How to file a complaint and get quick results from Myer
How to submit a complaint with Myer
To submit a complaint to Myer, you have several options:
- Call Myer Customer Service at 13 MYER (13 69 37). This is ideal for order issues, store experiences, or returns. Support hours are Mon–Fri 9am–6pm, Sat–Sun 10am–5pm (AEST). Make it clear you're lodging a complaint so it’s formally recorded.
- Use the Myer website or app to access the Myer Concierge virtual assistant. Type your issue and request to speak to a live agent if needed. This 24/7 chatbot is helpful for quick info or initial steps.
- In-store: If your issue happened at a physical Myer location, speak to the Customer Service desk or Store Manager directly. Clearly state that you're lodging a complaint - staff can often resolve issues on the spot.
- Submit a written complaint via Myer’s online contact form. Include your order number, store details (if relevant), and a clear description of the issue. While Myer doesn’t list a general complaint email, certain teams (like Myer One) may have direct emails in the program terms.
- Optional: Social Media – Customers occasionally reach out via Myer’s Facebook, Instagram, or X/Twitter. Keep your posts general (no order numbers), and the social team may escalate your issue internally.
Tip: Be specific when submitting your complaint (e.g., “Order #123456 – item missing”). The more context and documentation you provide, the faster Myer can help.
Myer acknowledges phone complaints immediately and usually confirms written complaints via email. You'll often receive a case or reference number.
- Simple issues (like a missing delivery) may be handled on the spot by the Customer Experience Centre.
- Complex matters (refund disputes, in-store treatment) are often escalated to a manager or the Customer Advocacy team.
Expected timelines:
- Many issues are resolved within days, but Myer’s privacy complaint guidelines suggest up to 30 days for more complex cases. Most simple complaints are handled within 7–14 days.
- Urgent matters (e.g. undelivered time-sensitive items) should be flagged - Myer will often prioritise these.
Myer aims for transparent communication. If your issue requires investigation, they’ll update you once more info is available. The team handling your case will vary based on the issue. Front-line agents may close out easy complaints, while managers will handle sensitive or unresolved ones.
Outcomes include:
- Refunds or exchanges
- Replacing incorrect or missing items
- Store credits or vouchers for poor experiences
- Apologies or service improvements
Tip: If progress stalls, follow up and mention your reference number.
Common complaints against Myer
- Delivery Delays & Errors: Late or missing parcels, wrong items, or packages marked “delivered” when they weren’t. Myer typically resolves this by issuing refunds or sending replacements.
- Online Order Problems: Stock errors, orders cancelled post-purchase, or products arriving damaged. Customers are particularly frustrated when items are cancelled yet still listed as available online.
- Refund & Return Frustrations: Refunds taking too long or being denied, particularly when gift vouchers are involved. Confusion over the return policy or inconsistent application by staff leads to customer dissatisfaction.
- Customer Service & Communication Gaps: Unanswered calls, slow email replies, or rude in-store treatment. Some customers report feeling profiled by staff or ignored during visits. Others mention chasing Myer repeatedly for updates.
- Product Quality & Pricing Issues: Faulty products, pricing discrepancies, or sales not honoured at checkout. Customers expect Myer to respect advertised prices and product quality. These issues usually get resolved with proper proof and persistence.
Knowing these common issues helps frame your complaint clearly, whether about delays, refunds, or service quality.
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Real Myer complaints and how they were resolved
Lost Order Refund: A customer’s parcel was marked “returned to sender.” After weeks of chasing Myer, the ~$200 refund was eventually processed.
Wrong Item Delivered: One customer ordered two pairs of Levi’s jeans and received the wrong style. Myer investigated and resent the correct ones, including a prepaid return label.
In-Store Experience Complaint: A shopper reported rude service. The Store Manager apologised, addressed the issue with staff, and sent a $50 voucher.
- Ask for a Supervisor: On phone or in-store, you can always ask to speak to a manager. Use respectful phrases like “I’d like to escalate this issue” or “Could a supervisor please assist me?”
- Escalate to Myer’s Resolution Team: If your issue isn’t resolved by front-line staff, ask for referral to Myer’s Customer Advocacy or Complaints team. These teams have more authority to fix complicated or ongoing issues.
- Follow up in writing: If a phone call didn’t resolve things, email or send a letter summarising the issue and your desired outcome. Include any reference numbers and your previous contact history.
- Set a resolution deadline: Suggest a response timeframe, like “I’d appreciate a resolution within five business days.” This shows you’re serious and gives Myer a clear timeline to act.
- Document everything: Save names, dates, and what was promised. This record helps if you need to go to external regulators later.
Tip: Myer’s managers have discretion to offer compensation or priority resolution. Escalating professionally often leads to a better outcome.
If Myer doesn’t resolve your complaint fairly or promptly, you can take it further:
ACCC – Australian Competition & Consumer Commission: For breaches of consumer law (e.g. misleading conduct, refusal to refund faulty items). The ACCC can be notified via their online form.
Fair Trading / Consumer Affairs (State-Based): These offices mediate consumer-business disputes. For example:
- NSW Fair Trading: 13 32 20
- Consumer Affairs Victoria: 1300 558 181
Lodge a complaint if Myer doesn’t respond within a reasonable time or denies your rights under consumer law. These bodies often prompt a quick response once involved.
Gift Card Issues (NSW): NSW Fair Trading has a specific ombudsman service for gift card disputes, useful if a Myer voucher wasn’t honoured.
Last Resorts: If your case involves larger losses or damage and Myer refuses to engage, small claims tribunals (e.g. NCAT, VCAT) are available.
Media & Public Pressure: If appropriate, mention that you're considering contacting CHOICE or a consumer journalist. Often, just knowing you’re aware of these paths helps speed up internal resolution.
Tip: Keep receipts, emails, and notes. These will be essential if you escalate externally. Myer must comply with Australian Consumer Law, and regulators exist to enforce that.
- Myer Customer Service & Contact Page
- Myer Help Centre
- Returns & Exchanges Policy
- Myer One Support
- Privacy Complaints: Contact Myer’s Privacy Officer (email available in Privacy Policy) for personal data issues.
- ACCC Consumer Rights
- Fair Trading & Consumer Affairs Offices: Use your state’s agency to mediate disputes.
- CHOICE & Consumer Advocacy
Tip: Refer to Myer’s own policies in your complaint. It shows you’ve done your homework and makes your claim easier to action.
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