So I bought some furniture from HN yesterday...

browser on 04/09/2011 - 18:19

…bed and mattress, seems to be a reasonable discount at the time because I didn't realise their sticker price was a lot higher than other shops' normal price (as it turns out their discounted price is still more expensive).

It's not a huge amount, might be $50-$80 cheaper (over a $1200 purchase) if I had done my homework. But feeling cheated by their inflated price nonetheless.

The thing is I didn't think it's "practical" to google furniture prices (unlike electronic goods) but I tried just now and got a couple of matches straightaway (both places are cheaper).

This is probably an unacceptable behavior as an OZB member. :)

So I have done some research and found so called "best price guarantee": http://www.harveynorman.com.au/page/1255511667120/best-price…

Apparently price match is possible within 7 days of purchase, but there is a long list of conditions and it is at the discretion of the franchisee. No doubt I will be calling them tomorrow, but I wonder what are my chances of succeeding. I only paid $200 deposit (balanced to be paid prior to warehouse pickup), not sure if they will refund in full as the invoice clearly states that no change of mind refund and cancellation fees apply.

Any one dealt with HN in a similar situation lately?

General Discussion

Comments

  • grasstown on 04/09/2011 - 19:54

    i didnt see anything about franchisee discretion, though i just skimmed it. im pretty sure there wasnt a condition on discretion.

    i dont know how reasonable they are, but they are assuring customers that they have the best price, and they are guaranteeing it. to me it is more than a price match policy, it is a "best price guarantee". by the very nature of a best price guarantee, the customer should not need to look at competitors, harvey norman is guaranteeing it. a consumer is justified in believing that they are getting the best price and that they dont have to check for themselves. otherwise they shouldnt claim it.

    • browser on 05/09/2011 - 00:02

      One of the condition is "local retail competitor", to me local means within Sydney metro even though they may argue otherwise. So it's a bit open ended.

    • ESEMCE on 05/09/2011 - 08:14

      I've been refused a price match "guarantee" at HN. Despite the store I was matching:
      1) having stock
      2) being in the same city
      3) being open
      4) confirming all of the above by answering the phone
      The only reason I went to HN was because it's a 2 minute walk as opposed to a 10 minute drive!

      Apparently the competitors price was "lower than HN cost price".

      • insular on 05/09/2011 - 15:11

        that is illegal, in those instances you should have reported to dept. of fair trading. get details of who you spoke to in the form of a business card, let him/her know that it is against the law and indicate you will be reporting it. see the reaction, it's amazing.

        it's a case of sales staff trying to weasel out of the company policy on pricematching despite australia law stating they must honour it. make hell for them, don't let them get away with it!

        • andy19363 on 05/09/2011 - 15:25

          despite australia law stating they must honour it.

          Which law is that then?

          just out of interest….

  • Cheeper on 04/09/2011 - 22:34

    I got a price guarantee refund on an electrical item a few months ago.
    Salesman was good and agreed to the refund.
    Only problem is that they would not do it unless you came to the store. They would not credit it to my card I paid with unless I was in the store.

    • browser on 05/09/2011 - 00:08

      Good to hear they honoured the price guarantee.

      I still have a balance payment (only paid about 20% deposit), so hopefully they will just credit towards the balance.

      If they are trying to be nasty, I will push for refund. I hope the sales guy can understand making less money is better than making no money at all.

  • Geewhizz on 05/09/2011 - 07:19
    +1

    I think you have more chance of getting the price reduction if you haven't already given them all your money. Givne that they advertise a price guarantee, it wouldn't be an unreasonable request, I wouldn't have thought.

  • browser on 05/09/2011 - 18:33

    Update…manager calling the shots is on RDO until later in the week, I hope they are not BS around trying to drag it over 7 days.

    I wonder if I should send them an email just so that I get an automated response to acknowledge the request. Not knowing how HN works not sure if such email will actually work against anything.

    • Cheeper on 06/09/2011 - 08:13

      Record the date and name of the person you tried to claim the price guarantee with so you will be covered for requesting it within the required time.

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