Complaint - are Samsung messing with RRPs to dodge my refund?
We've seen some odd uses of Recommended Retail Prices over the years - like when Halfords stuck up to a third on the manufacturer's RRP to make their sale prices more impressive, or when Redsave literally changed the definition of RRP to suit their practice of charging more than the product's retail price.
The Recommended Retail Price is and always has been set by manufacturers or wholesalers; it's a guide for retailers so they're aware what level the market will price goods at. Everyone, from Wikipedia to the Financial Times, is very clear on this definition.
That's also what avid Bitterwallet reader Martin thought too, so he wasn't happy when Samsung came up for a new meaning for RRP at a time they owed him money:
My Samsung home cinema system packed in, still within the 12 month waranty - it couldn't be fixed so Samsung offered to refund me. They wouldn't accept my proof of purchase (which was an email from the online retailer) so they offered me the RRP at time of manufacture, less some wear and tear. Being the savvy Bitterwallet shopper that I am, I knew I got a good price for it at the time, and fancied the RRP being quite a bit more. Sadly for me not so...
I paid £295, with all the leading retailers selling between £330-£350, and some were at the RRP of £379.99. But Samsung are telling me the RRP was £250, so well short of the RRP figure that is currently displayed by play.com et al.
When I questioned them on this I was told that the RRP is an average of retailer prices so is out of their control. What a crock - the average price even today isn't £250, and isn't RRP set by the manufacturer? It clearly looks like their policy is to try and pull the wool over my eyes.
Now Samsung are a big company and email receipts are common - in fact they're the way of business for online purchases. So have Samsung used this tactic with you, or somebody you know? Let us know in the comments - our consumer champion Len Dastard is eager to hear from you.