Complaints

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• Initial Complaint

  Date:06/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Everlasting Safes advertised a Memorial Day web promotion thru May 31, 2023 offering free shipping and no sales tax on a home safe purchase. Before placing the order, I talked with ** to confirm pricing, shipping, taxes and returns. I placed the order online and paid with a credit card for a ****** safe, which immediately was charged to my credit card. About 2 hours later, they called me and said they had the wrong price and the new price would be $2,987. I declined and restated that was not the advertised price. They then offered me the safe price to be $2,687, a $300 discount. Once again I declined and stated that was not the advertised price. They stated they were refunding the money because they would not make any money if they sold it to me for the advertised price. The customer service manage then offered me a grey safe, which is less expensive that the white model I had already paid for. This simply is a bait and switch tactic that is totally unacceptable. An honest business establishment would honor their pricing. I escalated my complaint to the General Manager, ***** and she would not honor the advertised amount I had paid. It appears they do not care about customer service. Be careful of this online company trying to scam other individuals, as they did me. I have screenshots of the advertised price and even called to confirm the price before ordering. By law, it is my understanding that they need to honor the advertised price.
  
  Ordered May 31, 2023, Order #****, amount $2170.00

  Business Response

  Date: 06/18/2023

  Hi *****, 

  Thank you for your email. We understand this customer was upset at not getting the safe they wanted at the price it was when they placed their order on our website.
  
  We have over 600 products, with many variants for products as well. We have over 2700 variants with different prices. These products are from different brands, and those prices change all the time. We manually have someone update these prices and while we do our best, we sometimes have mistakes where the price is put wrong into the system. Our ******* system works directly with ****** and updates prices there as well.

  The item this customer bought was for the price we pay for the product...and that's what our employee put into the system. With shipping costs, the company would be losing a lot of money proceeding with this sale.
  
  Most the brands we work with have a MAP policy (Minimum Advertised Price) which means we can't advertise products lower than their prices. The product this customer ordered has a MAP policy. We would not risk losing our status of being an authorized dealer and purposely lower prices of products lower then their MAP policy. 

  I have attached screenshots of our Terms of Service....which ******* requires and if you check.....pretty much all ******* stores have this same Terms of Policy. 
  
  The two sections specially in our Terms of Service are:

  SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
  Prices for our products are subject to change without notice.
  We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
  We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

  SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
  Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
  We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

  These have been on our website since the beginning (most ******* stores do, so you can check to see this is accurate) , and customer can see them whenever they want. 

  The company simply cannot take such a big loss on an order with an honest mistake. This customer seems to want a bargain on this safe, and take advantage of a small business.
  
  Please let us know if we need to get a lawyer involved. 
  
  Thank you
  
  

  Customer Answer

  Date: 06/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I don't agree with their response and it does not look like we are going to get anywhere with the merchant.  Again, they advertised a price, I paid with my credit card, so the sale should be complete.  They feel that they can cancel the sale at anytime, but I understand once the payment has been made, via credit card, the agreed upon price was accepted by both parties.  I also called their customer service to ensure pricing confirmation and shipping once I made the purchase.  Instead of this "small business" underselling an item, they now want to involve and pay for an attorney, where is the common sense?  What are my options?

  Thank you,

  Sincerely,

  
  
  
  **** ***