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IGA

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IGA (Independent Grocers of Australia) is known for its community-focused, independently owned stores, which gives customer service a distinctly local, personal feel. Support generally operates on two levels:

1. Your local IGA store (the fastest path for most issues), and
2. IGA’s national/corporate support for broader enquiries or unresolved matters.

Many shoppers value the approachable, neighbourly service - staff who know regulars by name, help find products, and resolve issues on the spot. Because each store is independently run, experiences can vary, but store owners typically have strong incentives to keep customers happy.

To bolster value confidence, IGA has introduced a Price Match Promise on hundreds of everyday essentials, ensuring competitive pricing on key items. Overall, IGA’s support approach is “empower the store to fix it,” with corporate support available if escalation is needed.

Across national feedback, a few themes appear most often:

• Pricing discrepancies / overcharging: Customers sometimes report shelf prices not matching checkout prices. Experiences vary by store regarding the Scanning Code of Practice (first item free when scanned higher than shelf price). At minimum, stores should correct to the lower shelf price - always check your receipt and raise discrepancies promptly.
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• Higher prices on some products: Some staples can cost more than at major chains due to independent operations. IGA addresses this via Price Match tickets on 600+ everyday items (more in larger Supa IGA stores). Items outside the program may still vary.
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• Product quality & freshness: Occasional reports of expired or subpar fresh items. Most stores will refund or replace immediately when notified - check dates and return promptly if there’s an issue.
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• Stock availability & range: Smaller or rural stores may carry a narrower range or sell out faster. Many owners will special-order items on request if there’s demand.
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• Inconsistent service by location: Service quality can differ store-to-store. The quickest fix is usually speaking with the store manager/owner directly.
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• Online ordering hiccups: IGA Shop Online is still growing; some customers report usability or stock-visibility issues. In some communities, phoning the store for delivery can be more reliable.

Because IGA stores are independent, start local, then escalate if needed:

1. Contact your local IGA store (best first step):
   For refunds/returns, pricing errors, product quality, range requests, or store feedback, call or visit your store and ask for the manager/owner. Use the IGA Store Locator to find contact details.
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2. IGA National Support – Online contact form:
   If a store-level issue isn’t resolved, or for broader enquiries (programs, branded products), submit the IGA Contact Us form. Include store location, date/time, and receipt details.
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3. IGA Corporate Head Office (Metcash):
   Phone (02) 9741 3000 (business hours) for escalations or significant matters. Corporate typically routes feedback to the relevant store owner or regional manager.
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4. IGA Rewards support:
   For loyalty queries (points, cards), contact your local participating store or use the support links on igarewards.com.au.
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5. IGA Shop Online support:
   For technical issues or online order status, use the help/contact details provided on IGAShop Online (often included in order emails), or contact the fulfilling store.

Friendly tip: Keep receipts, note dates/times, and start with a calm, direct conversation - store owners can often fix issues immediately.

Policies reflect Australian Consumer Law plus store discretion:

• Refunds & returns (faulty/unsatisfactory):
  If goods are faulty, damaged, expired, or not fit for purpose, IGA stores will typically refund or replace with proof of purchase, often on the spot.
• Change-of-mind returns:
  Not a standard supermarket policy. Some stores may allow exchanges/credits for unopened items as a goodwill gesture, but it’s discretionary.
• Scanning/overcharge policy:
  Many IGAs participate in the Scanning Code of Practice; participation can vary. You’re always entitled to the lower shelf price if a discrepancy occurs.
• Price Match Promise:
  Hundreds of everyday essentials are automatically matched to Coles/Woolworths regular shelf prices (marked in-store). Outside this list, price matching is at the store’s discretion.
• Product guarantees (IGA brands):
  Many IGA-exclusive brands carry satisfaction guarantees. If you’re unhappy, ask in-store about a refund/replacement.
• Expired/short-dated items:
  Return for a full refund and alert staff so stock can be checked.
• Rainchecks & promos:
  Many stores offer rainchecks for sold-out specials - ask at the service desk.
• Complaints & escalation:
  Resolve locally first. Escalate via the online form or head office if needed.