Had an issue with Supercheap Auto? Get a real response.
How to submit a complaint with Supercheap Auto
The quickest ways to submit your complaint to Supercheap Auto include:
- Phone Hotline: Call Supercheap Auto’s Customer Care Centre at 1300 175 010 (Mon–Fri 8am–6pm AEST, Sat 9am–5pm AEST). Have purchase details or Club membership number handy.
- Online Live Chat: Available on the Supercheap Auto website during standard business hours (Mon–Fri 8am–6pm, Sat–Sun 9am–5pm). Ideal for immediate, text-based assistance.
- Email or Web Form: Submit a detailed written complaint through the Contact Us page, choosing the appropriate topic (“Feedback/Complaint”). Alternatively, email directly at customercare@supercheapauto.com.au. Responses typically arrive within one business day.
- In-Store: Visit the Supercheap Auto store involved in your complaint and speak directly with a Store Manager or supervisor. Many issues can be resolved immediately in-store.
- Special Hotlines:
- Warranty and Spare Parts: +61 7 3482 7500
- Trade Account Issues: 1300 787 570
- Warranty and Spare Parts: +61 7 3482 7500
- Social Media: Reach out via Supercheap Auto’s Facebook or Twitter pages. Staff will usually direct you towards formal support channels.
For fastest results, start with the hotline or live chat. For documented communication, use email or the online form.
Upon submitting your complaint, the following steps typically occur:
- Initial Response: Customer Care representatives attempt immediate resolution or escalate to specialist teams if necessary. Simple issues (like refunds or exchanges) often resolve quickly.
- Follow-Up: Written complaints typically receive acknowledgment within 24 hours. If investigation is needed, the representative will provide estimated timelines.
- Resolution Process: Depending on your issue, resolutions can include refunds, replacements, or repairs. For warranty issues, you might need product assessment.
- Timelines: Most straightforward complaints resolve within a few days. Complex issues (e.g., warranty assessments) may take longer, but regular updates are provided.
- Escalation: If unresolved initially, your complaint moves to supervisors or the corporate Customer Relations team, who can offer solutions like goodwill gestures or policy exceptions.
Supercheap Auto aims to handle complaints swiftly, courteously, and fairly, maintaining a strong focus on customer satisfaction and loyalty.
Common complaints against Supercheap Auto
Customers frequently report these common issues:
- Online Ordering Issues: Stock inaccuracies, delayed shipments, or complicated price-match approvals causing frustration.
- Product Quality and Faults: Warranty claims for defective items (like car batteries or dashcams) sometimes involve delays or miscommunications with manufacturers.
- Customer Service Experience: Issues such as long hold times, delayed callbacks, or inconsistent staff assistance. While most experiences are positive, these complaints arise regularly.
- Returns and Refunds: Challenges in processing returns or refunds promptly, especially without proof of purchase, leading to customer dissatisfaction.
- Pricing & Promotions: Confusion around promotional prices not honoured at checkout or difficulties with executing the price-match guarantee.
- Membership & Account Issues: Occasional complaints about Club Plus loyalty points or account credits not being applied promptly.
Recognising these common complaints can help you clearly present your issue, leading to quicker resolutions by Supercheap Auto.
Supercheap Auto complaints submitted through Ajust
I placed an order with Supercheap Auto expecting it to arrive when promised, but nothing showed up and there was no update. I’d planned a project around those items, so the delay threw everything off. What frustrated me most was the silence. I shouldn’t have to chase basic delivery information after paying. I just wanted clarity and some accountability for the inconvenience caused. - Tan
I bought a reverse camera from Supercheap Auto and paid for installation, expecting it to work properly given the price. Instead, it was fitted incorrectly and never sat upright, affecting how it functioned every time I used it. It was disappointing to invest that much and still end up with ongoing issues. I expected better quality control and properly trained staff. - Caitlin
I tried to use Supercheap Auto’s click and collect after getting confirmation my order was ready, only to be told the item wasn’t actually in stock when I arrived. I’d already made the trip based on their message, so it was a waste of time and fuel. Being sent elsewhere after that felt careless. If it’s marked ready, it should actually be there. - Stephen
I returned a faulty battery that had clearly failed under normal use, but staff kept dismissing my concerns and focused only on warranty dates. I had swelling cells and a failed test, yet I was treated like I was asking for a freebie. The lack of understanding around consumer guarantees and the rude attitude made the whole experience stressful and unfair. - Amber
How other consumers Supercheap Auto complaints got resolved
Online Order Out of Stock: Customer ordered online, then discovered the item was unavailable after a week without notification. Supercheap Auto quickly processed a full refund and provided a $20 gift voucher as compensation.
Faulty Car Stereo Under Warranty: Stereo failed within warranty, initially required manufacturer assessment taking weeks. Customer escalated, citing consumer rights. Supercheap Auto provided a temporary replacement and later upgraded the stereo.
Price Match Frustration: Difficult and slow price-match approval via online chat causing customer frustration. Company apologised publicly, improved internal procedures, and issued a $10 credit.
If initial attempts to resolve your issue fail:
- Internal Escalation:
- Request to speak with a Customer Care Team Leader or Supervisor directly.
- For in-store issues, escalate to the Store Manager or request corporate intervention via Super Retail Group’s Customer Relations.
- Note your complaint’s case number for easy follow-up.
- Request to speak with a Customer Care Team Leader or Supervisor directly.
- Going Higher:
- Address written complaints to Super Retail Group’s corporate office if you feel the resolution is inadequate or delayed.
- Include specific details and request a senior-level review.
- Address written complaints to Super Retail Group’s corporate office if you feel the resolution is inadequate or delayed.
- Keeping Records:
- Maintain emails, record agent names, and dates to strengthen your case if external escalation is necessary.
- Maintain emails, record agent names, and dates to strengthen your case if external escalation is necessary.
Persistence through these escalation pathways usually resolves complaints effectively.
If internal resolution fails, escalate externally:
- State Consumer Affairs or Fair Trading:
- Lodge formal complaints with your state’s Fair Trading (e.g., NSW Fair Trading on 13 32 20 or online). They offer free mediation services.
- Lodge formal complaints with your state’s Fair Trading (e.g., NSW Fair Trading on 13 32 20 or online). They offer free mediation services.
- ACCC (Australian Competition & Consumer Commission):
- Report misleading advertising or systemic issues via the ACCC online form. They track company practices but do not resolve individual cases.
- Report misleading advertising or systemic issues via the ACCC online form. They track company practices but do not resolve individual cases.
- Small Claims Tribunal:
- For significant unresolved disputes, consider local small claims courts (e.g., VCAT in Victoria, QCAT in Queensland). Usually, mentioning tribunal involvement motivates quicker resolutions.
- For significant unresolved disputes, consider local small claims courts (e.g., VCAT in Victoria, QCAT in Queensland). Usually, mentioning tribunal involvement motivates quicker resolutions.
- Contacts for External Escalation:
- NSW Fair Trading: Online Complaint or 13 32 20
- QLD Office of Fair Trading: Online Complaint or 13 74 68
- VIC Consumer Affairs: Online Complaint or 1300 55 81 81
- NSW Fair Trading: Online Complaint or 13 32 20
These external avenues safeguard your consumer rights when internal pathways don’t deliver satisfactory outcomes.
- Supercheap Auto Help Centre (Contact Us): Phone, chat, email contact forms.
- Returns & Exchanges Policy: Detailed instructions for product returns and warranty processes.
- Warranty & Product Safety: Information on product recalls and warranty claims.
- ACCC – Consumer Complaint Info: Steps to report systemic issues.
- NSW Fair Trading – Lodge a Complaint: Submit retail disputes externally.
Supercheap Auto Complaints FAQs
What’s the fastest way to submit a complaint to Supercheap Auto?
The fastest way is calling Supercheap Auto’s Customer Care hotline or using their online live chat during business hours. These channels allow real-time resolution and often fix simple issues immediately. Having your receipt, order number, or Club membership details ready helps speed things up. Phone and chat are best for urgent refunds, faulty products, or order problems where waiting for email replies could slow things down.
How long does Supercheap Auto usually take to resolve complaints?
Most straightforward Supercheap Auto complaints are resolved within a few days. Simple refunds, returns, or store issues are often handled immediately or within 24 hours. More complex matters like warranty claims may take longer due to product assessments, but customers typically receive updates along the way. If timelines aren’t communicated clearly, following up with your case number helps keep things moving.
What should I do if Supercheap Auto doesn’t respond or resolve my complaint?
If Supercheap Auto doesn’t resolve your issue, ask for escalation to a Customer Care Supervisor or Store Manager. For ongoing delays, submit a written complaint to Super Retail Group’s Customer Relations team with full documentation. Keeping records of dates, names, and case numbers strengthens your position. Persistent, documented follow-ups usually lead to faster and more serious attention.
Can I escalate a Supercheap Auto complaint to Fair Trading or the ACCC?
Yes, you can escalate externally if internal resolution fails. State Fair Trading bodies offer free mediation for unresolved retail disputes, while the ACCC accepts reports of misleading or systemic issues. For financial losses, small claims tribunals like VCAT or QCAT are also options. Mentioning external escalation often motivates quicker action before formal complaints proceed.
You’ve done your part, now it’s time to hold Supercheap Auto accountable.
Take the final step and submit a complaint that gets seen and responded to.