'Check your cart!' Big W toy sale error sees customers orders suddenly cancelled

A glitch in the system saw some lucky customers walking away with more than 70% off some toys, while others couldn't understand why their item was brazenly removed. 

Big W shoppers are being urged to double-check their online orders after a pricing glitch in the system has seen customers' purchases suddenly cancelled and items removed from the sale. 

After unusually quiet scenes emerged on the BIG Whopping Toy Sale event across some stores in Australia, it was obvious that many were avoiding the usual queues and ordering online. 

But it wasn't long after the sale launched that shoppers hit social media, scratching their heads over some pricing discrepancies. 

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Big W's Toy Sale has launched with hundreds of toys discounted and stocked on shelves. Image: Supplied

An error in pricing

Kidspot readers on Facebook were vocal about errors in pricing being made, urging people to check their online orders after some items that were advertised at an unusually bargain price were suddenly being listed as "unavailable."

Members of the Big W Mums Australia Facebook group were also asking what was going on with some pricing issues. 

One Aussie customer alerted other shoppers to a bargain Hot Wheels set that was advertised in the catalogue as $99 but was showing up as just $34 online.

It prompted many to share that they had also noticed other items listed at ridiculously cheap prices because of a possible glitch. 

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A Hot Wheels toy was priced differently in the catalogue and online. Image: Facebook / Big W Mums Australia

"Is anyone else noticing a discrepancy with pricing? I added things to my cart yesterday and not only did the price not update and lower but things were previously $20 and not on sale now say $26 on sale and previously $39," one customer queried. 

"The Little Tikes fairy car was coming up as $16 but corrected to $99," another person highlighted. 

"System error, I was getting a TV for $17 but then it was fixed and it's back up to $179," another added. 

Source: Facebook / Big W Mums Australia

Should Big W honour the lower price? 

While some managed to walk away with bargains immediately, others weren't so lucky - or quick!

Customers said that they didn't notice anything wrong until their orders were either suddenly cancelled or the items were now listed as "unavailable" to purchase. 

"So did anyone actually pick their order up no problem? I've seen a few say theirs was cancelled," someone wrote online. 

And many confirmed the glitch was true, after being directly affected. 

"Now it's out of stock. I had it in my shopping cart too."

"My delivery order was cancelled," another shopper added, while also querying if the retailer should be honouring the price given it was their error. 

"I think it's illegal if they don't honour it? If the price says it and you pay that much then they'd have to. If they cancel it or anything I'd be taking it further," someone suggested.

Source: Facebook / Big W Mums Australia

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Big W weighs in

Speaking to Kidspot, a Big W spokesperson confirmed that there was an online glitch when the BIG Whopping Toy Sale launched, and while they managed to fix the error quickly, some shoppers were simply too fast. 

"We opened our BIG Whopping Toy Sale online at 5am AEST on Tuesday 10 June and in stores from 8am around the country. For a few minutes after launching online, there were a small number of products with incorrect prices listed," the spokesperson confirmed. 

"The error was fixed in a number of minutes, however it did result in a small number of customer orders with those products to be cancelled, in line with our terms and conditions of sale. We apologise for any inconvenience this may have caused."

As per BIG W’s terms & conditions, the retail giant may cancel any part of an order for products, including any orders that have been accepted.

This includes if there is an error in the price or the product description posted on the website for the product. 

Originally published as 'Check your cart!' Big W toy sale error sees customers orders suddenly cancelled