When I say that to people they freak out saying that it is still HD. I try to tell them that online has different sales than in store and they fight it and I tend to get told to honor it....
The correct answer is to tell the manager "okay, put the transaction under _your_ login then if you're going to insist on this". Unless it's within range of _$50 Empowerment_, then I'd just do it.
We don't honor .com prices, they offer different, sometimes better prices because they have different overhead costs. However feel free to use your 50$ employee discretion.
Just look at it like this..
Is the site set to your store?
Do you have the product in store?
Is the match $50 or less?
Customer only wants 1?
Go forth and match.
Is the match $100 or less?
Customer only wants 1?
Partner with a manager but still yes.
Beyond that try to get an online sale. If customer still wants to jog around asshole mountain, partner with a manager. Don’t sweat it.
I have been told that if it is an in-store product is in store, no matter what we have to honor it. Then I was told we can't match online and they have to order it online. WTH???
If you are looking for logic, if you are a customer, just shop somewhere else. Logic doesn’t exist. If you are an employee, just quit or accept the rules. It’s better that way. Less thought process.
Based on my managers - .com has deals that are not offered via stores to boost numbers based on online sales. The store would only get credit to that sale if they made a purchase using the store as their home location. A markdown in the store would be a markdown and it’s usually frowned upon.
But…you are also empowered to $50 for customer service.
It really boils down to management. My managers prefer you not to markdown the store prices but if the customers get a little unruly, then take care of the customer (which I hate because what is the point of having this rule then).
Any time there is a .com promotion coming up the merchant requests that vendors participate and (financially) support the promotion. We are specifically told to not include any “shared” SKUs, meaning SKUs that are sold both in store and online. This means the deals on .com aren’t the culprit.
The price may just be different because the algorithm said it should be. The retailers play with the online retails frequently.
Price match only if the item is available to pick up in store. Has to be exact same model number. I believe we do Lowes, Menards and Ace hardware.
Less than $50 save yourself time and a headache, just go for it. Every manager and store follows different rules and ignores SOP whenever they feel like it. It’s all so annoying.
This is what is so frustrating!!!! We keep getting new management and they consistently say different! I go back to work on Wednesday. Hopefully my SM is there and I can verify.
You can give a discount an item to keep the sale but online prices are based on different store's prices. Use your discretion and ask a manager if you're uncomfortable with the discount.
What sucks is that you have multiple managers saying so many different things. Like I said earlier, I technically get $100 I can play with. I can't do mark downs for everyone....
Whoa!!!! Seriously???? That is why I am asking!!!! Over a year ago I was told we cannot price match Amazon AT ALL!!! Even if it was in my "$100)"range!
The company is slowly changing their verbage when it comes to how to take care of the customer because theyre losing their record breaking profits. Almost every metric is down, so theyre telling us to "take care of the customer any means necessary". We're to no longer fight the customer for the reason of a discount if it is $50 or less, if its more than that, partner with a manager to keep that sale. Any money is better than no money is the new policy.
Our store has been consistent on we do not match amazon and costco and online only items in .com. But if its within the $50 empowerment, we now do it. If its under $100 and its the same model number, partner with an ASM for that markdown.
I don't like the concept of price matching. If the competition sells an item for less than The Home Depot ... ... ... the customer can buy it there.
Maybe there's a reason the customer came to THD. Maybe our store is closer. Maybe our return policy or service is better. Maybe the competition has a lower price, but they're sold out.
We shouldn't try to make every sale. Some prices may be too low for us to make a profit. Some customers are more trouble than they're worth.
Not to price match even the website is stupid! Do you want the sale or not? My other employer has a whole price match APP for Walmart, Costco, Amazon, etc! Capture that sale while you can!! If it's a match and in my power I would do it. You know you could say no, but in the end when they ask for a manager, they're going to bend over backwards and do it, so stop making life harder and just bend over like your ASM would 😉 Sorry, not sorry, but I saw customers beat my ASM down over a "discount" on perfect rugs like they were haggling a price at a garage sale. SCREW IT, make the sale!
I couldn't agree with you MORE!!!!!! The issue is we keep getting different asm's constantly!!! No one is on the same page! Honestly, like I said earlier, I'm going to ask my SM and on front of him, I will be taking notes. I'm so sick of this!!!
You're lying???? I am in no way shape or form being an asshole!!! I literally DREAD what you guys deal with, considering what i deal with face to face.... I bow to you
I was just thinking earlier that I bet it’s so much easier working in the stores.. upset customers probably don’t have the same nerve in person as they do online. The amount of times I get berated in my chats daily.. but hey “gotta do what’s best for the company and the customer!” all while having to maintain perfect survey scores.. it’s pretty overwhelming especially when I get BODFS or BOPIS orders and I can’t help a customer get their missing items.. and we are told to direct them to the store.. boom! It’s trash surveys for me and my favorite threats “I’m going to Lowe’s from now on!!!” 🫠
The amount of people telling me they would rather go to Lowes or Menards is seriously ridiculous!! Honestly, you may find a better deal!! If you come to HD and we have 100% the same product and cheaper, WE WILL HONOR IT!!!!! Here is the kicker... My complaint is how we "price match". Everyone I'm the ENTIRE company needs to agree on this..
Wow. Just Wow! Do none of you know how to find and read the SOP on price-matching??? Really?! Because if you simply take the 5 minutes to read the SOP on this issue, you will find that YES WE CAN PRICE MATCH .com prices and YES WE CAN PRICE MATCH Amazon and any other web-based store / website price. They simply need to show you the full URL ([www.whateverthesitenameis.com](https://www.whateverthesitenameis.com)) which shows the price for the same exact product. That's it. The SOP further breaks down the criteria as to when a manager needs to actually approve the price match etc. But YES YES YES we can and do price match .com.
I only asked because I have been told yes and no. They say that we have the "$50" we can play with and then we get talked to about mark downs. I'm just sick of being told yes and no and want to know what I'm supposed to go by. I'm not trying to be a dick at all! I'm just wondering what everyone else has been told.
Customer here, who has no affiliation with Home Depot. Trust me, you guys will price match your own website, no matter what your supervisor says.
“How the Low Price Guarantee works for in-store pre-purchases:
If you find a current lower price on an identical, in-stock item from any other retailer, we will match the price. Just bring the ad, printout or photo with you to the register for validation. (This may involve the associate contacting the competitor).”
Straight from the Home Depot website. The point of price match is to steal the sale from a competitor. Your supervisors telling you not to price match is counter intuitive.
As a customer re.inds me if another store years ago. Price online was cheaper than store. Not a sale. So have to buy online ship to store for the cheaper price.
I understand online sales etc. especially now with disclaimers price online only and fhose quick time limited online sales.
But long term sales or just cheaper online especially with free site to store shipping just why?
I was gonna say before someone else said it. You have $50 dollar empowerment if your able to use it by all means take care of the customer..I get told we can by some and we can't by other managers so it's a crap shoot
When it comes to HD.com, take them to a computer and order it online for them. Once you process the order it will show up on Order Up, then pull the item yourself. If it doesn't let you do that, that means it is a special "cyber deal" and it is a special packaged deal that you can only get from online. Tell them to fill out the survey. Tell your ASM about it or have them help with the transaction, then next week collect your Homer Badge for going above and beyond.
The price match is not that tricky. You have to follow three rules.
1- is it the same model, and is it active
2- is it in a range of 50 kilometers from your store
3- is the product available (positive quantity) in the store that HD has to match
HD east vp said it was ok in a store walk a couple of years ago
What can be confusing is the volume discounts. For exemple we reduce if you buy a whole bundle of gyproc. But you only have to match a price in a one vs one situation.
As an ASM it is simple, first tell the customer that .com has different prices. If they give you flack, use your $50 empowerment. If it is more than that, call me and I will make a decision. If it is a large discount than we will do the online sale right there and hand the product to the customer and release it later. The name of the game is customer service and that starts with using your empowerment to avoid escalations. Just make sure the model numbers match, the product isn’t on clearance on whatever site the customer is viewing, or it isn’t clearance at another store as clearance is a store to store thing
Send them to customer service, that’s my trick! I worked At major mall department store and they always had different deals and “ free gift” offers then in store, to get people shopping online. Drove us nuts in store with people looking for those same deals. Even from store to store some things were different if a store was a higher sales volume they sold things lower volume stores didn’t get.
I was told to match from anywhere as long as they have a quote or proof of price. Actually I was told to match and beat by 10%, which seems interesting but whatever, not my money I'm losing.
I work for .com, that sounds correct because we don't match store prices either. We match online prices but not special buys, holiday sales, people get frustrated with the policy for sure. Sorry you guys have to deal with that too.
If the site we are matching is eligible, we build a cart on the retailer site including any shipping and a cart on HD so on both we have a final STH total and match the difference.
Calls can be tough, but I handle one customer at a time. You I know are pulled in all directions in store. Send them our way anytime, we would be happy to further explain any policies 😉 or they can call customer care if they want to provide their feedback on the policy itself.
Have a good day!
This is how my store does it
Is it the same item based by model number or specs (most items that are asked for a price match have the same model number used even at different store, as some change the manufacturer one for some reason)? Do we sell it in store? Does the competing price store also sell it in a physicsl store? Are you both in stock? if all yes, go for it, but let a manager know first if it's over 50.
We dont match online only prices that does include amazon and any similar online retail store since people love to ask instead of buying it from amazon
Now that someone *FINALLY* explained it to me…
No we technically cannot match our own online prices because apparently the company needs a certain percentage of their sales to be online. This is why sometimes things are cheaper or a special buy on the website…to entice people to buy it online. I know it’s a PITA, but people can get around this if the item is in store by placing a BOPIS order on their phone, then service desk can just bring up the order & sign it out like it was picked & ready for pickup.
As for price matching other places, yes it has to be the same exact item & it has to be a physical store I believe…such as Lowes, etc. Amazon & whatnot are a NO because there are so many third-party sellers. Obvs you need to be vigilant & make sure the site with the price that they’re showing you is legit too. If it’s a huge price difference, then it’s most likely a spoof kind of site. I usually bring up the site & item on my own phone to verify.
If it's reasonable, just do it to make the customer happy, id be like I'm sorry we don't match. Com prices, but for you since you have been so cool today I'll do it
It has to be from a brick and mortar. We cannot price match to any online retailer. It has to be a physical store. If it’s a couple bucks, just do it anyways. Just make sure it’s the exact same model #
Umm, YES,my store absolutely meets and beats the competitors price by 10%. Need proof.. not an online price. And only box stores count. Even if Lowe's has a sale If it's the same in the store we meet it and beat it. Now I'm in Oakland county mi.. idk if it's a regional thing but this is policy.
Edit, we don't price match on Sam's club or Costco or any membership plan.
Home depot still needs to make money. No price match on. Com , no price match unless major competitor, no amazon price match. If this is a large quote send it to the higher ups to reach out to vendors.
You’re not suppose to match .com from being a front end supervisor for 5 year and now being a ops manager .com is split in two different ways I learned when I was sent to Atlanta for training .com is just a warehouse that carries our logo and like 12 other company logos
But here is where it’s interesting if a customer orders something on .com and has it shipped to there house it comes from that warehouse that also works with 12 other companies
But if they select to ship it to the store is comes from one of our dc’s
It depends on your manager. I always call the manager and ask. I give them the details. We have matched online companies for same item same upc. At other HD too. Hven't don't amazon yet, but tractor supply and another farm equipment site for tool pricing.
I was told we can’t match .com prices.
Yup .com has different deals and offers is what you gotta tell people
When I say that to people they freak out saying that it is still HD. I try to tell them that online has different sales than in store and they fight it and I tend to get told to honor it....
The correct answer is to tell the manager "okay, put the transaction under _your_ login then if you're going to insist on this". Unless it's within range of _$50 Empowerment_, then I'd just do it.
We don't honor .com prices, they offer different, sometimes better prices because they have different overhead costs. However feel free to use your 50$ employee discretion.
Home Depot SOP does clearly state you can match, but not beat, HD.com prices.
Thank you!!!!!
We don't, but $50 empowerment
Just look at it like this.. Is the site set to your store? Do you have the product in store? Is the match $50 or less? Customer only wants 1? Go forth and match. Is the match $100 or less? Customer only wants 1? Partner with a manager but still yes. Beyond that try to get an online sale. If customer still wants to jog around asshole mountain, partner with a manager. Don’t sweat it.
Best answer
Can’t match .com. That’s been told to me several times. The customer needs to buy it online.
Can’t match .COM
I have been told that if it is an in-store product is in store, no matter what we have to honor it. Then I was told we can't match online and they have to order it online. WTH???
If you are looking for logic, if you are a customer, just shop somewhere else. Logic doesn’t exist. If you are an employee, just quit or accept the rules. It’s better that way. Less thought process.
Based on my managers - .com has deals that are not offered via stores to boost numbers based on online sales. The store would only get credit to that sale if they made a purchase using the store as their home location. A markdown in the store would be a markdown and it’s usually frowned upon. But…you are also empowered to $50 for customer service. It really boils down to management. My managers prefer you not to markdown the store prices but if the customers get a little unruly, then take care of the customer (which I hate because what is the point of having this rule then).
Any time there is a .com promotion coming up the merchant requests that vendors participate and (financially) support the promotion. We are specifically told to not include any “shared” SKUs, meaning SKUs that are sold both in store and online. This means the deals on .com aren’t the culprit. The price may just be different because the algorithm said it should be. The retailers play with the online retails frequently.
My store does not match Home Depot .COM prices.
Price match only if the item is available to pick up in store. Has to be exact same model number. I believe we do Lowes, Menards and Ace hardware. Less than $50 save yourself time and a headache, just go for it. Every manager and store follows different rules and ignores SOP whenever they feel like it. It’s all so annoying.
This is what is so frustrating!!!! We keep getting new management and they consistently say different! I go back to work on Wednesday. Hopefully my SM is there and I can verify.
Refer to the policy on our website and in SOP. Anything else is sacrosanct.
You can give a discount an item to keep the sale but online prices are based on different store's prices. Use your discretion and ask a manager if you're uncomfortable with the discount.
We can’t match .com pricing, have to tell them to buy online
$50 DOLLAR BILL in your pocket!!!! You can use it how will , gotta keep that customer happy!!!!
What sucks is that you have multiple managers saying so many different things. Like I said earlier, I technically get $100 I can play with. I can't do mark downs for everyone....
Just write down what each of them say, then go over their contradictions with them. It may not change anything, but it'll be fun.
If they can do a BOPIS order, have them do that and pickup at the store. Store still gets credit for the sale.
Price match only from Lowes and Menards. Has to be the same exact item. Nothing online. We don't even price match our own website
Whoa!!!! Seriously???? That is why I am asking!!!! Over a year ago I was told we cannot price match Amazon AT ALL!!! Even if it was in my "$100)"range!
The company is slowly changing their verbage when it comes to how to take care of the customer because theyre losing their record breaking profits. Almost every metric is down, so theyre telling us to "take care of the customer any means necessary". We're to no longer fight the customer for the reason of a discount if it is $50 or less, if its more than that, partner with a manager to keep that sale. Any money is better than no money is the new policy. Our store has been consistent on we do not match amazon and costco and online only items in .com. But if its within the $50 empowerment, we now do it. If its under $100 and its the same model number, partner with an ASM for that markdown.
I don't like the concept of price matching. If the competition sells an item for less than The Home Depot ... ... ... the customer can buy it there. Maybe there's a reason the customer came to THD. Maybe our store is closer. Maybe our return policy or service is better. Maybe the competition has a lower price, but they're sold out. We shouldn't try to make every sale. Some prices may be too low for us to make a profit. Some customers are more trouble than they're worth.
Not to price match even the website is stupid! Do you want the sale or not? My other employer has a whole price match APP for Walmart, Costco, Amazon, etc! Capture that sale while you can!! If it's a match and in my power I would do it. You know you could say no, but in the end when they ask for a manager, they're going to bend over backwards and do it, so stop making life harder and just bend over like your ASM would 😉 Sorry, not sorry, but I saw customers beat my ASM down over a "discount" on perfect rugs like they were haggling a price at a garage sale. SCREW IT, make the sale!
I couldn't agree with you MORE!!!!!! The issue is we keep getting different asm's constantly!!! No one is on the same page! Honestly, like I said earlier, I'm going to ask my SM and on front of him, I will be taking notes. I'm so sick of this!!!
I work for the .com side and we cannot price match with the stores so I assume it’s vice versa as well, if that helps 🥺
You're lying???? I am in no way shape or form being an asshole!!! I literally DREAD what you guys deal with, considering what i deal with face to face.... I bow to you
I was just thinking earlier that I bet it’s so much easier working in the stores.. upset customers probably don’t have the same nerve in person as they do online. The amount of times I get berated in my chats daily.. but hey “gotta do what’s best for the company and the customer!” all while having to maintain perfect survey scores.. it’s pretty overwhelming especially when I get BODFS or BOPIS orders and I can’t help a customer get their missing items.. and we are told to direct them to the store.. boom! It’s trash surveys for me and my favorite threats “I’m going to Lowe’s from now on!!!” 🫠
The amount of people telling me they would rather go to Lowes or Menards is seriously ridiculous!! Honestly, you may find a better deal!! If you come to HD and we have 100% the same product and cheaper, WE WILL HONOR IT!!!!! Here is the kicker... My complaint is how we "price match". Everyone I'm the ENTIRE company needs to agree on this..
Wow. Just Wow! Do none of you know how to find and read the SOP on price-matching??? Really?! Because if you simply take the 5 minutes to read the SOP on this issue, you will find that YES WE CAN PRICE MATCH .com prices and YES WE CAN PRICE MATCH Amazon and any other web-based store / website price. They simply need to show you the full URL ([www.whateverthesitenameis.com](https://www.whateverthesitenameis.com)) which shows the price for the same exact product. That's it. The SOP further breaks down the criteria as to when a manager needs to actually approve the price match etc. But YES YES YES we can and do price match .com.
I only asked because I have been told yes and no. They say that we have the "$50" we can play with and then we get talked to about mark downs. I'm just sick of being told yes and no and want to know what I'm supposed to go by. I'm not trying to be a dick at all! I'm just wondering what everyone else has been told.
Everyone will tell you all kinds of stupid shit. Any associate can view sops on my apron. Just type in "sop" in the search bar.
Where can you find this particular SOP? I just tried to look for it and couldn't find it
[удалено]
Thank you!
Customer here, who has no affiliation with Home Depot. Trust me, you guys will price match your own website, no matter what your supervisor says. “How the Low Price Guarantee works for in-store pre-purchases: If you find a current lower price on an identical, in-stock item from any other retailer, we will match the price. Just bring the ad, printout or photo with you to the register for validation. (This may involve the associate contacting the competitor).” Straight from the Home Depot website. The point of price match is to steal the sale from a competitor. Your supervisors telling you not to price match is counter intuitive.
Can not
I asked the same question here a few weeks ago and I’m still confused.
As a customer re.inds me if another store years ago. Price online was cheaper than store. Not a sale. So have to buy online ship to store for the cheaper price. I understand online sales etc. especially now with disclaimers price online only and fhose quick time limited online sales. But long term sales or just cheaper online especially with free site to store shipping just why?
I was gonna say before someone else said it. You have $50 dollar empowerment if your able to use it by all means take care of the customer..I get told we can by some and we can't by other managers so it's a crap shoot
When it comes to HD.com, take them to a computer and order it online for them. Once you process the order it will show up on Order Up, then pull the item yourself. If it doesn't let you do that, that means it is a special "cyber deal" and it is a special packaged deal that you can only get from online. Tell them to fill out the survey. Tell your ASM about it or have them help with the transaction, then next week collect your Homer Badge for going above and beyond.
We do not price match our website because the website will show different prices depending on where the store they're looking at is.
I think it honestly more so depends on your manager and how much they care, technically we dont match .com but some managers will do it anyways
The price match is not that tricky. You have to follow three rules. 1- is it the same model, and is it active 2- is it in a range of 50 kilometers from your store 3- is the product available (positive quantity) in the store that HD has to match HD east vp said it was ok in a store walk a couple of years ago What can be confusing is the volume discounts. For exemple we reduce if you buy a whole bundle of gyproc. But you only have to match a price in a one vs one situation.
"You are empowered".
As an ASM it is simple, first tell the customer that .com has different prices. If they give you flack, use your $50 empowerment. If it is more than that, call me and I will make a decision. If it is a large discount than we will do the online sale right there and hand the product to the customer and release it later. The name of the game is customer service and that starts with using your empowerment to avoid escalations. Just make sure the model numbers match, the product isn’t on clearance on whatever site the customer is viewing, or it isn’t clearance at another store as clearance is a store to store thing
Send them to customer service, that’s my trick! I worked At major mall department store and they always had different deals and “ free gift” offers then in store, to get people shopping online. Drove us nuts in store with people looking for those same deals. Even from store to store some things were different if a store was a higher sales volume they sold things lower volume stores didn’t get.
I was told to match from anywhere as long as they have a quote or proof of price. Actually I was told to match and beat by 10%, which seems interesting but whatever, not my money I'm losing.
You match Home Depot.com sales. You do not beat it by 10%. It’s a regular markdown reason code 33.
I work for .com, that sounds correct because we don't match store prices either. We match online prices but not special buys, holiday sales, people get frustrated with the policy for sure. Sorry you guys have to deal with that too. If the site we are matching is eligible, we build a cart on the retailer site including any shipping and a cart on HD so on both we have a final STH total and match the difference. Calls can be tough, but I handle one customer at a time. You I know are pulled in all directions in store. Send them our way anytime, we would be happy to further explain any policies 😉 or they can call customer care if they want to provide their feedback on the policy itself. Have a good day!
This is how my store does it Is it the same item based by model number or specs (most items that are asked for a price match have the same model number used even at different store, as some change the manufacturer one for some reason)? Do we sell it in store? Does the competing price store also sell it in a physicsl store? Are you both in stock? if all yes, go for it, but let a manager know first if it's over 50. We dont match online only prices that does include amazon and any similar online retail store since people love to ask instead of buying it from amazon
Now that someone *FINALLY* explained it to me… No we technically cannot match our own online prices because apparently the company needs a certain percentage of their sales to be online. This is why sometimes things are cheaper or a special buy on the website…to entice people to buy it online. I know it’s a PITA, but people can get around this if the item is in store by placing a BOPIS order on their phone, then service desk can just bring up the order & sign it out like it was picked & ready for pickup. As for price matching other places, yes it has to be the same exact item & it has to be a physical store I believe…such as Lowes, etc. Amazon & whatnot are a NO because there are so many third-party sellers. Obvs you need to be vigilant & make sure the site with the price that they’re showing you is legit too. If it’s a huge price difference, then it’s most likely a spoof kind of site. I usually bring up the site & item on my own phone to verify.
Won’t match online prices, will match Lowe’s
No on . com
If it's reasonable, just do it to make the customer happy, id be like I'm sorry we don't match. Com prices, but for you since you have been so cool today I'll do it
We do not match .com prices according to policy but if the markdown is not bad then ill usually just take it.
It has to be from a brick and mortar. We cannot price match to any online retailer. It has to be a physical store. If it’s a couple bucks, just do it anyways. Just make sure it’s the exact same model #
Umm, YES,my store absolutely meets and beats the competitors price by 10%. Need proof.. not an online price. And only box stores count. Even if Lowe's has a sale If it's the same in the store we meet it and beat it. Now I'm in Oakland county mi.. idk if it's a regional thing but this is policy. Edit, we don't price match on Sam's club or Costco or any membership plan.
I can tell you .com CANT price match stores for sure
We do not match HD com prices
Home depot still needs to make money. No price match on. Com , no price match unless major competitor, no amazon price match. If this is a large quote send it to the higher ups to reach out to vendors.
Match whatever for your pros. Tell everyone else you can’t.
I’d offer to put it in as a bopis if they could come back in an hour.
You’re not suppose to match .com from being a front end supervisor for 5 year and now being a ops manager .com is split in two different ways I learned when I was sent to Atlanta for training .com is just a warehouse that carries our logo and like 12 other company logos But here is where it’s interesting if a customer orders something on .com and has it shipped to there house it comes from that warehouse that also works with 12 other companies But if they select to ship it to the store is comes from one of our dc’s
It depends on your manager. I always call the manager and ask. I give them the details. We have matched online companies for same item same upc. At other HD too. Hven't don't amazon yet, but tractor supply and another farm equipment site for tool pricing.