eBay Best Price Guarantee Only Price Matches RRP?

Sven Viking on 26/11/2022 - 11:28
Last edited 30/11/2022 - 15:04

Update: An eBay support manager responded via email. They ignore all of the claims made by the previous support reps about RRP etc. Instead they make new claims that the price cannot be matched because the item at JB HiFi does not specify whether it is used or new, and "the exact version is missing."

All items at JB are new unless otherwise specified, and considering it is an eBay "Authorised Online Retailer" for the eBay Best Price Guarantee I expect they know that. It also seems entirely untrue to me that "the exact version is missing" on the JB HiFi product page. How much more exact can you get?

eBay Customer Support is telling me it cannot match Horizon: Forbidden West's current price at JB HiFi ($39, reduced from $49) under their Best Price Guarantee because all sales and discounts are excluded and the item must be at RRP. (They also said they couldn't match JB's normal price of $49 for the same reason, and because it's currently on sale for less.)

That would seem to make the guarantee pointless though? They point to the following terms as disallowing all forms of sales and discounts:

Not Covered
- Approved Retailer’s prices after applicable rebates, free offers, coupons, competitor clearance products and stock liquidations from an Approved Retailer’s website, specific offers based on bundled pricing, or where volume or lot discounts are applied.

However there are no rebates, free offers, coupons, clearance or liquidations, bundled pricing, or volume or lot discounts involved. It's JB's current "advertised price", which from my understanding of the other terms is supposed to be what's covered by the guarantee?

I ended up asking them to let me speak to someone else and they said they'd respond by email in 1-2 days, but I'm concerned they might just say the 48 hour price guarantee has expired by then. Is this a common problem?

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Comments

  • cookie2 on 26/11/2022 - 13:08
    +1

    Haven't experienced but will be interesting to see what they say. Doesn't mention anything about catalogue or sale pricing so I'd read that the guarantee should be honoured in this circumstance. Possibly someone that doesn't know the difference? Goodluck

  • brendanm on 26/11/2022 - 13:17

    Just buy it from JB?

    • Sven Viking on 26/11/2022 - 13:19

      Too late. The Best Price Guarantee covers seeing a lower price 48 hours after you purchase on eBay — can’t be used prior to purchase.

      • brendanm on 26/11/2022 - 13:19
        +1

        Buy from JB. Return eBay item.

        • Sven Viking on 26/11/2022 - 13:20

          Thanks, will probably try that if things don’t work out with the support email they’re supposed to be sending.

  • Jimothy Wongingtons on 26/11/2022 - 13:37
    +1

    Had a similar experience some years ago, just cycle to another cs agent until they agree. Last time took me 4 goes.

    • Sven Viking on 26/11/2022 - 14:41

      Thanks. Just tried some more and they repeat the same line about rebates etc. meaning only the RRP is covered. Maybe policies have changed? I really don't think the terms say what they're claiming though.

  • follow on 26/11/2022 - 16:10
    +1

    this reminds me of how PLE only price matches full price items.

  • Sven Viking on 30/11/2022 - 15:03

    An eBay support manager responded via email to say the price cannot be matched because the item at JB HiFi does not specify whether its condition is used or new, and also because "the exact version is missing."

    All items at JB are new unless otherwise specified, and as an eBay "Authorised Online Retailer" for the Best Price Guarantee I expect eBay knows that (otherwise all JB items would be invalid as none of then list "new condition").

    It also seems entirely untrue to me that "the exact version is missing" on the JB HiFi product page. How much more exact can you get?

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