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  Reply # 1848941 19-Aug-2017 19:50
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Steve isn't asking for them to do a favour or a special deal. They have advertised this and then are failing to follow thru with the advertised deal. Imo they need the book thrown at them. They have said many times in the past that you can match prices and get flybuys there so this is inexcusable.




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  Reply # 1848947 19-Aug-2017 20:02
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richms: Steve isn't asking for them to do a favour or a special deal. They have advertised this and then are failing to follow thru with the advertised deal. Imo they need the book thrown at them. They have said many times in the past that you can match prices and get flybuys there so this is inexcusable.


 

Exactly. Tomorrow I'll have a printer from another WS store.

 

There is nothing I want from them other than to fix up their incredibly broken price match claim which they've now declined me for on two occasions. I honestly can't care less about NL because I'll probably never buy anything from them again. As The Warehouse Group know consumer electronics is an incredibly competitive market with pretty slim margins and when there are plenty of other places willing to take my money there exists very little reason why I'd want to consider them for future purchases after two very poor customer service experiences the last two times I've tried to purchase things from them.

 

They make a big deal about their price match policy - yet it seems it's actually pretty worthless.

 

 

 

 

 

 

 

 


 
 
 
 


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  Reply # 1848953 19-Aug-2017 20:29
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sbiddle:

 

richms:

 

This is why we need amazon to come along and sort out the disaster of NZ retail. I look forward to seeing the for lease signs up when crap like this is the norm, not exception for pricing.

 

 

Exactly.. Especially the fact it seems they've put the everyday price of the printer up from $149 to $299 as well. What's the bet they have it on special soon down from $299 to $99 saying it's a $200 saving?

 

 

 

 

 

 

For those interested, there are quite clear rules about when they can claim savings and how much that saving can be. As a general rule, a product needs to be sold at a price in a reasonable number of stores for a period of 4-6 weeks to establish a price. Then, discounts can be taken and the saving claimed from that price.

 

In this example, my guess is that the full national retail price of the printer is $299. This will have been discounted to $149 (possibly claiming a $150 saving at that point). Then another discount (the 30%) was applied before original retail of $299 could be re-established (ie 4-6 weeks of selling it at $299 again) - meaning they could only claim the save based off of $149. It would be quite misleading to drop the price to $149 and then to $99 and say you were saving $200 - as it's really only saving another $50.

 

It's an interesting dynamic in the hi-lo pricing model. I can assure you that the teams who set this pricing try to be as careful as they can to get this right and try not to mislead anyone. That said, sometimes mistakes do happen.


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  Reply # 1848984 19-Aug-2017 21:13
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antonknee:

 

 

 

The short answer (in my opinion) is that NL staff are commissioned, and to sell that to you below the floor cost would have cost the salesperson money.

 

 

 

 

And this is the real answer in my book.

 

The sales person doesn't want to lose money just for being unfortunate enough to strike a price-matcher / PriceSpy whiz...

 

So they do the sales person squirm and try to get out of it.

 

 

 

I talked to a sales guy a few years back (outside of work hours) and he admitted to trying to get out of price matching all the time and thought it was an idiotic tactic from the head office that effectively taxed employees, making it harder for them to make a living. He said they were expected to sell attachments to make the sale profitable again, but typically, price-matching customers either didn't want their accessories as they could either find them elsewhere, or if they were tech savvy, probably had them already.


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  Reply # 1848987 19-Aug-2017 21:23
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I need to see if I can find my hidden pen camera again to record some of these BS sales interactions since otherwise they will just deny they said anything when complaining about it.




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  Reply # 1848996 19-Aug-2017 21:35
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Dunnersfella:

 

antonknee:

 

 

 

The short answer (in my opinion) is that NL staff are commissioned, and to sell that to you below the floor cost would have cost the salesperson money.

 

 

 

 

And this is the real answer in my book.

 

The sales person doesn't want to lose money just for being unfortunate enough to strike a price-matcher / PriceSpy whiz...

 

So they do the sales person squirm and try to get out of it.

 

 

 

I talked to a sales guy a few years back (outside of work hours) and he admitted to trying to get out of price matching all the time and thought it was an idiotic tactic from the head office that effectively taxed employees, making it harder for them to make a living. He said they were expected to sell attachments to make the sale profitable again, but typically, price-matching customers either didn't want their accessories as they could either find them elsewhere, or if they were tech savvy, probably had them already.

 

 

Yeah that is the downside to commission paid sales staff. There is very much a push towards everything you say.

 

Price promise is a great idea - but unfortunately it's hard to get the two to marry up and execute well (as this thread so clearly illustrates).

 

Warehouse Stationery staff are not commissioned and so this sort of activity doesn't effect their pay packets directly.




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  Reply # 1848998 19-Aug-2017 21:42
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antonknee:

 

 

 

For those interested, there are quite clear rules about when they can claim savings and how much that saving can be. As a general rule, a product needs to be sold at a price in a reasonable number of stores for a period of 4-6 weeks to establish a price. Then, discounts can be taken and the saving claimed from that price.

 

In this example, my guess is that the full national retail price of the printer is $299. This will have been discounted to $149 (possibly claiming a $150 saving at that point). Then another discount (the 30%) was applied before original retail of $299 could be re-established (ie 4-6 weeks of selling it at $299 again) - meaning they could only claim the save based off of $149. It would be quite misleading to drop the price to $149 and then to $99 and say you were saving $200 - as it's really only saving another $50.

 

It's an interesting dynamic in the hi-lo pricing model. I can assure you that the teams who set this pricing try to be as careful as they can to get this right and try not to mislead anyone. That said, sometimes mistakes do happen.

 

 

I'd forgotten about Pricespy - it's interesting to see that pricing history on there. It's something lots of retailers forget exists when they try and claim "specials".

 

 

 

]

 

 


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  Reply # 1849000 19-Aug-2017 21:54
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sbiddle:

 

 

 

I'd forgotten about Pricespy - it's interesting to see that pricing history on there. It's something lots of retailers forget exists when they try and claim "specials".

 

 

 

]

 

 

 

 

That's quite brilliant. I didn't know PriceSpy did that!


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  Reply # 1849001 19-Aug-2017 22:04
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I tried price match once few years ago. EB had PS3's on sale but big que at shop.

Went to Noel Leemings and got asked "Do EB have it in stock"? How am I suppose to know that until reach their counter.

Then conviently Noel Leemings doesn't have it in stock, and the one on the shelf is for display only.

Lined up at EB and got it from there in end

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  Reply # 1849026 19-Aug-2017 23:55
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From my experience, I think it largely depends on the amount of discount you get, and whether they will be making a loss or not. If they may make a loss, which in my case they probably would be as it was a product they were selling for $130, and another retailer was selling for $30, so they got out of it by saying they didn't have it in the store, it had to be ordered in via their online store.  But if they aren't going to make a loss, then they will likely match it, even when they don't have stock on hand in store and have to order it in, which they have also done for me. 

 

I was also told when I was trying to get them to price match a boxing day deal, they said they don't price match when the other store had limited quantity restrictions. I took this to mean that when they only had say 20 of a product in a store. But they told me it also meant if they only allowed one per customer.  That however isn't how I interpreted the term from their price match policy.  So it is all really open to interpretation,  which I don't think is right. The problem I think is that the terms are far to long and complex and open to too much interpretation. Where as WHS price policy is simple and short, which is ironic considering I believe it is owned by the same parent company. Other companies price match policies, such as Mitre 10 and Bunnings are also short and easy to understand. 


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  Reply # 1849063 20-Aug-2017 09:28
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sbiddle:

 

Is there anybody else out there who's ever had trouble with Noel Leeming and their price match offer?

 

I took my $1400 elsewhere after they refused to price match a washing machine from Harvey Norman earlier in the year in store. I complained via online chat and was told I'd get a phone call within a few hours to sort it out. Needless to say when I didn't had a call by the next day I went elsewhere to buy my washing machine.

 

Last weekend my printer died so I decided to buy a new one. There were a few deals this week incl the HP Officejet Pro which is $99 at Warehouse Stationary. I visited one of their stores this afternoon to buy one to be told they'd sold out but would have more stock in on Monday and I could use click and collect or buy it online to save coming back. It's annoying when there is no stock, but the customer service was good.

 

I then went next door to Noel Leeming and asked them to price match. Noel Leeming sell these printers for $299 (I'm unsure what the normal price is at Warehouse Stationary) and after hearing the guy say several times it was an amazing deal and then tell me it was way below cost he looked at the Warehouse Stationery site to verify and once again told me what a great deal it was and how it was well below their cost.

 

I then (potentially) made the mistake of saying it's great you've got them in stock because they won't have them back in until Monday and I want the new printer today. He immediately responded by saying they can't price match with products that are out of stock and that he couldn't sell it to me. Words were then said between is with me pretty much telling them how their policy was a sham.

 

Before I say anything else it's entirely fare that a price match policy has such a condition in it - during the boxing day sales it's common for retailers to run out stock in limited numbers and expecting a store to price match something when a competitor has run out of when the competitor has something $1000 off and the distributor would only supply them 5 per store is totally reasonable.

 

The problem is that Noel Leeming's policy doesn't say that.

 

 

5. Price Promise applies only to regular, in-stock product offered for sale from a New Zealand retail home appliance dealer. Excludes trade quotes, stock liquidations and commercial quantities and parallel imported products. All New Zealand retailer website product offers will be considered where the product is the same. 

 

 

I could have purchased that printer online and paid $99. The product is not out of stock anywhere except the local store who will have more back in on Monday.

 

Upon getting home I also discovered something more interesting - last weekend while looking for printers I'd left some tabs open on this desktop PC which doesn't get a lot of use and only realised as I was closing them that Noel Leeming last weekend had the very same printer on special for $104 with 30% off.

 

Click to see full size

 

I wonder why Noel Leeming are now selling something for $299 when their price last week before their special was only $149?

 

I know there is a Noel Leeming employee on here but I'd just wondering if there is anybody higher up the food chain that's interested in dealing with the incredibly poor customer service from the staff and their interpretation of the policy, along with also explaining why there is such discrepancies in their pricing.

 

 

 

 

 

 

 

 

 

 

 

 

In the past I could get camera deals for 20% off fr NL. Or so I thought.

 

So I followed this $4999 camera, knowing in 2 weeks it's easter and 20% off. Easter comes around, and it's $5999 + 20% off. 

 

Since then I've been following prices coming into their 20% off, and a few items I've followed would drop off their website when the 20% off comes up - fair enough, although if they are in the local store I believe you should still get them at 20% off.

 

But it's all a sham.


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  Reply # 1849073 20-Aug-2017 10:02
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sbiddle:

 

richms:

 

This is why we need amazon to come along and sort out the disaster of NZ retail. I look forward to seeing the for lease signs up when crap like this is the norm, not exception for pricing.

 

 

Exactly.. Especially the fact it seems they've put the everyday price of the printer up from $149 to $299 as well. What's the bet they have it on special soon down from $299 to $99 saying it's a $200 saving?

 

 

I'm sure their plans to buy MightyApe will proceed nicely...





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  Reply # 1849082 20-Aug-2017 10:09
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Our local NL is good. I went in with an really good price match request. This was for an $899 product  which was being sold by just one competitor for $450. 

 

When I asked how they can do this, he said they have no choice they have been ordered by management to honour price matches which comply with T&C. 

 

 


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  Reply # 1849096 20-Aug-2017 10:42
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sbiddle:

 

sxz:

 

sbiddle:

 

 

 

The problem is that Noel Leeming's policy doesn't say that.

 

 

5. Price Promise applies only to regular, in-stock product offered for sale from a New Zealand retail home appliance dealer. Excludes trade quotes, stock liquidations and commercial quantities and parallel imported products. All New Zealand retailer website product offers will be considered where the product is the same. 

 

 

 

 

 

 

 

Um - they do say exactly that?

 

NL have always been good to me.  They price matched a TV over Christmas and saved me about $400.  No questions asked.  Then when I got home and realised that NL had advertised it as having a feature it didn't have (dual tuners), they upgraded me to the next model, again, no questions asked.  

 

 

The product is available in store at multiple other Warehouse stationery stores nearby which they could have confirmed by ringing (I did before I went into NL but simply didn't want to waste time driving to another WS store when I was right next to a NL). By all means this makes the product in stock.

 

The product is also available online for purchase with stock which does not make it out of stock. They also say they'll consider website offers, so once again that covers the WS website.

 

 

 

 

 

 

True that.  Sounds like more of an employee/manager not following their own policy properly?  I've only done price match once - but there was no interrogation at all.  They just checked the competitors website, and honoured the price match straight away.  


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  Reply # 1849115 20-Aug-2017 11:04
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Not noel leemings but harvery normans just a couple of days ago.

 

They had a laptop i wanted for $1754 online, over in HN in AU they had it listed for $2499AU normally price in nz was $2699.

 

Went in to test out a few things (like if it would charge off my battery pack etc).  It did so told them I would take it.  Guy starts doing up the invoice etc and said it was on special for $2299 on their computer system, I said well online its $1754 so then he said "oh we can't sell it for that"  Told him to talk to his manager he did and got it for that price, but the sales guy was like "this is 25% below our cost" then he was pushing the warranty sales hard.

 

 

 

Still showing the same price online with the "35% off" 

 

I do feel sorry for some of the sales people on sales commission, it must make things hard sometimes when head office cuts prices so much.

 

However if the laptop was not 1754 I would not have even gone to the store.


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