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Checkpoint: Me vs. FutureShop’s Price Protection Policy

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checkpoint-me-vs-fs-price-protection-policy

Update #2:

Today, December 15, 2009, I checked my VISA statement online and noticed that FutureShop issued a $22.60 credit. It only took 30+ days for them to finally honor their price protection policy.  Ridiculous. I’ll make sure to think twice before relying on that again.

Those of you who are paying attention to the math will notice that my final cost for Modern Warfare 2 is $45.19; $2.60 less than what my printable receipt stated.

Needless to say, I’m not fighting this error.

Update #1:

I called FuturShop support on December 14, 2009. I tried to give the woman on the line my “confirmation number”, but she did not know what to do with my confirmation number. I had to give my order number instead. She explained that my issue had to be escalated and I will be receiving an e-mail notification within 24 hours. If I don’t hear from them, I should call back.

I tried to explain to her that I have been told the same drivel for the past month, but she said she couldn’t do anything about that since there were no notes on the order.

I guess I will be calling back at 10:15 AM tomorrow if I don’t receive anything.

Back on October 19, 2009, FutureShop held a great deal for Modern Warfare 2. It was $49.99 ($20 off) which is quite the deal for a new release. I wanted to take advantage of this opportunity, but I wasn’t going to wait up until 12:00 AM PST for the deal to go live. So I did the next best thing and placed an order at full price; I had planned on using FutureShop’s own “Lowest Price Guarantee“.

The next day, I sent an e-mail to FutureShop’s customer service and was assured that I will be receiving the game for $49.99 through the following e-mail.

oct-19-low-price-guarantee

I was pleased by the quick turnaround and assurances, but that quickly turned into bewilderment when I received the shipping notification on November 9th, 2009. I went onto FutureShop’s website to check the invoice and confirm the price and this was what I saw:

invoice

What is going on here? It looks like I’m being charged the base price of $39.99 (instead of $49.99), but they charged my VISA the full $59.99 price. This didn’t make much sense so I called FutureShop’s customer support which assured me that I will be receiving my refund in 3 – 5 business days.

So I waited.

By November 24, 2009, I still haven’t received my refund so I sent them a little message. I received a response on the same day which assured me that the issue has been forwarded to “the appropriate department to investigate this issue further”.

So I continued to wait.

It’s November 30th, 2009 — nearly seven days have passed — and not a word from FutureShop. I decided to send them another e-mail asking why this has taken so long. A few days pass and no response. This is getting ridiculous.

On December 4th, 2009, I sent out another e-mail voicing the amount of time it has taken to resolve this issue. I get a response which essentially regurgitated the exact same info I was told when I called customer support on November 9th, 2009. They say a credit was issued on November 9th, 2009 and that it will take 3 – 5 business days to appear on my credit card statement.

That was 19 business days ago. And still nothing.

I pointed out that fact with my reply and they responded with the same tired line:

We have forwarded your information to the appropriate department to investigate this issue further for you. We understand the importance of this issue and assure you we will get back to you as quickly as possible.

To my surprise, someone responded to that November 30th, 2009 e-mail with more “we’re investigating this issue” messaging.

Does it really take that long to enact this low price guarantee policy? I wish I could say I was the only one experiencing this, but I am not. In fact, I asked around and someone even went as far as to file a complaint via the Better Business Bureau. I haven’t done anything that drastic yet since FutureShop customer support is still talking to me. It may be the same lines over and over again, but there is at least some communication with them.

The next step for me is a phone call. If I don’t get anything by Tuesday, December 8th, 2009, I will place a phone call. Until then, I’ll be doing the exact same thing I’ve been doing for nearly a month: waiting.

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