Purchased items directly through the Philips Hue website. Within 24 hours there was a sale price 33% less on Amazon. This would have saved me over $100 on my order. Called in to see if they could make an adjustment or cancel the order.They couldn’t tell me the order status, said they couldn’t “price match” even though it was their own store on Amazon, claimed it wasn’t them cause it was Amazon (once again, literally the Philips Hue store on Amazon.) was told I’d have order status confirmation by the afternoon and if it hadn’t shipped they could cancel the order.No one contacted me back, the order was not canceled, the sale item went out of stock while I waited, finally 2 business days later I got confirmation that the order had shipped 2 days after I called support.I was told I would need to wait to receive the product, then ship it back to them, then wait for them to refund my credit card. This was their solution instead of just going into their ERP and canceling the order or making an adjustment. Ridiculous.I emailed management at which point I got an email from support with more “urgency” but when I replied to that email I never heard back from anyone.When someone finally contacted me they said they don’t “price match”. I told them I was simply asking them to HONOR the current pricing on the Philips Hue website. (Which now had the same sales price that Amazon had.)They told me to send back items and quoted the wrong model as if they couldn’t be bothered to take 5 seconds to look at the order.The support department is a hot mess. They are unable to provide pre-sales or post sales assistance. But seeing the reviews here it’s obvious that Philips really doesn’t care.I work for an online retailer and everything I asked for should have been a simple click of a button. The techs seemed more hung up on a technicality from the employee handbook than actually addressing the customer's problem.We had an employee like that, and we had to let him go because of how much time, money and damage to our brand it did. I remember saying to this person “getting a customer off the phone isn't the same as addressing their problem.”When you have a department acting as the face of a company, you need to make sure their primary concern is helping the customer. Quoting policy and technicalities for why you can’t help or are unobligated to help is a recipe for disaster. As you can see here from the reviews on this site.If I was a manager or CEO at Philips and I read this, I’d be very upset thinking about how much business this hands off approach is costing us.
