Brown Thomas will offer customers who were affected by a “pricing error” on its website a 20 percent discount on their next order as compensation.
Many Brown Thomas customers have expressed frustration online today after their orders were canceled because the items were mispriced.
Just after 11 a.m., Brown Thomas posted a tweet saying there was a “pricing error” on their website.
“Please note that we encountered a pricing error on our website this morning. Orders sold at an incorrect price will be canceled in accordance with our Terms and Conditions. We are investigating this technical issue and apologize for any inconvenience,” the company wrote.
The company follows by tweeting a link to its Terms and Conditions page.
The Ordering Process section of the Brown Thomas website states: “All orders you place on this website are subject to acceptance in accordance with these Terms and Conditions… We have detected a pricing or product description error.”
However, the ‘Pricing’ section of the Competition and Consumer Protection Commission (CCPC) website states: ‘What if a store displays a single price but charges a higher price – can you pay the lower price? Stores must display the correct price and ensure it is not misleading. This means that the price shown must be the price calculated at checkout. The same applies to websites.”
A number of Twitter users cited the CCPC guidelines and asked the company to clarify the situation, while a number of Brown Thomas customers asked if their purchases would be honored.
One woman tweeted: “My order has been removed from my account without notification. I have confirmation emails and a second that the order is being fulfilled.”
While another wrote: “I literally just got an email confirming my order? So @brownthomas are the orders canceled or are you honoring them?
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In a statement released to Independent.ie, Brown Thomas said the incorrectly priced items were “unavailable”, meaning they were either out of stock or there was insufficient stock to fulfill the orders.
“This morning Brown Thomas experienced a technical error on our website which resulted in a large number of unavailable items being listed for sale at incorrect prices. This issue has now been resolved. We deeply regret this situation and apologize to all customers affected.
“These orders will be canceled in accordance with our terms and conditions. Affected customers will receive a cancellation notice from Brown Thomas in the coming days as these orders cannot be fulfilled. We are working to identify any incorrect orders so refunds can be processed as quickly as possible. These affected customers are also being offered compensation in the form of a 20% discount off their next Brown Thomas online purchase.”
The CCPC said it does not comment on the practices of individual traders.
However, in a statement released to Independent.ie, a spokesman said: “When a consumer buys a product, the consumer is entering into a contract with a retailer. If the trader has made a real mistake and wrongly displayed a price, the contract can be voided. In practice, this means that the consumer is not entitled to claim the wrongly displayed sales price, although he is of course entitled to a full refund.
“However, if a consumer is dissatisfied with the way the matter was handled, we would suggest that they make a formal written complaint to the company setting out their dissatisfaction and explaining how the issue will be resolved. Information on how to complain to a company is available on our website www.ccpc.ie
“If a consumer wishes to contact the CCPC’s dedicated helpline to find out more about their consumer rights, they can contact us by email at email@example.com or by telephone on (01) 4025555.”
https://www.independent.ie/style/fashion/affected-brown-thomas-customers-offered-20pc-discount-after-orders-cancelled-over-pricing-error-41951104.html Affected Brown Thomas customers offered a 20-piece discount after orders were canceled due to “pricing error”.