Should a screen capture be legally binding in any way? We like to think that taking a screencap of a great price or another problem is a foolproof way to hold on to evidence, but there’s a small flaw in that plan. It’s called “image manipulation.” Or, to use a trademarked term, Photoshop. This is probably the reason why Amazon refuses to take the screencap that Anthony took of a sunglasses description as rock-solid proof that they had an error in their listings. He says that he grabbed the image for a different reason, but was glad to have it when Amazon claimed that the sunglasses he bought as polarized were actually non-polarized.
He doesn’t want money, exactly. What he does want is a pair of polarized sunglasses for the stated price, and Amazon and Oakley aren’t about to deliver a product that doesn’t exist. Pricing errors online caused by a typo aren’t legally binding, after all.
The short version: Amazon makes major changes to product descriptions and their customer service cannot see the changes they have made; won’t deliver product as described; says I must be mistaken about what the description says; won’t look at screenshot proving the price/description.
-I ordered a polarized pair of Oakley Sunglasses on Sunday
-The price was great ($106 before, $85 after coupon) so I took a screenshot so I could brag about it on various internet forums
-I receive the a non-polarized version of the glasses Tuesday
-I go to the product webpage… the listing now says they are non-polarized (the description changed)
-I talked to online customer service, they note that it says they are non-polarized
-I make it consistently clear that I only want the polarized version delivered
-Online CS has the phone CS people call me. The low level rep tries to help but can’t do anything other than give a refund.
-Supervisor comes on and says the page says non-polarized
-Says the price on the polarized version has hovered around $160 for weeks, so I must be mistaken about the $106 price on polarized glasses
-Supervisor says that they cannot see changes that have been made to the description; refuses to look at screenshot (security reasons apparently); explains that I must be mistaken
-Refund is offered if I ship the glasses back, but I do not get the polarized version, and I do not get my 20% off coupon back, they will not lower the price on their polarized version.
-I Executive email carpet bomb explaining this story and that I only want the glasses as advertised. No response.
Attached is a screenshot of the item I purchased and the price I purchased it at— this is the screenshot Amazon refuses to look at while they explain how I must be mistaken. I redacted the screenshot to remove personal info, but the page content is unaltered.