Cancelled Order because of Price

[JJ6121]

On the 16th of August, I purchased a HP Envy 34-C1075t desktop and HP 9135e all in one printer. They were both on sale. The desktop was originally $2,149.99. The on sale discount was 25% off to make it $1,612.49. This showed online before I even logged in using my account. I have a Hero’s discount of 5% off. HP showed the total price of $1,492.49 for the desktop. Within about a hour, the desktop was cancelled by HP but did not say why. I replaced the order and by the next morning, it was cancelled again. I reached out to HP via chat and phone call. HP chat did not know why it was cancelled and assisted me with reordering. When I was on the phone, they advised me that it was cancelled because the desktop was no longer in stock. I thought this was strange as online it still showed that it was available. After talking with multiple people who couldn’t say when it would be in stock, I was transferred to someone who had to send a message to someone else. She told me the order was cancelled because the price was wrong. I’m like, how is that when the price came off of your website. Then she proceeds to tell me it was because of my discount. I couldn’t understand why they would cancel my order for a 5% discount. Why wouldn’t you just call me to say we can’t give you the 5% off but we’ll keep the 25%. Every question I asked her though, she couldn’t answer. She had to message someone else but when I asked to speak to them, she did not allow me to. She would only say that she would call me back. I told her I even have the screen shots of the pricing but she would not listen. 

I just don’t understand where the customer service is. How is this the customers fault when the pricing comes straight from HP’s website. Of course, now the discount is gone and they don’t even want my screen shots to show the proof of the pricing. But they should have records of that anyway. This is just ridiculous and customer service sucks. I have been buying HP everything for over the last 20 years. Now, I think I need to take my business elsewhere. 

[Sneha_01]

Hi @JJ6121 ,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see you need help with the computer purchase. This will be handled by our sales team. They will be able to give a good offer.

I request you talk to HP Phone Support and they will help you to sort it out.

1. Click on this link -  https://www.hp.com/sg-en/shop/

On the right corner of the page you can find the details for a sales executive, Please call on the number they will help you:)

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support