What Recourse Do I Have If A Company Fails To Honor A Price Match Guarantee?

If a company fails to honor a price match guarantee, you have several options for recourse. Price match guarantees are promises made by retailers to match a competitor's lower price on the same item, and it’s important to know your rights and how to proceed if this guarantee is not honored.

Steps to Take If a Company Fails to Honor a Price Match Guarantee

1. Review the Price Match Policy
   • Understand the Terms: Check the company’s price match policy for specific terms and conditions, including what qualifies for a price match.
   • Document Details: Make sure you have the details of the competitor's lower price, including the store name, item details, and any conditions listed.
2. Gather Evidence
   • Collect Proof: Take screenshots or photographs of the competitor’s price, including any promotional details. Make sure you have the date and time of the advertisement.
   • Keep Receipts: If you made a purchase, keep your receipt and any related documentation.
3. Contact Customer Service
   • Present Your Case: Reach out to the company’s customer service with your proof of the competitor's lower price and explain why you believe they should honor the price match guarantee.
   • Stay Calm and Professional: Approach the situation politely to encourage a positive response from the customer service representative.
4. Escalate the Issue
   • Ask for a Supervisor: If the customer service representative is unable or unwilling to assist, request to speak with a supervisor or a higher authority within the company.
   • Explain Your Rights: Politely remind them of their price match guarantee policy and your right as a consumer.
5. Utilize Social Media or Online Platforms
   • Public Complaints: If you’re not getting a satisfactory response through traditional channels, consider posting your experience on social media or consumer review sites. Companies often respond more quickly to public complaints.
   • Engage in Consumer Forums: Participate in forums where consumers share their experiences; this can increase visibility for your issue.
6. File a Formal Complaint
   • Consumer Protection Agencies: If all else fails, consider filing a complaint with consumer protection agencies or the Better Business Bureau (BBB) regarding the company’s failure to honor their price match guarantee.
   • Legal Action: As a last resort, consult with a legal professional to explore potential legal action for breach of contract, especially if the amount involved is significant.
7. Consider Chargebacks
   • Contact Your Credit Card Issuer: If you made a purchase and the company refuses to honor the price match after you’ve documented everything, you might have the option to dispute the charge with your credit card issuer.

Example

Suppose you bought a television from a retailer with a price match guarantee. Later, you find a competitor selling the same model for a lower price and provide the proof to the retailer. If they refuse to honor the guarantee, you could escalate your complaint by contacting customer service, providing your evidence, and, if necessary, filing a complaint with a consumer protection agency.

Summary

If a company fails to honor a price match guarantee, you can take several steps, including reviewing the policy, gathering evidence, contacting customer service, escalating the issue, utilizing social media, filing a formal complaint, and considering legal action if necessary. Knowing your rights as a consumer can help you navigate the situation effectively.