See A Price Drop On A TV You Bought From Amazon? Act Fast For Your Refund!

It’s not that Steve was begging for any special favors, or violating the policies that Amazon itself has posted. He saw the price on the TV he had already purchased drop by more than $200 as part of a special sale, and he contacted Amazon for a price adjustment, per their policy. And they denied him, because the sale price didn’t apply at that exact moment he called. A screen grab and Amazon’s own records weren’t enough proof.

Amazon’s 30-day post-purchase price match guarantee specifically excludes TVs. They do, however, guarantee the price for two weeks, and Steve noticed the price drop within a week.

In one sentence (to start) – Amazon admitted to dicking me over for $200 and change after dropping the price on a 55″ LED TV days after I bought it. I’m a Prime member to boot. It went like this.

1. Saw that LGs were going for decent rates – made an educated purchase of model/size/package.

2. Used Amazon Prime to get it super fast and delivered, all for $1477 and change. Not bad, says I.

3. The week it was delivered, Amazon lowered the price to $1243.

4. I email asking them to refund the difference per their AWESOME PRICE MATCH GUARANTEE, semi-expecting Prime service.

5. I end up getting told to prove the TV was on sale for that price, screenshots don’t count (as it’s now at a new price, the same/higher).

6. I tell them I can’t get a dead link to their site, and that they obviously have records of my purchase, the price change literally 5 days later, and the subsequent change to “normal” pricing.

THEY FUCKING HANG UP ME

Round Two

I call again, and get a different CS rep. This person does admit that “Yeah, the TV was on sale right after you bought it, so you should be refunded the difference.”

Now I’m getting somewhere, but after I ask him how to go about it, he pulled a “sir….sir….can you hear me? I can’t here what you’re saying.”

And I get hung up on again. I’ve been told today is the deadline for my refund, but – I’d like my $230 back to maybe buy something cool, maybe DVDs to watch on said 3d LED.

Conclusion – Amazon’s “TV Price Match” policy, when it’s Amazon who changes the price, apparently must be called in while the site is live with the new price, and they won’t credit you despite acknowledging that yes, you’re owed $230.

TL;DR – I’m still trying to get the difference back, but the screenshot is what I took to prove that the price went down, since I was working that afternoon and couldn’t trick them in to calling me (oh yeah, you have to trick them to call you) that very moment.

If Best Buy will straight up take your receipt, refund the difference, and call it a day – how can Amazon afford to be such dicks about this?

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Comments

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  1. Blueskylaw says:

    I love, love, love when companies ask me to prove something, like do you have the original agreement? I usually reply, I’m sorry, are you telling me you don’t have a copy of our agreement? If you don’t, then how do you know what to charge me, what my interest rate is, what the terms and conditions are? That also means I can say my interest rate should be 2% lower since you claim you don’t have copies of our agreement. This usually annoys them but it gets my point across and a copy of the agreement usually appears.

    • Kaleey says:

      I’ll need to remember that one. I expect it’s a lack of access given to the CSRs combined with a general laziness to look it up on the computer that causes that.

  2. Beave says:

    Awesome, an uncensored F-bomb.

    • Platypi {Redacted} says:

      And totally necessary to the story.

      • Audiyoda28 says:

        Well it might be.

        If OP used that type of language in his discussions with Amazon CS I wouldn’t blame them for the hangups. I’ve called Amazon three times on price changes (two for around $30 each, 1 for over $300) – each time they’ve been courteous and quickly refunded the difference or offered a credit to be used on Amazon properties.

        • Platypi {Redacted} says:

          Exactly my thoughts. I don’t know how much cursing Amazon requires their CSRs to listen to, but I wouldn’t be surprised if they got “disconnected” when it was too much. When I worked tech support way back in the day, I would warn them, then tell them exactly why the call was ending.

          • MMD says:

            This is all, of course, a heck of a lot of speculation.

            Maybe the OP cursed on the phone. Just as possible that he didn’t, and only cursed in the retelling to Consumerist.

            We just don’t know.

            • Platypi {Redacted} says:

              Of course. But dropping F-Bombs in the letter doesn’t exactly make me think that the conversation with the CSR was sunshine and roses! Should Amazon have just done the price match? Probably. Could the OP have been something less than a level headed caller just trying to get service? Who knows?

  3. Tacojelly says:

    While this is shameful and surprising for the usually great Amazon, I’m betting you still got the TV for way less than you would have at Best Buy.

    Issues like this is the reason I buy electronics only immediately following a launch or immediately following a price drop.

    • homehome says:

      You can still find very good deals at BB on tvs and accessories, just gotta be right time right place. I know when I was looking for a tv stand, I got a much better deal at BB. on their sight they have open box and discontinued items as well you can get great deals on. tv stand I have now I paid less than half that I would’ve paid on amazon or newegg for the same thing, I don’t care if it was a display.

    • I look at both sides of the story says:

      “While this is shameful and surprising for the usually great Amazon,”

      Of course, us readers are hearing only one side of the story. I would love to hear the full audio recording between the OP and Amazon.

      I love Judge Judy. One side presents their side of the story and my reaction, “Oh, that’s awful”. Then you hear the the other side of the story (especially when replete with photographs and paperwork) and we know that the first person either partially or entirely fabricated the events.

      As a customer, I’ve been dealing with Amazon for years. I can’t say that I’ve had 100% satisfaction with the CSRs, but pretty close to it. I have never, ever received a rude or discourteous remark from Amazon’s CSRs. Maybe because I never raise my voice, I never insult, I’m not strident. I treat the CSRs and I would want to be treated. I simply present my case. Getting emotional never helps.

      The only time Amazon has not reduced a price for me after a completed purchase is when the item was sold through a third party.

  4. RedOryx says:

    “Conclusion – Amazon’s “TV Price Match” policy, when it’s Amazon who changes the price, apparently must be called in while the site is live with the new price, and they won’t credit you despite acknowledging that yes, you’re owed $230.”

    Yes, per their policies: “The lower price must remain in effect at the time your Guarantee request is verified by Amazon. Expired offers are not eligible.”

    http://www.amazon.com/gp/help/customer/display.html?nodeId=200726210.

    • Audiyoda28 says:

      #Oops-bomb

    • Overheal says:

      Ohhhh… so you can contact Amazon while the sale is active, then they can take 3-5 business days let’s say, to read your email. Then when they go to verify the price “Hmmm nope there’s no sale here. Thank you for playing.”

      • elangomatt says:

        This is why you don’t send an email to get your price match. Amazon has a handy tool where they call you if you ask them to, and I usually get the call within seconds of hitting the submit button. Then you actually talk to a live person, who verifies the price difference, and you get your refund.

        • ecuador says:

          Actually email is fine. I have used it many times asking for a price-match of an item that is selling for less (back in the day up to a month after purchase – now just until I actually receive the item), and even if the price has gone back up before they respond to me, it does not seem to matter as long as my message (through the contact option on their website) was on time.

      • meske says:

        I believe they have a live chat feature as well… I did this a couple months ago with a lens. They checked the current price, and adjusted right then and there. The price went back up the next day.

  5. Bizdady says:

    Thats odd, Amazon usually is great with this. 2 weeks ago I got my pops a tv and then noticed that bestbuy had it for $100 cheaper the next day. Emailed amazon and they refunded me $100 within minutes and then proceeded to price match BestBuys price.

  6. Such an Interesting Monster says:

    Wait, you mean Amazon Prime isn’t the best thing since the Sears Catalog?!?!? Is it Bizarro Monday already???

    • RedOryx says:

      Yeah, I’m an Amazon Prime member but even I was a bit confused as to why he felt that means he deserves special treatment regarding this when it’s clearly outlined in their policies that the lower price has to be in effect when you contact them to price match.

  7. goodcow says:

    CamelCamelCamel.com is an Amazon price tracker.

  8. EdK says:

    Guess he should have bought a second set at the lower price, then returned it as soon as it arrived, using their free shipping and free returns.

    Hey, if Amazon wants to pay money to mail a TV around instead of doing the right thing, it’s what you’ve got to do. They made the dumb rules, you’d just be playing by them.

  9. Sound Money Girl says:

    When I follow the link to the guarantee, it specifically says that Amazon does NOT price match anymore, except on TVs within 14 days.

  10. Dave on bass says:

    I’m surprised. Just 9 months ago or so, they refunded me the difference on my fiancee’s Droid phone when I happened across their sale on it for a penny, just 10 days after I bought one from them for $50 (we were starting service with a new carrier so the prices for our phones were contract/new cust prices).

    Now, the rep *did* say that she didn’t think they were supposed to pricematch phone sales, but that the difference was not insignificant and the timeframe was short enough that she didn’t see anything wrong with granting my request.

    So yeah, I’m a bit “WTF, Amazon?” at this story.

  11. ecuador says:

    Uhh… I blame the OP. Back in the day when they had a price match guarantee for 1-month after the purchase on all items, I would use it all the time – even from work since you never have to call. You just send a message via the website and they reply to your email. Even after the price match guarantee was withdrawn, I would still send them a message if the price of the product had fallen before I had received my item. They would always respond they did not have a price-match policy any more, but they would honor the lower price since I had not yet received my item.
    So, if the OP had sent an email message WHILE the price was low, you would have gotten that price. That is the point of limited-time sales – you have to actually make it in time. Being at work is no excuse – if he saw the price drop he could have used the same website to send a message.

  12. dyce says:

    When I asked Amazon to price adjust something and learning that wasn’t there policy (even though the package hadn’t even arrived and I could just reject and reorder) They did not want to give me anything.

    Chase and Citibank both have price match guarantees. I can account for my Visa with Chase. I pricematched my phone I originally bought for $600 down to $430.

    I assume all that money they make from interest and transactions get put to awesome benefits like that.

    Also Return protection is nice when you dont particularly want something you bought anymore.