Weaseling out of a sale is uncoool
February 10, 2012 11:13 AM Subscribe
What should I do about a jewelry company trying to back out of a sale which I already paid for? I ordered online a small piece of custom gold jewelry this week, paying the price coded into the seller's own website. Now the seller's "customer service" staff has emailed me to say the price of gold went up and they can't sell me the piece at the price I paid.
This is the email (typos verbatim) from customer service:
"In regards to your order #[redacted], unfortinately there is a price conflict with the custom [redacted] that you ordered. Gold constantly fluxuates so it hard to keep up with monitoring the price. However just resently gold a risen emmensely to ~$1700.00 an ounce and we have the price qoute for your custom piece at ~$1200.00 an ounce.
Therefore our price for the gold and manufacturing of the piece is $249.99 and we only charged you $189.99 which has a difference of $60.00. If you still would like the piece we will sell it for our cost and would need an additional $60.00 or if you do not want the piece at this time then we can refund you..."
And this is the response I sent:
"I am very disappointed in this email. Please provide a phone number where I can reach a supervisor to discuss this issue. I would like to receive the product I ordered, at the price your company advertised on your own website. [Company] has already been paid for the order, as the money was deducted from my bank account on Feb 8 2012.
I must respectfully disagree with your reasoning for changing my order. Gold has not risen recently, and has not been $1200/ounce since July of 2010. In fact, the price of gold has GONE DOWN since January this year. [ http://www.goldprice.org ] Again, I would like to speak directly with someone about maintaining this order and fulfilling the sale per your listed pricing and the payment I've already made."
-- I was pretty annoyed with the seller's email and my first emotional impulse was to warn everyone I know away from this company and post it on Consumerist. But... I would really like to keep this order, because I haven't been able to find the product with the features/sizing I need anywhere else. Given - this place does have a good price. But I think it's pretty unethical for a seller to list a product at a certain price then try to weasel out of a sale when a customer buys it, because they apparently didn't realize their advertised price was less than they thought it was. I realize there are probably no laws requiring a seller to fulfill the sale if they refund me, but I don't want to be refunded. I want the item. How to best ensure that happens?