Shoppers' fury after Asda supermarket refuses to honour LOL Surprise deal in alternative Black Friday sale
The supermarket listed the Lol Surprise! Bigger Surprise toy on its Green Is The New Black sale website for £45 down from £84.99 but when customers tried to buy it in stores, staff told them it wasn't reduced.
Customers said they rushed into stores to buy the cut-price toy today and yesterday as they believed the toy was reduced by 47 per cent in the supermarket's alternative Black Friday Sale, which started yesterday.
But they were left sorely disappointed as the toy scanned through tills at full price.
Dozens on social media said that staff refused to honour the sale price listed online alongside the supermarket's other deals.
Asda told The Sun the toy was never on sale and that it was listed on the website with the wrong price because of an "administrative error".
The toy is no longer listed on Asda's Green Is The New Black sale page on its website.
Frustrated shoppers went on Twitter yesterday to complain about the misleading promotion.
One user wrote: "Terrible customer service from @asda… advertising on their website that the Lol bigger surprise was in their amazing flash sale at £45 instead of £85.
"On scanning at till it came up at £85. Pricing error on website?!
Your rights if something is advertised at the wrong price
Buying in a shop
Your legal rights in a shop will depend on whether you’ve paid for the item yet or not.
If you haven’t bought it yet – If you take an item to the till and are told the price on the tag or label is a mistake, you don’t have a right to buy the item at the lower price. You could still try asking the seller to honour the price.
It’s the same if you see an item advertised anywhere for a lower price than the one on the price tag.
If you’ve already bought it – If the shop sold you an item at a lower cost than they meant to, you don’t have to give it back – they’re only legally entitled to ask you for more money if you had talked about the price (eg £100) and they ended up charging you much less instead (eg £10).
If you realise you’ve paid more for an item than it was advertised for at the time, ask for the shop to refund the difference between what you paid and what was advertised.
Keep any evidence of the mistake, if you can – for example, you could take a photo of the advert in the shop window.
Your legal rights depend on something fairly tricky in the law: whether or not you have a ‘contract’.
Depending on the company’s terms and conditions, you’ll have legal rights (and a contract) either once you’ve paid for the item or once they’ve sent it to you.
You’ll need to find the company’s terms and conditions to find out where you stand.
Contact the Citizens Advice consumer helpline if you need help. It may be too tricky to work out yourself.
If you have a contract, the company can’t usually cancel your order, even if they realise they’ve sold you something at the wrong price.
They’ll only be able to cancel it if it was a genuine and honest mistake on their part that you should’ve noticed.
If you don’t have a contract and someone realises they’ve told you the wrong price, they can cancel your order.
"I feel you should honour the advertised price! Disappointing."
Another added: "Poor show @asda @AsdaServiceTeam for advertising the LOL bigger surprise for £45 on your website only to be told when you arrive in store that this isn’t correct, they are still full price!"
One said that the LOL Surprise toys were placed on green sale shelves at one Asda store, despite being sold at full price.
An Asda spokesman said: “There was an incorrect price online for a short time due to an administrative error. We would like to apologise to our customers for any confusion caused.”
The LOL Surprise! Bigger Surprise contains 60 toy surprises inside including two limited-edition dolls and a toy pet.
It comes in a pink carry case.
For the past few years, Asda has spurned Black Friday 24-hour flash sales, instead choosing to focus on lower prices all year round.
Yesterday it launched its Green Is The New Black sale online and in stores, with five deals on children's toys in its George Home range.
The biggest discount available is 50 per cent off a Disney Princess Kitchen in stores only, which is reduced from £119.97 down to £60.
Asda has 631 stores in the UK and you can find your nearest shop here.
Meanwhile the top 12 toys for Christmas have been revealed – and we have shown you where you can buy them at the cheapest price.
Disney has also extended its toy sale until midnight today and you can save even more money.
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