Sears accidentally lists iPad 2 for $69 – cue hoard of unhappy customers

July 19, 2011 By Molly McHugh

Sears has unleashed a torrent of customer complaints after a typo listed the iPad 2 at ridiculously reasonable prices.

Sears is coping with some customer fallout after a typo on its site last week listed the 16GB iPad 2 as selling for $69 and the 32GB version for $169. In reality, they cost $499 and $599, respectively. And the happy shoppers who stocked up on the Apple tablets were in for a rude awakening from the retailer.

In a statement, Sears explained the situation. “Dear Valued Customer: We want you to know that, unfortunately, today one of the Marketplace third party sellers told us that they had mistakenly posted incorrect pricing information on two Apple iPad models on the Marketplace portion of the website. If you purchased either of these products recently, your order has been cancelled and your account will be credited.”

While Sears itself wasn’t responsible for the posting (it came from GSM On Sale, an outside vendor), customers are crying foul, saying the company should honor the deals as they were listed. Some even contend that legally the store is required to honor purchases as they are listed, although Sears’ terms of service explicitly say that if pricing errors occur the retailer has the right to cancel any resulting orders.

Sears has been flooded with negative responses from wronged customers. One user, “MattH,” wrote on its discussion forum, explaining his frustration. “All I know is that I’m still waiting on my money to get refunded. I’m so disappointed in Sears. If not for simply not honoring the price mistake, but for missing a GOLDEN opportunity from a PR standpoint to be held in high respect and bolster their public opinion. Sears…pump your brakes, do the right thing and EVERYONE wins – except that third party vendor, which I suggest you drop when all is said and done.”

Some comments reflect concerns that Sears is being unfairly judged for GSM On Sale’s mistake. That would be easier to believe if it weren’t for other reports of pricing errors. BusinessInsider reports that a handful of customers recently jumped at the chance to purchase a Haier HL40XP1 40-inch 1080p LCD HDTV for a measly $87.98. However, they were soon notified the orders were canceled because the item was no longer in stock. But seeing as the unit is now listed on the site for $877.98, it looks as if another typo was to blame.

Showing 5 comments

bari at 12:45pm 19th July 2011 @jakep ,,, SHEEP
jakep_82 at 11:49am 19th July 2011 The people threatening legal remedies have no idea what they're talking about. This was an obvious price mistake and Sears is well within their rights to cancel orders. I see deals like this occasionally on SlickDeals and I never bother buying because they always cancel orders.
1. bari at 12:43pm 19th July 2011 NOT SO!! i'm just a little disappointed to see that so many consumers have been cowed into attitudes like yours ie. the merchant is no longer required to make good on their promises , we have degraded the merchant---consumer relation to a point where the merchant has little to zero responsibility to honor sales, by sticking some clause in the microscopic over winded terms of service they abrogate themselves of responsibility for any claim. Whatever happened to the maxim "the customer is always right" I agree with “MattH,” " for missing a GOLDEN opportunity from a PR standpoint to be held in high respect and bolster their public opinion" and sincerely hope that consumer bullying after LACK OF DUE DILIGENCE ON THEIR PART comes around to bite them right where it hurts. but given todays sheep consumers and weak consumer protection ! I SAY SCREW THE MERCHANT ,, BEFORE ,, HE SCREWS YOU!!! because he will if given half a chance!!!
  1. Derek Marshall at 2:09pm 19th July 2011 Bari the customer is NOT always right. I say this having worked retail for a number of years. There are circumstances when the customer cannot be accommodated, from unruly passengers trying to board a plane to replacement items not being able to be sent in time for an event due to either time constraints or it's just physically impossible. As far as this error goes SEARS did the right thing, or would you rather they loose thousands of dollars, or have people loose their jobs just for some Positive PR? There is this old addage "BUYER BEWARE" ever hear of it? perhaps you should take that into consideration before you go on you r merchant JIHAD
Rusty Shackleford at 10:49am 19th July 2011 I'm about as cheap at they come, and I'll hop on a pricing error on SlickDeals and cross my fingers, but come on. Stores aren't infallible, and when they make a massive mistake that would cost them thousands, they're not just going to roll with it when all they need to do is issue refunds. The whiners who bought these things would do the same thing, if they were in the retailer's shoes.