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Had an issue with Priceline? Get a real response.
How to submit a complaint with Priceline
The fastest way to handle Priceline Pharmacy complaints depends on where the issue happened (in-store vs online). Before you start, gather proof that speeds things up: photos of damaged items, screenshots of order status, and your invoice.
If it happened in-store, start with the store manager
Ask for the manager on duty and explain what went wrong and what you want (refund, replacement, or correction). If it isn’t resolved, follow up in writing and include the store location, date, and staff name (if known).
If it happened online, go straight to Customer Support
For a Priceline online order complaint (delivery delays, missing items, damaged goods), contact Customer Support with your order details and attach screenshots/photos. The Priceline customer service email is info@priceline.com.au.
If it’s a returns/refunds issue, use the returns policy channel
If you’re making a Priceline refund request, reference the official returns policy when you contact support and include your invoice and photos where relevant.
If it’s a Sister Club issue, use the Sister Club contact
For points, vouchers, or account changes, use the dedicated Priceline Sister Club support contact listed in the Sister Club terms: priceline.customerservice@api.net.au.
Because some policy pages are harder to access in certain environments, the safest way to set expectations is to stick to what Priceline states in its public contact snippets and policy excerpts.
Response timeframe (what Priceline says publicly)
Priceline indicates email enquiries may take 1–2 business days for a response.
Privacy complaints have a different timeframe
For privacy-related complaints, Priceline’s privacy policy states it will investigate and aims to respond within 30 days.
What tends to improve outcomes in practice
Customers report better progress when they: keep the complaint in writing, attach photos/screenshots, and escalate promptly if a promised update doesn’t arrive.
Common complaints against Priceline
Recent themes in customer feedback often cluster around online fulfilment and slow resolution:
- Online orders: delayed dispatch, partial cancellations, refunds issued without clear explanation, or promotions missing even when shown on the invoice.
- Returns and refunds friction: uncertainty about return addresses, postage costs, and whether/when a refund will be processed.
- Store experience issues: customers sometimes report feeling dismissed when raising concerns, or being refused an on-the-spot refund despite an unopened product.
Priceline complaints submitted through Ajust
How other consumers Priceline complaints got resolved
An online order placed wasn't shipped after 7 days and later arrived without a promised promotional beauty bag shown on the invoice. The customer showed screenshots and requested a replacement for the missing item.
A customer received dried-out mascara that appeared used and was told to return items by post with unclear instructions and postage at their cost.Ssending photos immediately and requesting written return steps and a refund timeframe improved their situation.
If nothing is moving after your first attempt, escalation works best when you increase accountability and keep details precise:
1) Move from verbal to written (and include evidence)
If you started in-store, follow up by email with dates, store name, invoice details, and photos/screenshots.
2) Ask for a reference number and the next update date
This is especially useful for refunds, missing items, and delayed online orders.
3) Use the right channel for the right issue
For returns issues, cite the Priceline returns and exchange policy and ask support to confirm the next step in writing.
If your retail complaint can’t be resolved directly with Priceline, Australian consumer guidance generally recommends contacting the business first, then escalating to your state/territory consumer protection agency (often called Fair Trading or Consumer Affairs). The ACCC typically does not resolve individual disputes, but it does direct consumers to the right agency.
For privacy-related complaints (for example, misuse of personal information), complain to Priceline first, then you can escalate externally via the OAIC pathway if the matter remains unresolved.
- Official contact page: Contact Priceline
- Returns policy: Returns & Exchange Policy
- Privacy policy: Privacy Policy
- Policies hub: Priceline policies
- Sister Club terms (PDF): Sister Club Terms and Conditions
- Email: info@priceline.com.au
- Phone: 1300 88 44 11
- Hours: 9am–5pm Monday–Friday (AEST)
Priceline Complaints FAQs
You’ve done your part, now it’s time to hold Priceline accountable.
Take the final step and submit a complaint that gets seen and responded to.