False price match policy and unpleasant experienced.
(Each store price match policy vary by store manager. Most of stores do price match as promised on website. some stores don't do price match included Grandview location.)
Mark's is responsible to advertise correct policy for customer and keep employees informed.
I confirmed with customer service and store employee regarding price match policy to make sure I can get price match for the item that I ordered on online.
The employee told me "no problem as long as I present the picture". (I told him I had a picture to proof which included best buy.ca website, price and date on sale).
Also, customer service representative said "It won't be a problem since the bestbuy.ca is listed in CAD dollar."
FYI) My sister, brother and I ordered same item from Mark's
UV sanitizer $119, which was $79.99 at bestbuy.ca
I had the Mark's gift card and Mark's store was close to my place so I ordered from Mark's instead of Bestbuy.
*The problem started from the store.
The items were lost in store for two weeks and refused price match.
It was not lost, the employees ignored the items they received because they believe they don't carry this item at Marks.
I had to deal with the orders for month. It was waste of time and energy.
Sep 1, Order placed. waited more than week for pick up.
Sep 11, I decided to call store. the employee said "the items are not shipped yet and suggested me to contact customer service."
Sep 14 I called customer service and the representative told me "the items were arrived in store on Sep 4th and he notified store manager with the issue and he told me she would call me next day.
I waited the store manager's phone call. She didn't call me until I call her after two days.
The store manager said she is looking for items "the item is available on online only so she didn't even know they carry this stuff."
I received confirmation email for pick up. only one item were found first day. I went to store to pick up my item and asked price match at Cash.
The employee told me she never heard of price match.
I explained her I did spoke to one of male employee on the phone and customer service). she was very unpleasant for doing the price match.
Second day, my sister got notification email for pick up
My sister went to pick up her item.
(The store manager refused to do price match but applied current promo price). I called store and explained to the manager, she said Mark's never do price match with competitors other than Canadian tire which is same company as Mark's.
The store manager told me she would give me a call as soon as the last item is ready for pick up.
She never called me back until I call her to cancel my order on Sep. 26.
I asked her to cancel my order but she said I need to come to store to get a refund.
An hour later, the manager called me the item is ready, she said she could get one from Canadian tire store which is right next to her store.
It was too late, I already got one from bedbathandbeyond.
I understand it was special situation. annoying for both side.
however, I believe the employees could be more organized and professional for some point.
I still do recommend in store shopping since the employees are helpful and friendly. I never had bad experienced in store shopping.