http://www.bigw.com.au/help/orderprocessing
It looks like BigW is having some problems processing online orders. Got an email last Friday saying that a book that I ordered on Wednesday Nov 30 would not be dispatched until December 12. I've had to cancel that order by ringing them up. It looks like they are also having trouble handling phone calls, since I was on hold for over 20 minutes.
So…don't buy anything you want in a hurry, such as birthday presents for other people…
They certainly seem to be understaffed and not ready to handle Christmas sales…
Omg! That's terrible.. So even if I buy something today it won't be shipped until the 15th!?
Better off going in store as they are open till 9pm weeknights (in WA anyway).
However I went in there not long ago to purchase a new mobile. After waiting ages at the phone counter and asking several different people who couldn't help me (including managers), I finally got a boy (yes a BOY) who couldnt tell me anything about the phone. Then when I asked if I could purchase credit to go with it he just looked at me. I said "Phone credit, $50 phone credit!?" He apologised and said I don't know what that is. I said "Recharge! Phone credit! You know what you use to recharge you phone with???" He then had to call someone else to come to the counter and help me with my enquiry. A lady came along and asked what I wanted I said, I just want $50 phone credit to go with my new phone. She was like "Oh yes of course"..
I look back and laugh now but it was not funny at the time :P
Also, I think Kmart are having the same problem with understaffing, especially busy periods (ie. Thursday night and Saturdays.)
Better off going in store as they are open till 9pm weeknights (in WA anyway).
Yes agreed - that's what I did too.
Due to the delayed shipping, I tried to cancel an order as it would not be delivered on time for my purposes. Cancellation is proving to be a disaster as well. The support staff are unable to process it while you are on the phone, and ask that you wait for 48 hours for the cancellation to be processed by some other department. Hmm it's been 4 days and I still don't have my money refunded…and the order status is still "in progress".
Thats outrageous. It's one thing to expect you to wait but then to not even process a refund? If it was an instore purchase & refund it would be instant, so it shouldnt be that difficult to do online?
Definitely not making any purchases online now or in the future… Disaster avoided - thank you!
I don't really understand it either…they kept mentioning something about their 'procedure' and how they have to pass it to another department. They also mentioned that thousands of other customers are experiencing big delays. It doesn't sound good.
Best to buy in store if you want anything before Christmas especially if the in-store price is identical.
No that doesnt sound good. Well as long as you don't end up being one of those thousands of customers and are able to get a refund..
& I totally agree, plus I love buying christmas presents and taking them home then and there anyway!
Oh OK, /everyone/ is getting shafted. That's OK then, carry on.
Oh OK, /everyone/ is getting shafted. That's OK then, carry on.
Yup, nothing to see here. :)
:|
LKB, I took Bruce's comment as a joke :)
Yeah I posted so that others would be aware of the problems BigW are having at the moment. In general, BigW has processed my orders ok. Not very speedy, but at least they arrived in a few days. This time it has been quite disappointing. Hope they catch up with their orders soon before Christmas.
Finally got my refund. Somebody (presumably from the 'other' department) rang and processed the cancellation.
Hmm after this experience I don't think I'll do much ordering from BigW in the near future. Hopefully things will improve after Christmas.
I've had an issue with BigW online for the past month, and they take 3+ days to respond to emails, each response is completely useless and calling them takes 30+ mins on hold. Very unhappy.