Ethics of Price Promises

team teri on 27/10/2015 - 21:50

I bought some items from Masters. They were on special for $79 instead of $96. Similar items but different brand (so no price match) cost $79 at Bunnings usually. Using the typical 10% off and Wish gift cards I paid effectively only $67.50 each. I bought 6 of them.

Now the same item is in the catalogue for $65. Reduced by 10% (THANKYOU10) and wish gift cards that would effectively be $55.50. For all 6 the difference adds up to $72.

Masters has a price promise that extends to 30 days after purchase. I am just over, I picked the items up 33 days ago. Bummer, I thought at first.

But: Masters also has a returns policy. Unopened items with receipt will be accepted for a refund. It does not specify a time limit. I could now return the items and re-purchase them at the lower price.

I think odds are pretty good that if I chat with them and tell them what would happen they would make an exception to the 30 day limit and just refund the difference without making it necessary for me to actually take the products back.

What would you do, vote in the poll:

Poll Options

  • 5
    Let go of it: accept that I paid too much and move on with my life
  • 3
    Chat with Masters. If they don't refund the difference just let it be.
  • 24
    Chat with Masters. If they don't refund: return items and re-purchase.
General Discussion

Related Stores

Masters Home Improvement
Masters Home Improvement

Comments

  • charzy on 27/10/2015 - 22:04
    +1

    Money is money. If you can make money by saving money, why not?
    Doesn't matter how you do it, as long as it's legal.

  • kenm on 27/10/2015 - 22:27

    Where's the option to simply return the unopened items and buy them again using the discount? Seems like less can go wrong that way, you don't want to get the overzealous store manager who won't accept your return once you say what you're up to.

    • kenm on 27/10/2015 - 22:29

      Also, it might be easier/safer for the store employees to process a return and then process a purchase at a discount than to issue a refund of the difference and then explain that anomaly. Particularly if they don't "know" why you're returning the item.

    • team teri on 27/10/2015 - 23:02

      I bought from Masters online, so first port of call would be there. I don't expect they will talk to the store at all no matter what I say on the phone or write in a chat.

      Going to the store afterwards if the online people don't want to refund the difference is still an option without aggravating anyone.

  • holdenmg on 28/10/2015 - 06:21
    +3

    "Masters also has a returns policy. Unopened items with receipt will be accepted for a refund. It does not specify a time limit."

    Only limited by the amount of time Masters survives in business. lol

  • spackbace on 28/10/2015 - 11:18

    https://www.masters.com.au/diy-projects-ideas/support-help/r…

    For all returns please approach the Returns Desk located at the front of every Masters Store.

    Regardless of the fact you bought it online, just take it in-store and re-purchase it. Bear in mind they might refund you in the same form as you purchased (ie with gift card/s), just make sure you can use it online if you want to take advantage of the next 10% off deal!

    We will give you a refund where you have changed your mind providing you return the Product to us unopened in its original packaging with your Proof of Purchase.

    Change of mind exceptions

    We will not give you a refund or exchange where you have changed your mind for:

    Custom made products (for example kitchen cabinets or plantation shutters)
    Any product/s specifically cut to size at your request (For example timber or carpet)
    Tinted Paint
    Any product that has been installed or assembled by Masters Installation Pty Ltd.

    • team teri on 28/10/2015 - 11:23

      I might have to do that. I just chatted to them online. They stuck with the 30 day price promise - no extension, no refund of difference.

      They also claim that 'change of mind' returns are limited to 30 days, but were surprised that their website does not say so (I asked for a link and they failed to find one).

      They suggested that I try in store. Whether a return is accepted or not depends on the store manager.

      In my case: the items are fairly big. Is it worth my time loading up the trailer and taking them back?

      • spackbace on 28/10/2015 - 11:29

        The problem with your savings is that the Masters code doesn't start for 5 days… That's a while for the product to go back up in price! You likely won't be able to buy discounted wish cards, if they choose to refund you in gift cards or store credit… after all, this is a change of mind thing, they can choose how to refund you it's not your choice!

        So effectively you paid $2.50 each more than the sale price, $15 all up. If none of the discounts pan out, you could only potentially be saving $15, in which case I would say it's not worth it (personally) if they're bulky items.

        • team teri on 28/10/2015 - 11:36

          THANKYOU10 is active now.

          For me the reason to chicken out is that it depends on the store manager. If that person insists that the time limit for a return is 30 days I would have to go via consumer protection or ACCC to make the case that their website was misleading by omitting that important detail.

          There were times when I would have done that just to prove a point, but right now I am simply too busy. That's what those big retailers with all their unkept promises are banking on: most people are too busy to enforce their rights…

        • spackbace on 28/10/2015 - 11:41

          @team teri:

          THANKYOU10 is active now.

          Ah so it is

          That's what those big retailers with all their unkept promises are banking on: most people are too busy to enforce their rights…

          Not really, different retailers have different sales. Look at Dick Smith, prices change every day. Buy today, it could be cheaper tomorrow, it might not be! It's a chance you have to take.

          I work in automotive sales, prices change monthly as manufacturer bonuses change monthly. Miss last months price, there's a good chance we can't repeat it the following month.

          Yours wasn't a matter of a big retailer breaking a promise, it's just a matter of you purchasing at a time when you thought it was the cheapest. Turns out it wasn't. You didn't get a win in this situation but I'm sure you've had other wins before.
          Hell I wonder how many people walking into Masters today, wouldn't know they could get a further 10% off!

        • Ughhh on 29/10/2015 - 12:38

          @team teri:

          They also claim that 'change of mind' returns are limited to 30 days, but were surprised that their website does not say so (I asked for a link and they failed to find one).

          You should argue that because it doesn't state a time frame, you have the right to return it 5 years later for change of mind.

  • team teri on 29/10/2015 - 18:07
    +2

    Well, so here's an update. I went to the store to pick up a different click and collect order. I had my invoice from September with me and pointed to the price difference compared to the current catalogue. At first: oh, sorry, you are past the 30 days. So I asked about perhaps returning for a refund and re-purchasing. After a quick phone call (perhaps with the store manager) I was issued a refund of $36.

    No explanation as to how that number was arrived at, but it was easy enough to work out: they refunded the old price that was discounted by 10% and charged the current price without discount. Since I don't have a voucher for an in-store discount now that kind of makes sense. Overall I am impressed by how the in-store people handled this situation. Very friendly and professional at all times. Less impressed by the online people I had a chat with.

    In general that confirms my overall impression: things in the stores are improving. Staff are extremely friendly and more and more of them are now competent to actually help. Head office still seems to be chaotic in comparison. Orders stuck for days in the system before they get released to the store. Refunds for price matches taking close to a week, etc…

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