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Both parties are clearly in the wrong here.

Fast Company should ensure the product selection doesn't reset to default when the form is submitted and returns an error.

The customer should double-check their order before hitting submit. Like it or not, they had the more expensive product selected when they submitted their order. How are Fast Company supposed to know the product you had selected is not the product you wanted?

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Naturally the user is always responsible for the purchase he/she makes. However, if I (OP) make my selections and need to re-enter some information based on their request - I don't think that allows them to change my decisions from what I have chosen earlier, especially if you get an error message similar to "please check your credit card number".

It is also a de facto standard in general that sites do not change once set selections when fixing errors in the original form and once you differ from this you're bound to increase burden on your customer support.

Precisely. It's bad practice on the part of the retailer, and if I were in their shoes I'd refund the customer immediately as a gesture of goodwill.

That said, it does not appear to be malicious, and ultimately the customer bears some responsibility for submitting their order without checking it.

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