OneClickPharmacy - Amazon Marketplace cancel my order due to their error?!

charkin

Hi everyone

I need some advice. I clicked through on a link to Amazon yesterday from this site to get 60+% off perfumes with the Amazon deal finder. I found some really discounted perfumes and spent hours going through everything that was available and stocking up for future presents etc...

All the perfumes ended up being from OneClickPharmacy and the order for 10 ish perfumes was accepted and dispatch and delivery estimates issued. The money is also showing that it is currently coming out of my account as it is showing in my pending balance of my bank account.

Anyway late last night I recieved 4 emails from Amazon and OneClickPharmacy saying that they were cancelling my order.:mad:
This is what OneClickPharmacy said:

[SIZE=-1]"Thank you for placing an order, it has come to our attention that there has has been a mislinking error on Amazon due to a barcode problem. Our items barcode is linking to an incorrect description or product on Amazon who provide all the data once we provide a barcode.
This led to you purchasing an item which we were not intending on advertising. We are going to forward this to Amazon who will rectify their listing however in the mean time, we have cancelled your order to avoid any more delay to you. The issue seems to also be Amazon allocating the wrong prices to the wrong products as these barcodes have miss-linked.

We are sincerely sorry for this error, occasionally, these errors occur when you have such a large inventory and we would not have realised until an order comes in. We hope that you can accept our apologies and kindly keep this FREE DELIVERY voucher code as a gesture of Good Will that you can use on anything and not pay delivery charges next time:[/SIZE] XXXXXX"

I am very disappointed and angry about this. This was THEIR error (whether it was amazon or the pharmacy) and it is clearly not because they have run out of stock(which I know could be a valid reason for not honouring the order). In a high street retailer if they have tagged an item at a certain price then they have to honour that price, so what is the deal with online retailers?

These deals were on all day yesterday - I first saw them in the morning and then came back later in the afternoon. It is really appalling that they only noticed late last night. I am sure I am not the only person who has been put in this position.:(

I am going to send them all an email today and would like some of your worldly advice before I do as I am going to fight this! I spent hours of my time trauling through all of the listings yesterday due to their error and the money for it is still showing pending in my bank balance so they have not done what they said they have yet:
amazon email:
"Your credit card was not charged for the order"


Also, they have offered me a measly free delivery code in compensation which I think is insulting seen as it is their mistake!

In addition, if this is amazon's fault due to 'barcoding issues' I would have expected to have a email of apology but I have only had a generic email saying that it has been cancelled with no reason why whatsoever. I have gone into my account on amazon and the order has disappeared without trace and I can't find any history/record of it. It is as if they want to remove all trace of their mistake and hope that I will go away!

If you are also in a similar situation or know of any consumer laws that I can quote in this instance please help, it would be really appreciated!

Thanks in advance...:D

shaun_from_Africa

The only consumer laws that anyone could post would go in favour of the retailer.
All you have done is to make an offer to purchase goods and they are under no legal obligation to accept this offer.
This is stated in their terms and conditions

The sale of products from this website are subject to availability. Your order for a product is an offer to purchase and OneClickPharmacy retains the discretion to refuse your order. No contract of sale is deemed to have taken place until OneClickPharmacy have dispatched your order. No items shall be posted out until full payments for the purchase have been received, including any necessary legal paperwork that may be requested from the customer by One Click Pharmacy.

bod1467

Not what you want to hear, but Shaun is right. If their T&Cs mentioned the contract being formed on acceptance of the order then you'd have a case, but they don't. And I believe these T&Cs are in line with SOGA. Sorry.

charkin

Thank you for that very much, it isn't what I want to hear but I will accept it!

The only thing is, they still have a hold of my money in my bank account which contradicts their e-mails which says that they have not charged anything, and I can not purchase with anyone else until this is reinstated.

I also think that they owe me an apology and some sort of good will gesture as I would definitely think twice about ordering with them again if things can just be 'cancelled' based on their errors - it is all very unreliable and not what you would expect from a large online retailer. I have emailed them both now anyway and we will see what they say! I will report back!

Thank you again

Techhead_2

charkin wrote: »

Thank you for that very much, it isn't what I want to hear but I will accept it!

The only thing is, they still have a hold of my money in my bank account which contradicts their e-mails which says that they have not charged anything, and I can not purchase with anyone else until this is reinstated.

I also think that they owe me an apology and some sort of good will gesture as I would definitely think twice about ordering with them again if things can just be 'cancelled' based on their errors - it is all very unreliable and not what you would expect from a large online retailer. I have emailed them both now anyway and we will see what they say! I will report back!

Thank you again

Their email includes an apology ?

There are some points in your posts which you have misunderstood. Shops do not have to sell goods at the marked price. They have not taken your money, when you go to buy something the retailer authorises the transaction. Your bank keeps the money to one side for a few days to allow the retailer to clain it. Whilst the retailer contact the card processor to cancel the authorisation, it doesn't happen straight away and will probably be released before the cancellation is processed. Have a check of the various FAQs.

To me this appears to be a mistake, by the time it was noticed you had ordered. I know its irritating, but mistakes happen.

somethingcorporate

And a token of goodwill! (free delivery).

charkin

Thank you for points raised, but as I said, because they have let this happen I expect more than a free delivery code. I understand that it may take a couple of days to reinstate my balance but that is of no help to me when I need to buy these presents and have to get these products by a certain date. I am not willing to put through new orders and risk going overdrawn. They have put me in this awkward position.

With regard to their apology, the apology was from the pharmacy, not from amazon themselves, who according to the pharmacy were the ones responsible for the pricing issue. All I received was a cancellation notice from amazon and as I have said, the order has now disappeared without trace on my account ..

I completely understand that mistakes are made, I just want the retailer to recognise how their error has affected me and try to do something to help me

vuvuzela

"Thank you for points raised, but as I said, because they have let this happen I expect more than a free delivery code."

Legally, they don't even have to give you that or an apology. I would move on and concentrate on things that matter, not a company who makes errors and doesn't honour them when they don't need to.

squeaky

See:- Must shops sell at the marked price?