21 questions from our users
I put a childs cart on layby in july and finished paying it off last week. After i paid they said it wasnt in stock but would let us know. Today we received a call saying they wont have it for christmas and did we want a refund or did we want to wait. Erm its for christmas?
Surely someone is responsible and we shouldve been told before 14 days to christmas?
Why cant they find one from anywhere instead of ruining a little girls christmas?
After my own experience. I will never buy online with BIGW again. Ever!
There online delivery dept at (Highpoint West Melbourne) is managed by a buffoon. And the poor under trained staff have no idea how to package items properly. So many issues they will have to deal with, could be avoided if they had a manager with experience. Instead they probably have a manager with a useless Government University degree that means nothing. As you just cannot beat experience. And They don't teach experience in University! So the poor staff will continue to mess everything up until they have a good senior leader, which they are OBVIOUSLY MISSING.
ALSO: They don't insure high value items in the post. They don't use registered post. They will leave high value items at your door for anyone to steal.
They do not seal up packages properly so the packages can be opened and sealed again without any sign of damage. Complete amateurs.
So until BIGW delivery dept at highpoint west Melbourne get rid of the manager and make improvements. I will not be buying anything from them again.
a while ago I put a layby on for Christmas and because I haven't finished Christmas shopping Ive lost the original docket I have the one saying I have put money on it.
So my question is, is there a way to find out what I have put on my layby?
Big W is probably best to answer this . Call into the store at lay-bys as they should have a record of the lay-by and the amount owing and due date. Did they take your particulars when you put away the purchase? For me I like using Afterpay as its 4 payments over 8 weeks. The receipt you have should have a lay by / order number I think. Even give your store a call. Hope there is help amongst that info. Its only what I would do in this case.
Big W will have a record of your lay-by. I lost my receipt once and they found me by my name and sorted it out for me. Just contact them.
I made an online purchase payment was made with master card. The next day I got email saying we have to reimburse your payment because card details could not be verified.
Hi I’d like to know if anyone’s bought a queen sized mattress in a box from Big W ? If so, what did they think of it and how would they rate it please?
If I can collect an online purchase from Big W at Woolworths, why can't I get a refund for a faulty item there? Nearest Big W is 300 km away and evidently I'm expected to pay return postage for this piece of rubbish. I'm never going to Woolworths or Big E again. You sack your staff and expect us to do their work. Good up see your going broke.
How do I compliment a staff member at Erina store
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 ???
can u search items with a docket? for example enter the product number? I have put a heap on lay-by for xmas and hav forgotten what I've purchased
Hi I just did my big w Christmas shopping today and while in line I did fast pay where a staff member packs up your items and puts your details on the package. The staff told me that they will send out the receipt soon. Does anyone know how long it will take to receive the receipt? Thank you
How long does it take for big w to deliver and do they deliver on weekends?
Hi I buy russlle Hobbs food processor from big w , but after 20 days it's stop working . Unfortunately I lost receipt. I took it back to store but they refuse to replace it.it's 100$ rusting on self. Plz suggest any options available?
Hey goldie, you have to have receipt to return faulty items in any type of store as it's a manafacture requirement BUT the big w were I work will except a bank statement with a transaction for the store you bought it from or a credit card statement. Or you can google the manufacturer and contact them and a lot of times they will help you out.... I hope you find this useful if not helpful......
Is there any way to get the email address of Big W customer service management that will actually try to resolve an issue (not stop an issue from escalating because they don't want their superiors to know about it)? I.e email@example.com is useless
Hi Ms. Z,
I have the same concern about what you think. As you see from the horrible & terrified experience I had from the Big W Bunbury WA Store. I will be really stupid to even think that they will look into the case if I complain to that Bunbury Store directly when the one who insulted me was it's manager (she said!). Anyway, I tried to find all info I can find on internet, different website. I found it's main Head Office address in Sydney. I had written two letters to this address but I'm not sure whether the management receive it or not. It's good to try. So far I got an response from it's customer experience team after I sent a private message thru it's facebook account. I got an email response from it's staff but I 'm almost sure that she is only very low rank staff, not management at all. She didn't feel that is serious anyway. She said "she is very disappointing I feel that way!!!" (Look !!! your customer spent a couple thousand dollars in your store per year for last 10 - 12 years. And be insulted and treated rudely, badly by your rubbish staff just because they didn't want to refund $11 to the customer which they should because it their mistake!!). So I don't think there is a way to find it's contact easily on it's management level. What I will do is put your complain on it's facebook (comment), and send another private message to then thru facebook (of course, you can leave only your email address at this stage). Then you should get a response quickly, afterwards, you can try to escalate your complaint to higher level management. I will even try to go to other store, talk to another manager (if you can find someone nicer there!), and see if she/he can help by giving you the contact of higher level management. Don't give up, don't let this people go away from it!! We spend our money there, we pay for the product & service!!! We deserved better!! For me, I decided I won't spend a penny in it's store and any business that belong to it's group like Woolworth. from now on. Luckily, we still have many choices in Aus!!! We should support small business when we can!
Sammy please find one of you family or friend who can speak excellent English to speak for you
Go to Big W just go to customer service desk ask to see manager on duty
Show him this complaint then using a friend or Family speaking English tell manager story then ask for your refund if that isn't enough to sort it out then if it's over $50.00 go online to fair trading to lodge a complaint against Big W.
All the best
Has anyone encountered the fact that Big W will not reimburse you for the full price of items on sale (2 pairs of mens shorts) paid $5 each - they would only reimburse $3 each? My husband, who is 83, lost the docket whilst trying them on - I bought 4 and other things and wanted to return 2, which did not fit. I did not purchase them from the store to which I returned them but that should make no difference. I refused and intend to take the matter further. Big W have long been bad on returns and I should have known better than purchasing from them. Are they really that hard up they have to screw genuine customers? I did not mind having a store credit to purchase something else.
Your receipt is proof of the amount that you paid for the item/s. Without it, they will only credit you with the current sale price, which may be less than it was at the time you purchased it. If you can't prove you paid $5 instead of $3, then $3 is all you get - this is to stop other customers from purchasing items on sale then trying to get return credit for more than what they actually paid - which is fair enough.
Do they have a photo lab in store at the Warnbro Big W ?
(Warnbro Western Australia 6169)
I have ordered an xbox game from big w online and they have used eParcel, I ordered it on Friday. They said it would take between 5-7 days it is now Tuesday and AusPost still hasn't received the item to start sending it. Will my package be here on time because I needed it by the 24th which would have been the 7 days. Thanks.
How much does the Remington Perfect Big Curl cost?
I bought a hinterland tent and the poles shattered the first time it was put up and it wasn't even windy I wonder if this is covered under warranty?
Hi Raves, Yes this should be covered under warranty. but I would just take it back and ask for an exchange. They should be happy to exchange for another tent or otherwise I would ask for a store credit. Good luck
I've shopped at Big W Carindale for a long time and pretty much every time I go there, there's this same short old lady (Italian/European maybe, she has an accent and a weird spelled name starting with a P) standing on the door chatting to her friends about whatever.
I've had to ask her a few times about where to find items in the store and I couldn't even get near enough to ask her anything! There was like 5 elderly people standing around chatting and laughing about goodness knows what, and I'm standing here, waiting for some service. She's also totally clueless about where anything in the store is! I ask about shoe polish and I get sent to the opposite end of the store, I ask for kitchen items and I get sent to the toy section.
So after all that, here's my question! I want to know, if the staff are allowed to keep working at this level of incompetence and ignorance, can I have a job there too? I'd love to get paid to talk to my friends all day and do nothing.
Can I get another copy of a past layby reciept as mine was damaged. The shark vacuum I layby'd and purchased three weeks ago is faulty?
Well its a yes and a no case. while yes recipts can be re-printed as far back as 6 months, through an electronic journal used in the store, the manufacturer will not accept it as proof of purchase. your best bet is to call 800-798-7395 and select option 2. this will connect you with a member of the Shark warranty team. through troubleshooting they may be able to send a new vacuum out to you or give you an RA (return authority) number to bring to your local Big W store.
Sadly Shark along with many other of the "as seen on TV" products have very strict returns rules that stores have to follow and this doesn't allow us to be as flexible as we would like.
Ben, Returns desk associate
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