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What to do when a store sends you upgraded merchandise by mistake?


41 replies to this topic

#1 tdanette  OFFLINE  

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Posted Dec 11, 2006 - 8:24 am

I recently ordered my daughter an iBratz mp3 player from TRU and the one I ordered was a 128mb. Well I just got the shipping notice and they are sending me the 256mb for the same price! Should I just chalk it up to their mistake?



#2 amyers12345  OFFLINE  

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Posted Dec 11, 2006 - 8:34 am

I would.. I would hate to get the poor person who messed up into any trouble. ;) And I think TRU has screwed enough of us over lately, that it is merely retaliation.

#3 nikkilugi  OFFLINE  

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Posted Dec 11, 2006 - 8:36 am

I wouldn't say anything.

#4 The End  OFFLINE  

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Posted Dec 11, 2006 - 8:39 am

Neither would I. After all, it's their mistake. Not like you schemed a way to get the 256mb one at the 128mb price.

#5 theboyzmom  OFFLINE  

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Posted Dec 11, 2006 - 8:41 am

I would probably not say anything...is that wrong? I bought a game for my kids this weekend that they've been wanting...I had to wait until they weren't with me to get it. I didn't realize until I had already checked out that it rang up wrong...it was a $14 game and rang up for $3!!!!! Normally I would have gone right back and told them and paid the difference....I didn't this time...my conscience isn't eatting me up over it, but I'm still wondering if I should go back... I guess I struggle with the 'right and wrong' of these situations... sigh

#6 hnybee411  OFFLINE  

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Posted Dec 11, 2006 - 8:55 am

if it rang up that way, it's quite possible it's on clearance and just wasn't marked. Is the right info on the reciept? If so you just got yourself a deal you weren't expecting.

#7 The End  OFFLINE  

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Posted Dec 11, 2006 - 8:57 am

The computer chair that I'm sitting in right now was supposed to be $110, but for some reason it rang up at $15.50 at the check-out. The clerk didn’t seem to realize the mistake when I bought it (though I certainly did) and I had no qualms about getting it for $15.50. So I handed him the cash and got out of the store as quickly as I could. My conscience doesn't bother me at all over that. I went to the register willing to pay the full $110. It’s not like I did something to get it to ring up at the wrong price. I don’t think the kid ringing it up did anything wrong either. It appeared to be a glitch in the computer that caused it to ring up wrong.

#8 Nimble27  OFFLINE  

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Posted Dec 11, 2006 - 9:10 am

I would do what the French call the "I'm a lucky SOB dance!" hehe :cool:

#9 misshayley  OFFLINE  

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Posted Dec 11, 2006 - 9:23 am

Maybe they did it because they are out of the 158 and therefore they upgraded your item?

#10 Novac  OFFLINE  

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Posted Dec 11, 2006 - 9:24 am

Sometimes a retailer will ship out an upgraded an item if they run out of stock for something. That way, they can fill their orders without having to deal with angry customers. (To the contrary, they get customers who are thrilled.) So maybe they ran out of the 128MB and started shipping out the 256MB product as a replacement. I'm even more convinced of this now that I went to their website and saw that this item is "temporarily not available online." Plus, that's the only iBratz item available on their website. And since they were kind to you, be sure to give them business in the future :) I'm assuming you didn't have any rebates lined up for the item. If so, this could cause some problems for you. Of course, there's always the possibility that you'll end up getting the item you actually ordered. Shipping notices have been wrong before.

#11 Annettecummings  OFFLINE  

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Posted Dec 11, 2006 - 10:59 am

Ok - I know you guys are going to hate me but... if it bothers you this much to ask us what to do ....you should do what you feel is best and makes you feel good!

#12 jenna8110  OFFLINE  

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Posted Dec 11, 2006 - 11:06 am

Yesterday at Kmart I was purchasing the Fisher-Price Magnetic Easel that I haven't been able to find anywhere! And the sign said 20% off! When she rang it though it came up the regular price of $29.99, so I said something and she got a flyer and went over to the service desk, when she came back she voided it and then rang it in again with an override price of $19.99! I could've easily said something but I didn't! I'm horrible but X-Mas is killing me this year with two kids that know everything (my DD was only 10 mo. last year!)!

#13 bellastarr  OFFLINE  

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Posted Dec 11, 2006 - 11:41 am

I wouldn't say anything. You didn't do anything wrong. If it rings up the wrong price or you get a better product for the same price I consider it a blessing!;)

#14 trvlnut  OFFLINE  

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Posted Dec 11, 2006 - 1:50 pm

I guess I am different than most of the posters. I would say something, but that's me. Afterall, when it rings up for more than it was listed, I make sure they correct it and I receive my item for the correct price. As an aside, they probably did just send out an upgraded product because they were out of stock. The difference in cost between the two for the store is probably small. If it helps you sleep at night, just call.

#15 Guest_nychot_*  OFFLINE  

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Posted Dec 11, 2006 - 2:49 pm

i went in the other day to buy a new ford mustang and instead the salesman brought out a porsche carrera and gave me the papers and the keys and as i got into to that sensual leather cockpit, i thought to myself, 'hey, dood, you just paid $38,750 for a $108.000 car. should i take it back. i know the poor, honest salesman will probably fired at his ford=porsche dealership. i had qualms about honesty and integrity ----------------for anout two seconds. s**T what a deal!!!!!! I hope everyone i ageesw with me that i kept.

#16 dtdoda  OFFLINE  

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Posted Dec 11, 2006 - 3:55 pm

I guess I am different than most of the posters. I would say something, but that's me. Afterall, when it rings up for more than it was listed, I make sure they correct it and I receive my item for the correct price.

As an aside, they probably did just send out an upgraded product because they were out of stock. The difference in cost between the two for the store is probably small. If it helps you sleep at night, just call.


It's called a conscience and congrats, you've got one.

Our membership seems to be dwindling.

#17 cr8on  OFFLINE  

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Posted Dec 11, 2006 - 3:57 pm

I was at TRU last week buying a grab bag gift for school. The gift was marked at 6.98 it rang at 1.40 I told the cashier I will be back ran and got the other 3 off the shelf purchased them and donated them to toys 4 tots. So maybe if you are feeling guilty you could figure the price differance and donate it that way someone who really needs it gets it not the CEO of TRU.

#18 sigrist_2000  OFFLINE  

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Posted Dec 11, 2006 - 4:13 pm

i agree...the store is prolly giving you the next best thing/comparable item since the product you ordered was out. So good for you!!

#19 ace25baker  OFFLINE  

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Posted Dec 11, 2006 - 4:24 pm

i would be :woot2:

#20 KuponKlipper  OFFLINE  

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Posted Dec 11, 2006 - 4:33 pm

It's called a conscience and congrats, you've got one.

Our membership seems to be dwindling.

I have to say I agree. I used to work in retail. Pricing errors like this happen from time. Trust me they are discussed at length in Loss Prevention meetings. Most of the money a store loses is not from theft, but from pricing errors. Bottom line ... it's us the consumers that pay the price in the long run, even though there is not much we, as consumers, can do to prevent it. Even if you were to tell them something rang up too little, they are probably still going to let you have the item. BUT ... you told them and put the ball back in their court.

Now, on the other hand, I don't think this product upgrade is going to put TRU out of business. BUT ... it bothers me when people ask these types of "what should I do ?" questions on forums like this. It obviously bothered you at least a little bit ... right ? If there is a clear conscience about something, then it would seem like there would be more of a "bragging" post ... like "woohooo, guess what I got". Perhaps that makes no sense, and perhaps I am in the minority. And in no way am I trying to bash anyone. Just offering my humble opinion.

So, what would it hurt to notify them you got an upgraded item ? They probably did just send you that one because they were out of the item. If the person you contact can't give you an answer, etc. then the ball is in their court. YOU didn't do anything wrong and they probably did not either. But at least you can say you notified them and then your conscience can be clear.

#21 Novac  OFFLINE  

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Posted Dec 11, 2006 - 6:00 pm

i thought to myself, 'hey, dood, you just paid $38,750 for a $108.000 car.

The insurance alone would cost more than the payment on a $38k vehicle :jester:

#22 KuponKlipper  OFFLINE  

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Posted Dec 11, 2006 - 6:22 pm

Ok, I want to be devils advocate again. This isnt' direct towards any one person. :no: Just keeping the debate going .... I noticed many posts on another thread regarding people "taking advantage" of the free Fandango movie tickets, and others got none. Some of these comments were made by posters on this thread who think you should not say anything. How is getting something that you didn't order or getting a cheaper deal, etc. (or whatever the case is) and NOT SAYING ANYTHING, any different than taking advantage of the situation ?

#23 amyers12345  OFFLINE  

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Posted Dec 11, 2006 - 7:05 pm

i went in the other day to buy a new ford mustang and instead the salesman brought out a porsche carrera and gave me the papers and the keys and as i got into to that sensual leather cockpit, i thought to myself, 'hey, dood, you just paid $38,750 for a $108.000 car. should i take it back. i know the poor, honest salesman will probably fired at his ford=porsche dealership. i had qualms about honesty and integrity ----------------for anout two seconds. s**T what a deal!!!!!! I hope everyone i ageesw with me that i kept.



I couldn't live with myself for causing someone to lose their job, especially around the holidays. And how did the paperwork match up?

#24 cotejb  OFFLINE  

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Posted Dec 11, 2006 - 7:07 pm

If you feel guilty about it, I would call and tell them that you ordered this but they are sending this and you want ot make sure it wasn't a mistake blah blah blah...More than likely they will say it was a mistake and you can keep it or it wasn't a mistake and we were just out of the 128. Either way you win...I highly doubt they would say Oh let me change that back to the 128...But it also depends on how guilty you feel...I personally would call to make myself feel better about the situation....

#25 jenna8110  OFFLINE  

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Posted Dec 11, 2006 - 8:32 pm

I used to work at TRU and I know that if something rings up at a price that is lower than you thought it is most likely marked down and just didn't have a sticker on it. This has happened to me at various stores. If it is a computer error, there is nothing you can do anyway! There is no way if you said something that they would mark it up just for you! I've also had alot of cases of someone didn't take down the sale sign when the sale was over and they have to give it to you for that price. Trust me, if any of this happens to you be happy! It's there fault and usually employee screw up!

#26 kbasketcr8r  OFFLINE  

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Posted Dec 11, 2006 - 8:33 pm

I couldn't live with myself for causing someone to lose their job, especially around the holidays. And how did the paperwork match up?


Ummm...I think it was a joke.

#27 The End  OFFLINE  

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Posted Dec 11, 2006 - 8:52 pm

Ok, I want to be devils advocate again. This isnt' direct towards any one person. :no: Just keeping the debate going ....

I noticed many posts on another thread regarding people "taking advantage" of the free Fandango movie tickets, and others got none. Some of these comments were made by posters on this thread who think you should not say anything.

How is getting something that you didn't order or getting a cheaper deal, etc. (or whatever the case is) and NOT SAYING ANYTHING, any different than taking advantage of the situation ?


It’s not our responsibility to make sure that a store charges us what they want to charge us. If they can’t get their act together, that’s their problem.

In a post above, I mentioned an incident where I got a chair that was listed at $110 for only $15.50. I didn’t have a problem morally with getting the chair for that price because I arrived at that situation through no treachery on my part. There was a computer error in the register. I don’t feel that it’s my duty to make sure that a store charges me the correct amount. Therefore, my conscience is perfectly clear on that matter.

However, another recent incident left me feeling differently. It was a few days before Thanksgiving and I was at the supermarket picking up a few things for the coming meal. While I was at the checkout I unloaded the items from my cart, but I apparently missed one thing. It was a small container of sage. It wasn’t intentional on my part, but I ended up walking out of the store without paying for it.

When, I was loading stuff into my car I saw it there and assumed that it had fallen out of a bag, so I threw it into one of the bags. While driving home though, it started to nag at me as to how it could have fallen out of one of the bags like that. So when I got home, I checked the receipt. When I didn’t find it on the receipt, I realized what must have happened. I immediately started feeling guilty over it. Even though it wasn’t intentional.

So I went back down to the store and spoke to the manager about it. I apologized to him and assured him that it was just an error and that I was gonna pay for it now. He was very polite, but he seemed a little bit stunned that I bothered to come back in and pay for it and even more so that I was apologizing to him for it. But it was something that I had to do. Unlike the incident with the chair, this was a mistake that was my fault.

As I said above, it’s not my responsibility to make sure that they charge me as much as they would like to charge for an item. But if somehow I end up getting something for the incorrect amount as a result of an error on my part, then I would feel morally obligated to correct the matter.

#28 The End  OFFLINE  

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Posted Dec 11, 2006 - 8:54 pm

Err, sorry for such a longwinded post. Got a little bit carried away I guess. lol

#29 ccbayly  OFFLINE  

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Posted Dec 11, 2006 - 8:59 pm

I would much rather err on the side of being too honest (if that is even possible) than not being honest enough. I would hope that no one could ever question my honesty. Even myself.

#30 tazolover  OFFLINE  

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Posted Dec 11, 2006 - 11:12 pm

Well, before we get into the whole conscience issue, plain and simple the person packing your items made a mistake. You ordered something OL, and they sent you the wrong item. How is that your fault?

Now, if I am in a B&M store, and I see a blatant mistake, I will say/do something. If I get overcharged, undercharged (hasn't happened yet) and esp correct change, I speak up. Because honestly, the extra $2 the cashier gives me by mistake is not worth them loosing their job over because their till is under.

And hey, there is no way my DH would EVER contact buy.com to tell them the mistake they made with us. They sent us a PSP bundle package last year by mistake when I had ordered a PS2 wireless controller for my DH. Had no idea of the mistake until I was wrapping the package Christmas Eve. And I feel I am a very honest person and I don't feel the least bit bad about it.

Consider it a little extra bonus this season, and to offset your kharma, do a nice deed for someone this holiday season! :)



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