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.

He writes:

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.

Longer version:

-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.

Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.