Unfair Cancellation of My Order Despite Confirmation

I recently had a disappointing experience with Builders regarding an online purchase that was unjustly canceled. On 13 December 2024, I purchased the Camp Master 205 Instant Plus Gazebo for R300. At the time of purchase, the product was advertised online, Google Sponsored AD, clearly showing 11 units in stock at store, and I even confirmed availability by contacting the Constantiaberg store via the call center.

I requested to collect in-store as I was camping that day and it would be easier to collect en route. My payment was processed successfully, and I received my order confirmation email at 9:44 AM, which concluded the transaction. However, at 11:23 AM, nearly two hours later, I received a cancellation email claiming stock unavailability or that I have requested cancellation (Not true!). This cancellation also contradicts their terms clause 22.1.

When I contacted Builders to find out why this was cancelled, they confirmed it was due to a "pricing error" and cited their Terms and Conditions about "obvious errors." I understand that pricing mistakes can occur, but this was not an obvious error.

The price of R300 for a gazebo is reasonable for a promotional deal, especially during seasonal sales and it was a deal of 79% off ending 31 Dec. The product was prominently advertised online and appeared as the first result on Google when searching for gazebos, which further indicates deliberate marketing. It is frustrating and unfair that my order was canceled after it had been confirmed and payment had been taken. The retailer’s actions conflict with the Consumer Protection Act (CPA), which protects consumers from such retroactive cancellations unless the pricing error is clearly obvious—which, in this case, it was not.

Builders has a responsibility to ensure accuracy in their pricing and to honor transactions once confirmed. Instead, I was inconvenienced with a cancellation and lies about stock availability which cannot be true as I called to confirm before purchasing. I also spoke with the store representative Sisipho who ended the call in my ear because I was stating facts about my order. Later the day and even now online the price has been rectified with stock showing at the store.

I am going back and forth with customer service even after requesting this matter be escalate. I am given no choice but to take this matter further.

I expected better from a reputable retailer like Builders. I urge them to improve their processes and handle such matters with fairness and transparency to retain customer trust. Also to take ACCOUNTABILITY for their errors!