Big W

Complaints

On the 10/05/24 I went to big w at Rosny to purchase a 100 dollar gift card using afterpay, but accidentally used my bank card when I was not supposed to, I was told to go to layby and see if they could fix it. I explained that I still wanted the gift card I just wanted my money back and then repurchase the gift card on afterpay and the manager had said they couldn’t do that. I needed that money to go towards stuff for my kid, I was very upset. And i don’t believe I should be the one to be penalised after making a simple mistake. The only way I could then make sure I had enough money was to then purchase an other gift card on afterpay and I made sure it was the right card this time. I have been coming to big w for years now and have never had so much trouble. I am certainly not a person to complain but I believe this was very unfair. As if things are hard enough already with the cost of living.

Have spent hours with their chat line to no avail Order No AUBW386129367 order placed on Friday 26th for $364 using Zip, logged into my Big W account today and the same item shows $264 difference of $100. After speaking to a live person, they inform me that the item is still $364 on the Big W site. Why is my Big W account showing this difference. If I'm correct would like a refund of the $100.

Tuesday 23 April I tried to purchase goods with Zip Pay at Big W Riverton WA it wouldn’t work. 4 staff were involved in my attempts to make my purchases only one knew what Zip Pay was and she stated we have a lot of problems with Zip Pay working. Attempts on five registers including two self serve failed and I was unable to make the purchases. I decided I would go to Canning Vale WA and ask first if Zip Pay was working before I made purchases. One staff member didn’t know what Zip Pay was, asked another staff member about it the response was we have a lot of problems with Zip Pay working, the only way to know if it’s working is to purchase two things first and try to use it. She also said there was a staff member David who knew all about Zip Pay and if it didn’t work he would come and see if he could sort it out. I purchased a vacuum cleaner successfully using Zip Pay so decided to purchase the other things I wanted. When I went to use Zip Pay to pay for the purchases it wouldn’t work. A different staff member came to assist me and when she knew it was failed Zip Pay she said there was a lot of problems with Zip Pay then tried doing the sale on another register which failed. I asked if David could come and assist the response was it’s not our end it’s Zip Pay and no point in getting him. I was unable to purchase the goods I wanted. On two other occasions at the stores I have mentioned I have been unable to use Zip Pay because it wouldn’t work and again Big W staff didn’t know what Zip Pay was or said they had a lot of problems with it. I am of the opinion Big W staff receive no training or given no knowledge of Zip Pay. Big W staff either report problems with Zip Pay and nothing is done about it or staff don’t bother to report problems. If Big W are going to provide a product for customers to purchase goods it should be useable. It is annoying, embarrassing and a waste of time putting goods in a trolley to purchase and not being able to purchase them and then staff having no knowledge of the product being used to purchase goods or saying we have a lot of problems with it. I am now no longer confident using Zip Pay in Big W stores.

Quality of product

I returned a game a got charged for that game instead of giving me the money back. Then when I went back to the store to get this sorted I was getting treated like I stole the game and didn’t pay for it. So I got some of the money back but not all of it so not happy with how bugs treats there customers

Hi We bought a game for our daughter for her Nintendo switch that is a download game. When we went to open the game to down load it. It did not come with the security seal on it. It did not come with the code. We went back to Big W browns plains and sore the manager who said we can not help. We contacted the maker of the game and they said that it is your problem. The game was for our daughters birthday. So she was very upset that she could not use her new game. We would like a new game with the code so our daughter can play her game that she was so looking forward to. The game is Just Dance 2024.

Dear Big W, I received a battery operated can opener for Christmas which has not worked at all. I have changed the batteries, looked at the connections and nothing happens. As i received it as a Christmas present i do not have a receipt, but looked online to buy a new one and saw The Big W one was exactley like mine. I just want to be able to exchange it for one that works. Thank you for your help in advance. It is a Handy Can-opener Regards Beverley Bembrick

My granddaughter wanted an item in the toy section today at mt Hutton big w. This item was in a bin with other barbie doll items for $14.00 when I went to pay it wouldn’t scan so the manager came and said it’s not for sale there was lots of these items on sale. Why does big w put items out for sale and then say they are not for sale???????? No apologies. No other solutions to address this issue. Manager just walked away. This is not the first time I’ve had issues. Clothing on mark down scanning at full price what a joke you people are. Clearly ripping off the consumer and now selling off stock that you can’t buy. Really is this this company that hard up or do you just enjoy ripping off the customers will never shop there again. I’m sure consumers affairs will have a field day shopping in your stores

I have a toy sale layby which over the past years has exactly been a chrismas layby, pay off over 6 months. Why has it this year changed especially with the cost of living and many people struggling and this may be a families only means to get gifts for their kids to move the finalisation date for toy sale laybys to be collected by or on the 1st november. This is almost 2 months before christmas.

I’ve had a problem with an employee working at the mirrabooka store. I have went there multiple times the past couple of months and I’ve asked her help a couple of times finding a product.When I ask she gives me disrespectful responses, nasty looks, she sighs when I ask her to see if they have anymore left and multiple times when I asked for her help she said she would come back and never did.I love big W but customer service is really not good with employees like her.I hope that this issue is resolved, either the employees here need to be trained properly or fired.A lot of my friends have had customer problems with this girl too.