Reviewer Photos & Videos
Terrible click and collect
Ordered an hp laptop which supposedly arrived, "according to their tracking system" in Carnegie store last Tuesday 3 March, went to collect but alas! no laptop. Called the hotline 5 times for a week in regards to what happened to my order, but they have no idea what happened to it. They keep on saying that they will prioritise my case and the delivery team will be calling me. But a week later not a single call came from them. Ultimately, I just asked them to return my money, now I need to wait again for my money to be refunded to my account. No compensation for my trouble or even a sorry from the staff. Will not recommend or even use their online service ever again. Just a complete waste of time!!
Amazing customer service
I had an item get stolen upon delivery because I wasn’t home. It was a big whiteboard which I ordered for my zoom uni classes starting this week.
I called up and the lady serving was so lovely. I was a bit stressed because I’m as a student who can’t really afford for my things to get stolen. The woman was like ‘don’t worry, we’ll get it sorted’ in a genuinely caring and chirpy way. She arranged for another one to be sent free of charge with no questions asked or hurdles.
She asked me for special delivery instructions to include so it couldn’t e...
Lots of issues and no support
I ordered a couple of prints online, took so long as there was a glitch and message ‘something went wrong’ would come up. Not knowing what the problem was I kept trying. Order finally went through, still waiting the print (2 weeks ago). That’s not much of an issue, I can wait but it is so difficult to get in touch with someone to check on the status and I won’t bother emailing as I sent an email over a year ago in regards to a different enquiry, still waiting for a response.
I chose officeworks because they are cheaper than most places but it isn’t worth that pain.
New account FAIL
I opened a business account mid Feb, made a purchase for an Ipad to be delivered the next day (had to spend $100 more than needed due to no stock, but ok, Apple were out too) & the money ($787) left my account immediately.
When I hadn't received the Ipad the following afternoon, I logged in & it still said processing, so I called. They proceed to tell me my account had been flagged for a security reason (wouldn't say why) & was on hold. They also checked & were actually out of stock of the space grey colour.
I was happy to take a different c...
Officeworks is not the issue, its the courier company.
I had ordered from Officeworks once before and had a really good experience (shipped and arrived quickly, received email updates along the way) so was not concerned about buying from them again. Second time ordering the experience was slightly different. The package was dispatched and I received text confirmation and then it didn't come and I got an email stating that I had not been home and a card was left (not the case, was home all day and no card was there). When I called the courier company, they said that the guy had "ran out of time and ...hadn't actually come to my house at all" and would be back tomorrow and I should call again in the morning to confirm (which I did). The package did arrive on this day but as someone who reads reviews and gets pretty anxious from doing online shopping, this misinformation and extra hurdle made my experience difficult. My advice would be to just be aware of Toll and make sure to call if the package does not arrive. For me, the issues arose from the courier company making up things and adding more stress to the process. Would shop here again online but would be more aware of this sort of thing.
Garbage click n collect
I ordered a sit stand desk and opted to collet it at my local store when it was in (estimated 1 week max). Five weeks later and my desk still was not in. I called twice in the five weeks to ask when I could expect it and was told not to call as someone would contact me when it was in. I went in the store to speak with someone about the odd additional 3 invoices I had been sent only to find my order was out the back and had been there for awhile along with 3 duplicate orders with my name on them. I will NOT be shopping at Officeworks again. One positive is the in store staff are LOVELY!
- Online store
Love Officeworks but their online store is a joke!
I've been buying office supplies from Officeworks for over 20 years. I've always been happy with their service in-store no matter which store I went to. But last Wednesday on Feb 17th, I needed a large shipping box which Auspost didn't supply, so I went online to Officeworks website to research box sizes so I knew which one to buy when they opened after the Victorian 5-day restrictions were over. The box I required was not available to buy in-store and had to be ordered online. It was a click and collect order and at the time of transaction the...information on screen advised it will be ready for collection the next day, Feb 18th. Straight after I made payment, I received a confirmation email of the order that stated the collection date was now Friday 19th Feb. That was still alright I thought, as long as I can get the box and post the item before the weekend. Then the next day on Feb 18th, I received an sms from Officeworks apologising and saying my order will be delayed and won't be available for collection until after the weekend on Monday Feb 22nd. This was not good for me, so I went into my Officeworks account to cancel the order. Unfortunately there were no means to cancel an online order online and I had to call their customer service line. The lady I spoke to got my details and tracked down the order. She told me she actioned the cancellation and I should get a refund back into my account within the next 3 to 5 business days and I would receive a confirmation email. Sweet I thought, so I went to Kennards Hire and bought a box from them. The next day I got an email from Officeworks advising me the shipping box is on it's way to the click and collect store. That was weird I thought, after cancelling the order. I decided to login to my account to see what status my order was at. The order was updated to "Shipped" status. Nothing about cancellation! So I called customer service again. This time I spoke to another lady and explained everything to her again. She assured me the cancellation had been done. But after I asked for a confirmation email so I can have it in writing, she explained that she couldn't do that and started telling me the actual process. Apparently all they can do is send an email to the store where I was going to collect the order from. Once that store gets the order, the store then processes the refund. I would still get an email to let me know once my order is ready for collection but she told me to ignore that. What a weird process for an online purchase and I was not told any of that when I first rang up to cancel. After I hung up, I wasn't feeling very confident about that whole process. Luckily I paid with Paypal and I quickly submitted a claim for a refund online that day. Paypal advised me that they will wait for Officeworks to respond before approving the refund. On Monday Feb 22nd, I received another sms from Officeworks stating that my order will now be ready to collect on Wednesday Feb 24th (today). This morning another sms advised it will be on Friday Feb 26th now. The date keeps being pushed back and back. Not long after that sms this morning, Paypal emailed me stating that they have approved my refund in my favour! Hooray! Still no official confirmation from Officeworks about the cancellation or refund. According to my order status in my Officeworks account, the order is still on it's way to the store. How pathetic in this day and age they can't get their act together to have an efficient online business model. If it wasn't for Paypal, I'd still be waiting for Officeworks to refund me! That seems like it would've never happened considering the collection date keeps being pushed back every day. This experience has put me off ordering anything online from Officeworks again. Such a hassle to go through just to cancel an order!
Delivery date is being changed to a day later every single day. No idea what is going on with my order. I am awaiting a response from customer service, but I am very unhappy with the lack of communication and it is unlikely I will order from them again.
Last year i brought multiple canvas prints for Christmas. I was so happy when they came as it was exactly as i ordered, it was efficient and the people i gifted them to were happy. After that i brought another for my own home. Will buy again for sure.
delivered late to the wrong address
I called to cancel my order (filing boxes for shifting files) as the tracking indicated it would be delivered late, a day after I had shifted house. They said I would need to call later to cancel it, (only after it had been delivered!) and that they would pick it up again. This seems a very odd process, and I explained that I would not be here to confirm that it had even been delivered. Shortly after the phone call my neighbour came to the door with my order. It had been delivered to the wrong address. She said she went straight to the door when they knocked, but the driver had already left. I won't be ordering from Officeworks again.
Delivery date is not accurate no explanation from them as well why it is delayed. Customers service need to wait atleast 20mins for them to answer. Never gonna order again
Broken Desk! Disgusting
I got an office works desk delivered to my house this morning and the desk looked as though it had been dropped and dented. The paint of the desk has completely come off and the desk is dented on the left back corner. The metal bar of the desk has also been bent. For a desk that has costed me $299 i think this is absolutely disgusting! I wrote a complaint online in hope for my problem to be resolved but as Josh, who works for office works said, that is the LONG and SLOW way to do it. Josh who works at office works told me exactly that the way ...to get anything for FREE from office works is to complain online and i will get anything i want for free, He said in his own words. Josh from office works also told me to never buy anything directly from office works. Instead of Josh resolving this issue of mine, he simply told me to never buy from office works and if i complain i get whatever i want for free. Absolutely disgusting!!! I Would've been happy to resolve this situation but instead he continues to tell me that i will get stuff for free if i complain here. I believe i deserve a new desk and a refund. Link for desk: https://www.officeworks.com.au/shop/officeworks/p/matrix-manual-height-adjustable-1500mm-desk-mmhadk15kt
Your tracking system is a joke cause it keeps changing the delivery date and status hasn't been updated for more than 10 business days. You hold my money, my product and there is absolutely zero feedback. This chain should be closed for incompetence.
Notice many reviews about delays with delivery ... we placed a click and collect order (and paid for) a 3-drawer filing cabinet on 4 December 2020 for pick up 5 December 2020. It is now 9 February 2021 and we are still awaiting confirmation that we can now collect. We keep receiving emails to say it will be ready the next day or week ... and it seems one cannot cancel a click and collect order. So disappointing Officeworks!
Awful customer service
I have used Officeworks for five years now for back to school book lists. The service up until this year has been fine. This year, however, is a completely different story and I will use Officeworks again nor would I recommend them.
I placed my click and collect order on 15/01/2021. The ETA did my order to be ready for click and collect from the store was 20/01/2021. I went online to track my order on 20/01/2021 and I noticed that my order was still in “preparing your order” status. I then called the call centre and I was notified by one of yo...ur staff members that there were delays and she was unable to provide me a date as to when my order was ready. I asked the reason as to why I wasn’t notified on the delay and request the reason as to why it took for me to have to call to be notified by the delay. The staff member could not provide me with an answer other than there were delays. At this point my order still read that my order would be ready for collection on 20/01/2021. I asked if my order would be ready before my children return to school on 27/01/2021. The staff member said that it could not be guaranteed. I was quite upset at this point as I did not want to send my children to school with no school books and stationary to start the school year. I then disconnected the call. After I had thought about the situation some more I called back to ask if my order could be escalated to ensure arrival at the store prior to 27/01/2021. I was then told that my order had already been picked, packed and was awaiting pick up for approximate arrival to the store on 21/01/2021. I then tracked my order again on 21/01/2021 and my order was still in “preparing your order” status. I called again (which is now the third call regarding my delayed order) and the staff member told me that my order HAD NOT been picked and packed. The staff member also told me that I would be best to go to the store and pick and purchase the order myself and then when the click and collect order arrives to return for a refund. I then asked if my order could be escalated at the warehouse and I was told no. I then asked if my order could be sent directly to the store for the staff to pick and pack and I was told no. I am beyond disappointed with the lack of customer service that I have received from Officeworks. I am disappointed that I was not notified of delays by Officeworks. I had to call the day my order was meant to be ready to be notified that there was a delay. The only correspondence that I have received from Officeworks was the morning of 21/01/2021 which notified that my order will be leaving Brisbane warehouse on 25/01/2021 which is useless as 26/01/2021 is a public holiday and the children start back at school on 27/01/2021. By the time this correspondence was received I had already made three phone calls to the call centre. It was not appropriate for a back to school order to be placed on 15/01/2021 to not be ready for pick up until the day the children start back at school. I am also infuriated that I was lied to by a staff member and was told that my order had been picked and packed which it clearly had not. Then to make matters worse I am told that I will need to go and pick the order myself at the store, pay for it for a second time and then waste more of my time when my click and collect order arrives to call again and organise a refund. Then when my order finally arrived in stock, I called to organise my refund. I was told that it would take 2-3 working days for me to receive my money. 12 days later I still have not received my refund. I have called again and I have been told they are waiting for the store to enter the products back in and it will be a further 2 days. I am beyond flabbergasted that such a large company can treat their customers this way. I am never using Officeworks again.
I can't believe they treat their customers this badly
Am happy to insert reviews very similar to what I experienced. But please note one box was opened by me, the other was not touched. Why am I not getting any refund so far for the untouched returned item? As for the first item, advertised as easy to build and well formed, I enclose ALL reviews from other customers who went through what I did. I have already enclosed before, photos of the box we returned that had been opened and the untouched box. There were two bookcases remember, and one we never opened or attempted to built. Why is there no cr...edit for that? I am also now copying all of this to the ACCC and Vcat, along with a picture of my toe where the item after being made, fell and cut it. One review explains how the holes in the bookcase are shallow and poor and the pins/screws don't stay in. They put it together and it fell apart three times. When I did it, it also fell apart but nearly broke my foot. I don't understand why Officeworks aren't just paying up. It is obvious this item has been very very poor for years and they have done nothing. Please go to: ttps://www.officeworks.com.au/shop/officeworks/p/austin-6-shelf-bookcase-white-jb6shelfwe#reviews I can't find the photo of my toe, but i once again enclose proof that two boxes were returned and you can see one is entirelyuntouched - we never opened it. There's been no comment re that box nor credit. NB: After going thru a different route (media email and accc) i got a lovely phone call from a v nice lady and received refund immediately. It should not be this difficult, she agrees, and is doing a few things about it, or as much as she can. I did specify this is about their online store only, not the local stores. File reviewsofoofficworksbookcase.pdf IMG_0022.JPG
Its not the store staffs' fault
Let get this very clear. When Officeworks get orders wrong when using online, its not the fault of the staff. Its head office not ordering enough or just simply not thinking. When I finally get through to the store, they simply have their hands tied. Whoever orders (specifically school orders) for that time of the year should know VERY VERY well that orders are increasing and order appropriately. But they don't and all suffer. Its your own fault Officeworks. Get someone who can do their job properly. Even if you have excess, you know well that you will sell the products anyway because the orders will never be filled correctly anyway. Don't blame the in store office staff. Blame the warehouse and the person doing the ordering. Quite simple.
- Online store
Ordered Mobile phone from Officeworks waited the whole day as they told me it will arrive, Sent me an email "Delivered"
I have ordered online a Mobile handset from Officeworks, Waited the whole day on Friday as they told me it will arrive, did not show up as scheduled and sent me an email saying it has been delivered. Toll send a phone to the Jandakot branch instead.
Unable to redeem a gift voucher online
In this day and age of online shopping it amazes me we cannot redeem and use a gift voucher online, only being able to use in store.. Very disappointing from such a big company.
It finally arrived after 3.5 months!!
How could the office furniture take so long?. No corresponding with me as to its whereabouts. I will never deal with them again. Worst experience!!
Questions & Answers
I recently ordered products that were out of stock, although the web site allowed me to purchase these products, I rang customer service, and they explained that new stock should be arriving soon. I have an invoice, and tracking says, preparing order, and the delivery date is today. Does this mean my order is in stock, and preparing for delivery, or does it mean, we are waiting for new stock to arrive, which could be whenever. I really don't want to wait, as this has happened before, I waited for over a week, and ended up cancelling the order, as no one could tell me, when the stock will arrive if ever.
If I wanted a response I would have contacted them directly rather than using a review site.
If it has happened before...go elsewhere obviously.
(I went to the shop and they were able to check directly, confirm stock and delivered next day)
I did contact them directly, and they told me my order was out of stock. Then when I looked at the tracking it said, preparing order, but it hasn't moved from that. So obviously they are out of stock. So why put preparing order, when there's nothing to prepare yet. So you can see my confusion regarding this. I can't go elsewhere, because no one has what I ordered, unless I'm paying alot for shipping.
Sounds like a clear way forward for you
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