ComplaintsforAudubon Strings, LLC

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an online order with Audubon Strings on 07/30/23 and received an order confirmation. Yesterday (08/03/23) I received emails notifying me that part of my order shipped but that they canceled part of my order. They canceled the ********* *tring book because they changed the price. They then invited me to buy the book at the much higher price. The original price that they charged and confirmed was $19.99. The new price they were charging was $32.31. When I contacted them via email with my concern that this is fraudulent and I wanted some customer service, this is the response I got: “You havent been charged for the book with the incorrect price. The other items in your order have ahipped” This is not ethical business practice. I expect better, particularly from a company that ships across state lines. I am happy to forward you the emails if it is helpful. Thank you. ******

  Customer response

  08/04/2023

  They just responded to my email with this: 

  “The book was removed from the order and you were not charged for it. If you don't want to the book at the corrected price, obviously, you don't have to order it. 
  
  
  
  Again, if the error were only a few dollars, we would have just sent it.”

   

  and they also sent this via email:

  “Not at all. Our policy states that we are not responsible for pricing errors. Unfortunately, sometimes this occurs. You were not charged, the order was adjusted, and the other items shipped. If the price error were a few dollars, we would have just shipped it. But the error was significant.”

   

  What a dishonest company!

  Business response

  08/04/2023

  There was a pricing error on an item the customer ordered. We notified the customer, we deleted the item from the order, charged the customer only for the items that were being shipped, and shipped the remaining items. We sent an estimate for the item with pricing error at  the corrected price. The customer has not accepted the estimate with the corrected price.

  It is unfortunate the pricing error occurred.
  

  Customer response

  08/04/2023

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

  the Business did NOT say the price was an error. They said the price “had changed”. 
  

  Later they said it was a pricing error. Wrong! Then when I complained, they canceled their offer to send me the item I had already purchased at a new higher price. They need to price correctly and verify pricing before confirming orders. Reading their online reviews, this behavior is a pattern for them. I can think of no other company I have dealt with that does business this way. It is not ethical. Even their responses are not customer service oriented or transparent. 

  The impression left is they want more money for products they advertise and sell online after customers place orders. I would not have ordered from them at all except I was looking for that particular book. I will not be ordering from them again nor would I recommend them to anyone else.

  
  Sincerely,
  
  ****** ***********

  Business response

  08/04/2023

  Due to the complaint, and the adversarial nature of the complaint/reviews, we assumed the customer did not want to accept the estimate so we canceled it.  I don't know what else to say. This was a pricing error, As the customer was told in email, if the difference was only a few dollars, we would have just shipped it at a loss. It was significant. The customer is obviously upset. There is no fraud as is being claimed.

  Customer response

  08/04/2023

  In fact, this is their original email telling me about their “new” price. As you can read, it does not say that the price was an error, just that the price changed. Clearly they wanted more money than what they agreed to sell the product for. How dishonest.

   

  “Dear ****** ***********,
  Thank you for your recent order of "********n: 16 String Trios" with us. We regret to inform you that this item is no longer available at the current price. However, we have prepared a separate estimate for the book and will be sending it to you shortly.
  Due to the unavailability of "********n: 16 String Trios" at the original price, we have removed it from your current order. The rest of the items in your order will be shipped as planned.
  We apologize for any inconvenience this may cause, and we appreciate your understanding. If you have any questions or concerns about the estimate or your order, please feel free to reach out to us.
  Thank you for choosing Audubon Strings. We look forward to serving you in the future.
  Best regards,
  Audubon Strings Customer Service”

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