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Claimant's opinion: I was not connected with a supervisor for which I asked to talk to when the price discrepancy was noticed with the 1st sales rep. It does take the authority of a supervisor to clarify or resolve such discrepancies, yet It took 2 hours till my request to talk to a supervisor was followed and she then gave me the "out of stock" message.
I choose to get my claim publicized, if there is no offer to "make me happy" by the 13th of July 21 from Brylane Inc . I believe there must be other people who had the same bad experience and make it public.
The customer is quite right. If two chairs advertised at $19.99 were in stock when the customer called, the customer service person should have been able to check the catalog, verify the price, and sell the chairs to them at the advertised price. Failing that, CS should have made sure a supervisor was on the phone immediately. Failing THAT, the supervisor should have called back immediately. So many failures meant that the customer lost out.
It's unclear to me whether or not the price was mis-advertised. I looked up the chairs and I'd have thought that $19.99 was a reasonable sale price.
If the price WAS in error, there's no federal law mandating that the chairs be sold at the advertised price, but state Truth in Advertising laws usually require that goods are either sold as advertised or that a retraction be immediately made. In practice, companies will sell as advertised unless the mistake is serious - say, a $1000 TV is mistakenly advertised at $10 and the potential loss would be enormous. In this case, there would be no such enormous loss. They're camp chairs.
If CS isn't empowered to make the call about such issues, or if its personnel are that badly trained, then Brylane has a real problem that they'll lose customers over. If I were the CEO I'd take this as a wake-up call.
My recommendation is that Bryan issue a $100 credit ($69.99 - $19.99 x 2) to this customer. That way the customer can keep the credit in case the chairs do come back in stock or use it now.
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