Brown Thomas offer 20% off to impacted customers following pricing error

By Katy Thornton

Customers vented their frustration after their discounted orders were cancelled.

On Wednesday, 31st August, Brown Thomas suffered from a serious pricing error, whereby shoes from high-end brands like Vejas and UGG were hugely discounted. Naturally customers jumped on this, purchasing the reduced items; however when Brown Thomas realised the error, they made a statement saying these orders would not be fulfilled and customers would receive a refund. In a Twitter post they said this:

"To our customers, please note we experienced a pricing error on our website this morning. Orders sold at an incorrect price will be cancelled as per our terms and conditions. We are investigating this technical issue and apologise for any inconvenience.

https://twitter.com/brownthomas/status/1564917542631706628?ref_src=twsrc%5Etfw%7Ctwcamp%5Etweetembed%7Ctwterm%5E1564917542631706628%7Ctwgr%5E3d0462ea8298b5635665383ade12d9019708313d%7Ctwcon%5Es1_&ref_url=https%3A%2F%2Fd-12049701252229180558.ampproject.net%2F2208172101000%2Fframe.html Below they also linked their terms and conditions. Customers were unhappy with the response to the pricing error, so much so that Brown Thomas have since offered 20% off to affected customers. In a statement to the Independent, the department store said this:

"This morning, Brown Thomas experienced a technical error on our website which resulted in a large number of unavailable items being offered for sale, at incorrect prices. This issue is now rectified. We deeply regret this situation and apologise to all affected customers. "These orders will be cancelled as per our terms and conditions. Impacted customers will receive a cancellation notification from Brown Thomas in the coming days as these orders cannot be fulfilled. We are working to identify all incorrect orders so that refunds can be processed as quickly as possible. Those customers impacted will also be offered compensation in the form of a 20% discount off their next purchase online with Brown Thomas."

Brown Thomas also suggested customers unhappy with this could contact the CCPC via email [email protected] or by phone on (01) 4025555 to discuss their rights. Header image via Shutterstock.