Unexpected charge after receiving T-Shirts
I was overall very happy with the t-shirts and the delivery time, and originally planned to write a very positive review.
However, on the same day I received the t-shirts, I suddenly got an email saying they would charge me extra for the print.
This felt quite strange to me, since we had already been communicating back and forth for a long time about the pricing. I specifically asked for a price list, we agreed on the price, and I paid the invoice.
Because of that, it was surprising to suddenly be asked to pay more afterwards.
It’s a shame, because I was actually planning to order more. I hope this can be resolved with an apology so we can continue working together. Otherwise I’m not sure I will order again.
Reply from merchyou.com
Hello,
Thank you for your feedback. We are pleased to hear that you were satisfied with the quality of the t-shirts and the delivery time.
At the same time, we would like to clarify the circumstances that led to our follow-up communication regarding the price. During the quotation process, an administrative error occurred on our side, and the printing cost was mistakenly included for only one piece instead of the entire order. Unfortunately, this mistake was only discovered after the quotation had been approved, the deposit invoice had been paid, and the production had already been completed.
Once we identified the error, we contacted you to explain the situation and requested payment of the difference caused solely by this miscalculation. This was not an additional charge for a product or service that was not part of the original order, but rather an attempt to correct a clear pricing mistake related to the printing that had already been produced and delivered.
We fully understand that this situation was not ideal, and we sincerely regret that it occurred. At the same time, we believe it is important to clarify that the amount in question was connected to a service that was actually produced and delivered as part of your order.
As the mistake originated on our side, we ultimately decided not to pursue the outstanding difference any further. You may therefore consider this amount as an additional discount on your order, provided beyond the originally agreed terms.
Transparency and fair customer relationships have always been among our highest priorities. For that reason, we chose to communicate the issue openly and to seek a solution in a straightforward and honest manner.
Despite this misunderstanding, we truly appreciate your business and would be delighted to work with you again in the future. We hope this situation will not stand in the way of a continued partnership and the opportunity to demonstrate the quality of service our customers can expect from MERCHYOU.
The MERCHYOU Team