Staff completely unaware of Price Match policy
I bought a set of wipers, but found that GSF and Halfords were selling them £12 cheaper, so went online to take advantage to the 7 day price match.
I entered EuroCarParts Price match into Google and clicked the "I have already ordered." link...
There's no useful information here.
I called in to the Liverpool store but neither the assistant nor the manager were aware of any price match policy, they wouldn't know how to refund and I'd have to go online. I said I'd already done this. They said I'd have to try again.
I found a contact phone number (not listed on the website) and spoke to an operator who had also never heard of the price match policy.
I was contacted again to be told that they are...
"still currently chasing this price match information from the Liverpool branch and still awaiting a response. I have followed up again and will continue to do so until this is resolved.
As soon as I have any further information I will be sure to update you again.
Please accept our sincere apologies for any inconvenience caused by this."
I replied with this message…
“Hi Keeleigh,
Thanks for getting back to me.
I’m not too sure where the confusion lies.
🤷♂️
P.”
…and attached a screenshot of the price match policy…
“What to do in store
If you find the cheaper product, within 30 miles of your local Euro Car Parts store, before you purchase or within 7 days of your invoice date and it matches the above eligibility criteria, we'll need you to provide us with:
• Our product number or a link to the eurocarparts.com product page you want to match or your order reference number or invoice number;
• A link to the website or the name of the relevant Retailer, with the product brand and product number of the Cheaper Product;
• The price of the Cheaper Product advertised by the Retailer, including VAT and delivery costs. Your claim must be made within 7 days of your invoice date; unfortunately, if it is outside of this 7 day time frame, we will not match the price.
In order to submit your claim in-store, please visit your local store and supply the above information to one of our team; they will then assess your claim instore, including whether the eligibility criteria has been satisfied.”
I received this reply…
“Good morning,
Thank you for your patience.
I have been in contact with the branch and they have sent their apologies and advised if you can please return to store so they can issue the refund for the price difference they will be more than happy to help with this.
Please accept our sincere apologies for any inconvenience caused by this.
Kind regards
Keeleigh. R”
To which I replied…
“Hi Kelleigh,
Thanks for getting back to me again.
Would it be possible to pay directly into my account using BACS? Save me (another) journey.
Account name is PR
Sort code: xx-xx-xx
ACC no.: ********
Thanks.
PR”
Here’s ECP’s reply…
“Hi Paul,
Thanks for getting back to us.
Unfortunately as the order was paid for in the branch, you would need to return to the branch and present your card at the machine for the refund to be processed back to you I'm afraid.
I apologise for the inconvenience caused by this.
Kind regards,
Clare. M
Customer Service Advisor
LKQ Euro Car Parts
However…
“I paid cash.
🤦♂️”
…but this made no difference…
“
Clare (Euro Car Parts)
16 May 2024, 10:15 BST
Hi Paul,
Thanks for your reply.
As you have paid with cash, you will need to attend the branch for the branch to refund you back in cash as we only refund back to the original method of payment used to purchase the order with I'm afraid.
Kind regards,
Clare. M
Customer Service Advisor
LKQ Euro Car Parts”
So I’ll have to go out of my way again to drive to Eurocarparts to get a refund on the item, despite the fact that this should have been sorted in store when I first returned the product. It’s only the total ignorance of the price match policy that prevented this in the first place, but I am inconvenienced rather than simply refund the difference directly to my account via BACS.
Just woeful customer service.
Update:
I called in to the store and they can't refund the difference as it needs to be done by the branch manager - who is off on holiday this week.
🤦♂️
