Had an issue with Officeworks? Get a real response.
How to submit a complaint with Officeworks
Officeworks offers multiple ways to lodge a complaint, whether it's about a faulty product, poor service, or a delivery issue. The fastest way to get help is often:
- In-store: Speak to a team member or store manager for quick resolutions like refunds or product issues.
- 📞 Phone: Call 1300 633 423 (1300 OFFICE) during business hours. Keep your order number handy and ask for a case reference.
- 💻 Online: Use the Officeworks Contact Us form and select “Feedback”. Include details like your order number, dates, and the resolution you’re seeking.
- 📱 Social Media: Message @Officeworks on Twitter or Facebook for basic queries. For formal complaints, stick to the online form or phone.
- Officeworks App: While there’s no dedicated live chat, the Help section links you to the contact form and phone support.
Once submitted, you'll typically get an acknowledgement and case number for follow-up.
Officeworks aims to resolve straightforward complaints (like missing items or refunds) on the spot, especially by phone or in store. More complex cases (like warranty disputes) go to a Case Manager or corporate support. You’ll usually:
- Get an acknowledgement within 1 business day (via email or phone).
- Receive a full response within 2–10 business days depending on complexity.
- Be contacted via your preferred method (email or phone).
- Get updates and a resolution such as a refund, repair, or apology.
If you're not happy with the outcome, you can escalate to a supervisor or Officeworks' Customer Relations team.
Common complaints against Officeworks
Officeworks’ most reported complaint categories include:
- 📦 Faulty or low-quality products: Electronics or chairs breaking too soon, often beyond the 12-month policy, but still covered by Australian Consumer Law.
- 🔁 Refund or exchange disputes: Delays, policy misunderstandings, or being wrongly told only repair is available.
- 📬 Delivery problems: Late or missing orders, parcels left unsecured, or poor courier communication.
- 📞 Poor customer service: Long wait times, unhelpful or rude staff, or lack of follow-up.
- 🔧 Warranty issues: Officeworks redirecting to the manufacturer instead of honouring its own obligations.
- 💸 Price or billing errors: Double charges or price beat refusals.
These complaints are often resolved once escalated to a manager or head office, especially when customers mention their ACL rights.
Complaints submitted through Ajust
I asked for help finding a toner cartridge at Officeworks Hobart, but the staff member I approached treated me like a burden. Her tone was dismissive, and I walked away feeling embarrassed for even asking. It was basic assistance, yet I felt completely unwelcome. - Nigel
Officeworks sold me the wrong part for my printer, despite me showing them exactly what I needed. When I returned to fix the mistake, I was interrogated like it was my fault. Now I’m stuck with a $163 item I never needed. - Julie
I returned a faulty iPhone 12 and was refused a refund-even after showing the ACCC rules. Instead, they wore me down and made me send it away for inspection with a $99 fee. I’ve been left without a working phone for weeks. - Sandra
When I went to collect a click & collect order at Campbelltown, the staff member was incredibly rude and condescending. I spend thousands here every year, and to be treated like I was a nuisance was beyond disappointing. I had to find the manager myself. - Bradley
How other consumers Officeworks complaints got resolved
✅ Laptop refund after 14 months: Initially denied, the customer cited ACL and escalated. Officeworks refunded and arranged a courier pickup.
❌ Lost order nightmare: After 6 weeks and failed support, the customer filed a chargeback and won (Tip: credit card protection helps.)
✅ MacBook refund vs repair: Staff tried to force a repair. The customer pushed back using ACL language. Officeworks refunded over $3,000.
If the first contact doesn’t fix it:
- Ask for a Manager – In store or by phone, request escalation. Managers often have more power to resolve quickly.
- Submit a Formal Written Complaint – Use the Contact Us form again and request Customer Relations review your case.
- Reference Your Rights – Mention Officeworks' policy or Australian Consumer Law to show you’re informed.
- Keep Records – Note every name, date, and case number. This helps if you escalate.
- Mention Fair Trading or ACCC – A polite reminder that referencing external escalation can prompt faster internal action.
Escalation often cuts through delays and gets your issue to someone who can truly help.
Still no resolution? You’ve got options:
- 📢 Fair Trading / Consumer Affairs (state-based): Lodge a formal complaint if your issue isn't resolved. These agencies will mediate on your behalf.
- ⚖️ ACCC: Report systemic issues or legal breaches. While they don’t handle individual disputes, they can investigate patterns.
- 🧾 Small Claims Tribunals: As a last resort, take legal action (e.g., via NCAT, VCAT). Often, the threat of this leads to a settlement.
- Important Note: There’s no “Retail Ombudsman.” Fair Trading is your main avenue.
You’re protected under the Australian Consumer Law, which gives you rights to refunds or replacements for faulty goods regardless of store policy. Officeworks usually complies, especially once these pathways are in play.
- 📝 Submit Complaint – Contact Us Form
- 📞 Customer Service Number: 1300 633 423 (1300 OFFICE)
- 📍 Store Locator – Find Your Nearest Officeworks
- 🔁 Returns & Refunds Policy
- ⚖️ ACL at Officeworks – Consumer Guarantees
- ❓ Help Centre / FAQ
- 📜 Privacy & Complaint Handling Terms
- 📣 Social Media Pages – Twitter & Facebook
- 🏛 Fair Trading & ACCC Info
Use these links to follow the official process and strengthen your case. Always save copies of forms or emails for your records.
Officeworks Complaints FAQs
How do I submit a complaint to Officeworks the right way?
To submit a complaint to Officeworks, use their online contact form, phone line, or speak to a store manager. Include key details like your order number, issue type, and desired resolution to get a faster response. While social media can flag simple issues, formal complaints are better handled through official channels like phone or the web form.
What should I expect after submitting a complaint to Officeworks?
You'll typically get an acknowledgement within one business day and a resolution in 2–10 days. Straightforward cases may be resolved quickly, especially in-store or by phone. Complex issues go to a Case Manager. Always track your case number and follow up if needed.
What are the most common problems customers complain about at Officeworks?
Common complaints include faulty products, delayed refunds, poor delivery experiences, and warranty disputes. These are often resolved when customers reference their rights under Australian Consumer Law or escalate to a manager. Being specific and informed helps get faster results.
How do I escalate an unresolved Officeworks complaint?
Ask to speak with a manager or request a review by the Customer Relations team. Re-submit the contact form with your case number, mention your consumer rights, and keep detailed records. If needed, escalate externally via Fair Trading or consider small claims if no resolution is offered.
You’ve done your part, now it’s time to hold Officeworks accountable.
Take the final step and submit a complaint that gets seen and responded to.