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Oz Barber Very disappointed

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Vittoria

Vittoria

Member
Hi all,
I recently purchased two products from ozbarber.com
The two products come to a total of $31
One of the aftershaves was priced at five dollars I assumed it must be clearance as I’ve never bought this product before and wasn’t aware of the price.
Within 24 hours of Barber refunded my money back to PayPal
Stating they were sorry they priced the aftershave wrong.
I have checked on the ACCC website.
And under consumer law, they have to honor
The purchase, if the product has been paid for
ozbarber.com has taken the easy way out, breaking consumer law in the process.
I find this very disappointing. Wanted to share my disappointment with the rest of you.
Not happy Jan!
PS of course I have emailed them about it even cutting and pasting the article from the ACCC website .
But no reply I even sent the email three times so they had to see it in their inbox.
🍻
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Have bought from them before but this is just not done. Online Retailers with good business practice will always honor the customer's purchase while absorbing their loss for a pricing mistake.
 
When the price at checkout does not match the displayed price
Sometimes the price of an item in store or online at the checkout may not match the displayed or advertised price in store or online. If this happens, even by mistake, the business must either:
  • sell the product for the lowest price - either the checkout price, or displayed or advertised price, or
  • stop selling the item until the incorrect price is corrected.
Click to expand...

No legal requirement to honour the advertised price, according to ACCC:
www.accc.gov.au

Price displays

Businesses must display clear and accurate prices, and must not mislead consumers about their prices. There are specific laws about how businesses must display their prices.
www.accc.gov.au www.accc.gov.au
 
silverlifter said:
No legal requirement to honour the advertised price, according to ACCC:
www.accc.gov.au

Price displays

Businesses must display clear and accurate prices, and must not mislead consumers about their prices. There are specific laws about how businesses must display their prices.
www.accc.gov.au www.accc.gov.au
Click to expand...
That was my understanding also. Specifically most of the laws around price advertising pertain to misleading or decptive pricing tactics and not specifically towards mistakenly advertising an incorrect price. The retailer did of course have the option to proceed with selling the item at the advertised price or providing a refund as they did. I don't think the retailer has done anything wrong in this instance.

Some larger retailers have policies in place to honour pricing mistakes but that is solely an "in house" policy. For such a small retailer to be expected to honour such a pricing error (which is clearly an inputting error) is difficult to digest.
 
nsavage said:
For such a small retailer to be expected to honour such a pricing error (which is clearly an inputting error) is difficult to digest.
Click to expand...

I disagree. While they acted lawfully, they did not act ethically. Own the mistake, honour the sale, and improve your processes to ensure it doesn't happen again. Burning a customer for the sake of, what 40AUD?, is tacky.
 
silverlifter said:
I disagree. While they acted lawfully, they did not act ethically. Own the mistake, honour the sale, and improve your processes to ensure it doesn't happen again. Burning a customer for the sake of, what 40AUD?, is tacky.
Click to expand...
The refunded the money so I'm not sure what was unethical about it. Not knowing what their margins are it is hard to say what the financial impact would be either.

Coming on to a public forum accusing them of breaking the law when they have not is perhaps a different story.....

We can probably just agree to disagree on this one I think :D.
 
nsavage said:
The refunded the money so I'm not sure what was unethical about it. Not knowing what their margins are it is hard to say what the financial impact would be either.

Coming on to a public forum accusing them of breaking the law when they have not is perhaps a different story.....

We can probably just agree to disagree on this one I think :D.
Click to expand...
You are correct they didn't break the law I have just read the info on the ACCC site again and I mistakenly thought this meant it was the law.
It probably explains why they never replied to me as well.:oops:
And at the end of the day. It was only $31.
Cheers.
 
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silverlifter said:
I disagree. While they acted lawfully, they did not act ethically. Own the mistake, honour the sale, and improve your processes to ensure it doesn't happen again. Burning a customer for the sake of, what 40AUD?, is tacky.
Click to expand...
This would definitely happen in my side of town. Everyone from Marks and Spencer to Zara to Under Armour have put the customer first and honored the price even if it was wrongly sated, and that's cause they value each customer I guess.
 
Bladerunner7 said:
This would definitely happen in my side of town. Everyone from Marks and Spencer to Zara to Under Armour have put the customer first and honored the price even if it was wrongly sated, and that's cause they value each customer I guess.
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You’re comparing huge retailers to a small and most likely family owned business. Not a fair comparison. Huge retailers can afford to wear the financial loss but a small business may not be in a financial position to do so.
 
nsavage said:
You’re comparing huge retailers to a small and most likely family owned business. Not a fair comparison. Huge retailers can afford to wear the financial loss but a small business may not be in a financial position to do so.
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Small family owned businesses in my region put the customer first too mate and they wouldn't cancel the purchase due to their mistake but would honour the sale. I cited the names of the bigger ones cause everyone would be familiar with them rather than the home grown stores here.Have seen this many times over the years. These small family owned businesses today have loyal customers and a top rating for customer service and satisfaction.
A smart vendor would take advantage of a situation like this knowing that his actions would not only make that customer a loyal one but would help grow their business.
I worked in customer service for awhile and was very successful based on just the age old principle, " The Customer may not always be right, but the customer is never Wrong."

If a a brother on the forum has a grievance, we help even if it means he made a mistake. Calling him out and supporting a vendor over him being disappointed with their customer service would only shut other members from expressing their grievances in the future.

This incident is more a case of customer service not being good. Your defence of Oz Barber does have me intrigued though.
 
nsavage said:
You’re comparing huge retailers to a small and most likely family owned business. Not a fair comparison. Huge retailers can afford to wear the financial loss but a small business may not be in a financial position to do so.
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One thing I don’t understand is a thread is titled Very disappointed in Oz Barber
Also, this is not a public forum. It’s a forum that we all joined up to to discuss razors and the various paraphernalia that goes with.
I can’t help feeling that you’ve just come on this thread to defend the vendor or are you just playing devils advocate which puzzles me?

As I admitted, it’s not Australian law
But it is a code that is honoured by the majority of retailers if the pricing mistake is on their behalf
And not the buyer
It also shouldn’t be a case of whether it’s a large or small business family owned or not
Cheers.
 
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I have to agree with @nsavage on this one...on your first post you accuse them to break the law, but you misread the law and that's OK. But it is not OK for a business to make a mistake?

You know, that by doing this post, you are promoting that we (the wet shaving community) should boycott the store - and they might loose their livelihood because of that?

You got refunded straight away and are complaining, that you are not being allowed to take advantage of a mistake and say that is bad customer service?

Would you even have ordered the product for the normal price? Do you actually want/need to product? Or is it just the deal...

Sorry, but in my opinion those are some strange moral standards...
 
To add to what @alfredus has said above it now seems that there are aspersions being cast as well as to whether or not I am somehow connected to Ozbarber as well. I finnd that to be extremely interesting also in a thread where people are touting morals and ethics. I can promise you I have no affiliation to Ozbarber. I did initally comment because I saw a post which accused a vendor of breaking the law when in fact they had not. Granted that that statement has since been retracted however I feel that had I not commented it would not have been. Also as @alfredus has menntioned it seems that our communnity is happy to aaccept that as an honest mistake but not the pricing error? Some people are going to argue that they should have honoured the price, others such as myself are going to accept that they chose not too and promptly issued a refund. If I had ordered the product I would admittedly be disappointed however looking at the other Phoenix aftershaves on the site and no indication of the item being on sale or clearance I would have likley realised it was a pricing error when I ordered it and been accepting of that when the vendor brought it to light.
 
Vittoria said:
One thing I don’t understand is a thread is titled Very disappointed in Oz Barber
Also, this is not a public forum. It’s a forum that we all joined up to to discuss razors and the various paraphernalia that goes with.
I can’t help feeling that you’ve just come on this thread to defend the vendor or are you just playing devils advocate which puzzles me?

As I admitted, it’s not Australian law
But it is a code that is honoured by the majority of retailers if the pricing mistake is on their behalf
And not the buyer
It also shouldn’t be a case of whether it’s a large or small business family owned or not
Cheers.
Click to expand...
I think this thread has been an interesting one.
 
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