Shopping for furniture to completely furnish a new home, I was on the website and a solicitation for a 20% off coupon came up with a code to enter to receive the 20% discount. I ordered approx. $6,500 worth of product before the discount, actually ordered more than I intended, enticed by the discount, saw the 20% discount reflected in the shopping cart and in the totals and clicked to confirm purchase. Saw a confirming email and opened it within 48 hours and noticed the discount was not applied, called and spoke to a very knowledgeable salesperson, Stu, who explained there was a glitch in the system and the discount was not supposed to be for US addresses, only for Canada. I explained that I did not solicit any discount, it came up on the website and because of the 20% off I ordered a great deal more than I otherwise would have and asked if they could extend the discount to me that stimulated much of my order. I was told they could not, only meant for Canadian customers, and that they would allow me to cancel the order without incurring the 4% administrative charge if I acted that very day, by the end of business to cancel, or I could retain the order as-is with a lesser discount. I am a very reasonable person, and am understanding of computer glitches, however I placed the order in good faith based upon the amount on the order and total to be charged shown clearly in the cart. I believe it was incumbent on Rove Concepts to contact me to explain the error and offer alternatives, not for me to verify that what I agreed to be charged in the order process was consistent with the subsequent email confirming the order, moreover I should have been given the option to modify or delete some of the items on the order in light of the fact that they were not willing to honor the discount presented to me when I concluded the online order. I fault no one for making an error (technology), I do judge an organization on how they react to that error, and in my opinion the effort to rectify the error was less than satisfactory. Waving the 4% admin fee to cancel an order for within a few hours, on an order that was not the dollar amount I had agreed on is not in keeping with reasonable standards of customer service, I should had been extended the courtesy of a reasonable period of time to adjust my order as I saw fit with the lesser discount.
Mark