Price Matching Policies

I promised the fellow at the store I would blog about this, so here I am...

Recently, a critical part in the espresso maker I've had for 4½ years broke and rather than try and obtain a replacement part, if that's even possible anymore, I decided it was time to simply buy a new one. A few days later I bought myself a brand-new espresso maker from the local Sears. It's a great unit, a step up from my last one and I love it, except for one detail. A couple days later I stumbled across the exact same unit on sale from Amazon, for $93 cheaper. Well, to be precise, $104.16 cheaper including tax.

I walked in to Sears with my receipt and a printout of the Amazon.ca page for the product, and asked if I could get a price match. I was told no, because they don't consider Amazon to be a competitor. The answer remained no, even after I clearly outlined what my next steps were going to be—buying that unit from Amazon instead, packing up and returning the one I had bought from them, and them losing a sale and a customer.

On my way home I stopped by a couple other stores to see if they a) had that same unit in stock, and b) were willing to price match Amazon. They both indeed carried it, but as expected the price match was a no go. I'm considerably more forgiving in those instances, because in those cases it was simply a case of finding the best place to buy something, and hoping that someone would price match, so I wouldn't have to wait for a package to be delivered.

When those other two stores didn't match Amazon's price they lost a potential sale, yes, but that's a different scenario from the one Sears is in, where they are losing a sale because the sale was already made and it's going to be undone, plus now they're going to have a slightly used espresso maker to try and unload. From their perspective I think it would have been better for them to have lost $93 in profit (but at least they'd still have some profit, in contrast with the zero they're going to have now), but end up with a very satisfied, and most importantly, repeat customer, plus not having the hassle of dealing with another returned product.

I just finished placing my order on Amazon, so now I've passed the point of no return. Well, I guess not quite yet as I can still cancel the order up until when they actually ship it. The next thing is to pack up my other one to take back to Sears. But since they do have a 30-day return window I have some time to make myself a couple more egg nog lattes before going for a week with no espresso maker. At least I have plenty of regular coffee to hold me through.

PS - I know I could take the unit I get from Amazon and return that one to Sears, completely unopened, since they're identical, and save the step of repacking the one I have, but I don't know if my new one will arrive in time before Sears' return window closes. Plus, that would also end up being a huge help to them, eliminating their “slightly used espresso maker to try and unload” problem...