“I went to buy a Samsung TV from Richer Sounds in Watford. RS were selling it for £199 where John Lewis were selling for £189. RS website say they will match the price then beat it by £5 but the local manager at Watford would only match the price and not beat it saying that RS give a 6yr guarantee where John Lewis only do a 5yr guarantee. RS website states the guarantee has to be 'comparable' which I believe it is (i.e. similar, approximate) Shame on the RS Watford manager, you lost an easy sale and an on going customer for the want of £5 and not honouring your stated terms and conditions. I will not be back.”
Dear Mr Armstrong,
Thank you for your feedback following your recent visit to our Watford store. I was sorry to hear how the team in store weren’t more helpful regarding a price beat, as I would have expected.
The last thing we would want to do is intentionally mislead any customer as we would have absolutely nothing to gain, other than customer dissatisfaction. There is clearly a weakness in our team however, therefore I will be carrying out some refresher training with the Watford manager and her colleagues.
I understand that my Customer Service Manager has now resolved the matter to your satisfaction although if it should help further my direct e-mail address is john.p.clayton@richersounds.com
Yours sincerely,
John Clayton
Operations Director
Richer Sounds
