Hello, our sales rep made a genuine error in confirming to his customer, via email, a product we had quoted on was the premium option rather than the standard. We (internal sales) had told the rep via email it was the standard product on the quote and he’s not sure how he got it so wrong.
This was only discovered and raised by the customer after goods (custom made to size) were delivered to site.
To rectify the situation our sales rep has acknowledged his mistake and apologised to the customer and offered a significant discount ($2000 off a $15000 order) to keep the standard product.
The customer is refusing to engage in any compromise discussions and is demanding we supply the premium product at the original quote value (which never stated it was the premium product). The quote value for the premium product is $19300.
Are we liable to provide the premium product based on the incorrect word of our sales rep? These goods cannot be returned to the manufacturer as they are custom sizes.
This was only discovered and raised by the customer after goods (custom made to size) were delivered to site.
To rectify the situation our sales rep has acknowledged his mistake and apologised to the customer and offered a significant discount ($2000 off a $15000 order) to keep the standard product.
The customer is refusing to engage in any compromise discussions and is demanding we supply the premium product at the original quote value (which never stated it was the premium product). The quote value for the premium product is $19300.
Are we liable to provide the premium product based on the incorrect word of our sales rep? These goods cannot be returned to the manufacturer as they are custom sizes.
