Lowe's Informative - Price Match Guarantee Is A Fraud
DAVIE, FLORIDA -- I recently visited a Lowe’s store to purchase a Dewalt 18V jigsaw kit. Home Depot sells this item for $249. When making my purchase at Lowe’s I requested a price match. I was told that the Lowe’s store was closing, that it were too late to call. There is Home Depot stores in the area open 24 hours. It would never really be too late to call a Home Depot.
I cam back to Lowe’s the next day. I was aware that although the price difference was only $10 that under the posted low price guarantee I was eligible for another 10% off. What I wasn’t prepared for was the resistance to enforcing your own posted low price guarantee. I feel wholeheartedly that every step along the way Lowe’s had no real intention to stand behind this guarantee.
Upon entering the store I encountered the same cashier that assisted me the night earlier. I followed her to the customer service desk where she asked me if I had proof of Home Depot’s price. I reminded her that one night earlier she offered to call them to verify the price. She replied that she didn’t have the phone number for Home Depot. She also claimed not to have a phone book.
I happened to remember the phone number for the local Home Depot store, but was then requested to call myself. The Lowe’s cashier claimed that Home Depot screens their calls and just wouldn’t answer the phone for anyone calling from Lowe’s. I stood at the customer service desk and called from my mobile phone.
Three stores later I was finally able to find an available Home Depot associate from the tool department. I inquired about the item and its respective price. I also asked to confirm the mfr model number and UPC code. Before ending the call I told the Home Depot associate that I wanted him to give my friend the prices, that she didn’t believe me. At that time I handed my mobile phone over the Lowe’s cashier whom proceeded to verify the same information.
Although the information had just been verified she proceeded to call an associate from the tool department. She asked him to confirm it were the exact same item, same UPC code etc. We walked to the tool department computer. He confirmed it were the same. I walked all the way back to the customer service desk.
The casher requested my receipt and after a few keystrokes asked for my credit card. Before handing over my card I inquired why it were a charge for $237.55 as opposed to a credit for the difference $36.99. (amounts include sales tax). She told me that I first needed to pay for the item at the new price and then she would refund the original price paid, $274.54.
One problem… my original payment was a gift card. If I were going to pay then get refunded, I would end up with a credit card bill for $237 and anther gift card for $274, as opposed to a gift card for the difference of $36.
I requested her to do the transaction in the other order. She refused. I asked for a manager. The manager on duty, assistant manager on duty, and cashier all convened in the managers office at the front of the store. After about five minutes the cashier returned and proceeded to do it the way I requested. She refunded me a gift card for $274 and let me pay $237 leaving me a gift card balance of $36.
This entire process had taken nearly 90 minutes. Every step along the way unexpected barricades were placed in my way. Everyone, as they say, “dragged their feet.” If it were not your intention to stand behind such guarantee you should offer one. In fact, I believe that such avoidance is commonplace, that Lowe’s advertises a low price guarantee that they systematically avoid standing behind. This constitutes false advertising & consumer fraud.