AI reviews summary
Pros
Cons
Verdict
Overall sentiment toward Big W's online operations and marketplace is predominantly negative, with customers frequently expressing frustration over third-party transactions, delivery delays, and rigid return policies. While a few experiences highlight efficient shipping and helpful in-store staff, online shoppers advise caution. Key takeaways include verifying whether items are sold directly by Big W rather than external marketplace vendors before purchasing.
DO NOT BUY FROM BIG W ONLINE. IT IS A SCAM. Read the reviews. Hundreds of people, myself included, and family and friends of mine have received broken items and are only offered a fraction of the price as a return. Big W is facilitating the sale of knowingly broken items so they can get some money for them instead of disposing them and getting nothing. I am taking this whole scam to A Current Affair and Yahoo.
Very poor experience with BIG W online. I ordered a PS5 Pro while the website showed it as available, completed checkout, paid in full and received confirmation of the order. Because the order was confirmed, I stopped looking elsewhere. Six days later, BIG W cancelled it because they did not actually have stock. The console was meant to be a… Read more
milestone birthday gift, so the timing mattered. By the time BIG W finally cancelled the order, PS5 Pro stock had sold out across Australia, meaning I had also lost the opportunity to buy one from another retailer while it was still available.
To make matters worse, I had purchased a large amount of gift cards specifically for this order, so the cancellation also created an unnecessary refund headache.
I understand inventory errors can happen, but taking payment for scarce stock, confirming the order, and then waiting almost a week to admit it cannot be fulfilled is simply not good enough.
Customer service and the advocacy team were polite, but ultimately BIG W offered no meaningful remedy beyond refunding the gift cards, leaving me stranded with more than $1,000 worth of Big W and Woolies gift cards.
I would be very cautious about trusting BIG W online stock availability for anything time-sensitive, expensive or difficult to replace. However, I would never purchase from Big W again based on principal.
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.
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
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.
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 connected to the house, but I DON'T. I am just outside Darwin NT. NO Natural gas connections. I also… Read more
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.
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
Horrible experience. They sent outdoor storage unit less than half size of the one I ordered. I sent photos , showing unit received had one door and image of unit ordered had 2 doors. Clearly much smaller unit. Still waiting for acknowledgement of mistake and replacement or refund 2 weeks later. They have no concern for the law or my rights .… Read more
Even big W mediator won’t acknowledge it is a the wrong unit and not 1017 litre unit I ordered. It’s like talking to dumb and dumber as they tell me I received the right unit. Offered $100 refund ( when I paid $310) or if I package it up, weigh it, secure it, label it , pack it they will refund my money . But I don’t even live at address it was sent , and if it’s their mistake why do I need to drive 10 hours , spend hours of service to save them $50 which is likely cost of unit, when it is their mistake. It is literally illegal under law to charge me for wrong product . Better chance with Temu or Alibaba.com, at least they follow law.
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Terrible customer service. My appliance is faulty. Spent countless hours trying to get in touch. AI reply only, generic messages and numerous code verifications and all leads to nothing. NEVER again will I try to order anything from BigW Show details
- +2
DO NOT BUY FROM KG SUPERSTORE / KG GROUP THROUGH BIG W MARKETPLACE. OR FROM BIG W MARKET PLACE EVER I paid around $75 plus shipping for the Odyssey Living Hunter Valley Thermal Flannel Sheet Set because it was advertised as “Thermal Flannel” and the listing photos made it look like warm winter flannel-style bedding. What arrived was thin 130GSM… Read more
polyester microfibre sheets that look and feel nothing like proper flannel or flannelette winter sheets. The product name and photos are misleading deceptive lies and the sheets are absolutely not worth the price.
When I complained, KG Group refused to refund me and hid behind the fine-print material description instead of addressing the fact that the listing itself gives customers the wrong impression. They also ignored my point that the listing should be changed so other people are not misled.
I feel completely ripped off. This was a waste of money I could not afford to throw away. I would never buy from this seller again, and I strongly warn other customers to avoid ANY PURCHASE from BIG W market place. Their customer service is rude obnoxious, takes days to answer and will waste all of your time while they just keep your money. I have included photos of a real flannel sheet against their thin summer sheets that couldn't keep a flea warm in winter. After dealing with their overseas online and Ai automated system team they revoked my ability to leave an honest review on their product and if you go to the listing you will see that they don't allow reviews or it hasn't been reviewed because they are aware it's scam. You will notice with the picture that the colour changes in them. That one was clearly photographed as real flannel sheet but the rest were not in order to subvert you from thinking they were flannel. They took advantage of someone escaping DV and needing warm sheets for winter. DO NOT GET CAUGHT OUT!
Also the delivery is painfully slow the customer service is atrocious and there is no guaranteed exchange, refund or change of mind that is just hype to keep your money.
https://www.bigw.com.au/product/odyssey-living-hunter-valley-thermal-flannel-home-bedding-sheet-set-lavender-size-queen/p/9904182124
Buyer Beware: Repo Guys "Vintage Kettle" Rusts Quickly. I purchased a "Vintage Kettle" from Repo Guys via the BIG W Marketplace, and it is a shockingly poor-quality product. Within six months, the stainless steel internals started rusting. When I raised this with Repo Guys, they completely refused to take responsibility, falsely claiming that the red rust is just scale build-up. Do not waste your money on this product or this seller!
Big W Slipper boots the soles crack and break their new l bought them last winter Why can't they sew fluffy to the soles like they use to now l have to sew soles on them to save them! Show details
Absolutely terrible service and no accountability! I ordered a tempered glass screen protector online from Big W Marketplace. Opened the package and found a shattered screen protector. Tried returning it to Big W, and was informed I could only do so online as it was from a 'third party'
I purchased a Devante gas oven cooker from BigW Online, on 30/05/2026 2 weeks later it still hasn’t arrived See attached pic !! BigW use a courier company called Team Global Express, now these people might be the issue as almost 2 weeks have passed and no one seems to know where my order is !! So I’m rating both BigW Online and Team Global Express as extremely unreliable, 1 star is being generous !! Show details
Latest follow-ups
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.
Do not buy anything on big w marketplace with the seller aussie union group. I bought an office chair from them 7-8 month's ago as the chair is faulty. When I advised them that their chair is faulty they asked for a video which I sent. Then they… Read more
told me I've had 7 month's of wear and tear on it & it requires 2 parts to be replaced. Then gave me the pricing of the parts. The chair isn't even 12 month's old & it needs parts replaced? Wth! They then offered to pay half of the parts & today the full price of the parts. I am an older female and have no idea how they expect me to physically replace the said parts myself. I'm not accepting this as it is still under warranty by law & it is totally unacceptable what they are doing. Nsw fair trading have advised me today that it has to be fit for the purpose and it should be replaced and not repaired at all!
Follow-up · THE COMPANY EVENTUALLY SENT ME OUT A REPLACEMENT CHAIR WHICH IS STILL IN THE BOX DUE TO HAVING NO SPARE TIME. BUT IT WOULD DEFINITELY HAVE BEEN PUT INTO THE HANDS OF THE NSW FAIR TRADING DEPARTMENT IF THEY HAD NOT ACTED ON IT. BUT PLEASE REMIND THESE COMPANIES THAT YOU DO NORMALLY HAVE AT LEAST 1 YEAR'S WARRANTY ON YOUR GOODS YOU PURCHASE. THIS… Read more
**Please will consumers support me and make a complaint to A Current Affairs, as I have done. This scam has got to be stopped.** Big W needs to take responsibility for introducing Market Place, which is SHAMBOLIC. No-one at BW to speak to, they… Read more
cannot even access the records of Marketpla ce. 1800 number for MP not answered. Told my August order delivered April, lol. (BW had to transfer my call to MP's rude telephonist). This is a scam people!
Follow-up · After making this post, the supplier was quick to rectify the problem I had. I found it extremely difficult to get results from Market Place support, as most times there was a recorded message saying "try again". BigW needs to play more of an active part in dealing with delivery problems, quality of goods etc, as it is through their on-line shopping site that these items are bought. Thank you Product Review
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Positive reviews
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).
I bought some earbuds from Extreme Plus on marketplace and I love them. I was thinking the price was a mistake because they were ridiculously cheaper than anywhere else so I was a little dubious, but they are fantastic. All original, in original box, brand spanking new and beautiful. I can't recommend seller enough and I don't usually bother with reviews, but sometimes people have to give positive ones rather than only negative ones. Thanks man.
Negative reviews
Ordered online the Skyjo card game and on arrival, it was packaged in 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 was made in China and not Germany. I have requested a refund, so let's see what Big W Market Place does. Show details
If I could give a 0 I would. Big W SUNBURY. Some of your staff there, [Name Removed] in particular, should not be working retail. There was another guy as well, i forgot his name, however from the time i walked in, from front staff, so rude, if people don't want to deal with customers and give good customer service, DON'T work in retail. And your… Read more
Doordash same day delivery is false advertising. I picked up my order myself. Your staff didn't even know about my order. Who hires these people, it's like giving good customer service is not important to stores in Sunbury anymore. Anyway, not a rant, just disappointed, just be friendly to people, it doesn't cost you anything, in fact you guy's get paid to do so, or find another job.
My online order was not processed properly by the Big W system - one item was missed off completely. It took 4 days for a human to respond to my concerns after multiple attempts to communicate via their app and website, and I only then received a response via email. I was offered a refund for the missing item and recommended to reorder it. No way… Read more
am I trusting them with my custom again! The other item that was shipped was supposed to arrive within 7-10 working days and that was then revised to 14 days. I am so unhappy with their service that I do not recommend anyone using them.
Recent reviews
$220 item not delivered. Woolworths uses Couriers Please who have just about the worst reputation here on Product Review. The couriers are uncontactable , Woolworths shifts the blame for the late/non delivery to a third party supplier who they say will contact you but they don't but they don't tell you who the third party is. Couriers please lie… Read more
and say they attempted delivery but there is clear proof they made no attempt. I will never use Big W online again because of their no care and no responsabilty attitude.
I am not happy with the BigW Marketplace because I did not receive what I ordered. My order was for (1) five Holeproof All Seasons Waffle Knit Men’s White Singlets Pattern M1964 Size L costing $78.50, and (2) four Holeproof All Seasons Waffle Knit Men’s White Underwear Pattern M1962 Size L costing $75.81. I searched the BigW Marketplace… Read more
carefully prior to ordering to ensure that I had the right items, that my size was in stock, and to record the prices.
The BigW Marketplace actioned my order as nine singlets and no briefs, costing $13.39 more than what I had ordered. That is what was delivered.
I contested this transaction with the Marketplace over several exchanges, and finally I was told that the underwear (Pattern M1962) was not in stock. That information was not showing on the website when I ordered, nor was my order declined on that account.
While I am prepared to retain all the singlets, the fact that delivery did not match the order is not acceptable.
In choosing to enter into this online transaction, I took confidence from the BigW brand. Through this transaction I have formed the view that BigW’s association with this marketplace is little more than using the name.
I would not purchase from the BigW Marketplace again.
Extra Information
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