Big W Market Place - iPad Fail

Ljbryce on 22/01/2016 - 14:02

Hey All,

Just wanted to share my bad experience with Big W in the hope it may help you.

I ordered an iPad 128GB on Saturday the 16th January, online for a birthday on the next Sunday 24th January.
It said delivery would take 1 - 2 days so I chose to get it home delivered.

I did not receive an order confirmation email and on the Sunday decided to check my bank account and could see the funds were pending.

Still received no email on the Monday, so on the Tuesday I contacted BigW to see what was going on.
The call centre told me the order was held by fraud and I should have received an email or a phone call requesting I call them.
I got the number and called them. They held the order as it was for a large amount. All the did was verify my address and name that I provided in the order and then they called the bank to confirm those details were the same.

I called the contact centre on the Wednesday to see where it was up to. No extra advice.

I called again on Thursday and was promised a follow up email which I never received.

I complained on Facebook on the Wednesday the 20th, to which they responded on Friday 22nd to advise that on the 22nd Toll tried to deliver it and left a card as they required a signature.

At time of writing, the website did not have any requirement for a signature, and had they said that or that Toll delivered it, I would have requested a Click and Collect.
Had they told me it was going to be delivered on the 22nd, I could have arranged to have someone home.

No email comms for this ecommerce sale at all.

I am very frustrated with Big W. As it stands, I now need to wait at home on Monday for it to be delivered. Toll can not give me an approximate time.

A major fail on behalf of Big W. Very disappointed with this purchase. Sometimes the cheapest option is not the way to go.
I expected more from a larger retailer.

JB

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Comments

  • nocure on 22/01/2016 - 14:40
    +3

    Sh!t happens…I would have used click n collect for a expensive purchase like that.

    • jbryce on 22/01/2016 - 16:24

      Yeh sure. But CnC with Target took 2 weeks. The BigW website said home delivery 1 - 2 days.

      • PVA on 22/01/2016 - 22:18

        market place isnt BigW though, I remember looking at PS4s and they are sold by the Marketplace - which was some Gold Coast company - and any returns needs to go back to them not BigW.
        I didnt like that so I just bought in-store, glad I did cos the PS4 was faulty 2 weeks later).

        • jbryce on 27/01/2016 - 13:09

          I didn't even realise MarketPlace was some other setup.

          If you take a look at the page - https://www.bigw.com.au/product/ipad-air-2-wi-fi-128gb/p/WCC…
          it says "Sold Online by Big W"

          But when you click on the Big W it goes to a page saying it is a Market Place vendor. Product page says Big W, next page says not Big W. Confusing I believe.

        • PVA on 27/01/2016 - 14:06

          @jbryce:
          Has it been sorted yet for you.?

  • taser on 22/01/2016 - 15:21

    You would prefer Toll to just leave your new iPad at the front door?

    • jbryce on 22/01/2016 - 16:23

      I would have liked to have been told it was being dispatched by a courier and I had to be there. Then I could have chosen to send it for click and collect.

      It likely could be delivered by Aus Post, which I could have picked up locally. Rather than having to spend all day at home on Monday waiting.

      This is about their lack of communication and setting of expectations.

      • doofus on 22/01/2016 - 22:01

        The lack of any e-mail (not even an order confirmation?) is very unusual for any online transaction… Maybe you should check your Spam folder, or did you possibly mistype your e-mail address?

        • jbryce on 27/01/2016 - 13:06

          Yep, checked with BigW my email addy - it was correct, and my spam folder - Nothing.

          Yes very unusual.

  • try2bhelpful on 22/01/2016 - 18:16
    +2

    This is the reason I click and collect when I can. Getting stuff delivered is a problem unless you are home all day.

  • snook on 01/02/2016 - 11:56

    I just get stuff delivered to my work. Much easier.

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