AI reviews summary
The overall sentiment for Officeworks is predominantly negative, driven by significant failures in online order fulfilment and a perceived decline in customer service infrastructure. While specific store-level staff members are occasionally praised for their individual helpfulness, these positive experiences are overshadowed by systemic issues, including unreliable stock data, automated phone systems that prevent contact with stores, and a "Price Beat Guarantee" that users claim is frequently bypassed with arbitrary excuses. Recurring reports of lost high-value items and difficult refund processes suggest a notable disconnect between the company’s digital promises and its operational reality.
Pros
- Exceptional Individual Staff: Multiple reviewers highlighted specific team members (e.g., Kayla at Ballarat, Zoe at Robina, Rachel at Hornsby) who provided patient, professional, and attentive service.
- Efficient In-Store Printing: When the equipment is functional, some users found the in-store self-service photo printing to be high quality, affordable, and easy to use.
- Convenient Click & Collect (When Stocked): For simple, low-value items that are physically on the shelf, the click-and-collect process is described by some as fast and seamless.
- Competitive Printing Rates: Professional bulk printing for items like flyers was noted for being significantly cheaper than specialized competitors while maintaining good quality.
Cons
- Inaccessible Customer Support: A major point of frustration is the inability to speak to a human; local store numbers redirect to automated messages, and the 1300 help line often involves long wait times or overseas agents who reportedly struggle to resolve complex requests.
- Unreliable Online Systems: The website frequently glitches during checkout, loses cart items, and displays inaccurate stock levels, leading users to travel to stores for items that are not actually available.
- Failed Delivery and Fulfilment: Numerous reports detail "next-day" deliveries taking weeks, orders being cancelled without notice, and high-value electronics (laptops/iPads) being lost by couriers or sent to the wrong locations.
- Restrictive Returns and Warranty: Users frequently complain about a refusal to accept returns on opened items (even if faulty) and a tendency to refer customers to manufacturers for repairs rather than offering replacements for "dead on arrival" products.
Verdict
Officeworks remains a viable option for basic stationery and simple in-store printing, provided the customer can verify stock in person. However, for high-value technology or time-sensitive online orders, the current feedback suggests a high risk of logistical failure and a lack of effective post-sale support.
Placed a print order online on Friday. The website advertised a 2-hour turnaround, but after multiple phone calls on Saturday and Sunday I was repeatedly told the job wasn't ready due to workload. I finally received notification at 3pm Sunday that it was complete – almost three days later for a single 190-page book. Unfortunately, when I got home… Read more
I discovered the order had been printed duplex instead of single-sided as requested. I sent two emails and received no response.
On Tuesday I returned to the store and the experience was completely different. The two staff members in the print department were friendly, professional and genuinely helpful. They immediately understood the issue, apologised, and had the job reprinted correctly within 10 minutes.
The weekend service was disappointing and communication throughout the order process was poor. However, the excellent service from the Tuesday print team completely turned the situation around. They are the reason I'm giving this store another chance.
Weekend service: ⭐ 1/5 Tuesday print team: ⭐⭐⭐⭐⭐ 5/5
Overall rating: ⭐⭐⭐ 3/5
Officeworks customer service has been outsourced to the Phillipines and is failing. I have had to call multiple times recently to get a return issue resolved. The call quality is extremely poor making it hard to understand operators who's first language is obvisouly not English. They don't have the knowledge or skills to handle customer matters and all calls spend a long time on hold.
I tell you what I can’t believe this is happen to such a big company. I was order fitbit air that show in online that est pick up click and colloet is in. 2 days. And then 2 days later they keep changing collect date and keep do that for 2 weeks. I was called customer service they said product is already in shop and then I call the shop they… Read more
said no product here may be you call to customer service.
They keep thown away problems to each other.
Until the shop in watergarden they said I will call warehouse in lavorton to check where is the product.
And yessss “there are NO this product in this warwhouse”
Biggg company take a trash drop by take customer money.
The worstness I called customerservice for refund my money back they said I have to wait refund back when product on the way to shop.
What the hell. They make everything so difficult. And i cant believe this how big company work.
Such a nonsense
Reviews with attachments
Please see video below. Meg was impressive and diligent and fantastic with our bulk scanning when self scanners were inoperable. Kira was also excellent on the tech side and I’ve had his help many times at Garden City Mount Gravatt Qld 4123 . Awesome staff and very helpful Thank you . A rare quality these days Show details
The worst place – The worst place to be stupid time there Worst employee
Dishonest Manager – I bought a faulty Mac from them and took it back immediately. They looked like they would initiate a procedure to provide me with a new replacement. It turned out that they would only repair it or replace it with refurbished ones. I only found it out from the paperwork they wanted me to sign and when I asked them directly. Then they claimed the… Read more
refurbished ones were the same, still maintained by Apple, and had a warranty. But the price I paid wasn't for a refurbished Mac.
It also takes 2-3 weeks for them to repair. Their manager, [Name Removed] lied that purchasing from other merchants would result in the same process. However, this is not the case. I have talked with Apple. Apple offers new replacements for faulty items purchased from them within three weeks. Additionally, Apple matches prices if they are higher than those of Officework.
I guess all the Officework has the same procedure. But I would appreciate it if I was treated with honesty and respect.
Smart Keyboard folio falling apart – I bought a Smart Keyboard Folio for my IPad Pro 11 and only used it for the last few months. (I used a previous iPad of being user friendlier for more than a year, since I gave it away few months back.) The new keyboard is falling apart. When I took the keyboard to show it to Officeworks Airport West the lady [Name Removed] who claimed to be the… Read more
store manager said that overused. If I use my IPad for 4-5 years do I need 3 IPad covers x $269 each. Does it look over used? Cheaply bought and sold for very expensive.
Ordered a laptop online. The next day Officeworks cancelled the order without any reason or notice. They claimed the refund was processed immediately when I called, but after two weeks the money is still not back in my account. I was forced to file a chargeback through my bank. Completely unacceptable. My funds have been locked for over two weeks, preventing me from buying the laptop elsewhere. Terrible customer service.
I regret dealing with them, order number 1021577350 on 18th of April and still on the 29th of April as order confirmed, I am travelling soon so I'm going to miss my planed gift. Thank you, you are very reliable.
Purchased a laptop 40 days ago that now has a confirmed cooling fan failure and overheating issue (HP diagnostics). Store only offered a 1-month repair despite reliance for study. Fair Trading complaint lodged. Manager just trash me off an told me to go that path if I wanted to. Show details
Why not clear the generic "Toner(K) is low. Replace when indicated" message to make it more meaningful? The abovementioned message appears at Bundoora store, so does at Chadstone store, it's even more confusing when the printing job is indefinitely hanging there. When the problem solved, it's nothing to do with the message. Can someone of customer… Read more
service department please help pass the weirdo behaviour onto design team? They need to be aware of the real world!!!!! Please see attachment for the message screenshot.
Needed this folding chair lve had them before they're good not expensive ether delivery was quick 2 days texted on arrival ctge best thing about these Kenji chairs is the folding when space is limited blends in well with other things very happy
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I ordered my two kids’ school booklist items from Officeworks online and chose home delivery. I received an email saying the order would arrive in two boxes. Both boxes were delivered, but one only had document folders and the other had glue sticks and erasers. I was still waiting for the rest of the items. I received an email delivery 2 delivered… Read more
with a list of items too.
I called Officeworks, and they told me I had to collect the remaining items from a Pack & Send collection point. I went there today (16/01/2026 at 3:40 PM), and the staff member told me that if the delivery driver doesn’t have time, they just leave the items there because the next day they have more deliveries to do. I honestly didn’t know what to say.
I don’t want this to happen again. What should I do — should I avoid selecting home delivery?
I ordered a couple of years with OfficeWorks, but I used the click and collect.
Ordered a large size poster. Box came crumpled, poster crumpled. Tried calling customer service which says: we are busy call again later. Useless bunch, I want my refund ASAP.
My wife purchased a Cannon Selphy CP1500 Printerfor a Christmas gift. There was no indication on the packaging that ink cartridges were suppied or not, no mention at all. She asked the sales rep and he didnt know either, and he made no attempt to find out about ithe ink. Christmas Day we find out no ink supplied so I called back to OW once they… Read more
re-opened. It turns out they do not even supply the ink cartridges and you have to order the ink "Online" as this is clearly printed on the OW website which the sales rep saw when he was checking for me. Cost $50.00 The sales rep actually refered me to JB Hi Fi and they were also a better price than OW, $44.00 and in stock.
After attempting to return in store, unopened envelope package of Norton Extra Security I was simply told No. Policy no returns on 'software' due to 'cannot tell if unopened'. Well you can tell, I was not told at sale point when rep pushed it forward when I purchased new Samsung Mobile. I later realised Samsung Knox security had done well over… Read more
the past three Samsung's. All purchased from Office Works, same Dee Why store! So obviously point of sale reps are encouraged to sell extras with phones. Covers, extra security all brought forward during my purchase. Always I believed I could returned if UNOPENED! I'm not a fool. So I was given case number after emailing yesterday afternoon. I received email on waking. 'no returns on software'. No review. No customer service. No Justice. Simply ai careless throwing customers away. As a 79 year old retired person, someone who has purchased technology over many years from this store, I find it appalling. I've also spent hundreds $ on granddaughter's specific art pens, pencils etc. Not good enough Office Works. I'll spread the word. Sincerely Robyn Puffett
Product delivered 11/11 damaged. Phone calls resulted in music and nothing else. Email sent and response was told delayed due to high load. Left with large bookcase unpacked in the lounge room waiting
I don’t recommend getting Product Care from this store. I’ve had Product Care at other places like Harvey Norman, and the process was always simple and straightforward. But here, it’s unnecessarily complicated and frustrating. When I went to the store for help after my computer broke down, they just told me to call a number instead of assisting… Read more
me directly. On the call, the lady was quite rude — kept questioning why my email name wasn’t exactly the same as my legal name, and asking if I was really the purchaser. It made no sense since you can’t show ID over the phone. Even though she said she had the invoice in front of her, she still made me read out every single detail — serial number, model number, item description, and price for each item — basically the entire invoice, which took about 15 minutes.
Then I was told I needed to pack the item myself and send it away by courier for “assessment.” The email they sent afterward included a long list of confusing packaging and shipping instructions — including measuring the box, providing weight and dimensions, waiting for a consignment note, and arranging collection times.
The whole process feels unnecessarily difficult, time-consuming, and stressful — as if they’re making it hard on purpose. Really disappointing experience compared to how easy and helpful Product Care has been with other retailers.
And of course the claim was rejected
Latest follow-ups
Terrible customer service and unfit for business use. I placed a business card order in the middle of the night, but then immediately noticed there was an error. So I looked up information on how to cancel my order, and it said I needed to call… Read more
their customer service line at 8am. So the very next morning I rang them only to speak to endless brick walls of clueless staff telling me that the order is in progress thus cannot be canceled. But that's the thing - any self-respecting print service that caters to business has a degree of flexibility in modifying or canceling orders because every expense is valuable to small business. Furthermore, I contacted them first thing in the morning before any "production" could have begun - it seems to me that they have the means to cancel and modify orders but just choose not to, out of sheer disregard for customers. I am NEVER taking my business to Officeworks again. They are atrocious, they know it, but won't do a darn thing.
Follow-up · The central customer care service completely useless and destructively unhelpful. Went to a local store the day after and they fixed the issue on my behalf. Local store employees restore hope in humanity. Central "head office" customer care are terrible til the bitter end.
Wanted to phone my local store so called the number on their website. Kept getting a msg to say I had to go to the Contact us page. I did that and went through the process and received a phone number for my store. When I rang it I got the same msg telling me to go to the Contact us page!!!!!!
Follow-up · Gave up trying to phone - too frustrating. Just went into a store and asked. Our problem was resolved. Would have been so much easier to ask over the phone.
I called into Officeworks Traralgon today to buy a new computer monitor and also, as my W10 desktop can't update to W11 I wanted some information about purchasing a new desktop from them. There were only a few customers in the store and at least 6… Read more
team members on the floor, none of whom were serving customers, instead, either chatting to each other or working on non-customer-related duties. The team members on the registers ignored me as I entered, and although I walked up and down the computers and monitors aisles several times, looking for assistance, I was still ignored. If they don't want to serve me I don't want to spend my money there, so I walked out, still ignored by team members in the register area and went to a different store a Km or so down the road where I was offered great service within 2 minutes, offered a great discount, and where I made my purchase.
Follow-up · I was angry and also a little sad that a store I have shopped at for many years has let its customer service standards drop so much that I doubt if I'll be returning in the foreseeable future. The store I made my purchase from gave me a couple of minutes to browse before a team member approached me with a friendly greeting and an offer of… Read more
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Positive reviews
Had a great customer service experience at Officeworks last week. Team members were very attentive in helping me locate the highlighters I wished to buy. And the highlighters themselves were great too!
I was a recent customer in the photo printing area of Officeworks in Ballarat. I was helped by a young lady by the name of Kayla. I cannot praise Kayla enough for her patience and help while I was trying to print photos. Absolutely 100 percent impressed with Kayla and her service. Unfortunately I tried to contact the store to speak with the… Read more
Manager, to pass on my thanks for such excellent service, only to be greeted with a recorded message stating that there was no-one to answer my call. Simply not good enough Officeworks. Sadly what should have been a postive phone call, has been tainted by the lack of service at what should be, the first point of contact for any business. If someone reads this review, please make sure Kayla receives some sort of employee award! She is the epitome of what great customer service is all about.
I went in-store at Robina today to have printing done. As I am not tec savvy, I needed staff assistance. The staff member Zoe was so helpful and smiled the entire time. I wish her well in future as her attitude to the public was to be commended. Thank you Zoe. Show details
Negative reviews
Although we're very much used to customer service centres to be based overseas, the standard of Officeworks support is awful. The quality of the line is intermittent and the advisors, although attempting to be helpful, just don't appear to grasp the nature of requests. I was placed on hold for over 10 minutes whilst trying to sort a simple price… Read more
match refund. I had also attended a store and was informed that nothing could be done there. I'm currently on hold once again.
Come on guys. This really isn't good enough.
Order number: 1830714953 Customer service reference: 853063142
It's enough to not make me wish to buy from Officeworks in the future. Please look at upgrading your customer-facing infrastructure.
Thank you.
Total hold time was over 20 minutes, only to be told I couldn’t be offered a price match, even though I had an email to confirm it. Crazy!
Repeatedly rang store to enquire about product availability recorded message said visit in store i did not in stock a waste of an hour plus of my time plus petrol not happy at all
Purchased a customised print item from Officeworks on 5 May. Indicated 5-10 business days. No notifications for over 2 weeks, status still preparing order. I contacted customer service who just told me 5-10 business days. Had to contact multiple times to advise it was beyond this. Customer service escalated to print team. 4 weeks after ordering, I… Read more
got confirmation from print team it was in store. On collection, the store confirmed it actually arrived a week after I ordered, so they didn't text the right number that it was ready, they didn't change the status to ready, and customer service were wrong to tell me it was still being prepared when I contacted them after 2 weeks as it was already in store. Very frustrating as this was a gift that didn't come on time for the event it was bought for.
Recent reviews
I would not recommend Officeworks to anyone. You will get zero help over the phone to get any customer service. Worst night mare to try to sort out extended care service. Looked up their direct line number from their website, called them to find out that the voice prompt tells you to find their from the website and call them. 1300 number call service located overseas and they cant understand English.
DO NOT USE THE PRINTING FACILITIES WITH OFFICEWORKS ONLINE. I waited over 5 weeks for a photo custom mug, i called them up and they said the order did not go through and they will need offer a refund and requested i reorder it. terrible customer service. No communication at all from their side.
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Still waiting for response from Officeworks.