How to file a complaint and get quick results from Big W
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 resolution.
Once your complaint lands, here’s what BIG W does next:
- Acknowledgement: 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.
Got an issue with Big W? Send your complaint instantly!
Real Big W complaints and how they were 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 + apology + 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 Twitter 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 resolution 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. NSW: fairtrading.nsw.gov.au
- 💡 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:
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