How to file a complaint and get quick results from

Chemist Warehouse

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 Chemist Warehouse customer service. 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 routes you to the form or phone number.
  
  
• 💬 Social Media: DM Chemist Warehouse on Facebook or Twitter for faster attention, especially if other channels are delayed. Not ideal for formal complaints but useful for follow-ups.
  
  

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

• Acknowledgment: You’ll receive an instant auto-confirmation if you used the online form, or a verbal acknowledgement over the phone.
  
  
• Who Responds: Store complaints may be handled by a manager or pharmacist. Online order or product complaints go to the Customer Service team, who may escalate to a supervisor.
  
  
• Expected Timelines:
  
  
  • Simple complaints: resolved in 1–2 days (e.g. refund or product exchange).
    
    
  • Complex cases: up to 1 week (e.g. delivery investigations or payment errors).
    
    
• Communication: Expect replies via the same channel you used (email or phone). Include your number in written complaints if you’d prefer a call.
  
  
• Resolution Types: Refunds, replacements, apologies, or process updates. Always check that the promised fix has been actioned - if not, follow up.
  
  

If you don’t get a satisfactory resolution or hear back in a timely manner, it’s time to escalate.

Here are the top reasons 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 potentially 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 patterns can help you phrase your complaint effectively and cite the right policies or rights.