Had an issue with Anaconda? Get a real response.
How to submit a complaint with Anaconda
To submit a complaint to Anaconda Stores, you have three main options:
- Phone: Call 1300 558 990 during business hours to speak directly with Anaconda customer service. Be ready to share your order number and details of the issue. Note the time of your call and the name of the representative.
- Online: Use Anaconda’s official enquiry form to submit your complaint in writing. This logs your case with their Customer Care team and ensures you get a confirmation email.
- In-store: Visit your nearest Anaconda store with your receipt or order confirmation. Store staff or a manager can often resolve straightforward issues—like faulty gear or incorrect sizing—on the spot.
Tips:
- Always include specifics (dates, product names, order numbers).
- Save screenshots or email confirmations when using the online form.
- Avoid using social media for complaints. Stick to formal channels so your issue gets tracked properly.
Once submitted, Anaconda’s Customer Care team typically confirms receipt and begins investigating. If you call or visit a store, you may get an immediate response. Online submissions receive an email confirmation and are handled within a few business days.
Anaconda follows Australian Consumer Law (ACL), which means:
- Minor issues → Usually resolved via exchange, part replacement, or store credit.
- Major faults → You’re entitled to a full refund or product replacement.
A case manager may contact you for more info (photos, receipts, or a store inspection). Most straightforward complaints are resolved in under a week. More complex issues (like delivery + faulty item) can take longer, but you’ll receive updates along the way.
If you don’t hear back in a timely manner, you can call with your case reference number to follow up. Anaconda aims for transparent, fair outcomes, whether that’s a refund, replacement, or explanation.
Common complaints against Anaconda
Here are the most common issues reported by Anaconda customers:
- Online order delays: Shipping issues and lack of tracking updates are frequent concerns.
- Stock availability miscommunication: Items marked as in stock online are sometimes unavailable for click-and-collect.
- Wrong or faulty products: Customers have received incorrect sizes or damaged goods.
- Slow or no response from customer service: Long phone wait times and lack of email replies have caused frustration.
- Refund or store credit delays: Some shoppers report slow processing of returns or missing vouchers.
- Blame-shifting: In cases of lost parcels, customers are often bounced between Anaconda and the courier.
💡Pro tip: Always keep your receipts, take photos of any damage, and double-check stock by calling ahead when using click-and-collect.
Complaints submitted through Ajust
How other consumers Anaconda complaints got resolved
Delayed Gift Order: A customer ordered socks for Christmas, but the package went missing. After daily follow-ups, Anaconda reordered the items and delivered them - one by Christmas Eve, the other shortly after. Although the customer was promised a goodwill voucher that never arrived, persistence helped resolve the issue.
In-Store Refund for Faulty Item: A shopper returned a defective product classified as a major failure under ACL. Anaconda staff assessed it on the spot and processed a full refund. A smooth, same-day resolution.
Warranty Dispute Escalated: One customer was denied a remedy for a product still under warranty. After escalating to Consumer Affairs, Anaconda quickly reversed their stance and offered a solution.
If you’re not satisfied with the initial response:
- Ask for a Supervisor: On the phone, request a team leader. In-store, ask for the store manager - they can approve refunds or replacements immediately.
- Call Customer Care: Use your case reference to follow up and ask for escalation. Mention if your issue is time-sensitive (e.g. a gift deadline or urgent replacement).
- Formal Complaint to Head Office: If unresolved, write a formal complaint via the online form, stating clearly that this is an official escalation.
💬 Tip: Mentioning your awareness of Australian Consumer Law and that you’re considering contacting Fair Trading or the ACCC can often prompt a faster resolution.
If Anaconda fails to resolve your issue internally, you can escalate to external consumer regulators:
- Fair Trading (State Level): Each Australian state has its own consumer affairs body (e.g. NSW Fair Trading, Consumer Affairs Victoria). They can mediate disputes and contact the business for you.
- ACCC (National): The Australian Competition & Consumer Commission doesn’t handle individual cases but tracks patterns and investigates serious breaches of consumer law.
- No Retail Ombudsman? Australia doesn’t have a dedicated retail ombudsman. General retail complaints go to state consumer affairs.
If you're escalating:
- Include all documents (receipts, emails, complaint form).
- Be factual, clear, and specific about what resolution you want (e.g. refund, replacement).
- Submit online for faster processing.
- 📄 Anaconda Complaint Form: Submit your case via their official enquiry form.
- 📞 Customer Support: Call 1300 558 990 (Mon–Fri).
- 🔁 Returns & Exchange Policy: Know your refund and exchange rights.
- 🛍 Find a Store: Visit a store for in-person help.
- ❓ Help Centre: FAQs and process guidance.
- 🛡 ACCC Consumer Rights: Understand your protections under Australian Consumer Law.
Anaconda Complaints FAQs
You’ve done your part, now it’s time to hold Anaconda accountable.
Take the final step and submit a complaint that gets seen and responded to.