Zappos loses $1.6 million due to pricing mistake, honors all sales

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Author: Colin Shaw

Pricing errors online are usually honored by companies, but everyone was suprised to see 6pm honor this pricing error.

6pm.com, a Zappos sister site, made a grave error on Friday night – they capped at a maximum price of $49.95 for all their purchases. This may not hurt too many ecommerce sites, but 6PM offers luxury items that can cost thousands of dollars. The news of the error was picked up by bargain hunter sites and circulated round the internet, much to the delight of bargain-hungry shoppers who took advantage. Despite the costly mistake, Zappos is going to honor all sales:

While we’re sure this was a great deal for customers, it was inadvertent, and we took a big loss (over $1.6 million – ouch) selling so many items so far under cost. However, it was our mistake. We will be honoring all purchases that took place on 6pm.com during our mess up. We apologize to anyone that was confused and/or frustrated during out little hiccup and thank you all for being such great customers. We hope you continue to Shop. Save. Smile. at 6pm.com.

Although incredibly unfortunate for Zappos, it’s great to see them continue to stick to their Customer Service principles and deliver a great customer experience that should hopefully continue to drive their customer loyalty.

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.

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