maybe i've mis-understood, but you have a motto "we won't be beaten on price" but in reality you will be beaten on price? is that correct?
I was also confused by that also, but didnt want to ask incase I appeared dumb.
The company has an offer that states we will beat any local competitors price, however like pretty much any offer in any store, theres terms and conditions, and caveats to that. A big one, which can be seen on any piece of advertising we put out for this offer, is that it's at the managers discretion. And in our store, and any other managed by someone with a brain, it is at the managers discretion that we will not price match ourselves into a loss - after all, we're a business, not a charity. We won't price match something to a tenner that we sell for £9.
In cases where it is likely that we will potentially have that happen, we let the customer know that, we price match everything we can and the other things we cannot they are free to take our normal offer, or take them to the competitor.
This was explained to this woman, she continued the transaction, and then rung up to moan about it the next day.