The Good Guys Moorabbin Store and Their Customer Care Bad Experience with Price Match Policy

I bought a Samsung 8 series television online from thegoodguys store and picked it up from Moorabbin store. At the time of purchase i inquired about price guarantee and they said if the price goes down within 30 days and if it is exactly same model and everything else is same as is, then they would beat the difference by 120%. I happily left the store with my television. Few days later I found the same television cheaper by $260 and also includes free shipping worth $50 and everything was exactly the same.

I rang thegoodguys store and requested to match it and emailed their customer care as well, but no response. In order to make you go away the store would put you on hold for longer and longer time just to make you end the call. The customer care would not respond to the emails for days sometimes upto 10 days.

The store would answer the call and put through to manager immediately only if it is involving sales rest they will deliberately hold other customers just to make them give up.

One day i decided to wait as much time as possible and the store manager would simply say, they are brick and mortar store and we can't match it and they can't take my return and would not allow me to buy it from another store as well. If it still ask them for return, then would charge 20% restocking fee which is not listed on their website and neither whatever they tell orally.

Emailed ACCC about all these and awaiting for reply.

Mean while if you ever had such an experience how would you deal with it? Please advise.

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Comments

  • +4

    Who was the company/business offering the lower price? GG will only price beat businesses specifically listed as their 'approved retailers' on their website.

    • Appliance Central was having it for $1135 exactly same model, Australian Stock +Free Shipping to your door.

      • +11

        Unfortunately for you they've done their T&C's well to cover themselves against claims. Appliance Central is not one of their listed competitors found here: https://www.thegoodguys.com.au/pay-less#termsconditionpayles…

        The only eligible companies other than their competitor list need to be a bricks and mortar store located within 30km of the location you made your purchase.

      • +12

        Appliance Central are not on the list, so GG will not price match/guarantee. They are following their policy, so not sure what the issue is.

        Also you state above that you purchased the item online for store collection, and seem to have enquired about the terms of the price guarantee at the collection point. Regardless of what may or may not have been said at the collection point, the terms and conditions of your contract with GG were set when you purchased the product online, including the quite clear price guarantee policy which is set out on the website.

        Why would you expect a business to refund your purchase so you can buy it cheaper elsewhere (not to mention them being stuck with a returned product)?

  • +1

    Have you checked out the T&C's for their price match policy? Without discounting what sounds like a frustrating experience for you, ultimately it's a voluntary policy that may have some hefty exclusions/exceptions?

    • Well, at the time of purchase the oral information was different and when i found the price, the story was different. I requested store just match it and I am not interested in 120% difference or if you believe you can't match it, then please take a return same as the original condition and I can buy it from other store. I will not allow me do that. Not sure why?

      • +2

        oral information

        To be fair, you can not expect them to regurgitate the full T&Cs to you.

        Yes, it probably would've been prudent to refer you to check them online, but you would be naive to think that with a price match policy there would be no further terms that would be worth further investigation.

      • I always remember the line in ST-TNG, when Fajo says to Data after kidnapping him, 'you belong in Starfleet as much as I belong in a verbal contract.' Fajo, for reference was a shady, corrupt criminal art collector, and he also was undeniably incorrect about Data, but he was absolutely correct about himself and the very critical limitations of verbal contracts.

        The lesson here; never, ever rely on anything verbal if you think you'll need to use it in the future, b/c as has pointed out by other OzB's, TGG have in their written T&C's the limitations of their policy.

        Edit; I'm not inferring that TGG store in question or the TGG in general are shady or corrupt, just the idea that it's unwise to rely on what people tell you to be accurate or even applicable to be relied upon later.

        • A misattributed Goldwynism - "A verbal contract isn't worth the paper it's written on".

          Whatever the store guy told you, you are bound by the written T&Cs unless you can prove that is what he said. Maybe a salutory lesson for all the store people out there to include the rider "as per what is in our T&Cs on the website".

          There has to be limits on what they will accept for price match or people would be trying to hold them to dodgy online stores in China.

        • -4

          They are shady and corrupt, thats why The "Good" guy moniker has become a laughing stock, and its actually the bad guys nowdays.

        • @garetz: I’ve had some bad experiences with a few retailers I’d not shop with again. I’m guessing it’s that way for you with TGG?

        • +1

          @Jawanzar: Sure i would buy everyday things that cost less than $100, but i wouldnt buy a tv from them.

  • Appliance Central was offering the same Tele, same model, Australian stock with 1-3 days free shipping to door for $1135.00

    Well, when i bought and inquired about price guarantee they did not say that, but later when asked for price guarantee they provided a small list with half of them not selling televisions (Example : Officeworks). I politely requested them I am happy to return the television as is and would buy it from another place.. But purposely deny that saying excuses, we are brick and mortar and can't match the price…

    I politely asked them, if you are not in uniform and if you happen to buy a television for your house, where would you buy… Even the manager says, i would buy it from the appliance central and agrees but poor customer service by making me go to Dandenong Store for a return sneakily and Dandenong store would ask me to contact Web Masters and would send me back to Moorabbin and Moorabbin would say contact Web Masters and Web Masters would ask you to contact the store and they were playing games on customer to make them give up..

    • +1

      Well, when i bought and inquired about price guarantee they did not say that, but later when asked for price guarantee they provided a small list with half of them not selling televisions (Example : Officeworks).

      Well, I doubt their entire business and voluntary price guarantee scheme revolves around TV shoppers.

      I politely requested them I am happy to return the television as is and would buy it from another place.. But purposely deny that saying excuses, we are brick and mortar and can't match the price…

      Again, contrary to popular (?) belief, change of mind return is not something dictated by the law, some stores do this out of their good will but will have specific Ts & Cs attached.
      Have you used the TV and how long have you got it for? It would be ridiculous to force a store to accept return on a used product so that you can buy it elsewhere.
      If it’s unused, look up The Good Guys’ return policy yourself and see if it applies to you.
      Seriously though, how much time, effort and stress have you invested into chasing this up?
      Would you say it is about

      $260

      by now?

      • True Zonra.. They make me give up now. It was unopened and not used. I raised the issue within 7 days. It is now 24 days because they take more than a week to reply to email or they don't even reply, when they reply after long time, the message would be to talk to the store and store would put you on hold for lets say upto 45 mins and would ask you to communicate to customer care and same thing goes on loop.

        I am more sorted of interested in how to avoid the same happening to others as nobody takes any action and stores take advantage and do more like this..

  • +5

    It took me all of 15 seconds to google the price match policy and see the very simple way it works
    https://www.thegoodguys.com.au/beat-it
    Must be from an approved major retailer - on the linked page
    Capture a pic of the deal - sens it in, get the refund

    How simple is that?

    If your deal you found wasn't from the approved retailers then you are not eligible.

  • +2

    Most price match guarantees require you to match with a bricks and mortar store. Completely fair enough.

    • True. Appliance central has brick and mortar store and it includes free shipping. Moreover i bought online from thegoodguys since they could not offer free shipping they advised to collect it from their store.

      To be honest, officeworks does the same but they match it if it is correct version and it can be anywhere in Australia. Something like the landing cost to your door is exactly they match and it is great service, to be honest.

      Moreover, i requested a return in case if they can't do it, which is absolutely makes sense but they would not allow me to refund.

      • +1

        You were happy with the price when you bought it, clearly.

        Why are you unhappy now?

        Items decrease in price all the time. That's life. TGG policy is just a sweetener that doesn't apply to this scenario.

        I will wholeheartedly agree that TGG are appalling, especially after they sold me a Samsung Washer that had been recalled 9 months earlier. It took them 3 additional months to organise a refund and return.

        I'd just forget about it. I don't thin ACCC will do anything as the T&Cs are clear. Comparing this to OW is ridiculous.

        • I will wholeheartedly agree that TGG are appalling, especially after they sold me a Samsung Washer that had been recalled 9 months earlier. It took them 3 additional months to organise a refund and return.

          Whoa, what's the backstory with that one? That's shady as. :/

        • +3

          @Jawanzar: We moved house and bought a washer from TGG. Fast forward to 2015 and we keep seeing these news reports about Samsung washer fires on the news. It got me thinking… Do we have that washer?!

          It turned out that we did have the washer-that-catches-fire. Exact model. We looked up the recall notice and realised that the recall had happened 9 or so months prior to us purchasing the washer. (I forget the exact dates)

          At first the store turned us away. So we went to the ACCC and sent a letter of demand to TGG. We demanded compensation plus a full refund for the washer.

          TGG just ignored it until the ACCC got in touch with them and forced the franchisee to collect and refund. They kept delaying the collection so in the end I put it in my car and took it to the store dumped it at the checkout. I got my refund but no compo (shot in the dark anyway).

          It worked out well in the end as we had used the washer for two years or so and got our money back. However, considering it was a recall TGG really did not want to take it back and refund. Very lucky there were no fires.

        • Well Xiongmao, OW was just an example. But thegoodguys used to have excellent service in the past, not sure what has changed since JB bought them. But poor customer service.

        • +1

          @mkar18: But poor customer service.

          fixed that for you —> But poor customer service

        • @altomic: Ha ha.. that was fun.. Altomic, thegoodguys was unable to fix as quick as you. They lack a team member like you..

        • @Xiongmao: Jeez. I would have been ropable. Good on you for dumping the thing.

        • +1

          @Xiongmao:

          Sounds about right. Had great fun with a Samsung fridge. A display panel broke and they couldn’t fix it after over 3 months. Refused to refund as well but I got my way after a long hard experience wi H their shocking customer service. Never buy Samsung appliances.

  • Unfortunately, it seems like appliances/goods are becoming like Petrol with their short-duration variable pricing.
    You think that you have purchased a bargain, and then 10 days later you been thrashed $150 for it.
    Then you read the fine print and it's similar to the jargon of an insurance company as they try to wriggle out of paying/honouring when you decide to claim.

  • So what did we learn in today's lesson boys and girls?…

    • You buy GG on eBay with their 20% off sale. That is without their markup to offset LOL. You do a price comparison with other outlets at the time.
      The store does not price match GG eBay online :-)

  • +4

    You're just butt hurt you didn't get the cheaper price.
    maybe do some better research next time, everyone knows price matches never include online only prices.

  • +3

    I've reached the point where I just don't buy into all this price match/guarantee palaver. Most of the time it just ends up being more trouble than it's worth and as others have mentioned is basically designed as a marketing slogan that has limited practical application.

    Just get the cheapest price/best value you can at the time and move on.

  • +1

    did you pay with a credit card?
    some credit cards offer a price protection insurance.
    check your credit card provider if they will cover you.

    • The price protection is only if the same item from the same store has dropped in price. Nothing to do with competitors dropping their prices and then price matching them.

      • The price protection is only if the same item from the same store has dropped in price.

        That's not always true, it varies depending on credit card and the associated insurance policy.

        My credit card's Price Protection insurance DOES cover other stores (and I've claimed on it before in that situation) - but similar to the OP's case, it has a very detailed list of T&Cs which make it difficult to claim. From memory the new price had to be advertised in a printed CATALOGUE (how many stores have printed catalogues these days? and of those, how many of their products are in it?) Along with the other store having to be within a specific KM radius of the store you purchased in. Also, the new price had to be a minimum of $75 cheaper.

        Thankfully, when I made my claim, all of those points were true (which is more luck than anything else), so they paid out the claim happily.

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