Had an issue with Officeworks? Get a real response.
Officeworks is Australia's go to for office and stationery products. You can buy their products online or in stores.
The best way to lodge a complaint with Officeworks is to speak to them in-store. The store managers are able to fix your issue on the spot for services regarding missing items or refunds, but for more complex issues like warranty disputes, you may have to contact them through other methods of support. You can call their number at 1300 633 423 (1300 OFFICE) during business hours, submit a feedback form with all the relevant details, you can post or send a message on their social media platforms, or you can use the Officeworks App to navigate where you can best find help for your query.
Officeworks normally reply within a day of submitting the complaint, with your issue being settled within 2-10 business days (depending on how complex the issue is). You’ll receive updates from Officeworks throughout the process through your preferred method of contact. But if your complaint has not been resolved after 10 business days, you can raise the issue further to managers within Officeworks, through a formal written complaint, or escalate to external parties like Fair Trading or ACCC.
The main complaints from Officeworks customers are in regards to faulty or low quality products, refunds or exchange disputes, problems with deliveries, poor customer service, warranty issues, or price and billing errors.
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.
- Call Officeworks Customer Services: 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 including your order number, dates, and the resolution you’re seeking.
- Social Media: Message @Officeworks on X (formally known as 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 confirmation that the complaint has been received and a case number for follow ups.
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:
- Be contacted via your preferred method (via email or phone).
- Get confirmation within one business day (via email or phone).
- Receive a full response including a resolution within 2–10 business days depending on the complexity of the issue.
- You'll get updates form Officeworks and will get your issue resolved through refunds, repairs, or an 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, so it is still covered by Australian Consumer Law.
- Refunds or exchange disputes: Delays, policy misunderstandings, or being wrongly told that repairs are only 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 ups.
- Warranty Issues: Officeworks redirecting to the manufacturer instead of honouring its own obligations.
- Price or billing errors: Double charges or refusals for "beat the price" gaurantees.
These complaints are often resolved once brought up to a manager or head office, especially when customers mention their ACL rights.
Officeworks 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 a basic question, yet I felt completely unwelcomed. - 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 them the ACCC rules. 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, but the customer referenced ACL and escalated the issue. Officeworks refunded and arranged a courier pickup.
Lost order nightmare: After 6 weeks of trying to contact Officeworks with no response, 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 information from ACL. Officeworks refunded over $3,000.
If you don't get your complaint resolved within the first point of contact:
- Ask for a Manager: In store or by phone you can request escalation. Managers often have more power to resolve issues quicker.
- Submit a Formal Written Complaint: Use the Contact Us form again and request for Customer Relations to review your case.
- Reference Your Rights: Mention Officeworks' policy or Australian Consumer Law to show you’re informed.
- Keep Records: Note every detail including dates and a and case number. This helps you keep record if you need to escalate.
- Mention Fair Trading or ACCC: Referencing external escalation can prompt faster internal action.
Bringing your complaint to higher ups can often cut through delays and gets your issue to someone who can assist you.
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 Tribunal: As a last resort, take legal action (e.g. NCAT, VCAT, etc). 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
Here are some important links that will assist in your process to lodge a complaint. Remember to always save copies of forms or emails for your own personal records.
Officeworks Complaints FAQs
How do I submit a complaint to Officeworks?
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 outcome to get a faster response. While social media can flag simple issues, formal complaints are better handled through official channels like phone or online forms.
What should I expect after submitting a complaint to Officeworks?
You'll typically get a confirmation that it's been received within one business day and a resolution within in 2–10 days. Straightforward cases may be resolved quickly, especially in-store or by phone. Complex issues go to a Case Manager. It's important to remember to 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 about what tools you can use to assist you, helps get faster results.
How do I escalate an unresolved Officeworks complaint?
Ask to speak with a manager or request a review from the Customer Relations team. Resubmit 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.