Big W Retail Stores

Another of my much-loved surveys. I wanted to find out if my local Big W sold a particular mobile phone without traipsing there. At first I rang the 1300 411 875 number, and was answered by Ditzy Dot, the computer. So after having to listen to the usual spiel, Dot finally asked me what I wanted. I said, "Connect me to {local store name}" "So… Read more

I can find the best person to assist you, what is the reason for your call?" Silly me replied, "Mobile phone". Fatal error. "They won't be able to help you with that. I can send you a link via SMS. Do you want that?" "No" "Please answer 'Yes' or 'No'." Pressed 2 (No). "Please answer 'Yes' or 'No'." "NO!" "As you've said 'no' I'll be hanging up now." My thoughts were unprintable.

So I rang back, this time asking to be connected to the store, giving no reason when asked, simply repeating my request. I was then connected to a very nice older lady, who answered, "What store would you like me to connect you to?" I replied I thought Dot was supposed to have done it. She said, "No, Dot's not up to that yet." So I stated the store name, and was connected.

After a long wait on hold, I finally spoke to someone in the store, then asked them to connect me to someone in electronics. After yet another interminable wait, I was greeted with "Uh, hello?" I started to ask about the phone, and he said, "Hold on, I need to put you through." I replied that that's what I had previously requested. "Hold on, I'm connecting you." After another long wait, I realised all I could hear were shop noises, and it slowly dawned on me he'd simply laid the phone on the bench, and had wandered off! Shades of the Simpsons. Furiously, I hung up. An hour out of my life I'll never get back again - and for what?

My granddaughter walked past, and I told her of my plight. She said "Let me check." A few button presses and she had the answer to me in under 60 seconds: "They don't sell any phones in the store."

Which is great if you are young. But Big W's own customer service system is clearly failing. All customers are paying good money for 'Dot', who is not working. Will we really get to the point where no staff want to help you at all? If so, it will be a very sad day indeed for mankind.

A letter to BIG W Head Office, ( as there is no way of emailing them ) I am writing to formally raise a complaint about a recent experience I had in-store, which I found both frustrating and disappointing. While at the checkout with my daughter, I scanned a pair of pyjama pants that came up as $9, despite being marked as $4 on the shelf. I… Read more

advised the team member assisting me that I had purchased the exact same item the previous week for $4 and asked if the price could be checked.

The staff member consulted another employee ([Name Removed]), who confirmed the price as $9 without physically checking the shelf. I reiterated that I believed this to be incorrect and offered to show where I had picked them up from.

When I went to the display, I observed [Name Removed] actively removing the pyjama pants from that section and relocating them elsewhere. When I questioned this, she suggested they may have been “last year’s stock” and implied I may have purchased them last year, which was incorrect. I clearly stated that I had purchased the exact same item just the previous week and that I had the receipt to confirm this.

Despite this, [Name Removed] continued to argue rather than attempting to resolve the situation. I then asked to speak to a supervisor, at which point she stated that she was the supervisor. Shortly after, she offered to call her supervisor, which was confusing given her earlier statement.

Another staff member ([Name Removed]) attended. He advised that the items were “not supposed to be there” and maintained that the pricing error was not the store’s responsibility. I explained that incorrect shelf placement or pricing is the store’s responsibility and that the price displayed should be honoured.

He then offered to sell one pair at $4 and the remaining two at $9 each. Given that I had purchased the same item at $4 the previous week and that they were displayed at that price, I did not find this acceptable.

Throughout the interaction, both staff members were dismissive and argumentative, rather than helpful or solution-focused. As a result, I chose not to proceed with my purchase and left the store.

This experience was disappointing, particularly due to the lack of professionalism, poor communication, and unwillingness to resolve what should have been a straightforward pricing issue.

I would appreciate this matter being looked into, as well as reassurance that staff are appropriately trained in handling pricing discrepancies and customer concerns.

tried to ring big w on their advertised number of 1300 411 875 = "your estimated wait time is 20 minutes" - what a joke. then went on their web chatline, put in my query and got NO response = chatline doesn't work. Conclusion = Big W are hopeless.

Our order for school supplies was not fulfilled in time - I did 2 click and collect orders, one for each childs school supplies, separate ones for each child, so they don't get mixed up. I ordered one after the other. Ordered before midday, so these… Read more

should be ready for same day pick up. I wanted them up the next day, so it should have been fine. One order was fulfilled, the other required 'validation'. Payment for the order had been made, it showed in my bank account, and I have turned up in the store asking for it, so I am a real person who has paid for and wants the things I ordered, so it is valid!! If the payment hadn't gone through or there was a problem with the card, I was there with the card and an alternative card offering whatever was required to correct that, even if the other card had to be refunded later. But they would not pick the order I needed to take to my son's classroom on the open day on the following Tuesday, until the order was 'validated'. I asked for the manager, but that was no help as validation is outside the stores control. I asked what number I could call to fix this, and could only be given a number for customer service that does not operate on the weekend. They suggested I could cancel the order and go get the things myself. I would not have gone through the school booklist line by line, found the items and purchased them online and nominated click and collect if I wanted to go get them myself from the store!! AND I did not have time as had other things to buy while I was at the shops, as well as my daughter's birthday presents. They said how about I come back another day. It is a 90 minute round trip for me to get to Big W Sunshine Plaza. Further I work all week and do not choose to spend my weekend at the shop. I asked could they at least change the order, which is over the threshold for free delivery, to free delivery, but no wouldn't do that either, just suggested I maybe come back in 10 days or something, because this happened before and it took 10 days or so to resolve, or (again) that I could cancel the order and go get the things myself. I picked option 3, I went to get the order myself from another retailer. And next year and all the following years, until my last child finishes school in 2034, I will get the order from another retailer. And their school shoes and other extra stuff, as far as possible, will also be from another retailer, because Im a busy working parent and don't have time for Big W to decide when I will be allowed to receive goods I have purchased. And that is 'valid'.

BigW Bendigo, click & collect to Boot. My order was acknowledged at 9.01am 25th September 25. At 5pm I received an email followed by text that my order was ready for pick up. 5pm is when they close the click & Collect to Boot. I could go into the… Read more

store to pickup at service desk. If I could do that I wouldn't bother with click & Collect to Boot. I don't do these because I am lazy it is ill health why I shop this way. It is not viable for me to go into store. I know they were not busy because I ended up in the car park opposite the click & collect bays at about 3pm and NOT ONE pick up in the course of a half hour I sat there on a call on my phone. I think my order was very poorly dealt with. Is the truth more to do with the fact that they forgot???

Place an order and paid for express delivery. 4 days later the item still has not yet arrived. Very poor service. Don’t pay for delivery. If you can, pick up from store if the store has stock or better yet - go to kmart or any one of the other online market places. Show details

Big W Doncaster *****At Doncaster Big W ******* Phone service - I want to THANK YOU "Olivier" especially (Service Desk) especially for being friendly, understanding, went beyond her duty of just servicing at the Service Desk, personally walk over to check up my T shirts for me. ( In response to my cancelled click & collect order within 15min of… Read more

ordering when online said has stock at the time of ordering & on the next day still says have stock.) (I gave 2 stars to Doncaster Big W online click&collect in my case & the robot chat help) There is still good old fashion personal service.  Thank You. THANK YOU! Also thanks Leanne (Service Desk) for actually answered the service desk phone & tried trasferring me to the clothing Appearal. It's Customer service people like Olivier & Leanne that still make me want to continue to be a Big W customer. **********************************

I needed a new phone, and the salesperson was extremely helpful in helping me decide which was best for my needs. She advised me on the Motorolla g86 5g, and it's a great phone. If looking for new mobile phones, I suggest this store as they're extremely knowledgeable in regards to what phone best suits your needs. Show details

On Monday 15th September 2025 I purchased an Apple MacBook Air 13in M1 256GB - Space Grey for $999 so I can view photos and videos, play games, surf the internet, write poems, stories and do PowerPoint Presentations while I am in bed. On Thursday 18th September 2025 morning I got a refund from Prezzee for the $300 and the $100 Gift Vouchers since they were both purchased without my knowledge. Show details

If it were possible, I would give a negative rating for this store and the staff. Unfortunately, this is the second time I’ve had a disappointing experience here. I went in to return a LEGO set and three pieces of clothing for my son, which were gifts and still had the receipt. Despite this, my request for a refund or even a gift voucher was… Read more

declined.

The staff involved were Duty Manager [Name Removed], [Name Removed], and [Name Removed]. [Name Removed] in particular was extremely rude and disrespectful. During the conversation, all three of them approached the situation together, which felt very intimidating, as it was three staff members on one side and just me on the other.

When I questioned how the policy could change so quickly and mentioned that I would be filing a complaint, [Name Removed] accused me of “having a go at him,” which was unfair. As a customer, I have every right to ask questions and raise a complaint when I feel something isn’t right.

I am very disappointed with how this situation was handled. I have never had this type of experience at other stores such as Rouse Hill or Blacktown.

Sadly, the staff at the Stanhope Gardens store do not seem to understand basic customer service and were quite rude throughout the interaction.

Big W staff have no customer service skills. I picked up a click & collect yesterday evening at the Mirrabooka store. I said hi to the staff member and was completely ignored. The young lady just scanned my order barcode without saying anything, came back chucked my order on the desk. I look directly at her and say thank you, she again says… Read more

nothing. So, I tell her I think it's really rude not to at least respond to customers and she just laughs. Absolutely disgusting! Shame on you Big W for allowing staff like this to work at your store.

Please be aware Big W do not exchange packaged unworn underwear if you buy incorrect size or that particular brand size does not fit. Nor do they allow you to try underwear (over your underwear) in the store. How ridiculous is that! Every pair and brand of underwear is so different that I need to try them to confirm size and fit. I will no longer be buying underwear at Big W. Pretty poor customer service by all accounts. Show details

No ph numbers so u cant ring them. Only number is a 1300 number, and u end up with a bot. Terrible. Wont b shopping here. Also dont hold items for u for same day purchase n pik up.

If i could give no stars i would Hi , i ordered a click and collect from big w charlestown nsw , it said they had item in stock and took the money out for this item, 3 hours later they email me saying they had no stock and said I have to wait 3 to 5 business days for my money back , how can they take my money for an order they dont even have ,… Read more

that's steeling , its not right taking a customer's money for an item that's not even available in stock after calling them 5 times and getting told wait 3 to 5 business days, like it or not then hang up on me , do not show st big w they steel your money and give you nothing

Recently I purchased 2x G string packs of three underpants & a bikini top from Big W. I was unable to try them on for sizing as they were fixed in a pack of 3. As I had purchased this brand numerous times but not this new silky fabric, I assumed sizing would be identical. I cut one pack apart when I arrived home & sizing is completely different… Read more

to the cotton variety. I attempted to take the unopened pack back to Miranda & I was refused a refund. This was then escalated with Big W customer service & referred to the store manager at Miranda. [Name Removed] store manager has since responded by email advising he refuses a refund based on the fact that the product is unsalable to the next customer. How do I ensure the product meets my expectations when I am unable to try on a package product? Secondly, Big W returns Bras due to inconsistent size issues, however bikini tops resemble a health risk??? I am totally dissatisfied with the response received from Big W as there sizing DID NOT resemble the size advertised & therefore the garments are faulty. I will be contacting Fair Trading so if anyone else has been affected by this misinformation, please comment

We bought an EKO projector with screen and soundbar pack. It cost $229 and seemed like a good deal. We unpacked it and tried to set it up by connecting Bluetooth to speaker and projector? It wouldn’t connect with any of our devices even phones? Our friend came and looked at it and he said it was faulty so we took it back for a refund. Do not buy this pack. The projector is only a 720p very poor quality too and the screen can’t be folded back up Show details

I bought a pair of 'The 1964 Denim Company' denim shorts a few weeks ago. They are falling apart ! In my 73 years on this earth, I've never bought such woeful denim. A waste of money. Show details

Big W Town Hall, Sydney, especially have been my go to place for up to 6 new cases over 2 years...As a retired Disabled Singles Pastor & Divorce Recovery Specialist up to 50 years, I have had arrangements with previous Managers and Staff, to choose a case, see if my clothes and personal effects fit in the new case, by sitting on a small seat near… Read more

footwear as I can't weight bear and transfer gear; then walk around to cashier and pay!

Today, the new Store Manager, who violated Big W Inspect Policies and trashed my Human Rights on a recent no purchase visit, was after me again!

This Covert Narcissistic Sociopath and Bully came up to me at cashier; and demanded a case inspection again! She unzipped my case, touched my clothes and personal effects but found nothing but clothes! The look of disappointment>telling!!

Unsatisfied, she then wanted to change future arrangements...No longer could I see if my things would fit in the case prior to purchase, but purchase first! However, this makes no sense, for both Men and Women try on jackets, shoes, boots, and are put back on shelves and the floor to be sold to others, when doesn't fit! It is common retail practice; having done casual Mens Wear and 5 years work as Professional Senior Santa @Myer Chadstone the largest Shopping Centre>Australasia!

As A Disabled Senior I enjoy Big W! However, Staff Changes=Culture Changes! Recently, a search took place at lifts after no purchases.I was traumatised! Both Women-Managers & Security- just didn't inspect, but touched, opened, unzipped my travelling case, without asking, without informing me of what they were looking for, or seeking permissions,… Read more

and so abruptly, shockingly, outrageously violated Big W Policies, but my Human Rights were trashed by two sociopaths, narcissistic bullies who should be fired!

Upon unzipping a travelling case with no permissions from me the Manager found a piece of Aldi Banana Bread sitting on my towel... " Banana Bread; " she cried out as she looked at her Security officer in despair!

Totally Outrageous Beyond Measure!

What a joke brought a ps5 for click and collect and it's going to take over 24hrs to be ready ruining a birthday present because they can't organize their system to get the customer their product asap it's not hard or expensive to organize they already have lay by staff extra training isn't expensive Show details

Big W Beenleigh staff member Lisa. Very rude and was loud when I asked if I could swap paper for another colour that was at front of store but not in Aiken. She was loud and stated I had to do an exchange at back of store. She did not listen and when I suggested she put some of the paper from front of check out to the aisle she stated even louder… Read more

that it’s not her job as she’s on check out. Then another younger staff member comes over asking if I nlwas alright and the tone was that I was the problem! Not good enough and I would not recommend this Bug W. As a support worker and Spec Ed teacher this woman’s attitude ( I have seen before)is lack of communication or customer skills!

Change rooms are very outdated No doors just dirty curtains Walls are filthy No separate area for men and women Went to Target instead No air con yet still remain open it was a sweat box poor staff

There's been talks of Big W going out of business for years - why hasn't it happened yet? Worst communication and customer service. Can't call a store directly anymore, all the stores look so old and tired, and staff always look miserable, and just a quick scroll through other reviews shows how horrible the service is. Big W should do everybody a favour and just go away for good.

I tried to call Big W at Runaway Bay store in Queensland 4:25pm however because the switch board is located in Sydney they were closed due to daylight saving WHAT A DISGRACE Show details