BigW online order BEWARE!!

Laladdin on 11/12/2011 - 14:44
Last edited 11/12/2011 - 14:46

Does anyone has similar experience like this with BIGW?
i have ordered a monitor posted on ozbargain deals back in 9/11

9/11 ordered online and paid immediately with paypal, received order confirmation email. In the email with PLA tracking no: PGDXXXXXX and asked me to call customer service to track.

14/11 i checked online, it showed status shipped, and on website it shows estimated delivery time in my area is 2 days. http://www.bigw.com.au/help/deliverychargesandservices-conte… , i informed my parent that there will be delivery these two days.

17/11 havent received yet, i called customer care in morning 8am or 830am, called 1300 244 999 as they said they open between 8am or 830am, but IVR said they still not open. Fine, i just wait for 15mins, still not open and i choose another option (can not remember) and finally got to someone and the guy over there said have to wait 10 working days after shipping!! At the same day, i emailed them via online enquiry, [email protected]. I got reply saying "Thank you for taking the time to contact BIG W Online.
Please be advised that your order was dispatched on the 14/11/2011 via regular post. Unfortunately items that are apart of ‘Australia Post’ regular mail are not subject to tracking links as they are not accompanied via courier. We do apologise for the inconvenience caused.Please allow up to 10 business days for orders to be received in New South Wales ." So what is the point they put the delivery times on website?!

24/11 i emailed again to inform them i still not receive yet.

28/11 no respond since 24/11, i emailed again. Open a paypal dispute.

30/11 got respond, they said "order has been deemed ‘Lost in Transit’ by Australia Post" and "This replacement order will be processed this week and dispatched urgently.", i was expecting that it will arrive within few working days.

5/12 still not received yet, and i emailed them again.

8/12 received reply, "We apologise that you have not yet received your order ( # 344583*). Due to delays with the warehouse due to the Christmas layby orders. your order has been delayed. We apologise for the inconvenience and will have your order sent to you as soon as possible." Man! i ordered it since 9/11 and it was far away from XMAS peak period…

11/12 still waiting……….i was ordering it for my ps3 and my ps3 still sitting there…Did they say 10 working weeks? or

Sorry guys for a long post as it was far way too long since i have ordered it, on their website it still show in stock but price has gone up for $30 i think..anyone has similar or same experience? did anybody order the Benq monitor and received it within the delivery timeframe?

General Discussion

Comments

  • berger on 11/12/2011 - 17:01

    There has been reports of bigW struggling this year online, I guess more people than expected shopping online. I assume they have to wait 10 full days from aust post, to confirm something has gone wrong. It's a pain in the ass still.

    • aladdin on 11/12/2011 - 18:12

      It said two days or working days on their website, so I thought they will use registered post or something like COTD or game. But they use normal post that is impossible to be delivered within two business days. Hopefully it will arrive soon.

      • berger on 11/12/2011 - 22:18

        everything online with deleivery is going to be 'business days'. I'm not defending bigW at all, but 10 days will equate to 14 days. I am on your side, it has dragged on long enough. Try waiting 6 months for a lounge suite, only for it to be wrong and wait an additional 3 months, if that makes you feel better :)

    • sparkles on 11/12/2011 - 21:04

      I'm surprised that Big W are so snowed under, it's not like they don't know Xmas was coming. After so much hass, I'd just cancel and buy elsewhere.

      On the other hand, JB Hifi have been processing orders very quickly so no complaints there.

      • LKB on 15/12/2011 - 16:51
        +1

        I ordered from JB Hi Fi during the year once and waited nearly 3 months for my CD to arrive. And no it wasn't a pre-order CD. They were just unhelpful and rude, I vowed never to shop there again!

        • Cheeper on 15/12/2011 - 23:08
          +2

          JB> ""They were just unhelpful and rude, I vowed never to shop there again!""
          Typical of JB around here. I go there but have learnt to ignore the staff.

  • c64 on 11/12/2011 - 20:00

    lol things arrive from china faster than from bigw :)

  • scotty on 11/12/2011 - 22:12

    Already been posted here. Looks like they have really been struggling.

  • ultraskool on 11/12/2011 - 23:06

    There's an old saying in Legal circles - "Let the Buyer Beware…!"

  • melroycoelho on 15/12/2011 - 15:25

    Big W service is bad. They take ages to answer phone call and take ages to process online orders, especially in the Xmas season. Ive ordered a table tennis table on 28 November and now its 15 December and the order said it was shipped on 8 December but now the messenger post link says the order is still being processed.Definitely not worth buying online from big w and then having to wait for ages. This will probably be my last online order from them.

  • elf888 on 16/12/2011 - 14:24

    Nothing worst then Vodafone, I've order a prepaid phone from them online. and it takes 1 week to deliver and when I order, it said included a prepaid starter sim. but I only received the vodafone locked handset. try to call them, I explained and they ask me the vodafone mobile number!(WTH, did they have brain???) finally they said they can't send the sim to me and ask me to spend $2 at the store to get one….WTH…..
    I was so disappointing with online orders in Australia…..

  • TDA on 16/12/2011 - 14:28
    +2

    Stick it to them. Start a dispute with paypal. You only get 45 days to do this. I've done this with other companies in the past and it's a great way of covering yourself and teaching the companies a lesson at the same time.

  • jointda on 19/12/2011 - 02:40

    I ordered lots, been ok.

  • voteoften on 19/12/2011 - 03:42
    +1

    I ordered a book from BigW. A couple of weeks later, someone claiming to be from Big W called me and started asking too many questions and refusing to say why. I refused and said they called me, not the other way around. The guy said that I could call BigW back and confirm, but a was on the road so I said give me a refund. No refund and no book. It was the whole business of aggressively asking me to identify myslef when they were the ones calling me that really made me angry. Still angry about that.

  • ahoyhoy on 19/12/2011 - 15:32

    i ordered 4 items in july from there christmas catalogue they said it would be delivered in 2 seperate orders as
    the items were coming from different locations the first order arrived no problems the second arrived today and
    one item did not get delivered what a joke 4 days out from x-mas now i have to chase them so i waited on the phone for 20 mins then they asked me all the details and told me someone will ring back (pissed off i am)

    • LKB on 19/12/2011 - 16:40

      OMG I cannot even imagine how annoying that must be. I would be sooo PISSED!!

  • iBuzz7S on 19/12/2011 - 23:36

    http://finance.ninemsn.com.au/newsbusiness/8392211/big-w-and…

    Big W and Target customers are not happy.

  • dealman on 20/12/2011 - 17:22

    was on the radio here in Melb,
    on MTR 1377 all day today, he even had a comment from one of the BigW directors.
    Well BigW has a BigPR disaster waiting to happen,

    I think there is a face book group saying BigW spoilt our Christmas or something.

  • achw on 21/12/2011 - 16:39
    +2

    i ordered the star wars bluray set back on 19 november for $82 (http://www.ozbargain.com.au/node/57450), and it didn't arrive. followed up a few times with bigw, and ended up sending an email asking for a refund for $118 so i could walk into a store to buy it. they called me on saturday, and agreed to do this.

    so i check my account, and see that i've been refunded $82. i call them up, and tell them they were meant to refund $118. anyway, the lady tells me that it's already been shipped out on 15/12, AND they've refunded me $82 - effectively as a goodwill gesture.

    the blurays arrived today. and i get to keep the $82. so, overall, not a bad result!!

  • kellieed on 21/12/2011 - 18:29
    +1

    I ordered the donna hay simple dinners cook book for $19.98 back at the end of nov. It was a deal someone had posted here on ozbargain. Got a phone call yesterday to say it wouldn't be delivered before Christmas so they cancelled my order and refunded the money plus rounded it up to $30 to say sorry for all the trouble. Money goes in the account then today the book arrives by Australia post.
    Not a bad result for me either.

  • berger on 22/12/2011 - 07:27

    If only those results happened with a big tv!

  • niknah on 24/12/2011 - 15:23

    I ordered curtains from bigw, but only 3 out of 4 were delivered. After lots of calls, several weeks later I managed to get the last one delivered. Sometimes it's not their fault, things drop out due to bad packaging, problems with the delivery company, etc. Sometimes bigw doesn't even touch it, the delivery company goes to the factory to pick it up.

    This xmas most other places have been slow too, I have orders from ebay & Dan Murphy's that hasn't arrived, and I gave up waiting on a Dick Smith order and went to the store.

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