John Lewis mis-price - Where do I stand?

Empty_pockets

Hi,

Had an ongoing query with John Lewis for the last few days, thought I'd ask here whilst awaiting a call back.

Ok, I'm wanting to buy a new TV, it's priced £749.99 on the website and in store.

I visited Milton Keynes Thursday to order. I was told it's out of stock you are unable to order, we will call you when it is back in stock.

Later that day at home I checked the stock available on the website just in case it case from a different location - They were also out of stock.

The website gives you the option to leave your email and they will be in touch when it is in stock.

Sunday - I get an email (I guess automated) from the website. Item back in stock 'click here to purchase for £499.95'. I clicked the link, took me to the front page of the JL site. I found the item I wanted and it was showing £749, £250 higher than is on the email.

Ok, queried this with the customer service number on the email - the guy didn't know anything about it, nor could he adjust the price nor could he accept a forwarded copy. He advised to visit a store with a printout. I sent an email general customer services at MK store with details anyway

Monday - Receive a call from Sharon at JL Milton Keynes, advise item back in stock. I query price advised in email £499 over their price at £749. She will investigate and get back to me.

Tuesday - Visit Newcastle store with printout - Store unable to match price.

Tuesday 4pm - Voicemail from Sharon saying she has spoken to JL DotCom and they will honour the price of £499.95 today. Just give them a call etc etc.

Wed 9am -I phone JL dotcom, they know nothing about it. Even if they did I am unable to order as it's now out of stock again. More expected sometime this week.

Wed 12pm - Speak to Sharon again. She reports yesterday they agreed to honour price but while she was out of the office this morning someone phoned to say they could now not hour the price. She is now investigating and I am awaiting a call back.


Where do I stand with this? I have the email clearly showing the price of £499.95. Even is it was a mistype/error on their part should I pursue it?

Thanks

Empty_pockets

I don't know how to post the email content but the text is shown below. In the email the product/price was clickable as was the 'click here' line.

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Back in stock

Panasonic Viera TX-P50S20 Plasma HD 1080p Digital Television, 50 Inch
£499.95
Dear Richard Paul,

Further to your recent request, we are pleased to advise you that the Panasonic Viera TX-P50S20 Plasma HD 1080p Digital Television, 50 Inch is now in stock.

Please note that as in our shops, prices may change while we are waiting for new stock to arrive.

Click here to go to this product on johnlewis.com and make your purchase.

Stocks are limited and we advise you to place your order now, as we cannot guarantee this product will be available indefinitely.

If you have any questions please contact us on 08456 049 049 between 7am and midnight, 7 days a week.

Thank you for visiting John Lewis Direct.

Shash Mistry
Customer Service Manager
John Lewis Direct

Ref: backinstock

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midget_gems

I must admit that your OP is very confusing, so im just going to have a 'stab' at this one.

If a store has something mispriced in a shop (even online), they dont actually have to honour the sale. If they do choose to sell you the item then they have to sell it for the mislabelled price, but any major error and they will simply use thier right to refuse sale. Wile it would be a nice hefty £250 saving to make, theres not really any way to make them sell you the TV.

bear in mind, there are different regs regarding online prices and errors, so it would be worth checking that out too.

Empty_pockets

Ok thanks.

custardy

its an email error
you have no chance of getting it honoured

tjuk

I don't think they have to honour it but i would stick with it. With John Lewis i am sure that they will honour it, especially with the confusing mis-communication. The store will have a customer service manager - maybe you could try contacting them.

NeverInDebt

Online shop or shops they dont have to honour prices its called 'invitation to treat'. Only if the deal is completed ie money taken then you may have a chance to claim 'loss of a bargain' but ultimately that would be down to small cliams court

http://www.lawofcontract.co.uk/formation/invitation-to-treat.php

Empty_pockets

Ok, thanks all,

It sound like they don't legally have to honour but as they did say yesterday they would....I'll wait until I get a definite answer before making the purchase.

Usually wouldn't bother but as the potential saving is £250 it seemed worth making a few phone calls.

Empty_pockets

The saga continues.

I'll be honest, i'm getting a bit pi****d off with JL now. Still not got an answer and to rub salt into the would they've sent me another email offering it at £499 but put the website price up to £799.

I am so disappointed in the service received so far. Why can't they get this right.

Another person emailed me today, she hadn't been briefed. I replied advising her to go speak to her own people and find out what was going on because I wasn't going through it again for now the 5th time.

Empty_pockets

NeverInDebt wrote: »

Online shop or shops they dont have to honour prices its called 'invitation to treat'. Only if the deal is completed ie money taken then you may have a chance to claim 'loss of a bargain' but ultimately that would be down to small cliams court

http://www.lawofcontract.co.uk/formation/invitation-to-treat.php

Fair point - but where would false advertising come into this. Surely a shop repeatedly advertising a product at a certain price then wanting to charge another has some responsibility to either amend the price ar charge accordingly.

Hintza

Just a thought . Are you sure the email refers to the correct TV? Maybe they are talking about another one causing confusion.