LANE Crawford is under fire from consumers, accused of canceling online shoppers’ orders unilaterally on its website.

More than 100 complaints have been forwarded to consumer rights protection commissions citywide since May.

An online shopper surnamed Sun bought two pairs of shoes — one for 850 yuan (US$125), the other 600 yuan — via Lane Crawford’s website in May, but his order, which had been paid, was canceled by Lane Crawford a day later with a refund offered.

Sun complained to Baoshan District branch of Shanghai Consumer Rights Protection Commission after Lane Crawford refused his demand to deliver the shoes or offer compensation.

Since April 30, districts’ consumer rights protection commissions in Shanghai have received more than 100 complaints over similar cancellations of Lane Crawford, according to Jiang Nan, an official with the Baoshan outlet of Shanghai Consumer Rights Protection Commission.

The branch held talks with Lane Crawford (Shanghai) Co on Friday, and a customer service manager of Lane Crawford (Shanghai) surnamed Hu said system problems of the website had led to wrong prices being published.

The two pairs of shoes in question should have sold at 8,190 yuan and 7,200 yuan respectively.

The website was closed on Thursday. Hu said this was due to a “system upgrade,” stressing that the closure was not related to any complaint.

Zhong Lihui, a lawyer at Shanghai Hengye Law Firm, said consumers had a reasonable case. “Lane Crawford should deliver products to fulfill contracts or compensate consumers,” she said.

Lane Crawford was asked to give a written reply to the Baoshan consumer rights protection commission within a week and offer a solution to consumers.