AI reviews summary
Pros
Cons
Verdict
The physical shopping experience remains positive due to helpful staff and good value on basic apparel. However, the online Marketplace is a significant source of frustration, characterized by poor third-party quality control, difficult return processes, and ineffective automated customer service.
I would give no stars if I could, I bought a printer and ink from their online store marketplace the printer was delivered to somewhere not my address and I've asked for a refund for both items and as usual they couldn't care less and even though I paid straight away I have to wait 3 to 5 working days to get my money back, do yourself a big favour shop elsewhere.
Do not purchase from BigW marketplace as you are not buying from BigW at all, they are just a shopfront for lots of shonky sellers which BigW just let rip-you-off and even after many complaints BigW just let them keep selling. My purchase order AUBWN00515351 through BigW online for Tablet was terrible, their seller OzTech are scammers and their… Read more
customer service is despicable including blatant lying by [Name Removed] at OzTech. I hold BigW Marketplace responsible for their sellers. I waited almost two weeks and they lied many times about sending my Tablet as although they generated an auspost tracking number the day I placed order, after a week I got auspost to investigate and auspost confirmed the tracking number had been generated but auspost did not receive the item, the item had not been sent. Check other reviews, I am not alone so I cancelled my order, I didn't want to take the chance with BigW and OzTech if I ever needed warranty or replacement as I figured they would play the same game and ignore me. BTW - I got one from my local Officeworks for the same price.
If I could leave no stars, I would. Big W Marketplace is a huge scam. I ordered a Motorised Rotating Display Stand Turner Cup Platform for Epoxy Glitter Tumbler 360 Degree Rotating Turntable Base - Black for my small business launch. I hired and paid for a photographer to take professional photos; it cost $1000. I had to cancel the shoot because… Read more
the item didn't arrive on the advised delivery date of 9th November 2026; both Big W and the seller are refusing to pay compensation. On top of that, I received notification this morning that my Etsy store was ready, but I cannot post any of my products. I found that these items that Big W Marketplace is selling are not even in Australia; they are from overseas companies. This should be made illegal on all counts, as my lawyer advised that they are selling items that are not in stock, which is fraud. I cannot contact the seller directly, as it all has to come through email. I have more screenshots but can not attach them
Reviews with attachments
- +1
Order a recharger for the electric scooter. Arrived today and looked like the rats have been chewing on it. Didn’t have to open the package. It just saw it all fell apart. I think it must’ve been caught in a conveyor belt or something, but the 240 V lead has all been stripped with exposed wiring. Big W really need to do better.
I ordered a cupboard and it was shaky when it was assembled. I have a young child and home and requested to return it. After more than a month of going back and forth they refused to allow a return even when I have sent multiple videos of how dangerous the cupboard is from ADVWIN. They eventually offered a measely $30 refund on a cupboard I paid… Read more
$289.40 for including the delivery fee and basically told me to go make a complaint if we are still unhappy. There is a serious lack of care for their customers and their experience. I have been going to Big W regularly and going forward I will be boycotting this company. Its tragic how they over a small amount of money they are willing to lose a customer for life.
- +1
BigW marketplace customer service doesn’t rate at all in my opinion as it’s absolutely disgraceful. Received damaged scooter in box, wasn’t told when it was going to arrive, nobody was home at the time and was left by Hunter Express couriers outside my garage damaged. It took over 2 weeks for BigW to finally agree to have it returned and only when… Read more
I threatened them with the Ombudsman that they agreed to refund me in full. I would never buy anything online from BigW so buyers be aware of the pitfalls when purchasing online. I would NOT recommend it!
Poor and disappointed in the way things are dealt with should be able get money back if you have a faulty item
I would rate this negative stars Have a damaged product Big W says that is our what ever store No I brought it through BIGW web page Now I need to create a google drive account to send them a picture of the fault I am following the cleaning instructions Not happy
I bought the XL for my Staffy. Definitely won’t be relaxing on it as it’s too small. Very disappointed absolute waste of money.
- +1
Ghost ads that they have no intentions of selling or stocking. No solution offer, big w make you call other parties as if client using big w are buying from someone other than bid w. Once you call the response is the same it is out of stock. They never had stock it is a ghost ad.
Big W Marketplace now uses third parties who refuse refunds for wrong goods purchased on the 15/10/26 and have a terrible history of customer service, namely Umart who have terrible reviews so avoid at all costs. … Read more
https://www.google.com/search?q=umart+online+reviews&rlz=1C1GCEA_enAU1040AU1040&oq=umart+online+reviews&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIICAEQABgWGB4yCAgCEAAYFhgeMggIAxAAGBYYHjIICAQQABgWGB4yCAgFEAAYFhgeMggIBhAAGBYYHjIICAcQABgWGB4yCAgIEAAYFhgeMggICRAAGBYYHtIBCTEwNjIzajBqN6gCALACAA&sourceid=chrome&source=chrome.ob&ie=UTF-8
Big W themselves have no customer service involving Marketplace because they have no transaction on record as it went to their third party Umart through Big W Marketplace to Umart) and Umart refuse to assist because it went through Big W online Marketplace (so refer to Big W even though they can’t help). I received the wrong goods WiFi adapters) that don’t work on my PC and Big W refuse my requests for escalation, refuse my requests to speak to a supervisor or manager and reuse my escalated emails because they respond by advising to refer to their customer service line who refuse to help because there is no record even though it shows their Wi-Fi adapters are through Big W Marketplace Umart. I have photos to prove what was ordered is NOT what was received. In the end no one wants to help for receipt of incorrect goods so it looks like legal action may be required.
How very disappointing! This was bought in good faith to enhance comfort and stability of my newly purchased base and mattress, I had no hesitation due to the manufacturers " 100% customer satisfaction guarantee".. sadly this was not so. After only a few weeks of use the topper ( as is evident in the photo) dipped to one side and did not provide… Read more
the comfort and stability for which it was intended. Purchased through BIG W I clearly stated the problem and provided photo evidence , to them and the manufacturer requesting a refund.U was asked to pull topper off the bed, lay it on a flat surface and take a video! I explained that whilst I am willing to co operate it is not physically possible for me to do so as it weighs around 20kg and it would mean moving furniture in my small residence to provide the flat surface. This was not acceptable to them , I was offered a refund ranging over time from $10 to $45 ( the topper was around $150 plus delivery.) Majorly the "100%customer guarantee" stood for nothing :(
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They are simply running a scam on the online marketplace. I ordered screen protector for my phone on the Big W website. The name of supplier was Ozmobile. What I received was nothing short of disaster. It was a thin film of plastic sticker which probably wouldn't cost more than a cent to produce. It does not match the description and does nothing as advertised. Countless bubbles formed which were impossible to remove.
They do not tell you that you will need to buy a $50 wall adapter in order to use this anywhere but inside your car. So it's a useless brick in your home. Bloody wonderful piece of crap. Don't waste your money. Show details
Not A Good Fit. I purchased the Emerson Women's Side Seamfree Padded Bra - Rose from BigW. The bra is advertised as "offers a great fit" sounds good, comfortable and no wire. But no, for this bra has been designed without any provision to adjust the shoulder strap length for comfort, and the shoulder straps are far too short. The image shows the… Read more
back view. notice the way the model is holding her shoulders back and she is holding her shoulder blades towards the middle of her back. This is to get a photo to match the description and mislead the buyer. The short shoulder straps means the bra sits uncomfortably high at the back and pulls against the lower breast at the front. If you want "a great fit" best avoid this bra.
Brought a steam generator through big w market place, and it malfunctioned after 2 months. Contacted the seller who responded once but when I sent the evidence of the faulty product I was stonewalled. I then contacted big w who responded once and then refused to answer. Will have to go to the ACCC to get my money back. Don’t order through big w,… Read more
they use their name to give people a false sense of security then don’t want to know when things go bad.
As of the 30/9/26 big w market support had gotten involved and instructed the seller to honour the warranty, which they did. Thank you to the people who answer the 1800 support hotline, if not for them I doubt I would have gotten anything.
Ordered online the Skyjo card game and on arrival, it was packaged in flimsy plastic wrap so it arrived with dints, and not suitable to give as a gift. On further examination what I received was the Chinese imitation as the box did not have Magilano logo. The game I received is a Chinese version of the game and not the authentic Magilano version… Read more
as advertised on their web page. This is false advertising and against Australian law. I have since ordered the authentic game from Amazon, and was not disappointed. To date I have not been offered a full refund from BigW Market Place or been advise of a return address, so I have now escalated this situation to Paypal.
I was at KURABY BIG W Plant based chocolate was on sale from $12-$6. I collected 2 of each (4) it did not show special price at checkout. Person in self service area that’s no longer on special. I said it is still showing so I went a took a photo. Showed her. She begrudgingly said I will honour that but you can’t have 4 only 2. I declined that offer and left Show details
Latest follow-ups
In a word, Big W online store SUCK. DO NOT EVER ORDER ANYTHING FROM BIG W! I ordered a gas cooker. What arrived was suitable for natural gas, NOT LPG. Useless to a home user in Darwin. It might be OK if I lived in a capital city with natural gas… Read more
connected to the house, but I DON'T. I am just outside Darwin NT. NO Natural gas connections. I also did not notice any option for gas choice in the online store. If it was there, it was invisible to me. If it is a vital option, which it obviously is, It should have been mandatory input. Please select your gas type before your order can be finalised. THAT is a simple option for a computer programmer to set. I called to arrange exchange, and the ignorami would not even entertain the thought. NO! No change of mind returns.
The email included - Seller rejected the return under the bulky-item/change-of-mind exclusion. To which I responded: This is NOT a change of mind situation. This is a you supplied a Natural gas item, which is useless to general consumers in Darwin, who don't have natural gas piped into their house. The gas which is bought in Darwin, Australia in metal bottles is LPG, not Natural Gas. the item is useless because we don't have natural gas attached to the house. We can only get LPG. Your web site did not offer any gas options. It just took the order and took my money, but did not offer LPG or Natural gas as an option. You need to fix your online store to include that option. I require an LPG version. this is an exchange request. not a return for refund. Under these circumstances - the option to choose gas type was NOT offered, I don't believe I should have to pay for the return or re-delivery.
to which they responded: Unfortunately for change of mind returns to be considered, the product needs to be unopened. I have looked into this further and we can make an exception providing it is sent back to our warehouse and it arrives in unused / resaleable condition with no damage to the item, accessories and packaging (it would need to be inspected upon receipt), we would issue a refund less the cost incurred in delivering it to you which is substantial given your location - freight cost was $106.00 Inc. GST. Given you would also need to pay for the freight back, it may be better for you to re-sell the product locally to minimise the cost to you. So, basically, you bought it. We are failing to recognise your claim that there was no gas option available when you ordered it. No way! Get nottid. Unless you want to pay $106 to return it and $106 to replace it. AND we reserve the right to not pay you one cent in credit when we receive it because the box won't be in original condition because it has bounced around in the back of a truck for a week while in transit. Also, how were we to know it was a natural gas burner, not LPG, until we had opened it. We are not privy to their internal codes.
Follow-up · They came to the party with an exchange, but it cost me $150 in freight.
Avoid at all cost . used the for the first time and regretted , bought two items and was provided with tracking details , delivery arrived but only… Read more
for one item , after a few attempts to clarify where is the other item , they had no tracking for it , later they told me it was delivered , I received nothing , no notification , no call , nothing , after I asked for picture of delivery , it showed that courier left package at the curb of one of sydney busiest roads and they informed me that it not their responsibility as they have delivered . no a safe spot is not their problem and told me no refund will be issued and that they closed the case . Big W , you are off my list now . Clowns running your customer service
Follow-up · Item still not received, no refund, absolutely no customer service or resolution . I don't know what sort of scam this is
Follow-up · absolutely nothing changed . customer service with zero care . last of their worry is customer satisfaction .
On the 12 August 2026 I went online to purchase a neck massager from Big W at a cost of $79.95 and knowing I had Woolworths Gift Cards I decided to use them (I didn't know that Big W don't accept them - but I do now from experience). I then went to… Read more
pay by Paypal and was told by the system that it would not accept the payment so choose something else - I thought this was strange so tried again and again it asked me to use a different payment method so I decided to use by Visa debit card instead - again the same thing happened. I obviously did it more than once - I then gave up and went into my account later that day and saw three pending debits for $39.90 (the difference if they had accepted the gift cards) from Big W. I was flabbergasted as I never received confirmation from Big W that an order had been accepted. I then went and contacted Big W and was informed that they would fix it - they didn't - so I called Paypal through chatline and in person and I was informed that the only way they could cancel it was from Big W (the seller). I have to laugh but I am very persistent (the amts were pending on my Paypal account and also my St George account). You cannot do anything when they are pending. I then rang Big W again and was told by the woman that they had no record of any products purchased by me and she then hung up. I was amazed and called the bank directly and was informed that they could cancel two amounts the visa debits but this never happened. This has to be the biggest joke I have ever encumbered. The money hasn't being debited from my account because they are all pending but honestly Paypal actually have an order no from Big W but Big W don't have it.
Just an update - the bank has withdrawn all pending amts but Paypal have not - I know its pending and I know Woolworths will not be contacting them because they have no record of this order no. I find this so outrageous that they have a big glitch like this in their system whereby an order no. is generated by AI and yet the actual order is not displayed on their records. Do you think we are being attacked by AI. I honestly thought that humans were in control - but this proves me wrong.
Follow-up · I actually forgot about it in regards to it being pending on paypal and thru your email to me just went into paypal and found that it had disappeared obviously it is the 30 days that paypal said they would keep in on their records and after 30 days they would cancel it. I hope this glitch doesn't happen to other people too.
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Positive reviews
I usually have trouble buying swimwear to fit properly. I recently purchased a pair of Wave Zone Racer One Piece bathers from my local Big W. These bathers contain a minimum of 20% recycled polyester, so that's a plus for the environment. I like this style of bathers and have to say they fit perfectly, including the bra cup. They are very well… Read more
made and at $12 they are a bargain, and even as someone who has previously made my own swimwear, there is no way you could make them for that price. I even went back and bought a second pair in case they are not available when I need them in the future. I would absolutely recommend this item
I love Big W, it's my go-to for winter clothes and anything tech related, or birthday prezzies for the nieces and nephews. The staff at the Strathpine store are always super friendly and helpful too, makes a big difference!
I had the best in-store experience yesterday, when visiting Mackay. As soon as I entered the store, while I was in the store and at check-out as I was leaving. I went to buy 1 suitcase but, as a result of how exceptionally well I was treated, I purchased three. Can't beat good service. Thankyou. (I love that the big black mat just inside the… Read more
entrance, to the left, that has the entire section area layout on it, viz, kitchen, travel, etc. and how the blue signs hanging over each section mirror the 'floor mat map' layout. Suddenly, it became so easy to know exactly 'where to find what' and that also made shopping a joy).
Negative reviews
Ordered a product, cancelled with no reason provided. Unable to ascertain reason for cancellation and no way to seek information; however got me to download the app and took personal data for their own purpose in order to purchase without fulfilling order. Missed out on another similar product on sale that I would have purchased if I'd known this one was unavailable or cancelled. Online search sites this is very common practice.
I'm so disappointed that BIG W is refusing to refund an incomplete, damaged Marketplace order. Your support team claims BIG W is just an 'advocacy platform' and won't help. Under Australian Consumer Law, you are responsible for sales on your platform. I spent hundreds of dollars on my daughters Christmas present that I cant even test on now… Read more
because a 2nd box is missing (that I was not even made aware of in the confirmation email OR tracking OR delivery). It sickens me that a huge corporation will happily put their customers out of pocket and leave kids without Christmas presents because they wont be hard on their processes.
Anyone thinking of using the BIGw marketplace, stay well away. If it goes wrong you're up for a stressful time and more than likely no refund.
I received a defective product. No responsibility has been accepted. No refund has been offered. No way of returning this defective product. I have been told that my case is closed. Disgusting. Don’t deal with this company.
Recent reviews
Dreadful customer service , shoddy poor quality goods with exorbitant fees for change of mind returns, even unopened packages and extreme circumstances..steer clear of this company , I will never use them or order online from Big W again
The item delivered does not match the advertised item. Advertised item states the padding is 7cm. The delivered one is a maximum of 45mm. It compresses to a few mm. I have complained to the website several times and on their request, sent several photos. I believe they are giving me the 'runaround' with irrational requests for more information. Never again will I shop there online.
Further to my comment above, be careful when making a purchase through Big W Market Place. I… Read more