Found B&Q price issue with £75 garden furniture reduced to £4

A sharp-eyed buyer thought he had landed a bargain after buying a £75 potting bench for his garden for just £4.

The pricing issue surfaced on B&Q’s website and was shared on hotukdeals much to the delight of many discount-hungry shoppers.


Stores don’t have to honor online pricing issues if it’s a ‘genuine mistake’Credit: Getty

But a gutted shopper who boxed up the cheap furniture and expected a saving of £71 has now been told their order has been cancelled.

“I’m really bored now,” she said on the Latest Deals, Extreme Couponing & Bargains group on Facebook.

“Has anyone else who ordered the £4 potting bench from B&Q had their order cancelled? I finally have a problem and it is cancelled.

“For my very first bungalow too. Being here only five months would have been perfect for this year.”

The disappointed planter said she was contacted by B&Q to say the order had been cancelled.

Posting the response, B&Q told him: “When you placed your order, unfortunately the price was wrong – it was listed as £4 instead of £75.

“We are currently unable to fulfill orders for this item and, with our apologies, we are canceling your order and refunding you the price paid.”

The wooden bench still appears online advertised at £4 but is not currently available for home delivery, click and collect or in store so it can no longer be purchased.

And they weren’t the only shoppers to find that their order had been cancelled.

Angry customers have posted ‘comments’ on the Forest Garden potting bench product page about the cancellation – and frustration that they have to wait to get the money back.

One shopper said: “I understand this is a mistake and we are all at risk of having our purchases cancelled. However, they still have my money from last Saturday.”

Another said: “They have accepted payment, said processing since ordering. I went to online chat and they said they are canceling all orders!

“It’s good, but I keep my money because still no refund!”

A third said he was ‘not a happy bunny’ after buying five of the benches: ‘He took the money out but we are my buy????.

A B&Q spokesperson said: “We apologize for any disappointment caused by this pricing error. Despite our best efforts, sometimes we make real mistakes like this.

“All customers who placed an order will receive a full refund to the original form of payment.”

Do stores have to honor a price glitch?

Unfortunately, stores don’t have to honor a product’s low price if that’s a problem.

Prices that are advertised online in error and were a “genuine error” mean shoppers won’t be able to get the low prices if spotted by the store.

Retailers can cancel the order and refund the money to you, usually within seven days, although it may take longer depending on your card issuer.

Indeed, B&Q explained this in its message to the buyer.

The DIY store said: “While the pricing error is a genuine mistake, we understand that it may be disappointing.

“Despite our best efforts, a small number of the thousands of products we sell may occasionally be mispriced.

“If this happens, we are not obligated to supply the products at the incorrect price or at all.

“You can find more information about this here in B&Q’s Terms and Conditions.”

The T&Cs indicate that he is not obliged to supply the product at the incorrect price.

While this can be frustrating when you think you’ve gotten a bargain, it’s something to be aware of when purchasing an overpriced item – particularly that you’ll likely have to wait for a refund from your money, which could leave you out of pocket.

But if you already received the item and paid the glitch price, you don’t have to send it back.

However, stores don’t always spot problems and you might get away with it, so it might be worth a try.

For example, Asda shoppers spotted a price glitch that yielded £37 worth of stamps for £25 – and some managed to get the lower price.

This may require keeping the problem a secret if you spot it yourself.

A shopper had warned not to share B&Q’s price issue when it was first spotted and before orders were cancelled.

They said, “I should have kept it for you guys. Posting it here pretty much guarantees it won’t go through.”

Consumer expert Martyn James said: “If it becomes known that a website has mispriced certain products and lots of people are rushing to buy them, you know the company has made a mistake and the “Company may not have to honor the agreement as it stands. A mistake you are no doubt aware of.”

A ‘glitch hunter’ saves £1,000 a year by tracking down pricing errors.

What about in-store pricing “problems”?

The same rules generally apply to errors in stores if the label has the wrong price.

Stores may choose to honor the price tag, and it’s worth asking them to do so just in case.

But the store can simply remove the item on sale and say it’s unavailable if the price is wrong.

If the problem occurs at checkout and you buy the item at the lower price, you won’t have to refund the money.

Citizen’s Advice says that they are only legally allowed to ask you for more money if you have spoken about the price (eg £100) and they ended up charging you much less instead (eg £10) .

If the tables are turned and you think you were charged more than expected, you can ask the store to refund you the difference.

You will need proof of the error, such as a receipt and a photo of the price on the shelf.

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