As we all begin our holiday shopping online, this word of caution: scrutinize everything on the screen, fine print or not, before finalizing your order. If not, you may be in store for an unexpected surprise.
Last week, MrConsumer decided to send a toy to a friend, Jami, in Colorado for her kids. Toys-R-Us had a crazy low price for an electronic version of Scrabble, so he proceeded to order it at their website. Here’s the shopping cart showing the item:
Since this order qualified for free two-day shipping through Shoprunner (hint: AMEX cardholders should sign up for a free account good at many retailers), MrConsumer clicked the Shoprunner button and entered the Colorado address that the toy should be shipped to.
Not wanting this purchase to go on his American Express card, MrConsumer dismissed that screen and clicked the regular checkout button knowing that free shipping would still apply even entering a different credit card number.
The final checkout screen all seemed to be in order with the gift going to Jami, so he clicked the submit order button.
A few days later, FEDEX sent a notification that the gift had been delivered. Checking with Jami, she said she never received it. Did someone steal it from her doorstep?
Checking back at the FEDEX site, there was a notation that the package was left on a porch in LINCOLN, NEBRASKA! What??? Lincoln is where Jami used to live. Could MrConsumer have been so absent-minded as to erroneously list her old address on the ToysRUs.com order?
Going back to retrace his steps on the Toys-R-Us website, MrConsumer created a test order for the same toy. And just as depicted above, when clicking the Shoprunner button, the Colorado address automatically appeared. However, when clicking the regular checkout button, it appears that Toys-R-Us changed the address to Lincoln, Nebraska because that is the address it had stored from previous orders.
MrConsumer called Toys-R-Us and walked the agent through all the steps above so she could see the glitch in the system. They generously provided a merchandise credit, and said they would forward this issue to their tech people.
The lesson here is that you have to scrutinize every Internet order, big print and small print alike, before hitting the submit button. Is it the right item? Is the order for only one item and not two by mistake? Did all coupon codes get accepted and deducted? And surprisingly, is it going to the right place?