Brick wants customers to refund it for website discount error

(Steve White/QMI Agency)

(Steve White/QMI Agency)

QMI Agency

, Last Updated: 7:47 PM ET

An error on The Brick's website has left customers fuming because the furniture store wants them to pay back the huge Boxing Week discounts they received.

Customers who bought The Brick items online Tuesday night and Wednesday morning received an extra 50% discount on their purchases at checkout and are now being told it was a technical error and the Brick wants more money.

In a statement on its Facebook page the store writes, "The advertised price in the flyer and on the product pages was correct when these customers added the item to their shopping cart and did not reflect this additional discount until the shopping cart was checked out. The Brick apologizes for the confusion and is currently working to contact all affected customers to advise of correct pricing."

The store also said it will offer customers 10% of their affected online purchase as credit toward their next purchase.

If the comments on its Facebook page are any indication, The Brick can expect plenty of complaints.

"Congrats on finding an original way to lose clients," wrote David Chabot. "You should have bit the bullet and sent out a memo saying you made a mistake but merry Christmas. You should fire everyone in your marketing department."

Many other shoppers posted comments expressing disappointment and anger, calling the store "a total joke" and telling it to "honour the incorrect pricing." Some wrote they plan to just cancel their order, and one woman said she "will probably never buy from The Brick again."

Some customers supported the store and suggested others stop being "greedy" and just give the store what it's owed.

The company's terms and conditions expressly state that all orders are subject to, among other things, "errors that may be made on pricing such as the one that was readily apparent to those customers," Greg Nakonechny, VP of legal for The Brick, told QMI Agency.

The Brick reserves the right to "correct any error, inaccuracy or omission at any time without prior notice or liability to you or any other person" and "reject, correct, cancel or terminate any order, including accepted orders for any reason," read the terms available on the website.

"We're doing exactly what the customer wanted us to do, and that's honouring the purchase price that they selected to purchase that item for," he said.

Nakonechny would not provide an estimate of how many customers were affected but said the company would contact every one of them and offer them the choice to pay "the price they saw advertised" and receive the 10% discount on their next purchase or cancel their order altogether.

Real Coallier, who works for Quebec's office of consumer protection, said such online transactions can't be modified after the fact and said customers should file complaints if The Brick asks them for money.


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