Anyone else been faced with a “Price Match guarantee” brush off by Dan Murphy’s staff?

[Fenoglio]

Executive summary of my recent experience – a store manager and two contact people on the DM customer support phone line tried to brush me off on a policy that DM make a major sales point of – the “Price match guarantee” . They all claimed the price matching "only applies to bricks and mortar stores within a 10km radius", in direct contradiction of what the DM policy actually says. I will attach a more detailed description of events for anyone who might be interested.

I cannot believe that this is collective ignorance, it must be a policy designed to deter all but those who are actually willing to make a fuss. I had naively expected better than this kind of shonky behaviour of Dan’s. The Woolworth group has really trashed what was a great independent business. Anyone else had similar experiences?

 

[mannej]

Can you please provide a tl:dr version on here?

 

[tielec]

Looks like they eventually corrected their mistake, which is also quite surprising. Frustrating for sure, but in the end it looks like you won. I've never even exercised the lowest price guarantee, but I've never had problems with DMS in other areas.

 

[Fenoglio]

Can you please provide a tl:dr version on here?

Apologies mannej - new to this. Does your reply mean that you want me to post the full story on this page, rather than as an attachment?

 

[blackcat20]

Apologies mannej - new to this. Does your reply mean that you want me to post the full story on this page, rather than as an attachment?

They're asking for an abbreviated summary.

 

[TomVexille]

Interestingly they appear to have included the 10km radius in the policy

 

[Fenoglio]

Dan Murphy's policy says price matching applies to prices quoted by online stores, store manager and two customer service guys deny this.

 

[mannej]

Not everyone is happy to open a random attachment (or able to on some platforms) hence the request for an abbreviated version.

 

[Fenoglio]

OK mannej, short (full version) follows

A week and a half ago I fronted the DM store in Kirwan with a print out of a current price at an online store for substantially less than the DM in store price. The store manager refused claiming that “the guarantee only applies to bricks and mortar stores within 10km of this”. I then wrote to DM customer support, and the email response was again that price match doesn’t apply to online stores. I then rang the DM support number and initially got exactly same story, but this was retracted when I got the guy to actually read the DM guarantee. Yes, they were then prepared to match the competitor’s price. Not satisfied, I demanded to speak to his manager, and eventually got the predictable grovelling apologies, stuff about staff not being up-to-speed etc etc and a slightly better but inadequate price offer.

Considering the fuss that DM make about their “Price match guarantee”, I can only conclude that what I faced is company policy.