Big W complaint?

Do you have a dispute or a bad customer experience with Big W? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Call Big W customer service on 1300 244 999, or use the help and contact options on the Big W website linked above; for a problem with an in-store purchase, the store team can also help. Have your order number or receipt, the date of purchase and the email address used for the order ready. For a Marketplace item, check the order first, because those items are sold and sent by a separate seller.

Order missing or a refund outstanding? Start your complaint through our complaint process and we push it out to Big W by email, social media and printed letters.

Big W offers 90-day change-of-mind returns, separate from your rights for faulty items: return the item to a Big W store with the receipt or order number, or follow the Big W help pages for online orders, and check the conditions for items that are excluded or must be unused. For a faulty product, the Australian Consumer Law gives you a right to a repair, replacement or refund depending on how serious the fault is, whatever the change-of-mind period. Marketplace items follow the seller's returns process.

Keep the receipt and photos of the fault until the refund shows on your statement.

To track a Big W online order, use the tracking link in the dispatch email or check the order in your Big W account. Orders with items from several places, including Marketplace sellers, can arrive in separate parcels with separate tracking. If tracking shows delivered but nothing arrived, check with neighbours and any safe place, then contact Big W with the order number and the delivery date, because the claim is easier while the carrier still has the records.

Keep the tracking page and any delivery photo as proof.

To escalate a complaint with Big W, ask customer service or the store manager to log it as a complaint with a reference number. If that does not resolve it, write to Big W's head office, the Woolworths Group support office in Bella Vista, NSW; the full address is in the contact details at the top of this page. Include the reference number, the order number or receipt, what went wrong, the dates and the outcome you want, with photos and earlier emails attached.

A short timeline of every contact with Big W makes the complaint harder to set aside.

Almost certainly not. Big W warns that scam surveys and giveaways copy its logo and branding, then ask for card details to pay a small shipping fee. It says it will never email, message or call you to ask for your password, card details or account information.

Nothing has been reported about Big W here yet. Our research shows what typically goes wrong at discount department stores: online orders that arrive late, incomplete or not at all, refunds slow to appear after a return, faulty products and warranty claims, Marketplace orders where the seller and the store each point at the other, and price or promotion mistakes at the checkout.

Seller and Big W each pointing at the other over a Marketplace order? Be the first to report it: your case opens the record for the next Big W shopper caught in the middle.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Big W through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Big W can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.