Had an issue with BCF? Get a real response.
How to submit a complaint with BCF
Facing an issue with your Boating, Camping, Fishing (BCF) purchase or experience? Submit your complaint through the fastest channels: Phone (1300 880 764), go to live chat on bcf.com.au, use the email form, or visit in-store service desks.
Be prepared with order details, receipts, and photos for product issues. Clearly state the problem and your desired outcome (refund, replacement, or repair). Use polite but firm language, request a case reference number, and follow any return instructions.
If you’re a Club BCF member, mention it — they can track your purchase history even without a receipt.
Once logged, BCF complaints receive a reference number and are handled by frontline staff. Simple issues (refunds, replacements, minor service complaints) are often resolved immediately. More complex cases may involve warranty teams, finance staff, or store/regional managers. Typical timelines:
- Immediate/24 hrs → Refund issued or product replaced.
- Within a few days → Returns processed and refunds confirmed.
- Up to 14 days → Mail-in returns assessed and refunded.
Communication is done via your preferred channel. If delays occur, follow up with your reference number — persistence often speeds up resolution.
Common complaints against BCF
BCF complaints most often involve:
- Refund delays → Online order cancellations or returns taking weeks to refund.
- Product quality & warranty → Faulty camping gear, electronics, or mis-sold items.
- In-store service → Rude or unhelpful staff, particularly around LPG gas refills.
- Payment glitches → Gift cards not applying, double-charges, or checkout errors.
- Club BCF loyalty issues → Points not tracked or underwhelming rewards.
Most are resolved once raised, but customers note that communication lapses cause the biggest frustration.
BCF complaints submitted through Ajust
I went to my local BCF to refill a gas bottle well before closing, only to be told they’d stopped doing refills hours earlier due to being short-staffed. I’ve been a loyal customer for over 20 years, so being turned away without clear notice or explanation was frustrating. It felt like basic service expectations weren’t met, and that really stuck with me. - Ajith
I bought a paddleboard from BCF expecting it to be reliable, but it constantly deflated despite no visible damage. To make things worse, the pump kept breaking, which made the whole setup unusable. After spending good money and planning trips around it, the repeated failures were disappointing and inconvenient. I just wanted the product to work as advertised without the hassle. - Ben
A fishing rod I purchased from BCF snapped far too easily when it caught on a snag, cutting a trip short and leaving me without gear I trusted. I’ve always relied on BCF for quality equipment, so having something fail so unexpectedly was frustrating. It didn’t live up to reasonable durability expectations, and it really impacted my confidence in the purchase. - Chris
I visited a BCF store hoping for help with fishing rods, but the service I received felt dismissive and disrespectful. Instead of assistance, my gear was criticised and I was made to feel like I was wasting their time. As an older customer, that experience was discouraging. I wasn’t seeking compensation, just basic courtesy and willingness to help. - Neil
How other consumers BCF complaints got resolved
Faulty Gear → A customer's broken camping generator was replaced in-store immediately under warranty.
Poor Store Service → A customer's gas bottle refill was wrongly refused. BCF apologised and retrained staff.
Gift Card Glitch → Gary lost $50 due to a payment system error. This went unresolved due to lost card details, highlighting the need to keep gift cards until used.
If your issue isn’t fixed by frontline staff:
- Ask for a supervisor during your call or chat.
- Contact head office via the 1300 number or online form (mark it “Formal Complaint – Escalation”).
- Social media escalation → Public posts often trigger faster responses.
- Store-level escalation → Ask for the area manager if a store complaint isn’t resolved.
- Document everything with case references, names, and dates.
Loyalty members and long-term customers often receive prioritised responses when escalating.
If escalation with BCF fails, you can rely on Australian Consumer Law (ACL) — products must be of acceptable quality and fit for purpose. Your options:
- Fair Trading / Consumer Affairs → Lodge a free complaint via your state agency (e.g., NSW Fair Trading, Consumer Affairs Victoria).
- ACCC → Report systemic issues (not individual cases).
- Small claims tribunals (e.g., NCAT, VCAT, QCAT) → Enforce refunds or compensation.
- Chargebacks → Ask your bank to reverse payments if refunds are not honoured.
BCF usually resolves issues before external escalation, but knowing your rights gives you leverage.
- Contact BCF Customer Service → bcf.com.au/contactus
- Help Centre → bcf.com.au/customer-service/help-centre.html
- Returns & Exchanges Policy → bcf.com.au/customer-service/returns.html
- Store Locator → bcf.com.au/stores
- Product Recalls & Safety Notices → bcf.com.au/product-safety-recalls
- ACCC Consumer Help → accc.gov.au
BCF Complaints FAQs
What is the fastest way to submit a complaint to BCF?
The fastest way to submit a BCF complaint is by calling 1300 880 764 or using live chat on bcf.com.au. These channels connect you directly with frontline staff who can resolve simple issues immediately. Having your order number, receipt, and photos ready helps speed things up. Clearly explain the issue and the outcome you want, such as a refund or replacement, and always ask for a reference number.
How long does BCF usually take to resolve complaints and refunds?
Most BCF complaints are resolved within 24 hours to 14 days, depending on the issue type. Simple refunds or replacements are often processed immediately or within a day, especially in-store. Online or mail-in returns can take several days to two weeks to assess and refund. If timelines slip, following up with your reference number usually helps move things along faster.
What are the most common reasons customers complain about BCF?
Common BCF complaints include refund delays, faulty products, in-store service issues, and payment problems like gift card errors. Loyalty issues with Club BCF points are also frequently raised. Most problems are resolved once reported, but poor communication during the process is what frustrates customers most. Being clear, organised, and persistent significantly improves your chances of a quick outcome.
How do I escalate a complaint with BCF if customer service doesn’t help?
If BCF customer service doesn’t resolve your issue, ask for a supervisor or lodge a formal escalation through head office. Clearly label it as a formal complaint and reference your case number. You can also escalate at the store level by requesting an area manager. If BCF still delays, Australian Consumer Law and state Fair Trading agencies provide free next-step options.
You’ve done your part, now it’s time to hold BCF accountable.
Take the final step and submit a complaint that gets seen and responded to.