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Elderly mother bought what she thought was a great lawnmower from Big W it was used once before breaking down. After numerous attempts to rectify the problem and sort it out with BigW she was told not a lot we can do because you misplaced your receipt. Although i have never had any trouble with BigW before this has made me very angry and neither my my Mother or I will be buying any thing electronic or tool wise from BigW again.
Worst customer service ever people are very rude and unhelpful especially on Christmas Eve, faulty products! And no hep trying to get a refund, and out of stock for a replacement.
Terrible customer service (Refunds & Returns)
I am sharing my terrible in-store experience at Karrinyup Big W with their staff named Vicki on 9th Dec 2020 at around 13:25.
I made a click & collect order because of Black Friday Sale, after picked up the order, went home and check, I realised some of them were faulty so I went back and tried to do a direct swap over only. When I went to the customer service (lay-by area) and told her what I want to do, she looked unhappy to do the swap, she insisted to do the refund first and ask me to pay for them again later. I said ok even though I don'...t want to, it wasn't like that before. Then, after she has done the refund, she asked me to pay for the original price not the same price I paid online saying that it is because I just returned them and they are not on sale anymore. After all of the argument, I finally have them back for half price. WHY? Your promotional deal is only for the faulty product? How ridiculous is that? On your website it stated clearly your company is happy to do the exchange/refund within 90 days with proof of purchase. Your staff doesn't look happy to do so at all and treated me like a fool. Her attitude was absolutely disgraceful. Moreover, please STOP wrap all over the plastic bag with so much sticky tape on it. Let the customer check everything is alright before leaving the store, OK!!! Not to mention that it's not the first time happened to me. Always need to go back and have a replacement. Waste of my time and my car fuel. Totally not worth it, I won't do the click & collect anymore or even shop there.
Awful customer service and products
I bought a TV 2 hours ago, came home and the TV doesn’t work. No assistance and no commitment. Horrendous.
Wrong item received
Purchased parcel from Big W click and collect, received sms to say it was available and then when I went to pick it up it hadn't even been picked. I waited 25 mins and then when i got home and went to wash the bra I had purchased realised they in their haste had given me the wrong size. Rang store, was told I could not return until lockdown was finished. Suggested I reorder a new one in the right size, as if it was my fault. I then checked and no stock available. I rang again, and was hung up by Fountain Gate staff, at no time was I rude, bu...t I was affronted that the insinuation was that somehow I was to blame. Rang head office, same spiel, cannot return until after lockdown, very sorry, to me this is an essential item. They do however have the item in stock online, but not once did they offer to waive the delivery fee even after I suggested it.
Bought two RC cars, both broke, Terrible service!
I was very disappointed with my BigW (Pagewood) experience this time. This will be the last time we use their products. We purchased 2 Rusco Racing RC trucks ($60) for our two kids to race together. We gave it to them on their birthday, and the first white truck broke almost within the hour. I have young kids, so on his birthday he was pretty upset.
The next day I drove over to pagewood Big W (1.5 hr drive) and they replaced the white car. I got home, set it up and it had the exact same problem. And in the meanwhile the Other red car broke as...well. So I call them, they put me hold for quite some time. I explain to the lady who I just saw in the store, that the car you just gave me is also broken and that I'm now getting frustrated because this is wasting my time to drive back and forth to pick up broken toys. I expect that if I buy a cheap toy it should at least work for a little while. If I buy something that is worth $30, that it should at least last a month under normal circumstances. Why are these toys broken straight out of the package? I asked for a refund and said I am not driving over again as I would have wasted 3 hrs now on a working day and they refused. Terrible service, what has happened to considerations for different circumstances.
Apparently big W "policies" VOID Australian Consumer Law
was gifted a pair of shoes (tags showed it was from big W) and on the first hour of the first day of wearing the heel fell off. The cost of repair was almost equal to the cost of shoes so took them back to Campsie branch to seek a refund.
Was told by service desk (can only do refund with receipt or rewards card as proof of purchase). Pointed out AGAIN that it was a gift, so have neither, just the tags intact.
Did a "[name removed]" and escalated it to the manager who touted the same crap. Pointed out that this WASN'T a "change of mind' r...ather these were not fit for purpose. Still declined, when it is clearly their product. So apparently their interpretation of their own policy VOIDS" Consumer guarantees Under the Australian Consumer Law, when you buy products and services they come with automatic guarantees that they will work and do what you asked for. If you buy something that isn't right, you have consumer rights. Repair, replace, refund If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law."
- Big W Retail Stores
- Verified customer
Vacuum is deadlycaught fire in 30sec..Manager needs to step down
LITERALLY death waiting to happen... $29vac fire I'm still in shock $150 new matt is now rubbish.. Manager never showed concern if I was HURT or anyone and got angry because no I don't want to kill myself with another SAME PRODUCT or exchange... Which is all he deceitfully told me he can do. I thought an exchange for the best vac they have was fair.. PROB $70A guess.. After exhausting my issues [name removed] got my number and and says he has to test it and will call Tues.. OR I was going to make a fuss lots more issues to add but to keep it sh...ort he never asked if anybody is HURT, I needed to almost argue with him to get more attention about my point and I feel he never believe me cause he wanted to get it tested before he'd even acknowledged the incident.. Step down mr manager....You are very incompetent. You do not represent retail my life's worse now buying this product just like the manager... They are still shelved... Whats it need [name removed] a death.... Hameshame shame..... Big w should not be charged you should.... I'll have your job mr if you cant smile.. I have20certs in retail customer service from university of technology,, look downyr glasses at me like im rubbish....I cried in the car how he had no concern and im still in shock...... Step down dude you're not that important now your incompetent. The lovely girl on that desk could excel you if she had a chance pfffft.. Shame
- Big W Retail Stores
- Verified customer
Returns service is flawless. I bought an item from BIG W that stopped working within a few weeks. Customer service were really good with sorting out a resolution.This is not the first time they have sorted out my returns. Gives me peace of mind knowing that when I buy products from there they do have a good post sales support which I cannot say for other stores I have experienced.
Only con would be the aircon is sometimes way to warm and I feel uncomfortable but that maybe just me lol.
SAMSUNG Tab A 8.0
Stopped working after a week, returned to bigW sent to Samsung , report claimed customer induced damage, no damage evident, poor quality avoid purchasing this samsung product, Samsung refused to investigate.
Bad Customer Service
I bought a Combo HP 21 & 22 Cartridge, approx. 3 months ago. They worked for a short period of time, then they didn't print anymore. Both cartridges are almost full. They're still quite expensive (around $65). I went to the store (Marion , South Australia) were I've purchased the item , but they've (store manager - Nick Taylor) asked me for the receipt which I din't have. I've shown him the cartridges in the original package but he wouldn't help me. Then I've called Customer Care (1300 244 999) and I've got someone from New Zealand to help me....The same answer. Now I've asked these 'helpful' people if anyone would keep their receipts for a cartridge ? I am very angry with Big W . Fortunately there are many other shops to purchase what I need.
Poor service - will not allow exchange of unused shirt for better fitting size
My daughter brought a size M T-shirt for Xmas, its fit is too tight - Big W will not exchange for a size L, unless a itemised original receipt is produced which has been misplaced, they can't match a credit card slip transaction to it either unlike their competitors - I'm thinking of taking my business elsewhere & recommend others to do so as well via social media !
- Big W Retail Stores
- Verified customer
Very disappointed I have really bad experience that I do not wish nobody to have that kind of traumatic stressed
Without exception myself and friend we were throwin outside of the store in the car park on Boxing Day 26/12/2019 I have writing to the management of Big W nothing happens no reason for that I have bay TV in store Werribee Plaza Big W. I have got no TV I have rubbish in side of the box. I went to report to the police 2 times. Advise me to go in the store and asked for report And I was escorted by security as a criminal person with my friend no reason for that I have all relevant documents to support my clam. I continued to contact Big W managers CIO no response to me and I m push away as a customer no apology or compensation for what they did to me and to my friend in several times I have written letters but no responded to my letters.
I wish to alert customers to the following.
Recently we purchased several cards ( Christmas & birthday), upon returning home thought the cost to be excessive.
Upon looking at the rear of the cards, there were two prices indicated, Aust. $6-99 & NZ $7-99. We were charged the latter which was $1 overcharge on each card. The cards were returned & management notified, however showed no interest.
Two further purchases were made at different stores on different dates, the same scenario, cards returned, again no interest.
Staff attitude was surprising & disgraceful.
Your fault but I felt guilty!
I purchased some fishing tackle. Thought it was a bit exy. Retrieved my docket from bin and discovered a $40 Santa chocolates purchase. As I didnt buy ANY chocs I went back with my docket and was told I would have to go to the lay-by section at the back of the store. Explained my problem. They photocopied my docket, said there was no-one present who could review cctv footage. They phoned me and said I did NOT purchase ANY chocolates as per cctv. Went back and lined up at lay-by again to collect my $40 but was told they couldnt refund wit...hout my docket. I reminded them they had photocopied my docket but was told to come back at later date. I went again today. Lined up behind piled Xmas trollies at lay-by!! Finally got my money back but without a single apology. Disgraceful Big W!!
Worst customer service
Went to Macqurie centre big w to exchange nappies (husband got wrong size) with receipt not open in perfect condition. Customer service staff advise that larger size huggies nappy is more expensive that I need to pay difference. I explained that the price difference on receipt is because the item was on special when I bought it and today it’s not. However only an exchange of size should not matter or incur a price difference. Employer did not listen called manager Julie who came listen and said to me offcourse you can exchange without differenc...e. This was the worst exchange experience and I highly recommend training your customer service employees more and listening to your customers. This was anything but customer centric and I will never return to your retail store worst experience.
- Big W Retail Stores
- Verified customer
I had the annoying issue of re-packing and returning a 55” HD TV after only 2 weeks as there was an established ants nest within the unit. From the initial phone call to advise of the issue to taking delivery of the replacement was so easy. Kudos to Jeremy at the exchange counter and the young man (Finn?) from the back dock at your Tweed City store and thank you for assisting me on the day I returned the tv. They were super helpful and professional, can definitely see a future in management for these two young men.
I bought a DIAMOND BACK bicycle from big w on 18 march 2019. After 12 days of use the bicycle's gears began to fall off and the first gear could not be used whatsoever cause the chain would get stuck into the wheel every time i tried to put it. Terrible bicycle. I returned it back to the store and they told me a handyman woukd get it fixed and we would call you. It took 10 days sadly to get it fixed and when i got it back it was in the EXACT samen condition when i had returned it. So i returned it once again back and expressed my conplain. All ...the staff there were incredibly helpful. Im happy that the manager rightfully agreed to fully refund me for it. Final conclusion: The bicycles sold in Big W in connection with their quality are TERRIBLE. But the stuff and the service provided there is EXCEPTIONAL.
Lenses pop out within days of purchase. Never fixed.
I brought glasses from them, within 2days of purchasing the lens kept popping out the top. I've had them replaced once but did the exact thing. They have adjusted them so many times they look ridiculous. I Wil NEVER EVER buy glasses from them again. So not happy....
Questions & Answers
Has anyone else had any issues with the big w range of licensed tshirts finding small holes in the front of them once they have worn them once then washed them? I have a snoopy one, two bon Jovi tshirts and a Volkswagen one and they now all have holes that have appeared in the front of the fabric? I thought I must have moths but I have checked other clothing in my wardrobe and they are fine ???
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