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Big W customer support overview
Big W’s customer support system is designed to be fast, flexible, and convenient, either online or in-store. As part of the Woolworths Group, Big W upholds high service standards and offers help across multiple channels: phone, live chat, and in-store service desks. Whether you're chasing up an online order, returning an item, or need help with a warranty claim, Big W's team is ready to assist. Most issues are resolved through official channels, reinforcing Big W’s reputation as a retailer that supports its customers long after purchase.
Common Big W customer issues and complaints
Big W receives some recurring complaints, especially from online shoppers. Common pain points include:
- Delivery delays, especially with third-party couriers.
- Order cancellations due to out-of-stock items after purchase.
- Slow refund processing, requiring follow-ups.
- Marketplace issues, where third-party sellers cause fulfillment or communication delays.
- Warranty & faulty product complaints, with some customers frustrated by slow resolutions.
Despite these issues, most cases end in a resolution (refunds, replacements, or repairs) thanks to Big W’s clear policies and responsive support team.
How to contact Big W customer support
You can reach Big W customer service in several ways:
- 📞 Phone:
- General & online order help: 1300 244 999
- BIG W Marketplace: 1800 577 093
- Everyday Rewards: 1300 101 234
- General & online order help: 1300 244 999
- 💬 Live Chat:
Use the “Chat now” option on Big W’s site. You’ll start with Dot (the virtual assistant) and can request a human agent during business hours. - 🏬 In-Store:
Visit any Big W store and speak with staff at the customer service desk. Great for returns, exchanges, and quick queries. - 📧 Online Forms & Social Media:
Use the Big W Help Centre to submit queries. Social DMs via Facebook or Twitter are also monitored. - 🔎 Order Tracking:
Check your delivery status using the Track My Order tool. No need to call unless there’s a delay.
Tip: Always have your receipt or order number handy to speed things up.
Big W key customer policies: refunds, returns, cancellations and more
Returns & Refunds
- 90-day change-of-mind policy on most items (unopened, saleable condition, proof of purchase required).
- Refunds processed to the original payment method, including Afterpay and PayPal.
- Online orders can be returned in-store.
Cancellations
- Contact support immediately to cancel an online order. There’s no self-serve button.
- If the item ships, use the 90-day return policy.
Warranty & Faulty Products
- Covered under Australian Consumer Law.
- Big W offers repairs, replacements, or refunds depending on the issue.
- Store staff often handle minor faults on the spot.
Shipping
- Standard, 2-day, and same-day delivery options available.
- Free pickup at service desks and contactless “Direct to Boot” available.
- Check Delivery & Pickup for full details and delivery timeframes.
Price Match
Not offered. Big W no longer price matches competitors but aims to offer low upfront prices and frequent sales.
Big W complaints submitted through Ajust
I ordered direct-to-boot in the morning, planning to collect after 4pm. The ready text came after the store had closed, leaving me without my order and another day wasted. - Michelle
I spent days trying to get a simple product answer but kept hitting automated systems. Without a real person to talk to, I couldn’t make an informed choice. - Suzanne
I called customer service twice in one day and neither person helped. The second time, it felt like they were pretending not to hear me. - Narelle
While waiting in the fitting room area, a staff member pushed a trolley into my legs without acknowledging it. I felt invisible as a customer. - Smith
Recent experiences with Big W customer service
Flexible Return on Used Item
One customer returned a used coffee machine. Even though it was technically outside the return policy, staff processed a full refund.
Marketplace Delay Resolved with Persistence
A delayed Marketplace order was eventually resolved after the customer followed up multiple times. Big W stepped in when the seller failed to deliver, proving they will act on behalf of customers when pushed.
In-Store Excellence Recognised
A customer praised a helpful store assistant online. Big W encourages compliments via its contact page, and management recognised the staff member. A nice proof point of customer-first culture.
Official Big W Customer Service Links & Contact Information
Big W Contact FAQs
How can I contact Big W customer service quickly for urgent issues?
You can reach Big W fast via phone, live chat, in-store service desks, or social media DMs. Phone support offers direct help for orders, marketplace queries, and rewards programs. Live chat starts with a virtual assistant, but you can request a human during business hours. For immediate in-person help, visit a store’s service desk. Having your receipt or order number ready will speed up your resolution.
What is Big W’s refund and return policy for online and in-store purchases?
Big W offers a 90-day change-of-mind return policy for most unopened items in saleable condition with proof of purchase. Refunds are processed back to your original payment method, including Afterpay or PayPal. Online purchases can be returned in-store for faster processing. Faulty or damaged products are covered under Australian Consumer Law, with options for repairs, replacements, or refunds depending on the issue.
Why do Big W customers sometimes experience delivery delays or cancellations?
Delivery delays often stem from third-party couriers, while cancellations can happen if items go out of stock after purchase. Marketplace orders may also face slow fulfillment if sellers don’t dispatch on time. These issues can be frustrating, but Big W’s support team generally resolves them with refunds, replacements, or escalation. Tracking your order online can help you catch delays early and avoid unnecessary calls.
Does Big W price match other retailers?
No, Big W no longer offers price matching. Instead, they focus on maintaining low upfront prices and running frequent sales. While this means you won’t get competitor price adjustments, you can still find value through seasonal promotions and discounts. Checking their current offers before buying is the best way to ensure you’re getting the lowest available price from Big W.
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