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 Honor your pricing
Posted Fri August 29, 2008 1:13 pm, by Janelle J. written to Macys.com
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Recently I placed an order for an item that was not only on your website but also advertised in an email sent to me. This email advertised a special and had a coupon code which gave me a further discount. I placed the order and was told I would have to wait almost a month for the order to be fulfilled, which while I was not pleased with, I decided was fine. Then two weeks later I was sent an email saying that due to some system error my order would be canceled. I was not given the option to repurchase or even a sufficient explanation other than "read our pricing policy" which basically said macys.com can cancel an order after it has been placed.
Never have I been to a store, whether it be a brick and mortar store or an online one, where if an item was marked wrong, my item was taken away. 100% of the time, the price error was honored and I was given the price that was marked. This is called customer service. Something that macys.com obviously has no notion of. I emailed macys.com to complain about this and received a generic email telling me to read the pricing policy.
While I appreciate the apology sent, I did read the Pricing Policy as suggested, and did see that you state you reserve the right to correct the error after the order has been placed. However correcting an order 2 weeks after it has been placed is highly suspect to me. Are you suggesting that weeks after an order is placed, if Macy's decides on a whim that some "system error " occurred they can cancel orders to whomever they choose? This is ridiculous. Never have I heard of any other online retailer doing such a thing. If a system error occurred, this should have been noted and the orders canceled within days of the order being placed, not two weeks later. There is such a thing as false advertising and I do believe this qualifies.
I don't accept this apology from Macy's and I will not look to macys.com to fulfill any of my shopping needs in the future.
I will also be happy to share this experience with others on the web. I'm sure macys.com realizes the importance of online word of mouth and how fast bad publicity can and will travel. Maybe next time macys.com will be more concerned with their customers.
I would like the price stated for the comforter set I ordered honored.
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by flyawaygirl78 Posted Wed October 14, 2009 @ 11:49 PM
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I had a very similar situation occur myself!!! Same thing, I found an
item I wanted, purchased it and used an extra coupon discount. I paid
for it and received an order confirmation a few minutes later, stating
the order was to ship 3 days later. The next day I received an email
stating there was some sort of discrepancy and that they had cancelled
my order. I called Customer Service, only to be told that they were
unable to confirm my CC payment and cancelled the order (which I
already knew!). I am currently living in Australia and was going to
have the merchandise sent to my parents house in Arizona (I paid on my
Mastercard). I find this to be quite interesting, as many smaller
companies that I have shopped online with have not had problems
verifying payment. For such a large company, one would think that they
would have the capability to verify payment details, esp when I bank
with one of the largest banks in Australia! I was quite dissapointed
and will not be shopping Macy's when I go home later this year.
-Anne C
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by Kelshir Posted Fri August 29, 2008 @ 8:22 PM
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I would not count on you getting for that price (may I ask what it
was, originally, with discount, and then coupon). This has happened
many times online with many different retailers, and they do not have
to honor the price online and can cancel your order.
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by Donno Posted Fri August 29, 2008 @ 3:34 PM
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I had a little trouble understanding whether or not a pricing *error*
occurred, but generally here is what Macy's says on their website:
"Special Purchase" offers are limited to stock on hand. When we offer
clearance merchandise, as you might expect, we often experience a high
volume of orders. When that happens, our real-time inventory system
sometimes is not able to keep up with demand, and we may have to
cancel certain orders after they are accepted. We apologize for any
inconvenience should this occur with your order.
Unless I misinterpreted your complaint, this sounds like something
that might happen when shopping for specials at Macys.com. I'm not
seeing where they said there was a price error and that is why they
cancelled the order. It looks like they just couldn't fill the order
using inventory. I'm sorry you missed out, but I'm not sure this is
something to tell all your frineds and family about.
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