Thank you for taking the time to talk with me so I could clarify pricing of these lines.

In December, the retail price for fudge and toffee bags was €1.80. Caramels are more expensive – retail price of this item is €2. We charge the same prices in our cafes downtown as we do at Dublin Airport. We endeavour to offer our customers an excellent product at a fair price. As a company we do not engage in the type of practice outlined in your blog – this is not the way we operate.

From our discussion, I think there must have been confusion over the products being purchased. You mentioned that you bought several bags which included caramels which were correctly charged at €2. I have checked our tills which have the correct prices listed. It appears that the person on the till thought you were buying bags of caramels as opposed to bags of assorted products and made an error by charging you just for the caramels.

I do apologise for this which was completely unintentional and a case of human error. We have been selling these products for over 10 years and I am not aware of any similar instance in the past. This error is not a case of clever and dishonest pricing – it was a mistake made by the till operator. This should not have happened and we are bringing this matter to the attention of the relevant staff.

I would welcome the opportunity to reimburse you for the overcharge, either through a cash refund or complimentary chocolates. If you could send me your address I can organise same.

Thank you for bringing this matter to our attention and affording us the opportunity to respond.

Yours sincerely

Aisling Walsh
Marketing Director | Butlers Chocolates
T: +353 1 4748103 | F: +353 1 6710480
Clonshaugh Business Park, Dublin 17
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Butlers Chocolates., Clonshaugh Business Park, Dublin 17, Ireland. Registered No. 205466.
http://www.butlerschocolates.com