You can lodge a complaint with BWS using the option that best matches your situation. Calling is usually the fastest way to get a case logged and moving.

• Phone complaint line: Call 1300 138 297 during operating hours (Mon–Sat 9am–9pm, Sun 10am–8pm AET). Choose the option that matches your issue (online order, delivery, store feedback, etc.). Have your order number, receipt details, or store location ready, and ask for a complaint reference number.
• Online contact form: Use the BWS “Contact us” form if you prefer writing your issue down or need to attach photos (for example, damaged items or receipts). Include as much detail as you can so the right team can investigate quickly.
• In-store: If the issue happened in a specific store (for example, service, pricing, or a faulty product), ask to speak with the store manager. Many store issues can be resolved on the spot, especially if you bring your receipt and the item.
• App-related issues: If your complaint involves the BWS app (such as app-only deals or account issues), include that detail in your complaint so it can be routed to the right support team. If you can, take screenshots of the error or offer that did not work.
• Social media: You can message BWS via official social channels, but it is generally best to use phone or the online form for complaints. Do not share order details publicly, and ask to move the conversation to private messages.

After you submit a complaint, BWS will log it and track it internally until it is resolved.

• Confirmation: If you call, the agent will usually provide a case reference. If you use the online form, you should receive an acknowledgement confirming your request has been received.
• Investigation: A customer care team member will investigate based on the complaint type. This can include checking delivery logs, contacting a store for details, reviewing payment records, and verifying account activity (such as rewards points).
• Updates: If the issue cannot be resolved immediately, you should receive follow-up communication by email or phone. If you have not heard back within the timeframe you were given, you can follow up using your complaint reference number.
• Likely outcomes: Common resolutions include a refund, replacement, re-delivery, correction of a pricing error, or a goodwill gesture such as a voucher when the issue caused significant inconvenience.
• Timeframes: Many issues are resolved on first contact or within a few days. More complex issues can take longer, and in general customer complaint processes a final response may take up to around 30 days depending on the circumstances.

Some issues come up at BWS more often than others:

• Delivery delays or failed deliveries, including orders not arriving in the promised window, orders marked delivered when they were not received, or repeated courier issues.
• Online ordering and account glitches, including duplicate charges, confusing cancellations, or orders that do not appear correctly after payment.
• Pricing and promotions, including shelf price discrepancies, promotions not applying at checkout, or confusion about app-only deals and eligibility.
• Everyday Rewards issues, including missing points, points not applying to eligible purchases, or account problems that affect rewards tracking.
• Customer service problems, including unhelpful responses, delays, or inconsistent information across channels.
• Product quality or availability, including damaged items, near-expiry products, substitutions, or cancelled items after purchase due to stock constraints.