How to contact

7-Eleven

customer support

7-Eleven Australia’s convenience extends to their customer support, with multiple channels available around the clock. You can access help easily by visiting any local 7-Eleven store (often open 24/7) or contacting their dedicated Customer Service Centre via phone or email. Minor issues are frequently resolved swiftly in-store by friendly staff, while more complex queries are addressed by the head-office team.

Though customer experiences vary, many customers commend individual 7-Eleven employees for exceptional, personalised assistance. Stories of staff going above and beyond, such as helping customers pack items or offering thoughtful extras, highlight the brand’s commitment to convenient, responsive service.

Overall, 7-Eleven Australia aims to maintain customer satisfaction through quick and accessible support channels, ensuring you keep coming back with confidence.

Despite its convenience, customers commonly report the following issues at 7-Eleven Australia:

• Staff Attitude or Rude Service: Some stores have isolated incidents involving unfriendly or unhelpful staff, causing frustration among customers.
  
  
• Overcharging & Price Discrepancies: Customers occasionally encounter mismatches between shelf prices and register charges, leading to disputes at checkout.
  
  
• Fuel App Issues (Price Lock & Technical Problems): Recent policy changes limiting the Fuel Price Lock savings, combined with occasional app glitches, have left users dissatisfied and seeking better transparency or assistance.
  
  
• Payment & Refund Problems: Instances such as ATM withdrawals or mobile payment glitches result in delayed refunds or complications requiring follow-up with customer support.
  
  
• Inconsistent Store Policies: Customers have noted inconsistent enforcement of policies across franchised stores, such as refusal to accept large bills at night or unexpected store closures.
  

Though these issues are occasionally reported, 7-Eleven actively works through its dedicated support channels to address and resolve such complaints, demonstrating a genuine commitment to customer satisfaction.

For prompt resolution of your issues, use the following customer support channels provided by 7-Eleven:

1. Phone Support (Customer Service Centre):
Contact the toll-free Customer Service hotline at 1800 247 711 (Mon-Fri 8am–6pm, Sat-Sun 8am–4pm AEST) for immediate assistance with urgent issues like refunds, store incidents, or app-related concerns.

2. Email Support:
For non-urgent matters or detailed documentation, email 24-7customerservice@7eleven.com.au. Include clear details, receipts, or photos where applicable for faster resolution.

3. In-Store Assistance:
Visit any 7-Eleven store directly for instant help with minor problems, such as pricing errors, faulty products, or ATM issues. Staff are empowered to resolve most issues immediately or escalate them for you.

4. My 7-Eleven App Support:
Access in-app support through Settings > Help & Support > Contact Us in the My 7-Eleven app for quick resolution of issues related to Fuel Price Lock, Pay & Go, or Velocity points.

5. Social Media & Other Channels:
Engage with 7-Eleven Australia via Facebook or Twitter for initial queries or to gain attention for more urgent concerns. While not official support channels, they can help guide you to proper resources.

Pro Tip: Always provide clear, specific details (store location, date/time, receipt numbers) when contacting support to facilitate quick, efficient resolutions.

Refund Policy

7-Eleven promptly processes refunds for legitimate issues like double charges or faulty products, typically back to the original payment method. Keep transaction evidence for faster processing. (Note: change-of-mind refunds for perishable goods typically aren’t provided.)

Return Policy

Non-perishable merchandise may be returned within 30 days with a receipt, provided it’s unused and in original condition. Refunds for returns are processed via head office within approximately 10 business days.

Cancellation Policy

Most 7-Eleven transactions are immediate, leaving little scope for cancellations. However, pre-arranged orders (like 7Now delivery) can sometimes be cancelled before pick-up, with specifics detailed in-app. Fuel Price Locks expire automatically if unused after 7 days, requiring no cancellation.

Pricing & Price Match Policy

While 7-Eleven does not price-match competitors, their policy ensures shelf-price accuracy at checkout. Fuel Price Lock effectively allows customers internal price matching against lower local fuel prices, capped at 25 cents per litre savings.

Warranty & Product Guarantees

Durable goods (e.g., electronics accessories) carry manufacturer warranties, supported by 7-Eleven for replacements or refunds in cases of defects. Fuel quality is guaranteed, with 7-Eleven addressing any fuel-related problems promptly.

Delivery Policy

7-Eleven’s app-based deliveries through partners (like Tipple or DoorDash) require ID for age-restricted items, with prompt resolution and refunds available for missing or incorrect items.