Racked is no longer publishing. Thank you to everyone who read our work over the years. The archives will remain available here; for new stories, head over to Vox.com, where our staff is covering consumer culture for The Goods by Vox. You can also see what we’re up to by signing up here.
Last week, The Outnet had a huge sale, with some of their products marked down as much as 85 percent. While some shoppers were able to take advantage of the great deals, quite a few dealt with tech problems on the site that meant they lost out on items they'd already put into their carts.
One tipster told Racked that the site denied her credit card, so she called The Outnet only to have a customer-service representative tell her that the card was actually fine but the items she wanted had sold out between the time she clicked "Pay" and the time she got through to a rep.
Another tipster said that she was able to complete her purchase and the transaction appeared on her credit card statement only to be removed later when she never got an order confirmation email from The Outnet. Clearly, the site knows that their sale had tech problems, and they sent an email out to some of their unhappy customers.
The email reads:
We’re sorry you had a difficult time shopping our Clearance sale on Friday, November 11th. Despite planning ahead for a massive increase in traffic, there was an overwhelming response (we received up to 27 orders per second!) and some customers encountered technical difficulties on our site.
As a thank you for your patience and understanding, we are offering you an EXTRA 20% off everything on THE OUTNET, through Saturday, November 19th.
· The Outnet [Official Site]
· The Outnet Is Having a Big Weekend Sale, Here's What to Buy [Racked]