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Background
OK, I'll admit, this episode wasn't intended to be funny.
All I wanted to do was make a transaction.No more, no less.
Just a transaction. Little did I dream that my modest pursuit
of the networked American Dream would morph into a trip
through Alice's Wonderland.
Here's the scoop: On Monday 2 July I was shopping for a
wireless home networking solution. Having decided on the
the Linksys BEFW11S4 Wireless Access Point & Cable/DSL
Router w/4 Port Switch, I started price shopping.
Amazon.com
listed the Linksys for $229.95 with free shipping. Staples.com
listed the BEFW11S4 for $299.98 with free shipping. A $70
difference. Whoa! But, I wondered, would Staples.com match
Amazon.com's price?
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Staples.com Price Match Policy
After extensive digging through Staples.com, I finally
located Staples.com's well hidden discription of their "Price
Match Policy." Amidst lots of disclaimers, the
policy declairs:
"If you find a lower price, anywhere, on a new identical
item, now or within 14 days of your purchase just show
us the price and we will gladly match it."
"Hmm ... how does one "show" a lower price
to a web site?"
Buried at the very bottom of the page, I found what appeared
to be the answer:
"For more information, or a specific price match
request, please contact customer
service."
Ah, ha! I clicked. A helpful looking Price Match form appeared
in my browser window. Dutifuly, I supplied all the requested
info (wondering all the while why my Staples.com customer
number wouldn't provide all the personal identification
needed). I also supplied "item number, quantity, description,
competitor's name, website address (if applicable), phone
number, and price quoted by competitor, including any shipping
and handling charges." WIth high expectations, I pressed
the "Submit" button.
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Staples.com's Reply #1 |
From: Staples.com [mailto:pricematch@orders.staples.com]
Sent: Monday, July 02, 2001 3:05 PM
To: rkleine@gentleye.com
Subject: Re: Price Match
We appreciate your inquiry concerning this issue.
If you find a lower price, anywhere, on a new identical
item, now or within 14 days of your purchase just show us
the price and we will gladly match it. The item must be
in-stock and available for purchase from a competitor located
in the United States.
Among other factors an item is only considered identical
if it carries with it the same United States manufacturers
warranty.
Of course, if our competitor limits the quantity you can
purchase, Staples.com® can only match the price for
the same quantity as the competitor offers. And to be fair,
if the competitor says, "while supplies last",
we will gladly honor the price after we check to make sure
the competitor has the item in-stock.
When comparing catalog or Internet competitors prices,
next day shipping and handling charges will be included
in the price match analysis. The following is an example:
Price | Shipping & | Total | Handling | Delivered
-----------------------------|--------------|------------
Staples.com 89.99 | free | 89.99
-----------------------------|--------------|------------
Competitor 81.99 | 6.95 | 88.94
-----------------------------|--------------|------------
Difference | | 1.05
-----------------------------|--------------|------------
Total Price | |
Guarantee Discount | | 1.05
-----------------------------|--------------|------------
Staples.com | |
delivered price | | 88.94
---------------------------------------------------------
(Note: Prices do not include applicable taxes)
If Staples.com offers a "Free Item" with the
purchase of another item, the value of the "Free Item"
will be added to the competitors price when calculating
the guarantee amount. The price guarantee amount will be
based on a "Net Difference" after the value of
the "Giveaway item" is included. (For example,
if Staples.coms price is $99.99 and we are giving away
with purchase an item valued at $15.00 and the competitions
price is $89.99 there will be no price match.)
Our price match policy covers pagers and cellular telephones
as long as the service plan, terms, conditions, and service
provider are the same. Our price match policy does not cover
Sprint long distance services.
If Staples.com offers a rebate and after the rebate Staples.coms
price beats the competition, no price guarantee will be
given. You will be getting a lower final cost by shopping
at Staples.com. (For example, if Staples.coms price is
$89.99 before a $30.00 rebate, so you pay $59.99 after rebate
and the competitors price is $84.99 without a rebate, there
will be no price match.)
Price guarantee will be applied to no more than 3 of the
same product shipped to the same address. We reserve the
right to further limit quantities. And of course, this policy
does not cover typographical errors.
The Staples.com price-matching policy does not apply to
Business Services or to the web sites of any Staples Service
Providers. This exception governs products as well as services
offered by the Business Service providers.
The terms of this guarantee are subject to change without
notice. For more information, or a specific price match
request, please contact customer service.
Staples.com is a registered trademark of Staples the Office
Superstore, Inc.
Thank you for your patience concerning this matter.
Adam
Customer Support Representative
e-mail: support@orders.staples.com
phone : 1-800-3STAPLE (1-800-378-2753)
fax : 1-800-333-3199
online: http://www.staples.com/help/default.asp?zone=contact
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My Reply to Adam:
|
From: Rob Kleine [mailto:rekleine@GentlEye.com]
Sent: Monday, July 02, 2001 12:25 PM
To: Staples.com
Subject: RE: Price Match
Thank you for your reply. I provided (i.e., showed you the
price" of) a competitor's price for an item. In response,
I received replicates the content of the Price Match FAQ
available on Staples.com. Further, the response provides
no indication whether or how Staples.com intends to honor
their 'price match' policy with regards to my specific request.
I now know no more about Staples.com's intent to match the
price of the specific subject of my query than I did before
completing and submitting the price match form found on
the Staples.com web site. Am I to conclude that Staples.com
is not honoring its price match policy?
-- Rob Kleine
rkleine@GentlEye.com
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Staples.com's
Reply #2: |
From: Staples.com [mailto:pricematch@orders.staples.com]
Sent: Monday, July 02, 2001 5:13 PM
To: Rob Kleine
Subject: Staples.com
We appreciate your inquiry concerning this issue.
We do apologize for any inconvenience that this may have
caused you. Please allow me to explain to you what your
final price would be when we price match. If our price currently
is $89.99 with free shipping, and you want us to price match
the competitors price at $88.94 plus their shipping fee
of $6.95; your total without tax would be $95.89. You would
take the $88.94 plus their shipping fee of $6.95. Your total
would be more with the price match then it would be without
it. If you have any further questions concerning this issue,
please feel free to contact us.
Thank you for your patience concerning this matter.
Shelley
Customer Support Representative
e-mail: support@orders.staples.com
phone : 1-800-3STAPLE (1-800-378-2753)
fax : 1-800-333-3199
online: http://www.staples.com/help/default.asp?zone=contact
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My Reply
to Shelley: |
From: Rob Kleine [mailto:rekleine@GentlEye.com]
Sent: Monday, July 02, 2001 5:24 PM
To: Staples.com
Subject: RE: Staples.com
Hi,
Yes, I understand the heuristic used to determine the price
to match. What remains unclear is how I obtain a price match
for a specific item. I submitted the competitor's product
information requested on the price match form. What else
must one do to get Staples.com to match a price for a particular
item for which competitive pricing information is provided?
-- Rob Kleine
rkleine@GentlEye.com
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Staples.com's
Reply #3: |
We appreciate your inquiry
concerning this issue.
I do apologize for the inconvenience. We can do the pricematch
if you want. But you will be paying an extra $5.80 more
than if the pricematch was not done. We have to add their
delivery fee so you will be paying more. I am sorry. Please
contact us back if you still want the pricematch done.
Thank you for your patience concerning this matter.
Tammy
Customer Service Representative
e-mail: support@orders.staples.com
phone : 1-800-3STAPLE (1-800-378-2753)
fax : 1-800-333-3199
online: http://www.staples.com/help/default.asp?zone=contact
|
My Reply
to Tammy: |
From: Rob Kleine [mailto:rekleine@GentlEye.com]
Sent: Monday, July 02, 2001 10:22 PM
To: Staples.com
Subject: RE: Staples.com
Hi,
It is unclear why I would pay "an extra $5.80"
if Staples.com does a price match. I understand that Staples.com's
price matching policy entails the total acquisition cost,
which includes shipping and handling fees. Unclear to me
is how I would pay more. Amazon.com currently offers FREE
SHIPPING for the item on which I requested a price match.
Last I checked, a number plus 0 totals to the original number.
Or are you saying that Staples.com charges $5.80 to do a
price match?
-- Rob Kleine
rkleine@GentlEye.com
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Staples.com's
Reply #4: |
From: Staples.com [mailto:pricematch@orders.staples.com]
Sent: Tuesday, July 03, 2001 2:12 AM
To: Rob Kleine
Subject: Staples.com
We appreciate your inquiry concerning this issue.
In order to check what went wrong on the price match I
need the order number and the item number.
There are two Rob Kleine with customer numbers on our files.
If you do not know the order number, we can find your order
with a telephone number or your customer number.
Please call the telephone number below so someone can help
you with this problem.
Thank you for your patience concerning this matter.
Emma
Customer Support Representative
e-mail: support@orders.staples.com
phone : 1-800-3STAPLE (1-800-378-2753)
fax : 1-800-333-3199
online: http://www.staples.com/help/default.asp?zone=contact
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My Reply
to Emma: |
From: Rob Kleine [mailto:rekleine@GentlEye.com]
Sent: Tuesday, July 03, 2001 8:39 AM
To: Staples.com
Subject: RE: Staples.com
Information you requested:
* The part number is: 456001.
* Customer number: 400088910
Must one place an order *before* receiving a price match?
-- Rob Kleine
rkleine@GentlEye.com
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Staples.com's
Reply #5: |
From:
Staples.com [mailto:pricematch@orders.staples.com]
Sent: Tuesday, July 03, 2001 11:47 AM
To: Rob Kleine
Subject: Staples.com
We appreciate your inquiry concerning this issue.
Here is your price match quote. If you decide to order
this item, place your order online. Once we enter the order
we will send you an e-mail confirmation. Reply to that confirmation
with the price match quote below. Once the order has posted
in our system, usually the next day, we will send you an
e-mail with the amount you were credited and your final
price. This quote is valid for the next 7 days. After that
if you haven't placed your order, you will have to submit
for a new quote.
Price | Shipping & | Total
| Handling | Delivered(before tax)
-----------------------------|--------------|------------
Staples.com | |
-----------------------------|--------------|------------
(enter comp) | |
-----------------------------|--------------|------------
Difference | |
-----------------------------|--------------|------------
Total Price | |
Guarantee Discount | |
-----------------------------|--------------|------------
Staples.com | |
delivered price(before tax) | |
---------------------------------------------------------
If you find a lower price, anywhere, on a new identical
item, now or within 14 days of your purchase just show us
the price and we will gladly match it. The item must be
in-stock and available for purchase from a competitor located
in the United States.
Among other factors an item is only considered identical
if it carries with it the same United States manufacturers
warranty.
Of course, if our competitor limits the quantity you can
purchase, Staples.com® can only match the price for
the same quantity as the competitor offers. And to be fair,
if the competitor says, "while supplies last",
we will gladly honor the price after we check to make sure
the competitor has the item in-stock.
When comparing catalog or Internet competitors prices,
next day shipping and handling charges will be included
in the price match analysis. The following is an example:
Price | Shipping & | Total
| Handling | Delivered
-----------------------------|--------------|------------
Staples.com 89.99 | free | 89.99
-----------------------------|--------------|------------
Competitor 81.99 | 6.95 | 88.94
-----------------------------|--------------|------------
Difference | | 1.05
-----------------------------|--------------|------------
Total Price | |
Guarantee Discount | | 1.05
-----------------------------|--------------|------------
Staples.com | |
delivered price | | 88.94
---------------------------------------------------------
(Note: Prices do not include applicable taxes)
If Staples.com offers a "Free Item" with the
purchase of another item, the value of the "Free Item"
will be added to the competitor's price when calculating
the guarantee amount. The price guarantee amount will be
based on a "Net Difference" after the value of
the "Giveaway item" is included. (For example,
if Staples.com's price is $99.99 and we are giving away
with purchase an item valued at $15.00 and the competition's
price is $89.99 there will be no price match.)
Our price match policy covers pagers and cellular telephones
as long as the service plan, terms, conditions, and service
provider are the same. Our price match policy does not cover
Sprint long distance services.
If Staples.com offers a rebate and after the rebate Staples.com's
price beats the competition, no price guarantee will be
given. You will be getting a lower final cost by shopping
at Staples.com. (For example, if Staples.com's price is
$89.99 before a $30.00 rebate, so you pay $59.99 after rebate
and the competitor's price is $84.99 without a rebate, there
will be no price match.)
Price guarantee will be applied to no more than 3 of the
same product shipped to the same address. We reserve the
right to further limit quantities. And of course, this policy
does not cover typographical errors.
The Staples.com price-matching policy does not apply to
Business Services or to the web sites of any Staples Service
Providers. This exception governs products as well as services
offered by the Business Service providers.
The terms of this guarantee are subject to change without
notice. For more information, or a specific price match
request, please contact customer service.
Staples.com is a registered trademark of Staples the Office
Superstore, Inc.
Thank you for your patience concerning this matter.
Shelley
Customer Support Representative
e-mail: support@orders.staples.com
phone : 1-800-3STAPLE (1-800-378-2753)
fax : 1-800-333-3199
online: http://www.staples.com/help/default.asp?zone=contact
|
My Reply
to Shelley: |
From: Rob Kleine [mailto:rekleine@GentlEye.com]
Sent: Wednesday, July 04, 2001 9:27 AM
To: Staples.com
Subject: RE: Staples.com
Thank you for your reply.
The email (quoted below for your convenience)
references a price match quote. After carefully reading
the full text of the e-mail several times, I am unable to
identify a price match quote. What I do discover is that
the contents of Staples.com's Price Match FAQ (http://www.staples.com/help/default.asp?area=faq_general_match
) has been quoted back to me yet again. Would you be so
kind as to point me to where the price match quote is located
in the body of the email?
The email (reproduced below) is
also confusing about the timing of a price match. First,
it says "place your order online ... reply to the [order]
confirmation with the price match quote below." This
implies that one must first commit to buying at Staples.com's
higher price and then ask for a price match. However, a
couple sentences later, the email states, "After that
if you haven't placed your order, you will have to submit
for a new quote." This statement suggests to me that
a price match happens before an order is placed.
What is the correct procedure for requesting a price match
from Staples.com? Does Staples.com compensate customers
for the effort required to request a price match?
-- Rob Kleine
rkleine@GentlEye.com
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Staples.com's
Reply #6: |
From: Staples.com [mailto:support@orders.staples.com]
Sent: Wednesday, July 04, 2001 12:47 PM
To: Rob Kleine
Subject: Staples.com
We appreciate your inquiry concerning this issue.
When requesting a price match, there are two ways to go
about it. First, you could call us and we can research the
price match and let you know if it is valid before you place
the order and the representative that validates the price
match, will place the order for you. The other option is
to place the order on line and then call in and have a representative
research the price match and then adjust the price on your
pending order.
The price match policy is in place to ensure that our customers
get the best price out there and in turn, it keeps customers
coming back to us. There's actually not too many websites
that offer price matching. A lot of them just have a set
price. Staples.com has price matching as a cusomter service
feature as a privilege to our customers.
We apologize for any inconvenience this might cause you.
Please do not hesitate to contact us if you require further
assistance.
Thank you for your patience concerning this matter.
Crystal,
Customer Care Representative
e-mail: support@orders.staples.com
phone : 1-800-3STAPLE (1-800-378-2753)
fax : 1-800-333-3199
online: http://www.staples.com/help/default.asp?
|
My Reply
to Crystal: |
From: Rob Kleine [mailto:rekleine@GentlEye.com]
Sent: Thursday, July 05, 2001 11:51 AM
To: Staples.com
Subject: RE: Staples.com
Thank you for your reply.
The procedure for requesting a price match from Staples.com
is now clear to me.
I am stunned that it has taken six replies from Staples.com
customer service representatives to reach this level of
clarity. Here is a transcript of the entire dialog:
http://www.gentleye.com/research/staples.html
What still I don't understand is this:
Staples.com's Price Match FAQ page:
http://www.staples.com/help/default.asp?area=faq_general_match
States:
"The terms of this guarantee are subject to change
without notice. For more information, or a specific price
match request, please contact customer service."
The words "contact customer service" are a hot
link to a Price Match form at this URL:
http://www.staples.com/help/contact/contact.asp?Type=price_match
I used the Price Match form to initiate a price match request
on 2 July 2001. The request included all requested product
and vender information.
Am I to understand that Staples.com does not honor price
match requests submitted via the Price Match form on the
Staples.com web site?
Since submitting that initial Price Match request, Staples.com
customer service representatives have provided a series
of replies that are either irrelevant in content, incomplete
to the point of being nonsensical, and generally not helpful.
Specifically, excepting the most recent reply, every preceding
response from Staples.com customer service representatives
failed to address the specific questions posed in my replies.
I find all this confusion over a simple request completely
baffling. In less time than Staples.com has taken to clarify
whether and how to issue the requested price match, the
whole issue has become moot. Staples.com has lost the sale
(which included this specific item plus a number of other
networking products). Amazon.com has already delivered to
me the product (and others) in question and at a delivered
price even lower than initially quoted.
On the bright side, Staples.com has provided me rich material
for an article on Customer Service. For that, I thank you.
-- Rob Kleine
rkleine@GentlEye.com
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Staples.com's Reply #7 |
::> Sent: Tuesday, March
04, 2003 2:09 PM
::> To: rkleine@gentleye.com
::> Subject: A Note to GentlEye
::>
::>
::> ---------------------------------------------------------------------
::> name: Jason
::> message: I am a sales Manager for Staples in the Sacramento
::> Area and would like to inform you that as of 2/28/2003,
::> Staples no longer offers price matches to internet
sites.
::> ---------------------------------------------------------------------
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Yep, that's
right, 1 year and 8 months later, Staples surfaces again.
Thank you, Jason, for reinforcing Staples sincere comittment
to exemplary customer service. |
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