused it--claiming it was not from a Canadian authorized dealer. So in front of him I called the place and they said they were. He still refused it, and told me that he will contact his head department to see if they're an authorized dealer.

A few days later I get a call from the manager and he says that they are not authorized and that's what his "Staples head guy" told him. I then called the customer relations department and she even acknowledged they were authorized and she called the manager. The manager kept arguing saying that they are not and the girl just told me she filed a letter to the head. A few days later she calls me and says you can't price match because they are not the list of stores we price match and so they are not authorized. I told her to forward it to the supervisor of customer relations.

I'm thinking of filing a complaint to the BBB or forcing them to edit their whole price match policy.

Price match policy regarding authorized dealers:

An identical item is a product with the same manufacturer and manufacturer part number. An Authorized Canadian dealer is a retailer that the Canadian manufacturer willingly sells to (typically, unauthorized dealers do not offer legal Canadian warranties and/or packaging). The price guarantee does not apply to remanufactured items or demos.

[blakjak]

Just go to a different Staples and have another manager there pricematch it. You may have better luck.

[peroxide8888]

Save yourself the hassle and buy the item from the other store. If they are an authorized dealer, you shouldn't have warranty issues anyway.

[cgtlky]

Just go to a different Staples and have another manager there pricematch it. You may have better luck.

+1, just go to another Staples.

[user01]

How much are you price matching for? If it's like $5, I rather not take the hassle and just go buy it instead... :|:|:|

[I am XeNo]

Last year, staples refused to price match a chair that was on sale for $99.99 at costco when it was still $279.99 at staples. After listening to 3 different excuses i just gave up. It was the exact same chair, with the exact same model number, in the exact same box.:|

[UnCeo]

Last year, staples refused to price match a chair that was on sale for $99.99 at costco when it was still $279.99 at staples. After listening to 3 different excuses i just gave up. It was the exact same chair, with the exact same model number, in the exact same box.:|
I don't think any stores PM costco.

[XxXSnake23XxX]

How much are you price matching for? If it's like $5, I rather not take the hassle and just go buy it instead... :|:|:|

5 bucks is 5 bucks
but they can refuse you a PM anytime they want

[V A N Q U I S H]

Quite frankly, it's one excuse or another with Staples.

1st round - Canon SX110 camera, the other place didn't have the black ones like Staples did, so even though the camera was the exact same model, the match was refused. Okay, fair enough, they've got a tiny bit of leverage there.

2nd round - Canon SX110 camera, the other place finally had the black one in stock (yay). They come back and use a limited quantities excuse.

In both cases the difference was $100.00. I find that Staples just pulls excuses outta their arses so I don't even bother with them anymore. It's simply a waste of time trying to get a price match out of them.

It's weird, their "sale" prices aren't so great, and they don't want to price match either. The only thing that probably keeps them afloat is the office supplies section. My old store was getting torn a new one with the loses on the electronics side, but it was offset by the supplies.

By the by, everyone who has worked there knows the dirty little secret as to why managers don't price match.

[fhofho]

I did PM before I join RFD. I am now retired from PM for at least 2 years. You will only get excuse or it will save you $2.

[Howlader]

Money is money.

I'd call the customer service line (1-866-STAPLES) - tell them what you told us and ask for a resolution.

Good luck!

[EmperorOfCanada]

They come back and use a limited quantities excuse.

Thats the worst one too cause lets face it, everything on the planet is in limited quantities. What? They cant fulfill a 10,000 unit order? They must have LIMITED QUANTITIES!

[Hunter316]

I am not sure that it is the manager at the original store that is creating the issue here. If the manager was just being an ass then he probably would not have called the OP back and then been backed up by the customer service rep. There might be more to the store than we are hearing or than is being explained to the OP.

[haites]

Save yourself the hassle and buy the item from the other store. If they are an authorized dealer, you shouldn't have warranty issues anyway.

I'd agree. Seems like a huge pain in the ass, even if there's a clause to beat the difference in price by 10%.

[Jbently]

I'd agree. Seems like a huge pain in the ass, even if there's a clause to beat the difference in price by 10%.

I would have to agree as well. Is all this hassle worth the $10 off you'd get from PM'ing at staples? From what you have posted it doesn't seem so

[hightech]

I think we should get CBC's Marketplace to do an undercover expose on Staples to show the public how bad they are with PM.

[JWL]

Thats the worst one too cause lets face it, everything on the planet is in limited quantities. What? They cant fulfill a 10,000 unit order? They must have LIMITED QUANTITIES!

You're jumping to incorrect conclusions. It is only for items that are advertised as limited quantities. Its all in their PM policy:

If you find a lower advertised price on an in-stock new identical item from an Authorized Canadian dealer, now or within 30 days of your purchase (14 days on computers and laptops), just show us the price. We will match it and give you 10% of the difference as a credit to your purchase (maximum $50 credit)!

If our competitor has a bonus offer with an item that we carry, we will match the competitor’s price and provide the identical bonus item where possible. If our competitor offers a free Gift Card with an item that we carry, we will match the competitor’s price and provide the same valued Gift Card. If our after-rebate price is lower than our competitor’s after rebate price, the price guarantee does not apply.

For internet and delivered purchases, the competitor’s next day shipping and handling fees will be added to the competitor’s price to make a fair comparison against our price. If no shipping and handling charges are readily available in the advertisement, a flat fee of $15 will be added to the competitor price. There are some towns in Canada where additional shipping charges apply. Our Store Managers and Call Centres can help you determine these costs.

An identical item is a product with the same manufacturer and manufacturer part number. An Authorized Canadian dealer is a retailer that the Canadian manufacturer willingly sells to (typically, unauthorized dealers do not offer legal Canadian warranties and/or packaging). The price guarantee does not apply to remanufactured items or demos.

An advertisement is defined as a copy of a current dated advertisement, original register receipt, catalogue page or competitor web page.

From time to time, our catalogue, internet and store prices might temporarily not match due to printing press deadlines. If this happens, you will get the lowest price of the three. We will not offer the additional 10% credit.

We reserve the right to limit quantities sold to an individual customer. The price guarantee does not apply to competitors advertising that states “limited quantities”, “while supplies last”, “clearance”, “close-outs”, “bankruptcies” or special events (e.g. Boxing Day). We do not match typographical errors in competitors’ advertisements. OEM, government and educational prices may be excluded. Prices do not include applicable taxes. We reserve the right to modify the terms of our price guarantee from time to time.

[V A N Q U I S H]

You're jumping to incorrect conclusions. It is only for items that are advertised as limited quantities. Its all in their PM policy:
...

You are also jumping to incorrect conclusions in thinking that it said "limited quantities" ANYWHERE on the sale advertisement. The only way the sale was limited was the fact that it was on for two days only. I could have picked up a hundred cameras from the other retailer if I wanted to (well, they'd probably refuse such a large qty.). The policy is worded in such a way that they (Staples) can squeeze out of the deal if they wanted to.

The point I think everyone should understand is that with the price of fuel and what not, it's best not to waste time with companies like Staples who refuse to price match. Just go to the place selling it cheaper and get it over with. I don't have the time or the patience to be arguing with a store GM who doesn't even have a high school diploma under his/her belt. Why the hell would I give them the business if they are just going to cause me grief?

[EmperorOfCanada]

You're jumping to incorrect conclusions

I dont disagree with the majority of your post, however you are posting their policy in a thread where they are alleged to be using their policy as an excuse NOT to price match in situations not applicable, and all else failing, just refusing on utter nonsense excuses (I am not saying the limited quantities excuse has been used, but I dont think it would surprise anyone if it WERE used in such a ridiculous manner)

[SinCron]

I've never had anything but a difficult time with Staples. Screw em and give your business to another store.

[JWL]

You are also jumping to incorrect conclusions in thinking that it said "limited quantities" ANYWHERE on the sale advertisement. The only way the sale was limited was the fact that it was on for two days only.

I think you misunderstood my post. I never said the ad said "limited quantities". My post was in response to one that said that ultimiately all quantities are limited so it is an open "out" for Staples. In fact their policy exception is limited specifically to items advertised as "limited quantities". If it doesn't say that in an ad, Staples can't (shouldn't) use that as a reason to refuse a PM. I agree that a limited TIME sale (which all are) is not an exclusion in their policy.

I dont disagree with the majority of your post, however you are posting their policy in a thread where they are alleged to be using their policy as an excuse NOT to price match in situations not applicable, and all else failing, just refusing on utter nonsense excuses (I am not saying the limited quantities excuse has been used, but I dont think it would surprise anyone if it WERE used in such a ridiculous manner)

How can "using their policy" be considered as an "excuse NOT to PM". They have a PM policy and it has certain exclusions (that in my opinion are reasonable if enforced accurately). You can't expect them to enforce the matching+10% part of their policy and also ask them to ignore the parts you don't like.

It is completely fair to be PO'd if they don't live up to their PM policy IN ITS ENTIRETY (like if they say a dealer who is authorized isn't authorized which is where the thread started). But it is not fair to say that you don't agree with parts of the policy so they are unreasonable/unfair/etc, which is where these threads usually evolve to.

If OP want's to get to the bottom of it, they need the manufacturer to say that the competitor is an authorized dealer as many retailers may claim they are authorized dealers even if they aren't.

[JWL]

They are Canadian authorized dealers she admitted, which is okay for price matching but apparently she called the company that makes the specific product and said on their list of vendors there was no match for that particular store.

Can you clarify what you are saying here? Is this saying that ABC company IS a Canadian authorized dealer, but their retail store on 123 Main Street IS NOT on the list of authorized vendors?

Any reason why you're not disclosing the item and the vendor?

[peroxide8888]

Is it me or will they not price match when the difference is high ($100+)? I went to Staples to price match a product from a well known computer store in Toronto. The manager refused it--claiming it was not from a Canadian authorized dealer. So in front of him I called the place and they said they were. He still refused it, and told me that he will contact his head department to see if they're an authorized dealer.

A few days later I get a call from the manager and he says that they are not authorized and that's what his "Staples head guy" told him. I then called the customer relations department and she even acknowledged they were authorized and she called the manager. The manager kept arguing saying that they are not and the girl just told me she filed a letter to the head. A few days later she calls me and says you can't price match because they are not the list of stores we price match and so they are not authorized. I told her to forward it to the supervisor of customer relations.

I'm thinking of filing a complaint to the BBB or forcing them to edit their whole price match policy.

Price match policy regarding authorized dealers:

An identical item is a product with the same manufacturer and manufacturer part number. An Authorized Canadian dealer is a retailer that the Canadian manufacturer willingly sells to (typically, unauthorized dealers do not offer legal Canadian warranties and/or packaging). The price guarantee does not apply to remanufactured items or demos.

I just got call back from the supervisor from Customer Relations and she basically said what the other girl said--NOT AUTHORIZED (INSERT PRODUCT COMPANY HERE) RESELLERS.

They are Canadian authorized dealers she admitted, which is okay for price matching but apparently she called the company that makes the specific product and said on their list of vendors there was no match for that particular store.

I'm not a guy who likes to lose and I'm down for video taping PMs at Staples hearing their lame excuses and giving it to CBC's Marketplace.

HOLY SH*T, I'll say it again... SAVE YOURSELF THE HASSLE and buy it at the other store:!:

It's $10 savings if Staples approves the PM (which they didn't). The amount of time you've wasted trying to get this PM is already worth more than $10 to most people. Don't say it's the principle of the matter either; you're just wasting your time. Go collect $10 worth of empty bottles; you'll get that faster than blood from a stone or a PM from Staples.

[Ojam]

Yes, PC Village is a Canadian authorized dealer, however they said they are not a Verbatim authorized dealer. The product was just an external hard drive and should be irrelevant.

It's perfectly relevant because just because a store is an Authorized dealer for one company does not mean they are for another.

[EmperorOfCanada]

It is completely fair to be PO'd if they don't live up to their PM policy IN ITS ENTIRETY (like if they say a dealer who is authorized isn't authorized which is where the thread started). But it is not fair to say that you don't agree with parts of the policy so they are unreasonable/unfair/etc, which is where these threads usually evolve to..

I'm really not sure why you are arguing with me.. What I quoted above is how I feel about it too, and I never said otherwise.

I dislike how they will pick a reason why they will not honor their policy, and once you prove they are wrong they move on to the next reason, and the next, or like in this case not really even bother giving an answer that makes sense at all or is an outright lie. (Assuming that it really IS an authorized dealer)

[EmperorOfCanada]

It's perfectly relevant because just because a store is an Authorized dealer for one company does not mean they are for another.

Agreed, authorized dealer means authorized dealer of the product in question.

[Kamloops]

I don't think any stores PM costco.

They are suppose to: From internal Memo

Costco – Although they don’t advertise, we consider Costco a key competitor that we don’t want to lose business to. We can apply the price guarantee to Costco prices. Keep in mind, they typically mark up their products 10% from cost. We usually match their prices or are within 10% of their prices, so there should not be a difference of more than 10%. If you encounter a price that is significantly different, take care of the Customer first. Then, send a note to the appropriate Category Manager and they will do some investigation and price modifications, if necessary.

[Kamloops]

Call corp office at 905-737-1147

Alessandra Saccal
Public Relations Manager
(905) 737-1147 ext. 2363
alessandra.saccal@staples.ca

Lesley Kisil Ciciretto
Public Relations Specialist
(905) 737-1147 ext. 2424
lesley.ciciretto@staples.ca

[JWL]

Agreed, authorized dealer means authorized dealer of the product in question.

+1.

Yet another case of the retailer following their stated policy and the buyer not liking/agreeing with a part of the retailer's stated policy.

They are suppose to: From internal Memo

Costco – Although they don’t advertise, we consider Costco a key competitor that we don’t want to lose business to. We can apply the price guarantee to Costco prices. Keep in mind, they typically mark up their products 10% from cost. We usually match their prices or are within 10% of their prices, so there should not be a difference of more than 10%. If you encounter a price that is significantly different, take care of the Customer first. Then, send a note to the appropriate Category Manager and they will do some investigation and price modifications, if necessary.

So you can try and hope the person you're dealing with read the memo, but if they refuse they are probably within their policy (depending on the circumstances) which only PM's ADVERTISED prices. Definition from their policy: "An advertisement is defined as a copy of a current dated advertisement, original register receipt, catalogue page or competitor web page." If it is something on their website you would need to add the 5% non-member premium plus shipping to get a comparable price.