Had an issue with Big W? Get a real response.
Big W is a discount department store across Australia. They have multiple ways to submit complaints, including via a phone call (1300 244 999), through their online complaints form, via email (bigwcontactus@bigw.com.au), in-app via the Help and Support section, and in-store.
The main complaints from customers involve delayed or missing deliveries, damaged products, issues with warranties or refunds, order cancellations, and poor customer service.
You can be reassured that once you submit your claim, you’ll receive a reference number or confirmation via your preferred method of contact. The team will review the case and aim to contact you with an outcome within a few business days, with the more complex issues taking a bit more time. If the outcome is not exactly what you were hoping for, there are other options you can take to escalate the issue further either with Big W.
It’s also important to always keep track of everything that’s happened throughout this complaints process. Documenting names of customer service reps you spoke to, reference numbers, and clear evidence regarding your issue will help speed the process up to hopefully get to an outcome that you’re happy with. It also ensures that you have a paper trail if you need to refer to it later on.
How to submit a complaint with Big W
BIG W offers multiple complaint submission options so you can get help fast, whether it's about a product, service, or delivery. Here’s how to report your issue:
- Phone: Call 1300 244 999 (Mon–Fri, 9am–5pm AEST) and say "urgent" if it’s a safety or high-priority concern. Get a reference number for follow up.
- Online Form: Head to BIG W's Contact Page and fill in your complaint with your order number and contact info.
- Email: Send your complaint to bigwcontactus@bigw.com.au. Include “Complaint” in the subject and provide full details (product, dates, issue).
- App: Use the BIG W App and go to Help & Support. You can access chat or request assistance directly from your order history.
- In-Store: Speak with a store manager for immediate support, especially for faulty items or returns.
Tip: Always keep records (order numbers, names of agents, and dates). It speeds up an outcome.
Once your complaint lands, here’s what BIG W does next:
- Confirmation: You’ll receive a reference number or confirmation (email or verbal).
- Initial Review: Straightforward issues like refunds or delivery delays are resolved quickly, often within a few business days.
- Escalation: Complex issues go to senior staff or specialist teams, prioritised by urgency.
- Investigation: For complex cases, BIG W may contact stores, couriers, or manufacturers to resolve.
- Resolution: Solutions include refunds, replacements, repairs, or apologies, in alignment with consumer law.
- Communication: You'll be notified via your original contact method. Expect clear updates.
Follow up: BIG W may check in to confirm you’re satisfied, especially for high-impact cases.
Common complaints against Big W
Here are the top issues reported by customers and what usually happens:
- Delayed or Missing Deliveries: BIG W tracks or replaces lost items. Refunds are issued if needed.
- Faulty or Damaged Products: Covered under Australian Consumer Law. Refunds or exchanges processed, often without needing the box or receipt.
- Refund/Warranty Problems: Delays or confusion with refunds or repairs are resolved once purchase proof is confirmed.
- Order Cancellations: Sometimes due to stock issues. Refunds will be processed, and support will help find alternatives.
- Poor Customer Service: Issues with staff or slow support? Managers often step in and resolve complaints.
Big W complaints submitted through Ajust
I placed a direct-to-boot order early in the morning, expecting it to be ready by 4pm like promised. But I got no pickup notice until the store was already closed. I can’t drive for medical reasons, and the person I arranged to collect it wasn’t available the next day. I was left completely stranded and frustrated with no way to access what I urgently needed. - Michelle
After buying a TV online, I found it was too large for my van. When I asked to exchange it, one rep said I could, but another refused because I’d plugged it in once. It’s still in perfect condition, boxed up. I just want a smaller model, and I’m willing to pay the difference. The mixed messages and lack of flexibility were really disappointing. - Graham
I tried to return a bedspread that didn’t match the packaging image, only to be refused. I expected better from Big W. Products should look like what’s advertised. The lack of accountability made me feel like my consumer rights didn’t matter. - Sandra
A staff member publicly yelled at me in front of other shoppers for smelling a body wash bottle I intended to buy. I apologised several times, but she kept being rude. It was embarrassing and upsetting, especially with my kids there. I shop at that store all the time and didn’t deserve to be treated like that. - Amie
How other consumers Big W complaints got resolved
Faulty Fan Heater:
Returned without a box or receipt. BIG W refunded on the spot in-store.
Lost Toy Delivery:
After reporting a missing order, BIG W issued a refund, an apology, and a discount code.
Order Cancellation:
Customer’s kids’ bed frame was cancelled. BIG W located a similar item and issued a fast refund.
If your issue isn’t resolved, here’s how to take it further:
- Ask for a Manager: On call or in-store, request an escalation to senior staff.
- Contact Head Office: Email bigwcontactus@bigw.com.au (mark it “escalated complaint”) or write to Woolworths HQ.
- Use Social Media: Message BIG W on Facebook or X for quick visibility (stay factual and polite).
- Escalate In-Store: Still unresolved? Ask to contact an Area Manager.
- Document Everything: Keep a record of names, emails, call dates, and outcomes.
Escalating calmly and clearly gets results, especially when you outline what outcome you’re after.
Still no resolution? Here's who to contact:
- ACCC: Report serious consumer law breaches at www.accc.gov.au.
- Fair Trading: For mediation on unresolved complaints.
- Tip: Provide proof that you contacted BIG W first (they’ll ask for it).
Use these regulators if you've given BIG W a fair shot and still hit a wall. They’re your safety net.
Here’s everything you need from official sources:
Big W Complaints FAQs
How do I submit a complaint to Big W in the fastest way possible?
The quickest way to submit a complaint to Big W is by using their online form or calling 1300 244 999 during business hours. Online forms let you include order numbers and details directly, while phone calls can escalate urgent issues quickly. For convenience, time poor consumers might prefer the BIG W App or in-store help for immediate resolution.
What happens after I lodge a complaint with Big W?
After submitting your complaint, Big W reviews the issue and provides a reference number or confirmation. Simple complaints are often resolved in days, while complex ones are escalated. You’ll get updates through your original contact method. Always keep records to speed things up and ensure clear follow-up.
What are the most common complaints about Big W and how are they resolved?
Top issues include delivery delays, faulty products, refund problems, and poor customer service. Big W typically offers refunds, replacements, or apologies—often without needing a box or receipt. Knowing your rights under Australian Consumer Law helps speed up resolution and ensures fair treatment.
What should I do if Big W doesn’t resolve my complaint?
If Big W doesn’t resolve your issue, escalate by contacting a manager, emailing head office, or using social media. Still stuck? You can report to Fair Trading or the ACCC with proof you contacted Big W first. Calm, documented follow-up boosts your chance of getting results.
You’ve done your part, now it’s time to hold Big W accountable.
Take the final step and submit a complaint that gets seen and responded to.