Big W Not Abiding by their Returns Policy

lakers1222 on 04/05/2014 - 09:49
Last edited 06/05/2014 - 23:19 by 1 other user

tl;dr I've been lied to and degraded of my Australian consumer rights at Big W Campsie, NSW by staff member Dibbya and Manager Giovani at 5:30pm on 03/05/14.

I'm trying to exchange/refund a faulty GoPro camera that I bought from Big W, Miranda. I showed them the receipt.

Dibbya told me that I cannot return the product without packaging. (a cheap tactic to turn away an ill informed shopper)
"You do not have to return products in the original packaging in order to get a refund." http://www.fairtrading.nsw.gov.au/ftw/Consumers/Consumer_gua…

Since, Dibbya kept lying to me I asked to speak the the manager.
Giovani came out. He said that because the GoPro was a high value item he cannot provide me a refund. I had to go back to Big W, Miranda there I originally bought the GoPro.
"The quickest and easiest way to return items(s) bought from BIG W Online is to return them to any BIG W Store." https://www.bigw.com.au/help/returnspolicy-content.jsp
Furthermore, Giovani lied and said that he is not able to access receipts and provide refunds from other Big W stores. He said that I needed to go back to a Big W store that stocked the GoPro if I wanted a refund/exchange. I understand I needed to go to a Big W store if i wanted a exchange, but I then told him I wanted a refund and he continued shooing me away back to Big W Miranda. If Big W Campsie is not able to access receipts from Big W Mirranda, how do you explain this statement from the Big W website. "The quickest and easiest way to return items(s) bought from BIG W Online is to return them to any BIG W Store."

PS. I know I reference items bought from Big W online, but surely item bought in store follow the same policy

MOD: Remove poll as it's one sided & pointless.

General Discussion

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Comments

  • fruit on 04/05/2014 - 09:57
    +1

    1. Your poll options leave out: BigW is breaking the law and BigW is not breaking the law

    2. OzBargain uses Markdown

    3.

    Dibbya told me that I cannot return the product without packaging.

    http://www.accc.gov.au/publications/consumer-guarantees-repa…

    You do not need the packaging.

    4.

    The quickest and easiest way to return items(s) bought from BIG W Online is to return them to any BIG W Store
    Did you buy it online?

    1. I don't know whether or not the ACL allows you to go to a different store (of the same chain) from where you bought it.
  • snappy1234 on 04/05/2014 - 09:59
    +6

    Post it on their Facebook page (most large retailers seem to act promptly to rectify)

    • nubzy on 04/05/2014 - 13:22
      +5

      It is a shame that in order to get a resolution you often need to publicly out the company these days. These things should be easily resolved in store or on the phone or email but when it's out of the public eye they will do anything to avoid it.

    • JudasX on 04/05/2014 - 15:34
      +4

      I'd throw something up on Whirlpool forums too, just for more publicity!

  • sm007h on 04/05/2014 - 10:18
    +2

    Make a complaint to their corporate head office. They usually have specialised staff that handles customer complaints about store behaviours.

  • Cheeper on 04/05/2014 - 10:22

    How long have you had it?
    Whats wrong with it?
    It is not unusual for retailers to want to have returned/faulty expensive tech items assessed and this can be at the customers expense.

    • fruit on 04/05/2014 - 12:01
      +2

      this can be at the customers expense

      No, it can't be.

  • spasmodicus on 04/05/2014 - 10:23
    +1

    Online store and retail outlets are entirely different animals. Policies governing returning an online purchase will not apply to interbranch returns.

    From my experience working a woolworths subsidiary, I can tell you dealing with online returns in store was marginally easier (for retailer and consumer) than someone returning an item from another store. Issues with online purchases are dealt with via call centre; the tech on the end handles everything. Issues with interbranch purchases are dealt with via long, frustrating phone calls, and paperwork.

    I would expect better luck / service if you returned it to the store you bought it from. Alternatively, contact BigW call centre.

  • ferguscan on 04/05/2014 - 10:30
    -1

    You should talk to The Dude about this. The Dude abides.

    • fruit on 04/05/2014 - 12:02
      +17

      It would all have been solved by KEEPING HOLD OF THE RECEIPT

      If you actually read OP's post:

      I showed them the receipt.

  • hindo on 04/05/2014 - 12:16

    I have returned an item bought at one big w store to a different big w store numerous times without an issue, though they have always been unused

  • Roney on 04/05/2014 - 12:34
    +2

    The Campsie guys either don't know the consumer's rights or were trying to fob you off. I tend to believe the latter. Yeah, facebook and google them off.

  • ryudo222 on 04/05/2014 - 13:11

    Hi Op,

    I suggest calling the online big w team and saying u received a faulty item, I bought a faulty fragfxpro mouse from them and I literally received a brand new one in 2 days, and I got an email with an Australian post bar code to send my faulty one back free of charge.

  • CI on 04/05/2014 - 13:58
    +1

    Have had similar experience at Big W

  • abc on 04/05/2014 - 15:08

    Also the Big W "price match" policy isn't worth the words it's written with. The only way you can potentially win is if you show them a current catalogue from a competitor.

  • Ughhh on 04/05/2014 - 17:16
    +1

    The current 2 option poll is useless and biased.

    The quickest and easiest way to return items(s) bought from BIG W Online is to return them to any BIG W Store

    To me it sounds like youre making a assumptions and picking specific words that favour you and ignoring the rest. Might as well just highlight " The quickest and easiest way to return items(s) bought from BIG W Online is to return them to any BIG W Store"

  • plmko on 04/05/2014 - 18:49

    I don't know the full story, or perhaps you're not telling the whole thing, but it sounds like the Big W are confusing 'change of mind policy' to the 'faulty product policy'. The later does not require original packaging in re-sellable state. If it's a faulty item they will need to assess it before giving you the choice of refund or exchange. However they specifically state that some products such as electronics cannot be assessed properly assessed on the spot and will need to be sent to an agent or manufacturer to get an idea.

  • Commonwealth Pig on 04/05/2014 - 19:57
    +20

    What exactly is the point of your poll?

    • lakers1222 on 05/05/2014 - 15:48
      -3

      To keep track of how many people have been mistreated in a similar situation.

  • jason101 on 04/05/2014 - 20:06
    +13

    This really sounds like one of those posts where there is significantly more to the story.

    • lakers1222 on 05/05/2014 - 15:56
      -2

      I also asked the manager to help facilitate the exchange/refund/repair. He refused to contact Big W Miranda or GoPro's supplier. After 30min of this heated debate, it was almost time for the shop to close. I was getting the hint that he was just lazy and wanted to go home

  • Tripnfelt on 04/05/2014 - 21:37
    +1

    I recently returned a faulty blender to a different Big W store than where I bought it. I didn't realize I forgot to put the broken blender into the box, but they allowed me to exchange the empty box + receipt for a new blender (they asked if I wanted exchange or refund). That's pretty good customer service.

  • misterpotatomato on 04/05/2014 - 22:46
    +7

    That poll is awful.

    Simply put, your post is not written in such a way so as to want a solution, or ideas on "what to do from here"…It doesn't end in a question.

    So, if you're here just to air your grievances, then by all means do so…But if you want a resolution, call Miranda, ask them if you can return stuff anywhere, and take it from there…

    At the end of the day, we can all get on the big w hate train, but it won't fix your camera.

    • lakers1222 on 05/05/2014 - 15:50

      This was first posted on Big W Facebook page and then I posted it to OzBargain when I was not getting a reply.

  • Jalif on 05/05/2014 - 08:15
    -1

    Did you tell them it was faulty? If you just went in and demanded a refund you are a fool.

    By the way you don't automatically get a refund under the ACL for faulty items, a repair refund or replacement is at the discretion of the retailer/manufacturer after 30 days.

    • fruit on 05/05/2014 - 11:55
      +1

      Wrong!
      http://www.accc.gov.au/publications/consumer-guarantees-repa…

      It depends if it is a major fault or not.

      Major fault: Your choice of refund or replacement
      Minor fault: Their choice repair (with in reasonable time), refund or replacement.

      If a repair cannot be done within a reasonable time, it is a major fault.

      • lakers1222 on 05/05/2014 - 15:47

        A major problem with goods is when:
        a reasonable consumer would not have bought the goods if they had known about the problem

        http://www.fairtrading.nsw.gov.au/ftw/Businesses/Selling_goo…

        The GoPro doesn't even turn on

        • Jalif on 08/05/2014 - 08:26
          +1

          What is a major problem?
          An issue that would have stopped someone from buying the product or service if they’d known about it.
          A product that:
          • is unsafe
          • is significantly different from the sample or description
          • doesn’t do what the business said it would, or what you asked for and can’t be easily fixed.

          Straight from the ACCC.

          This is not a major fault.

          I know this is the internet, but don't cherry pick sentences to make an argument.

  • juventino on 05/05/2014 - 18:19
    +11

    Your problem would have been solved easily if you returned it to BIG W Miranda. You quoted the return policy that is only applicable to online purchases and proceed to make ASSUMPTION that in-store purchases will be treated in the same manner.

    And Giovanni is right about not being able to access the receipt from Big W Miranda. Each store has their own system and its own credentials. The only way Giovanni can access the receipts is if he obtains those password. He will break the company's policies if he attempts to access other branches' system.

    Most products can be returned to any store, but they are done manually thus creating more paperwork if returns are from other stores. And they ask for the packaging of the camera so they can match the invoice and the keycode which is printed on the box to ensure that the particular camera was purchased from Big W stores. Big W stores aren't the only one supplying GoPro cameras.

    If you're returning any Abode products, you won't need any packaging as the brand is exclusive to Big W

    Does Big W Campsie even stock the camera? If not, of course they are gonna refuse the refund. If they accept it, they will have to reverse everything with Big W Campsie, and then send the faulty product, which means more expenses when they do not receive one cent from you.

    And your poll options are ridiculous as you attempt to divide customers and employees of Big W.

    Your poll options basically say that if I am a customer, I will have the similar experience like you. If I am an employee of Big W, I will break the law. You forgot to include those customers who have pleasant experiences and those employees who won't defend Big W if they break the law.

    • [Deactivated] on 06/05/2014 - 13:26
      +3

      Explaining the difficulties to process the return should not be an argument for reasons why the return should not occur. There are equal difficulties taken by the returning party such as having to drive / park / spend time mucking around returning a product that is faulty.

      As for the rest of it - there must be clear rules available explaining whether or not items can or can't be returned and the circumstances under which they can or cannot be refunded.

      The argument should be based off those rules. Anything not pointing to documents and rules is irrelevant.

      Poll options are irrelevant.

      The keycode which is printed on the box is also irrelevant. If Big W don't have a way of tracking which product is theirs outside of packaging that's not the customer's problem. The law allows for returning of products without packaging.

      I am not against Big W nor am I on OPs side - But I definitely do not agree with you.

      • juventino on 07/05/2014 - 00:46

        Agree to disagree then :)

        The problem here is that Big W Campsie more than likely doesn't stock GoPro cameras, hence OP was directed to Big W stores that actually stock the product, with BIg W Miranda being one of them.

        How do you suggest Big W track or confirm which products are theirs without the packaging though? Keycode is the only way of doing that which is why they asked for it considering the high value of the item. Although I agree that showing the receipt is probably more than sufficient in most cases.

        • [Deactivated] on 07/05/2014 - 12:06

          I don't need to suggest how they track it. They can figure it out in their own business model.

          If you went into a shop and bought a camera, replaced it with another camera and returned it 10 minutes later - it won't matter if you are in Big W or JB Hifi or Bing Lee - unless they record serial numbers or something like that - they would have to refund it - without packaging.

          It's not our job to track items and if they don't track items themselves it's their own problem.

          Apple track all of their products by serial number and probably have one of the best stock variance sheets out there (probably ZERO every stock take).

          If they don't normally stock it - tough titties. Send it to the store that does and process the refund. If you can scan it on the system and it shows up on the till - they can refund it very easily.

          If they can't do that - they should still accommodate the customer by ringing the other store and getting them to process a refund manually and if all else fails then they should direct them to the other store.

          It sounds to me like they didn't even attempt to accommodate.

        • juventino on 07/05/2014 - 18:41

          If you read the post, they did try to accommodate. OP was directed to the original store where he/she bought the products (which any normal person would have done in the first place) or any other stores that stock the product.

          And the comparison between Apple and Big W is a little bit unfair. Apple manufactures their own products therefore they are able to include serial numbers in every product. They also provided only a handful of products. Unlike Big W or any other retail stores, who rely on the manufacturers to do so, not to mention they sell thousands of products.

          It is just common sense really, when I purchase anything of high value,like mobile phones or Ipad, I still keep the packaging as the keycode or in your recommendation serial numbers are printed there.

  • AssociatedQW3RTY @ BIG W on 06/05/2014 - 09:45

    I'm work for Big W and I never even hearded about this happenings.

  • AssociatedGina Rinehart @ BIG W on 06/05/2014 - 22:52

    I work for a different Woolworths subsidiary (not Big W), however the systems are more or less the same. The store is almost certainly not lying when they say they cannot access the purchase record from another store.

    If you bought the item online, it would be different, as the online ordering system is different to the in-store system.

    They could, however, probably call the other store and get them to look into the records, but usually if I was to buy something like this from one store (not online), I would go back to the same store (unless I had travelled a great distance since buying it) - more or less out of courtesy rather than because I had to.

    You didn't buy the product online so I have no idea why you're even referring to that online statement, either…

    [Disclaimer: This is my opinion/etc and I am not an official representative of Woolworths Limited or Big W]

  • Savvymum on 10/05/2014 - 05:47

    Good luck - let us know what happens in the end

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