One of the biggest attractions online sellers can offer is free shipping. And that’s what Fry’s does for some items.
MrConsumer recently purchased Norton Internet Security (plus Norton Utilities and Norton Ghost) for about $75 from Frys.com because a full price rebate was offered, as well as free shipping (instead of the usual $6.98). In the same order, he added on another software program that was also $75, but it was not labeled as coming with free shipping.
Sure enough, their computerized ordering system charged $6.98 for shipping the order, despite the fact that Norton was supposed to be shipped free. How can the company get away with this?
*MOUSE PRINT: If one clicks the “free shipping” logo, there is this disclaimer:
1. If your order contains “eligible” and “non-eligible” items, shipping will be charged for “non-eligible” item(s).
The policy is understandable if the non-free shipping item is sent separately or adds weight to the box that contains the free shipping item causing the company to pay more for postage. But that was not the case here. As you can see from the picture above, Norton is a rather large product and it came shipped in a carton roughly 12″ by 12″ by 12″. In the same carton, was the other software — a box that weighed a mere three ounces.
The carton with just Norton weighed 21 ounces and with the added software box, it weighed 24 ounces. That additional three ounces did not push the shipping cost into a higher bracket, according to FEDEX’s shipping chart. So, Fry’s charged $6.98 for shipping a carton that otherwise would have shipped free, and which cost them no more to send because of the added three ounce software box.
Customer service was unsympathetic, and only after speaking to a supervisor did the company agree to refund half the shipping cost.