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Levy found this hard to swallow. How could a store post a promotion, make it active through the checkout process, and call it an error? He sent me a plaintive email, which elicited a more satisfactory response.
“Long story short, what should have been a $ 25 discount on a single item ended up being a $ 25 discount applied to all items on the website. We worked tirelessly to correct the issue within hours,” she wrote.
“We realize you placed your order in good faith, so in the spirit of the holiday season and as a gesture of thanks for your business, we are extending the following offer to you: Receive $ 25 off any purchase of products valued at $ 100 or more from BestBuy.ca.”
Patrick Carew had a similar beef with Future Shop, the electronics chain owned by Best Buy. He’d placed an online order for a WiFi range extender, selling for $ 44.99 on Dec. 27, and found it was cancelled on Jan. 3.
“Due to a discrepancy in the system, we are not able to complete your request for this product at this time.”
Carew saw the same item selling for $ 69.99 at Futureshop.ca on Jan. 5 — with 17 items in stock.
“I find it difficult to accept the item was out of stock Saturday and in stock Monday. I also find the reason provided (discrepancy in the system) somewhat implausible,” he said.
“I am a rare person who follows up,” he told me, adding that Future Shop failed to satisfy his concerns about its business practices. “There are many others who will simply buy the item at full price less the small discount.”
“We realize this is not the service customers have come to expect from Walmart,” he said.
Walmart will give full refunds to those whose orders were delivered after Dec. 24. For those with late orders delivered before Dec. 24, Walmart will give 100 free prints and a $ 25 credit to use at its photo centre. (It will still fulfill all custom photo orders.)
I’m glad to see the world’s largest retailer face up to a colossal gaffe at its photo centre. It could have reacted sooner, but at least it didn’t delete the dozens of nasty reviews at its Facebook page.