Had an issue with

Chemist Warehouse

? Get a real response.

Got an issue with a product, refund, delivery or service? Chemist Warehouse offers several ways to lodge a complaint:

• In-Store: Speak directly to a staff member or the Pharmacist in Charge. Most store managers can handle complaints on the spot.
  
• Phone: Call 1300 367 283 to speak with the Chemist Warehouse customer service. This is ideal for urgent issues like incorrect orders or refund follow ups.
  
• Online Complaint Form: Use the Chemist Warehouse Contact Us form to submit your complaint in writing. Select the relevant category, describe your issue clearly, and include your order number if applicable.
  
• App/Online Account: Use the Help section in your app or online account. This will guide you to the form or phone number.
  
• Social Media: You can send a message to Chemist Warehouse on Facebook or X (formally known as Twitter) for a quicker response, especially if other channels are delayed. While this isn't ideal for formal complaints it's useful for follow ups.
  

Tip: Save confirmation emails or take screenshots after submitting your complaint so you have a record for follow ups.

• Confirmation: You’ll receive an instant auto confirmation if you used the online form, or a verbal acknowledgement over the phone.
  
• Support Team Response: In-store complaints may be handled by a manager or pharmacist. Online orders or product complaints go to the Customer Service team, who may raise the issue to a supervisor.
  
• Expected Timelines:
  
  • Simple complaints: Can be resolved in 1–2 days (e.g. refund or product exchange).
    
  • Complex cases: Allow up to 1 week (e.g. delivery investigations or payment errors).
    
• Communication: Replies will be sent through the same channel you used to lodge the complaint (email or phone). Include your number in written complaints if you’d prefer a call.
  
• Resolution Types: Refunds, replacements, process updates, or apologies. Remember to check that the resolution has been actioned, and if not, follow up.
  

If you don’t get a satisfactory answer or hear back in a timely manner, you can escalate the issue futher.

Here are the most common reasons why customers lodge complaints:

• Online order issues: Delays, missing parcels, or damaged deliveries.
  
• Refund frustrations: Promised refunds not received, denied returns, or confusing return rules.
  
• Product quality concerns: Damaged, expired, or potential counterfeit items (especially cosmetics and supplements).
  
• Staff behaviour: Reports of rude, discriminatory, or inattentive in-store conduct.
  
• Poor support: Long wait times on the phone, no reply to emails, or copy paste responses.
  
• Pharmacy related concerns: Medication mix ups, privacy breaches, or insensitive handling of health concerns.
  
• Pricing discrepancies: Overcharges at checkout or confusion over promotions or price matches.
  

Knowing these common problems can help you phrase your complaint effectively and cite the right policies.