Target price-matching policy (or lack of, in most stores).

[griffin]

(topic has changed - ignore the 'help request' and just have a read of this first post and the follow up post (http://www.otca.com.au/boards/showpost.php?p=111725&postcount=27))

More of an alert to members here who try to price-match stuff - Target is not the place you can rely on for price-matching. It was even confirmed by one store I spoke to, that each store has its own policy, and some stores change it depending on which manager is on. (no, seriously)

I actually enjoyed doing this. It was a lot of fun to get such an odd and varied range of responses to something, every other national store chain has a set policy on.

I rang up 13 Target stores in Brisbane, plus 3 in Sydney and the one in Perth that price-matched for one member, but then refused to do it to another member a few hours later.

Each time I said the exact same thing:


Hi there. I'm just enquiring to see if your particular Target store currently has a price matching policy.

(note that I asked about their store, not Target in general)

The responses are below, but first - how you can help.
As you will see below, obviously Target are in need of a set, written, national policy on Price-matching, to prevent all this confusion and frustration they are causing the customers.

Look up the phone book, or the store locator on the www.target.com.au (http://www.target.com.au) website, and ring up some of your local stores (or any store if you want), and ask them what I quoted above. Write down what they say, and post it up here so that members know which stores to avoid, and which are best to price-match. We'll also be able to see if any store contradicts itself if you call a store that has already been called.
How does this help?
Well, if the stores each get multiple calls from customers asking about a price-matching policy, they might just do something about it, so that they have a set response ready. Even if it means they decide not to have one at all, at least we'll know to avoid wasting time with that store-chain.
ALSO, in a separated topic in the OZ news section, is a reference posting on what the current Price-Matching Policies are for Australian National Store Chains - and if Target finally decide to generate an official policy, I can add it to the posting for the rest of you to benefit.

Now, onto the rather interesting (amusing) list of responses I got.

QLD

CBD - No

Carindale - Originally 'No', then 'only on Toys during the Toy Sale', and then told to talk to Store Manager when he eventually returns to the store.

Mt Gravatt - No

Browns Plains - Yes, but only items that are instock in their competitor's store, AND has to be featured in BOTH Target and the competitor's CURRENT catalogue.

Buranda - No

Chermside - No electronics, but yes to items instock at competitor's store.

Capalaba - Yes, but only in a store within 5Kms, and must be the exact item.

Indooroopilly - Sometimes, but not often (I swear, that is exactly what they said)

Ipswich - Depends on which manager is on at the time (I'm not making this stuff up!)

Mount Ommaney - No, and tried to convince me that it was their national policy, and that no Target store price-matches.

Redbank - Yes, but only against items instock in stores within the same shopping centre (it isn't a big shopping centre).

Springwood - Only on toys during the upcoming Toy Sale.

Mitchelton - No.

NSW

Liverpool - Yes, but needs to be in the competitor's catalogue and on sale (not regular prices) at both stores at the same time.

Miranda - Yes, but will only check against stores within the complex (so even if every other BigW in the state has a particular item in stock, if the Miranda BigW doesn't, you're out of luck).

Castle Hill - Yes, but only against stores in the centre, must be a regular price (not a sale price), and must be in stock at that competitor.

(so Liverpool will only match sale prices, while Castle Hill will only match regular prices... ???)

WA

Bullcreek - Depends on the item. You must bring in the competitor's catalogue and they will only match sale prices. And if it is BigW, they will ring to see if it is instock, and will only match if it is.

I will be ringing up the head office on monday to see what they have to say about this weird price-matching policy Target seems to have. They're supposed to be a national chain, but they're worse than a franchise.

[blackie]

i just sent a text to a mate of mine who works in the toy dept at my local target, so we shall see what he says

i cant believe that kmart has one and target doesnt....

[griffin]

They are separate entities now, just owned by the same company (Wesfarmers), who made them more independant of each other. They are even encouraged to compete against each other, to improve market share and profit, hopefully at the expense of BigW. But I think it was more in case they sold of Kmart (their original plan when they bought the Coles Group), which would have been messy if Target and Kmart were still working as one company.

[foor]

I rang the local Target in Palmerston, Darwin. I spoke to ... someone. Not the manager, but this person flat out told me they don't price match. I tried to argue and say there's proof other Targets in Australia are matching, and she wouldn't budge. Said that was up to the individual Targets to do so, but they don't. Ever.

[Doubledealer]

I went to Target Indooroopilly today and tried to get them to price match Jetfire with a printout of the receipt someone here uploaded whereby a Big-W price match was honoured (at the Liverpool, Sydney Target).

A lady came over from customer service and said that they don't price match. I queried her as to why one store would when theirs don't. She looked like I had just asked her the meaning of life, after recovering she then asked the store hand to ring out the back and see what they think. I then got the response saying they only price match during their toy sale which is coming up soon. Roooiight. What's their motto again? 100% miserable? :p

[jaydisc]

A few weeks ago I saw clear signage at Target for the upcoming toy sale stating that they'd price match any items on layby. I looked for the fine print as I didn't fully understand it, but I couldn't find it. When i went back the following week, the signage was gone, and I can't find a trace of it anywhere now.

[Doubledealer]

I actually asked the lady at Indooroopilly Target if I could laybuy Jetfire then price-comparison him during their sale. She said no, you commit to pay the price on the item at the time of doing the laybuy. :/

[Fungal Infection]

Wow, didn't realise my Jetfire price matching shenanigans would set off such a powderkeg!! I hope the manager at Liverpool Target doesn't get into shit and prevent me from price matching there ever again! :p

[Dkaris]

you couldve at least waited till i was working to call, then you couldve sung me happy birthday =P

[Wheel-J]

In Victoria, pretty sure Target Watergardens will do price matching as it is vividly posted in front of the store entrance.

[jaydisc]

In Victoria, pretty sure Target Watergardens will do price matching as it is vividly posted in front of the store entrance.

Ooohh. pics please!

[TF76]

Nettie has worked for target for 5 years and says it is a store to store thing
there is usually no price matching policy, it is up to each store and each manager.

So you could go into tomorrow and get a price match but go in on monday and another manager might deny it. It is really up to them what they do.

[Wheel-J]

Ooohh. pics please!

I wasn't aware of this thread before I went there so I thought it's not a big deal... mayhaps some other time...

[TF76]

Ill be probably going there tomorrow Jay anyway so ill take a pic for you but,
nettie says, "if watergardens price match that's perfect, go there! cos other stores wont give a fat rats anus if watergardens have a sign up or you have a pic or anything. so just go to watergardens. or find another store with a sign up." :D

[Dylbot]

Ill be probably going there tomorrow Jay anyway so ill take a pic for you but,
nettie says, "if watergardens price match that's perfect, go there! cos other stores wont give a fat rats anus if watergardens have a sign up or you have a pic or anything. so just go to watergardens. or find another store with a sign up." :D

Don't wanna offend anyone here but, Me and a friend (who has red hair) went to watergardens the other day, and a group of wogs came up to us and said "oi ranga, get the f*** out of here" I don't really want to go back there.

[TF76]

Im really sorry...










...That your friend has red hair!!! :D



Watergardens can be a little like that, hope everything was ok...

Sorry to make light of it Ill edit this if you like... Just PM

[nettie!]

just in response to the OP

unless you speak to a store manager, you are unlikely to get a viable answer

you would gain more by speaking to head office about your concerns - more specifically, instead of everyone calling their local store etc, call head office and ask them - do not underestimate the powers of telling management that you have spoken to head office in regards to such and such

[Wheel-J]

TF76: Keep an eye either on that signage posted at the security rails/detector or that portable boards just at the entrance.

(Out of the topic: Also if you fancy about foods, Hog's Breath has opened only last Tuesday.)

[nettie!]

TF76: Keep an eye either on that signage posted at the security rails/detector or that portable boards just at the entrance.

(Out of the topic: Also if you fancy about foods, Hog's Breath has opened only last Tuesday.)

we totally went for dinner there last weekend YUMMM!

[sanbot]

Castle Hill - Yes, but only against stores in the centre, must be a regular price (not a sale price), and must be in stock at that competitor.



Well at least they told u the same thing they told me when I went yesterday.


I actually asked the lady at Indooroopilly Target if I could laybuy Jetfire then price-comparison him during their sale. She said no, you commit to pay the price on the item at the time of doing the laybuy. :/

Again another example of the inconsistencies with Target. I remember when I layby'd Masterpiece Optimus before the sale and I asked if I could get it at the sale price when it starts and the guy there was like no problem! When the sale came and I took it off layby the person serving me said nope you can't get it at sale price! Luckily the person who told me I could in the first place was there at the time.

[Kyle]

WA

Bullcreek - Depends on the item. You must bring in the competitor's catalogue and they will only match sale prices. And if it is BigW, they will ring to see if it is instock, and will only match if it is.

I brought a Big W catalog with me to Bullcreek this morning. The check-out girl had no clue about price-matching and called her superior. We waited about 5 minutes. When the superior came she didn't even look at the catalog. She told me "we don't price-match" then quickly turned around and walked away. :o

[Sleeve]

This is a coincidence as I was only at Morayfield Target a few hours ago and asked if they price-match, as there was a large stock of Leader Jetfire. Their policy was no price-matching at all on toys because their sale starts in a couple of weeks, and even if the sale wasn't on they don't generally do it.

[nettie!]

again, you would probably get a better result by calling head office

[STL]

I have had success before. I guess it's the way you ask and who you get and what mood they're in. All I did was not even have a catalogue, I just brought in a recept from K-Mart for the same item.

The other way I've managed to get stuff cheap from Target is damaged packaging. I just go and ask the manager if there's a discount. It's worked about 5 times for me.

[JuzMel]

Target really sucks then in this sense.

When I had a lay-by at Kmart some time back, the figures were lay-by with their original prices. Then when the sale came and I went to make a payment, I asked the lady if she can adjust the prices to match the sale price. She kindly said yes and this is what they do for all their items on layby anyway.

Now Target on the other hand, I lay-by the Animated Voyagers for $40 each and when the sale came and they were $30 each, I went to cancel the layby- hoping the lady would tell me they can just adjust the prices on the layby. But NOPE, had to cancel the old layby and do a new one again. :rolleyes:

[nettie!]

Kmarts layby system ALLOWS prices to be overridden whereas targets does not.
I know that with my store, if someone wants sale price on their layby then they have to cancel it, find the stock on the floor and re-layby - we aren't allowed to just redo the exact same layby - this may just be my store or stores with similar loss prevention issues but the systems for kmart are different to targets.

[griffin]

As recommended by nettie!, I rang up the head office and asked them if they have a price-matching policy. (this was a bit funny) She answered a definite NO, but, then started rattling off the conditions of price-matching (huh???) :rolleyes:

So getting past the contradiction within the one sentance, this is what I was told:

It has to be currently advertised in both their (Target) catalogue and the competitor's catalogue, and has to be instock at both stores, BUT, price-matching is only honoured at the Store Manager's discretion.

Sooo, they have an unwritten* price-matching policy, but there's no guarantee that they will honour it at any store, at any time.

(* she told me that it was not something officially written anywhere.)

--------
While I had her attention, I also asked something that had been bugging me for quite a while now - why does Target only restock after lengthy periods of time instead of when the actual stock runs out?
She asked me if I was a customer, because 'customers don't ask that sort of question'. True, to an extent, so I told her that I run a site that monitors and tracks toy stock levels across the country, and Target had been known to not restock for ages after their items sell out.
She then told me that they wait until all their stores require stock before ordering in new stock from the supplier and ship it to stores. So if your Target store sells out faster than most, you'll have a longer wait for new TFs stock.
That is just a brilliant strategy to keep longterm customer loyalty... :rolleyes:

I also gave her some feedback on stores not fully capitalising on the TFs movie while it is at its peak demand for toys. I said that I thought it was strange to not try to sell as many toys as possible now at full price, but instead was hearing that stores were holding them back until after the movie dies down and try to sell them at about 30% off during the toy sale.
She told me (rather rudely) it was just my opinion, and the toys will still sell. And with that unfriendly response, that was the end of the conversation.
It's not like I was a competitor, so I don't see why she needed to be so hostile. If anything, this site would be helping promote them, if they tried to live up to their claim of aiming for '100% happy'.

(no offense to the front line employees at Target. I only have a problem with the corporate decisions you guys have to deal with, and the cranky customers that results from it)

[nettie!]

Good work!!!

And they are total tools when it comes to their "100% happy" claim

in all my years at target I've never once thought to ask about the time between restocking... Very lame excuse! - I'll talk to the toy bm at my store over the weekend and see what he says :confused: lol

[sanbot]

Good to know Griffin.

I guess it kinda confirmed what many of us already felt about Target.

[Dkaris]

lol our head office staff, corporate staff and district managers are hated with a very strong passion, by both normal staff, night fillers and lower management, because at the end of the day their decisions make our job harder, and we have to deal with the public because of these decisions =[

[sanbot]

lol our head office staff, corporate staff and district managers are hated with a very strong passion, by both normal staff, night fillers and lower management, because at the end of the day their decisions make our job harder, and we have to deal with the public because of these decisions =[

I know the feeling, having worked at Myer's and the Pizza Hut call centre. Front line staff always cop the flack.

[griffin]

That reminds me of something else while I was talking to the Target Customer Service - she straight out said to me, 'why don't you just go and buy it from the competitor then if they are cheaper?'

Two things are wrong with that. One, she shouldn't be trying to discourage a customer from buying at their store(chain). Two (which I actually told her, and she didn't have an answer to it), what if I want to be buying all my stuff from one store and one item is known to be cheaper elsewhere? It may seem an obvious question if you are buying one item - it's easier to go to the competitor - but she wasn't thinking of the bigger picture, and at least try to do her job to encourage people to shop at Target. In the end because of this, she's discouraged more customers from shopping there.

[nettie!]

WOAH! head office can be pretty stupid :rolleyes: I'll tell my store manager what happened and see what she says..?

[jaydisc]

I finally found that signage I originally saw:

http://itfdb.com/temporary/tf/IMG_0025.jpg

And I asked for a bit of clarification. This isn't in effect until the toy sale. So if, after July 23rd, Big W or Kmart have another sale, and you have items on layby, Target will price match them with proof of catalog. I asked if that meant any sale until the items are picked up until layby, and the first lady said no, only during the toy sale. She was quickly corrected by a superior behind her that pointed out that the sign does not say that and thus you should be able to price match throughout the term of the layby.

I suspect that's as close to a written policy as we'll get from Target for now.

Is layby until Christmas only available during the sale? If not, this should give us a documented, enforceable Target price matching policy until the end of the year. :D

[Paulbot]

I remember that sign up during last year's toy sale. I thought that it might help me price match the MP4Convoy I already had on laybuy to their toy sale price, but it didn't.

[nettie!]

Jay - Xmas layby are only available during toy sale

But yes, that should work as a price matching policy for stock on Xmas layby

[Stompy]

I remember that sign up during last year's toy sale. I thought that it might help me price match the MP4Convoy I already had on laybuy to their toy sale price, but it didn't.

Yeah, I got stuck with the same situation last year. The Manager/Supervisor was not friendly at all when I asked but the one at the cashier told me to just go to the service desk, do a change of mind refund and then rebuy it at the lower price.

I understand they are busy during these toy sales and are inundated with queries throughout the sale, but being bitter and scowly when asked for help is NOT customer service. They have time to prepare themselves so there's little excuse on bad manners.

[nettie!]

i am always nice - especially during toy sale - so come visit me :D

[GoktimusPrime]

Carlingford NSW - No.

[griffin]

Broadway Target said no, and told me to try the Bondi Store to see if they pricematch... Huh??? This store is actually trying to encourage me to go to another store.... This storechain just gets more absurd the more I deal with them.

[Dkaris]

This storechain just gets more absurd the more I deal with them.

Replace storechain with customers and thats how we feel every weekend.lol.

[nettie!]

Replace storechain with customers and thats how we feel every weekend.lol.

lol totally!

[sanbot]

Broadway Target said no, and told me to try the Bondi Store to see if they pricematch... Huh??? This store is actually trying to encourage me to go to another store.... This storechain just gets more absurd the more I deal with them.

what time were you there on saturday?! I was there!

[SentinelPrime]

Target Australia needs to get their act together regarding Price Matching. You either do it, or you dont! You shouldnt have to read between the lines or any fine print, or checking with different stores. It really is Un-Australian in book.

[griffin]

what time were you there on saturday?! I was there!

In the afternoon, from about 3pm to 5pm.

[Robzy]

OMG Griffin... some of the things you have posted are amazing. I can't believe some of the things you were told! Target have no idea what they're doing!

I used to work at Target (for about 4 years) but I just had to get out of there! That was 9 years ago, and it's really sad to see nothing's changed since I quit! :rolleyes:

[Tetsuwan Convoy]

Replace storechain with customers and thats how we feel every weekend.lol.

Maybe the random customer angst is cause by the stores in the first place....

I was shocked initailly by what I read on this thread, but really, customer service in Australia is embarrasingly poor.. So it shouldn't suprise me that much.

[nettie!]

Maybe the random customer angst is cause by the stores in the first place....

as a customer and employee I feel it from both sides of the issue.

[Dkaris]

Maybe the random customer angst is cause by the stores in the first place....

I was shocked initailly by what I read on this thread, but really, customer service in Australia is embarrasingly poor.. So it shouldn't suprise me that much.

Or maybe its because the majority of the Australian general public are halfwits and couldnt think for themselves to save their life. Some of the questions i get are unbelievable. I often find myself wondering why these people are allowed to shop without some kind of carer, or drive a car. Let alone be allowed to breed and create more ignorant offspring. Someone once joked with me that stores should have an IQ test in order to grant entry to customers, I laughed and told them to stop being stupid, Now I don't think its such a bad idea.

[SentinelPrime]

Or maybe its because the majority of the Australian general public are halfwits and couldnt think for themselves to save their life. Some of the questions i get are unbelievable. I often find myself wondering why these people are allowed to shop without some kind of carer, or drive a car. Let alone be allowed to breed and create more ignorant offspring. Someone once joked with me that stores should have an IQ test in order to grant entry to customers, I laughed and told them to stop being stupid, Now I don't think its such a bad idea.

The question isnt the integrity of the customer, its the policy put in place by the organisation and the way it is translated through their employees.

[Dkaris]

The question isnt the integrity of the customer, its the policy put in place by the organisation and the way it is translated through their employees.

I'll correct you there. its the way its translated through Management. not us. We dont enforce it, we're the one's in the diret firing line copping shit straight from disgruntled customers. There was a time i tried to empathize with them, but you get so many in who want things cheaper, or price matched. At the end of the day its store manager, or line managers decision. Not ours. No matter how many insults you fling you wont get your item price matched. I've had people try to bribe me to price match. Now wait a minute, your paying a bit less for the item, then you give me money? Doesn't that defeat the purpose of price matching in the first place?

Perhaps you think I'm a bitter employee, and to an extent your correct, but when you cop the insults for merely doing your job, or get spat at because they dont get their own way, thats what happens. You may say the price matching policy (or lack of, for your arguments sake) isn't good enough, well write to head office. Here's the detials.

1800 814 788 weekdays, between 9.00am and 5.00pm AEST.
And if you want to write:
Reply Paid 41
PO box 41
Nth Geelong Vic 3215.

[SentinelPrime]

I'll correct you there. its the way its translated through Management. not us. We dont enforce it, we're the one's in the diret firing line copping shit straight from disgruntled customers. There was a time i tried to empathize with them, but you get so many in who want things cheaper, or price matched. At the end of the day its store manager, or line managers decision. Not ours. No matter how many insults you fling you wont get your item price matched. I've had people try to bribe me to price match. Now wait a minute, your paying a bit less for the item, then you give me money? Doesn't that defeat the purpose of price matching in the first place?

Perhaps you think I'm a bitter employee, and to an extent your correct, but when you cop the insults for merely doing your job, or get spat at because they dont get their own way, thats what happens. You may say the price matching policy (or lack of, for your arguments sake) isn't good enough, well write to head office. Here's the detials.

1800 814 788 weekdays, between 9.00am and 5.00pm AEST.
And if you want to write:
Reply Paid 41
PO box 41
Nth Geelong Vic 3215.

I wouldnt waste my time putting pen to paper. If you dont like the ups and downs you get at work from customers then quit! I too know what its like to work in retail, and I totally understand where your comming from. But the topic of this thread is the company's policy on price matching.
When I knew another customer had recently purchased some tfs with a price match at target, I immediately went to purchase from the same store, only to be told very rudely I might add from the employees that I as wrong. I could of told the woman right there and then what I thought of her, but i didnt, and that gets you no where.
So dont assume this thread is a place to vent your frustation at work and vice versa for customers. Its intention is to bring to light how stupid the policy is and it really needs to be looked at either by 'Management' or any other employee of Target.

[Dkaris]

All im saying is, get enough complaints about the policy and theyll be forced to change it. at least if you call or write or email them about it then youve made the effort to try to let them know that there are people out there who arent happy with their policy and would like to see it changed

[nettie!]

All im saying is, get enough complaints about the policy and theyll be forced to change it. at least if you call or write or email them about it then youve made the effort to try to let them know that there are people out there who arent happy with their policy and would like to see it changed

i was saying this too and griffin finally did call them :) hooray someone with brains!

target arent going to change anything if they dont know anything is wrong.
it's not going to matter how many casual employees you ask if they price match cos at the end of the day, we go home, bitch to our families about the stupid customers asking for price matching and that's it.

if you have an issue, you NEED to raise it with MANAGEMENT!
dont just settle for the person who answers the phone.
even store managers arent going to get you anywhere as they answer to region and district managers - the region and district managers answer higher again.

and sentinel prime - noone is saying they do not like their job.
i LOVE my job! (at target, in layby and refunds, all dealing with customer requests and price matching queries) and as much as i get annoyed with customers, i cant wait to go back the next day.

you having an issue = you contacting head office

[SentinelPrime]

i was saying this too and griffin finally did call them :) hooray someone with brains!

target arent going to change anything if they dont know anything is wrong.
it's not going to matter how many casual employees you ask if they price match cos at the end of the day, we go home, bitch to our families about the stupid customers asking for price matching and that's it.

if you have an issue, you NEED to raise it with MANAGEMENT!
dont just settle for the person who answers the phone.
even store managers arent going to get you anywhere as they answer to region and district managers - the region and district managers answer higher again.

and sentinel prime - noone is saying they do not like their job.
i LOVE my job! (at target, in layby and refunds, all dealing with customer requests and price matching queries) and as much as i get annoyed with customers, i cant wait to go back the next day.

you having an issue = you contacting head office

as i said, i wouldnt waste my time. i just dont shop there.

[nettie!]

well then i dont think there is anything left for you to say about the subject.

[Dkaris]

omg refunds! refunds and hardgoods get on pretty well at our store (im in hard goods) we get along, but everyone hates the dock staff. their mean.

[nettie!]

lol
all our depts get along fine - just certain staff that arent liked :rolleyes:

*majorly excited for toy sale!* best time of year :D

[Golden Phoenix]

if you have an issue, you NEED to raise it with MANAGEMENT!
dont just settle for the person who answers the phone.
even store managers arent going to get you anywhere as they answer to region and district managers - the region and district managers answer higher again.

This is true
Everyone under and including my Manager is useless (except me)

If you want something done, even if it is for the good of the store, you have to either tell the area manager or someone from head office, or make it hurt their bottom line and help them figure out what may be the problem

[blackie]

Everyone under and including my Manager is useless

good to see your honest about your abilities :P

[Golden Phoenix]

good to see your honest about your abilities :P

damn you
you quoted it before it updated >.<

[blackie]

damn you
you quoted it before it updated >.<

pure win :P

[nettie!]

LOL

[Seraphim Prime]

I work at Carlo (Carlingford) Target, and I've always worked with the understanding that price matches will only happen if the competitor is within the centre, is stocking the exact same product, and said product is in stock at the competitor.

Of course it still has to be vetted through a manager, so that general rule has no real authority unless the manager decides to do so.

As Gok says, this usually means that there will be no price match...

In termsf laybuy price matching, I can't really say as I've managed to get my laybys matched. Of course it probably helps that I know and get along well with the Layby staff at my store.

[Saintly]

Target Burwood NSW only price match regular price, not sale price. I've asked twice on two separate occasions to two different staff.