Customer ordered two "Turtle Tub 13 Gallon 39"x21"x16"" (http://www.petblvd.com/cgi-bin/pb/ZOO09140.html) at $84 each. The "Turtle Tub Kit" (http://www.petblvd.com/cgi-bin/pb/ZOO09141.html) actually costs $249. The fact that she was ordering two tubs was displayed to her in the basket before starting checkout, on the final review page before entering payment details, and again in the receipt she received via email, all before the item shipped out. The customer only notified us that she only meant to order one tub after she had received the product. She also stated that we should provide a return label because we are a company and can absorb the cost.

We do provide return labels when the issue is ours, but in this case, the customer just wasn't paying attention to what she was ordering. We would rather keep our prices low for everybody than make everybody pay for the customer that doesn't pay attention.

We tried to work with the customer to come to an amiable resolution, but the customer wanted the $249 Turtle Tub Kit for $84 and expected us to pass a big loss onto our other customers.

asked by Nicholas C. on 2/27/10