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73 posts

Master Geek
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Topic # 9488 22-Sep-2006 07:40
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In Saturdays NZ Herald 16/9 I saw a Bond and Bond ad for the Sony KLV32S200A at $2209. Crikey, I thought, that’s a good price!

I then remembered that Noel Leeming have the ‘Price Promise’ promotion which goes like this:

FIND ANY IDENTICAL PRODUCT WE SELL AT A LOWER PRICE LOCALLY AND WE PROMISE TO MATCH THAT PRICE, DOWN TO THE LAST CENT AND GIVE YOU FLY BUYS

Terms & Conditions:
· Must be within 7 days of purchasing the product (or price of product advertised at competitor within last 7 days)
· Product compared must be in stock
· Must be the same new-boxed product, make and model
· Must be from a local retail home appliance dealer – excludes manufacturers clearances, stock liquidations, ex-demo models, trade offers, trade-in offers or parallel imported product
· Local = acknowledged home appliance retailers which operate within a 10km radius of the store presented with the Price Promise
· Internet-only retailers will be excluded (ie. Appliance retailer websites will be matched).

Great I thought, I’d buy the TV from Noel Leeming and use my BNZ Mastercard Goldcard and get Airpoints and collect Flybuys. Great deal all round.

On 19/9 I enter the Wairau Park Noel Leeming store and tell to salesman that I would like to buy the Sony KLV32S200A and take advantage of your Price Promise offer and let you match the Bond and Bond price and I’ll collect my Flybuys, Thanks very much.

After much muttering and checking of the computer screen. The response was sorry, we can’t match that price, it’s too cheap. They’ve made a mistake. Go to Bond and Bond and buy it.

But what about the Price Promise?
We’re not matching that price, we’d only make 2% on the sale.

Off I go across the road to Bond and Bond and low and behold is the Sony marked clearly at $2209. Speak to the sales consultant, yes good price on the Sony, no we don’t have any stock but I can order in for you and we’ll honour the $2209 price. Promotion ends today.

I didn’t buy the TV. Instead I went home and sent an email to Noel Leeming Customer Care.

To whom it may concern:

I went to the Wairau Park store to purchase a Sony KLV32S200A LCD TV. This TV was being promoted by Bond and Bond @ $2209 on sale between 16/9 and 19/9, as advertised in the Saturday Herald 16/9/06.

I asked staff to 'Price Promise' and match the Bond and Bond price on the TV so I could purchase from Noel Leeming and earn FlyBuys.

They refused and told me to go to Bond and Bond to buy it.

The Bond and Bond price comparison met all the criteria as stated in your Price Promise yet the staff refused to make the sale.

You allow 7 days for a Price Promise purchase and I would like to purchase this TV from Noel Leeming in accordance with the offer you promote.

Please advise me which store is willing to honour your Price Promise offer.


I got an acknowledgement in response:

Thank you for your letter regarding price promise.

We take complaints very seriously and your letter has been forwarded to the
appropriate person to investigate the matter.

If you have not already been contacted, you can expect to hear from
somebody within five days of the date of this letter.

Thank you for taking the time to alert us of this matter.


On 20/9 I called the Customer Care line and spoke to a person and described what had happened. She was very helpful and acknowledged the complaint. She was going to call the store and sort out the issue.

Get a call back and no problem sir, call into the store and ask for XXX and you can make your purchase and of course we’ll honour our Price Promise.

Return to Noel Leeming ask for XXX and explain that I had spoken to YYY who had told me to return and purchase the TV under Price the Promise offer.

“Yes I got the call but we can’t sell the TV at that price it’s too cheap. Bond and Bond have made a mistake and we won’t match that price. In fact they had a small sign to say that they had made a mistake in their advertising. We will sell the TV for $2309’’

‘Really? I went to the store and the TV was clearly marked with $2209, the Herald Ad says $2209, the pdf they had on their website says $2209 and there sales staff say the TV is being sold at $2209 and there was no disclaimer notice”

Now I was angry. I got home and called Bond and Bond to confirm the price, which they did. I also sent another email off to Customer Care:

Dear XXX

I contacted XXX on the customer service line with regard to my complaint
on the Wairau Store not wishing to honour the Price Promise as promoted by
Noel Leeming. She was quick to acknowledge the complaint and very proactive
to find out why the store was not complying with the Price Promise as
advertised.

XXX called me back and told me that she had spoken to XXX and that
Noel Leeming Wairau Park would match the Bond and Bond price. All I had to
do was call in and ask for XXX and I could complete the purchase.

Tonight I called into the store only to be told by XXX that they
would not match the price of Bond and Bond. He told me that Bond and Bond
had mistakenly priced the TV and they were not going to match the price. He
further said that the Bond and Bond store had put up a small sign to say
that the price was incorrect.

I believe this is not true as I visited the Wairau Park Bond and Bond store
on the 19th and the TV was clearly marked with the $2209 price and this
priced was confirmed by the Bond and Bond sales consultant, XXX. Further
to this I called the Wairau Park Bond and Bond store (XXX, ) today to
confirm the previous price, which they did. They acknowledged it was a very
good price and was only available for the promotional period, which is now
over as it expired at the close of business on the 19th.

What I can't believe is I was refused service twice and lied to; to avoid
meeting your own promotional promise. That is inexcusable. Please remember I
am not haggling over a price but am responding to your advertising to win my
business. To be treated by a national retailer in this manner is
disgraceful.


What if I’m wrong? Send email off to Bond and Bond Customer Service to confirm price:

In regards to your enquiry earlier about a Sony KLV32S200A that was for sale for $2209 it has been confirmed by the marketing department that it was advertised at that price and I have been given a copy of the advert. Let me know if I can help any further as you did not explain why you wanted to know

OK here comes the funny part. My Noel Leeming and Bond and Bond emails are going to the same person. Yes the original complaint and follow up complaint email went to the person who responded to my Bond and Bond enquiry to confirm the price. There is one Customer Service for both companies, as they are both owned by the same parent company.

Guess where the Customer Care centre is based? 7 Link Drive Wairau Park.

Here’s the thing. I wasn’t haggling about price. I was responding to Noel Leemings advertising to win my business. I have never had a consumer experience like this before. I have now passed the angry stage and am well into farcical disbelief.

I won’t be buying a TV or anything from Noel Leeming ever and I hope by sharing this, that others may make the same decision.

[Moderator edit (tonyhughes): Relevant title]

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  Reply # 46611 22-Sep-2006 07:47
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you can even escalate this to Commerce Commission for "Retailer false advertising". And write back to the customer services again (the Noel Leeming one) and say that you will escalate this issue to Commerce Commission for false advertising.




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  Reply # 46615 22-Sep-2006 08:48
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G'day Disgrunt,

  What a hoot ... you have to laugh else you would cry, huh?  All that over $100 when Leemings could have made a sale instead of having stock stay on their floor.

Ironically, I found Bond & Bond's similar "Price Promise" worked fine in my favour a couple years back when I bought a digital camera.  After finding an online 'parallel import' price I went to Bond & Bond with the evidence ( their conditions exclude this thesedays) and sure enough they stumped up at the significantly reduced price ... and I was impressed to buy a couple other items from them at the same time !!


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  Reply # 46616 22-Sep-2006 08:56
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Yeah, don't give up on the ComCom. Ihug got fined for false advertising for instance.




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Ultimate Geek

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  Reply # 46618 22-Sep-2006 09:04
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get to 10 posts then write a blog. That way google will index it so people can see what they do when they search them :)

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Reply # 46619 22-Sep-2006 09:12
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You guys shouldn't use blogs only for complaining. Although companies do take action (sometimes), it's also about sharing ideas, provoking action, and more...

As for the OP. Yes, that story is bad. What a bunch of cowboys. You should lodge a formal complain to the Commerce Commision for false advertising.






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  Reply # 46620 22-Sep-2006 10:17
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Send an email off to the Commerce Commision regardless. They have details on their site and while you may not hear back immediately they do look at every email sent and investigate those they believe are worthy.



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Master Geek
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  Reply # 46625 22-Sep-2006 12:20
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I have submitted a formal false/misleading advertising complaint to the Commerce Commission.
Feedback on my post suggests this is not a unique situation and NL treatment of customers is not stellar by any regard.
Will keep you posted on the outcome.



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Reply # 46626 22-Sep-2006 12:49
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Good move. You should direct Fair Go to this thread (since it is all explained here), and ask them to give a plug for Geekzone during the programme too...






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Reply # 46629 22-Sep-2006 13:42
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Terms & Conditions:
· Must be within 7 days of purchasing the product (or price of product advertised at competitor within last 7 days)
· Product compared must be in stock
· Must be the same new-boxed product, make and model
· Must be from a local retail home appliance dealer – excludes manufacturers clearances, stock liquidations, ex-demo models, trade offers, trade-in offers or parallel imported product
· Local = acknowledged home appliance retailers which operate within a 10km radius of the store presented with the Price Promise
· Internet-only retailers will be excluded (ie. Appliance retailer websites will be matched).



I think you will find here lies the problem, as you stated yourself under the T&C's, point 2. Correct me if i am wrong but does that mean, in this case Bond and Bond must have stock of the item, and in this case seeing they didnt they are not required to price match?. Also Bond and Bond and Noel Leeming are of the same company are they not? I'm not sure if this is still the case but I have been under the impression that their computer systems are linked and 'perhaps' they could see Bond and Bond had no stock of this item?

Just my thoughts anyway.







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Ultimate Geek

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  Reply # 46635 22-Sep-2006 14:38
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Surely there is more than 1 bond and bond set up near him anyway. I do find it strange how one devision of their company can sell it for that price, but not the other??? Surely they have the same suppliers/supply lines?



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Master Geek
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  Reply # 46636 22-Sep-2006 14:38
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No stock was never the issue. It was about price.
If that particular B&B store did not have stock it would of just been a matter moving onto the next one.
And they did have a display model which you could argue is stock(?)
The B&B promotion ended on the 19th, according to the Price Promise Promotion I still have to the 26/9 to advantage of the Price Promise.

I take your point about the stock holding and if they had stated that as the reason on the day, no problem, but that was never put forward as the reason they refused to price match on the TV.

Maybe I'll try my luck at the Albany Mega Centre!

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  Reply # 46649 22-Sep-2006 18:55
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freitasm: Good move. You should direct Fair Go to this thread (since it is all explained here), and ask them to give a plug for Geekzone during the programme too...


I doubt that the complainant would get much of a result out of moaning to state television.

In my opinion, the Commerce Commission and Consumers' Institute are much better channels to go through. As well as having their own magazine, I think the Consumers' Institute have a regular section in the Sunday Star Times, so Noel Leeming could potentially get a lot of bad publicity out of that.

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  Reply # 46693 23-Sep-2006 18:45
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I really sympathise with ya. They are able to check on each others stocks and to the best of my knowledege yes it does have to be in stock at the competitors place. I wouldnt go as far as calling it false adversing just a sales consultant who was not willing to make the sale coz he saw no profit in it. I've had friends who have had stuff matched so it may just be this once. I'de say if it happened often then yeah. Most probably the person you spke to initially.

Buts that me..........



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Master Geek
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  Reply # 46755 25-Sep-2006 07:44
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Update:

Late Friday afternoon I received 2 phone calls. The first from the Commerce Commission, to advise that my complaint was enough to be considered at their next meeting, for further investigation.

The 2nd was from the Manager of the Wairau Park NL store. He had just been brought up to date with my 2nd email complaint and rang to apologise and was upfront that the whole incident had not been handled appropriately.

This was put down to mis-communication between Customer Care and the store and that not all staff understood the Price Promise policy.

I believe his apology was genuine and that he was somewhat exasperated by his staffs performance.

NL would of course match the price and offered up double FlyBuys and free delivery if I still wished to purchase.

This whole incident has taken some of the joy out of buying a new TV, having been shown the door twice at the store.

I hope my post at the various forums has shown that you don't have to tolerate inexcusable service. I am in the service industry and if you don't respect your customers, you will never earn their business.

Happy shopping.

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Ultimate Geek

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  Reply # 46771 25-Sep-2006 09:41

disgruntledconsumer: Happy shopping.


But not in Noel Leeming. Never ever. :)


Anyway nice and interesting story!




I is a kollege stoodent. Bee nice.

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