A few months ago I did a study, for my own edification, of several different online plumbing sales websites to both familiarize myself with what people were offering and to also see who was offering the best prices, what brands and to see what features stood out as to price matching, shipping costs, return goods policies and general customer service. Needless to say I was shocked to see the variations and still, til this day wonder how some do any business if the consumer just shopped around and clearly read and compared sites. Since that time one major site (Homeclick) with 8 different divisions selling everything from plumbing to door knobs has filed chapter 7 bankruptcy leaving customers stranded without their money or their merchandise. I learned late last week that someone is trying to now resurrect that brand and website and only time will tell as to whether they are successful or will the customer again fall victim. The lesson that we all see repeatedly, regardless of who you buy from or what you buy online from widgets to around the world cruises, pay with a credit card or through a reputable payment service like “Paypal” where if you don’t get what you were promised then you have a chance to get your money back.
The first time I remember ever hearing of a price matching guarantee was when Circuit City, now completely out of business, was first opened. They promised to match or beat anyone’s price. The first time I had the chance to see if they really meant it was when I went out to buy a new fangled device called a cordless telephone. Now today I don’t even have a land line anymore but then the cordless was a miracle of modern technology. I went first to where everyone went, Sears, and found a SONY brand I liked priced at $89.95 and at the urging of my oldest son then trekked to the new Circuit City to check them out. Sure enough they had the same phone but priced at $129.95 with a young sales rep who was anxious to point out the guarantee that it was the best price in town. When I pointed out to him the error of his ways and that meager Sears had him beaten on price and by $40 you would have thought I had shot him. He went to his floor supervisor who then went to the store manager who then called the district manager who then called the home office. The concensus of their opinions was that I was lying and they promptly suggested I take my business to Sears, buy the phone and bring it and the receipt back and prove it to them. So as angry as I was I still managed to drive back to Sears, buy the phone and then back to Circuit City where I proceeded to collect my price plus 10% difference that their ad and sales man had promised, a princely sum of $44. No wonder they finally went out of business. Today price guarantees are easier to enforce. Yesterday I was shopping for some new laminated flooring for my kitchen and bathrooms. I went online and priced it at several big retailers including HD, Lowes, Lumber Liquidators and Floor and Décor, The best price was from Lumber Liquidators but a 40 mile drive away from me. At the urging of my contractor I went to his “shopping club” nearby where he assured me they would meet or beat any price I had found. They wanted $1.99 per square foot and proudly guaranteed their price for what I had already found for a low of $.78 per square. Unlike the old Circuit City episode the sales lady simply said OK lets look at the competitors website, verified what I said was true and promptly, in accordance to her promise, she met the price and saved me a 40 mile drive, It pays to shop around know who your best vendors are and don’t be afraid to take them up on the challenge to meet or beat a price.
As always, good for words of wisdom and encouragement from her position squarely on the firing line of commerce at National Builder Supply. here is Fran Byrd’s take on price matching and little tricks of the trade to watch out for from some less than honest online dealers.
“From time to time we are asked to price match with other websites. So I just wanted to let you know the guidelines that we follow when we are ask ed to do that. Trust me we are all in favor of a cheaper price. I bargain shop all the time. At no point am I willing to give up quality to save a dollar or two. So what we look at is does the other site have this item/items in stock and can they ship them from their warehouse today? A lot of people don't realize that the face of some of the websites are nothing more than a few people sitting in a room answering the phones, as soon as you place your order with them they then fax a purchase order over to "some other warehouse" and that is who actually ships your order. Here at National Builder Supply we are all sitting about 20 feet from all the toilets and faucets you see on our site. They are here and WE ship your order. Then is it the same quality items? Let’s just use a Price Pfister item #T43-YP0Y (Ashfield Bathroom sink faucet) for example. On our site this is a 4 inch Lavatory faucet with a metal pop-up drain. Another website has this same faucet for about $40-$50 cheaper. But the one they sell has plastic parts. You will know this by the description, it says 50/50. Well if I did not work here, I would say 50/50 what? Then order it because it is cheaper. But now that I know you want the all metal one because it will hold up better over time.Then we ask, do they charge shipping? We have free shipping on ALL orders over $100. No exceptions. We will ship you one or 20 toilets for free. You WILL NOT see the little bitty printed exception to their free shipping promise on our website. Lots of websites have that huge banner at the top of the screen FREE SHIPPING and then underneath it says in little type *excludes large packages, which obviously includes toilets.”
The moral of the story is Apples to Apples….dont get hung up just on price alone. Is it truly the same merchandise? Do they have it in stock and can meet your deadline? Is their promise of free shipping truly free? Last but not least, from Richard’s (that’s me) book of wisdom, can they demonstrate with their history that they do what they say? I’ve spent the last 3 blogs answering that question about NBS because I have found a lot of people seeking the answer and finding out that they are VERY REAL and there is only pride to be found in the way they do business. Call Fran and talk to her about your needs you will find that she really exists and isn’t a figment of my imagination.
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