The Straits Times
Published on Dec 11, 2012

Retailer explains price promise policy


MR JEREMY Chia referred to a discrepancy in prices for a television set between Courts and one of our competitors, and wrote that he was not immediately refunded under Courts' price promise policy ("Store reluctant to honour money-back promise"; last Friday).

Courts is committed to honouring our price promise policy to our customers. The policy guarantees that we offer the lowest prices in Singapore, checked daily across the country, and that we will refund double the price difference if a customer finds a lower price elsewhere.

In the case of Mr Chia's experience, the face value of the television set at Courts was actually lower than at our competitor. However, when the competitor's offer was bundled with an extended warranty product, it was hard to compare the offer to ours.

Courts' sales team at the time could not determine whether the competitor's extended warranty matched the value of our Courts warranty, and so could not immediately refund the price difference.

We have since been in touch with Mr Chia to investigate the matter.

In addition, as part of our commitment to the highest customer service standards in Singapore, we have advised our teams across all 13 Courts locations in Singapore to reinforce the need to handle all customer feedback with the utmost attention and care.

We thank Mr Chia for bringing the matter to our attention.

Christina Oliver (Ms)

Director - Customer Service

Courts (Singapore)