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Can Websites Change Prices Once Ordered?

By: Lucy Debenham BA (hons) - Updated: 4 May 2023 | comments*Discuss
 
Advertising Code Rights Online Sale

Q.

I've just ordered a Nintendo Wii online and when I placed my order it was advertised at £159.99. After an hour or so went by, I contacted them as I hadn't received any confirmation e-mails back from them.

They said they hadn't confirmed the order because they had just changed the price to £169.99 and were refusing to sell me the item for the advertised price when I ordered it. It is now showing the updated price of £169.99 on their website, can they do this?

(Mr Darren Kendrick, 9 October 2008)

A.

On the high street, if an item is advertised at the wrong price, the company selling the goods or services has to remove the items from the shelf. There is no obligation to 'honour' the advertised price and therefore no binding contract for sale. However, as a goodwill gesture it is not uncommon for larger companies to allow the consumer to pay for the item at it’s mislabelled lower price.

The same ‘no obligation’ principle applies to websites and online shopping stores in the UK. If the price advertised on the website turns out to be incorrect, then the seller does not have a legal commitment to complete the sale. Remember that an advertised price is not a contract of sale. It is therefore acceptable that the seller can refuse to complete the transaction if the price has changed.

It is probably right to assume that the company that you tried to purchase your games console from consider the information to have been ‘out of date’ or in the process of being updated, and was not deliberately deceptive in their advertising. The fact that no order confirmation was sent through means that the company did not accept or acknowledge a sale, and the goods remain their property. The company has the right to decline your order.

If the company you were trying to buy from was based in the UK, they will be under the regulation of the British Code of Advertising, and the Control of Misleading Advertisements Regulations. The British Code of Advertising “requires all forms of non-broadcast advertising to be legal decent, honest and truthful and to be prepared with a sense of responsibility to both consumers and society”.

Therefore, if you have any complaints, you can always try contacting the Advertising Standards Authority (ASA) in writing if you feel that the matter should be taken further. You can also try contacting Trading Standards. However, you should be aware that it is unlikely that any action will result in compensation, especially as technically the product was not sold. It is also unlikely that the advertised price was deliberately misleading, and so the likelihood of any action being taken by Trading Standards or ASA is fairly minimal.

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We placed order for a product that the web page showed as a one day lead time, we actually received the item 10 months later and in that time the supplier had a price increase and are now trying to charge me the new price, where do I stand with this.
Parker - 4-May-23 @ 3:27 PM
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Robinson905 - 14-Apr-19 @ 1:45 PM
Bgbgbg - Your Question:
I ordered a rug from the range yesterday for £19.99. I received my confirmation email. I then received an email saying my order had been cancelled as the item is out of stock but when I checked the website it is back in stock but now listed for £59.99. I called customer services and was told sorry and that the rug was in stock but I had to email a different department for information. My email was ignored so I called again and I’m now being told the item is out of stock, when I can see on the website that it is in stock. Do I have a right to the rug at the lower price as they have emailed me false information?

Our Response:
No, you're not entitled to the rug at the error price but you are entitled to a refund if you've already paid.
OnlineShoppingRights - 29-Jun-18 @ 3:47 PM
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Bgbgbg - 29-Jun-18 @ 11:05 AM
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Wardy - 3-Dec-16 @ 9:51 PM
Jo - Your Question:
Hi, I payed and placed an order on line for an electric fire on Black Friday 2016. I received an email confirming payment but no email with regards to delivery.After waiting several working days, I rang the company. I was advised they would get back to me. After waiting a day. I phoned again and was told they would enquire and get back to me. I later received an email explaining that the item had been wrongly priced due to human error. I was very understanding and appreciated the honesty. I rang them up to discuss the matter and explained that I understood and not to worry. I could not afford the payment update and the person said she would personally go to the warehouse, take some photos and send them to me of suitable alternatives. After waiting several hours, I received 4 photos with no information about the products. I rang once again to enquire about energy output ect, and decided to choose 1 of the fires. I asked before placing the order, could she send me confirmation of the fire details. Several hours later, I received an email advising me of the price-£250 more! So disappointing. I had explained that I could not afford much more than I had already spent and that I had already freecycled my current fire! Now, when I have once again rang, the person dealing with me is busy and will contact me later. What are my rights?

Our Response:
You should be given an immediate refund for this as it was the retailer's mistake.
OnlineShoppingRights - 1-Dec-16 @ 2:45 PM
Hi, I payed and placed an order on line for an electric fire on Black Friday 2016. I received an email confirming payment but no email with regards to delivery. After waiting several working days, I rang the company. I was advised they would get back to me. After waiting a day. I phoned again and was told they would enquire and get back to me. I later received an email explaining that the item had been wrongly priced due to human error. I was very understanding and appreciated the honesty. I rang them up to discuss the matter and explained that I understood and not to worry. I could not afford the payment update and the person said she would personally go to the warehouse, take some photos and send them to me of suitable alternatives. After waiting several hours, I received 4 photos with no information about the products. I rang once again to enquire about energy output ect, and decided to choose 1 of the fires. I asked before placing the order, could she send me confirmation of the fire details. Several hours later, I received an email advising me of the price-£250 more! So disappointing. I had explained that I could not afford much more than I had already spent and that I had already freecycled my current fire! Now, when I have once again rang, the person dealing with me is busy and will contact me later. What are my rights?
Jo - 1-Dec-16 @ 9:22 AM
Hi I ordered a nursery furniture set advertised at 188 I paid for it and awaited its arrival But never heard anything so emailed them they advised me I would receive this in two weeks I was contacted by the supplier telling me I could receive the cot and the rest next week but I asked for it altogether I have been told today that it was priced wrong and now I have to pay more to receive it what can I do!!
Mand - 28-Jul-16 @ 6:34 PM
Jaq - Your Question:
I have been sent an email from Victoria bathrooms with a SALE price for a bathroom set of £119.95 I have looked for this specific set and o. The picture the set is approx ?400 plus because this email has been sent directly to me can I insist on the set at the special SALE price I have contacted them and await a reply Thank You

Our Response:
You need to establish whether it's a mistake or whether it only applies for a limited time etc. If you feel this is misleading marketing, you might consider reporting them to the Advertising Standards Authority
OnlineShoppingRights - 25-May-16 @ 10:15 AM
I have been sent an email from Victoria bathrooms with a SALE price for a bathroom set of £119.95 I have looked for this specific set and o. The picture the set is approx ?400 plus because this email has been sent directly to me can I insist on the set at the special SALE price I have contacted them and await a reply Thank You
Jaq - 24-May-16 @ 9:28 AM
I have ordered 4 tyres online for a reduced price. I have received a confirmation email with the correct sum. The next day the supplier has sent me an email with tracking information and a confirmation again but the price went up nearly 3 times. The tyres came this morning but I have refused to take them so they went back with the courier.I have contacted the company selling them and they said there was an error on website and the prices where wrong. They have cancelled the order. Can I claim those tyres at the price I had the confirmation for?
Seb - 11-Apr-16 @ 11:22 AM
hutz - Your Question:
I ordered some stuff on a Black Friday Deal. I paid for it, received a confirmation email for both the order and the payment. I went back in to the company to check delivery address the next day and the order had disappeared. When I rang the company they had no order confirmation, I emailed them mine and the chap then found a print out of mine but no electronic copy.Now the person I spoke to said they order was removed due to a pricing error. I was not informed and they still have my payment. My big gripe is that under normal circumstances I would have questioned the price, however due to these items been advertised on a Black Friday Deal Page of their site I am furious.Will this come under a mistake in advertising or a misleading advert?

Our Response:
As this is a mistake, you should receive a refund. There is not much esle you can do unless you think the company was deliberately misleading people by promoting prices for non-existent items or incorrect prices in order to persuade people to buy at a different price.
OnlineShoppingRights - 1-Dec-15 @ 12:27 PM
I ordered some stuff on a Black Friday Deal...I paid for it, received a confirmation email for both the order and the payment.I went back in to the company to check delivery address the next day and the order had disappeared.When i rang the company they had no order confirmation, i emailed them mine and the chap then found a print out of mine but no electronic copy. Now the person i spoke to said they order was removed due to a pricing error.I was not informed and they still have my payment. My big gripe is that under normal circumstances i would have questioned the price, however due to these items been advertised on a Black Friday Deal Page of their site i am furious. Will this come under a mistake in advertising or a misleading advert?
hutz - 30-Nov-15 @ 10:35 AM
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