Big W - Click and Collect Fraud

utsc on 04/07/2022 - 23:00
Last edited 06/07/2022 - 19:53

I ordered a EKO TV for store pickup at Big W sometime back and there was a delay in picking up as I need to hire a ute since I was told that the TV needs to be transported upright for avoid damage and voiding the warranty.

I got phone call late last week from the store reminding me to pick up or warning that the order would be canceled. However, I could not collect.

I got an email this after saying that my order has been collected. I called the store immediately and informed the store that I did not collect it or authorize anyone to collect it on my behalf. The representative took my phone number and told me that they will look into it and call me. I was not very convinced as the rep did not show any sign of concern and was oh will call you back later.

Since I wanted to document my complaint, I called the Big W 1300 number and lodged a complaint and was told that they could contact the store and ask them to investigate by reviewing the security cameras. I was informed that they would get back to me in 2-3 business days.

I feel it's an inside job by someone working in the store!

I know that credit card / PayPal fraud is common but they are ordered and picked up by the same criminal. Here I placed the order and someone pick it but from a Big W Perth so it has to be a local and most likely an inside job.

Has anyone experienced a similar situation?

Update: 06/07/2022
No one called so I called and they yeah it was mistake someone clicked the wrong button apparently "during an audit". I advised that I have changed my mind and ask them to process a refund. Received the refund after 1 hours.

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Comments

  • oscargamer on 04/07/2022 - 23:07
    +3

    Let us know the outcome.

    PS it wasn't me. I went to Perth once, about 25 years ago, but haven't been back since

  • Quantumcat on 04/07/2022 - 23:09
    +1

    Shouldn't be too hard to get a chargeback with your credit card.

  • JimmyLmao on 04/07/2022 - 23:11
    +3

    Usually they ask for photo ID when picking up click & collect orders, especially for things of value. Seems dodgy. Is it definitely not there waiting to be collected? It may have been a glitch in the system saying it has been collected when it is still waiting/order cancelled & refunded.

  • randomusername2017 on 04/07/2022 - 23:14

    Sounds like it has been cancelled.

    Can't say you weren't warned.

    • utsc on 05/07/2022 - 00:11

      No, it says you're order has been collected, and Big W online customer service confirmed that it has been collected

      • randomusername2017 on 05/07/2022 - 00:33
        +2

        Collected by the cancellation team.

      • randomusername2017 on 05/07/2022 - 08:28

        There's a fairly big disconnect between online CS and in-store staff.

  • screensaver on 05/07/2022 - 01:50

    they do cancel if you dont pick up

    • utsc on 05/07/2022 - 05:53
      -1

      I am perfectly fine if they cancel the order but they have confirmed that it has been picked up. If wouldn't be wasting time for a canceled order. Also, I have not received a refund from PayPal. Unlike credit card payments, refunds when made to PayPal show up immediately

      • cookie2 on 05/07/2022 - 07:32
        +2

        If you've received a refund from PayPal then why r u trying to follow up the collected tv? Unless you mean that you have in the past. Side note… you should've just cancelled the tv if you didn't really want it, which you obviously didn't because you never bothered to collect.

      • jorf on 05/07/2022 - 07:44
        +3

        So you got a refund, but you still felt the need to claim fraud?

        Seems more likely they cancelled the order and clicked the wrong button in the system.

        • utsc on 05/07/2022 - 09:38

          Sorry I have not received a refund. I was typing at 3 am here in WA and made a mistake.

          • boomramada on 05/07/2022 - 10:06
            +1

            @utsc:

            Also, I have received a refund from PayPal. Unlike credit card payments, refunds when made to PayPal show up immediately

            What kind of typo is that , I wouldn't made that after half a bottle of scotch at 3am lol

          • Moderatormoocher on 05/07/2022 - 10:18

            @utsc: I have edited your comment to say you have not received a refund. Hope that's ok.

  • screensaver on 05/07/2022 - 06:30
    +3

    The desk would remember a big bulky TV. Go to the desk and ask who was working and who handed iit over and ask who picked it up and how they picked up, also ask to speak to the store manager, ask them who was on duty at the alleged pickup time. Take your order number. Make your presence known

  • randomusername2017 on 05/07/2022 - 07:21
    +4

    Also, I have received a refund from PayPal.

    • pegaxs on 05/07/2022 - 08:00
      +3

      Yep, read that too.

      Basically, how I see it;
      OP purchased TV they couldn’t transport.
      Left it for weeks.
      Got a reminder that if they didn’t pick up the TV, BigW would cancel the order.
      OP left it again.
      TV purchase was refunded and put back into stock.
      TV was (possibly incorrectly) marked as collected to clear it from the system.
      OP is now using this “collected” status to try and get a free TV even though their purchase has been cancelled and their payment refunded.

      • randomusername2017 on 05/07/2022 - 08:26

        Either that or they were recounting previous experience with PayPal refunds…

        • Quantumcat on 05/07/2022 - 10:15
          +1

          Or maybe they mistyped and left out the "n't"

  • screensaver on 05/07/2022 - 07:42

    The store would be liable as they didnt check ID.. You need to inform the manager of the incompetant staff who dont know what they are doing, in person, not on the phone

  • mapax on 05/07/2022 - 07:55
    +8

    I have received a refund from PayPal.

    Why does this thread exist?

  • AndyC1 on 05/07/2022 - 07:59

    What was the result of the investigation by BIGW?

  • onetwothreefour on 05/07/2022 - 08:42

    Wouldn't the delivery charge have been cheaper than hiring a UTE?

    • boomramada on 05/07/2022 - 09:09

      they don't deliver bulk items I think.

      • onetwothreefour on 05/07/2022 - 10:43

        I just tried adding a 75 inch TV to see if they deliver and they do but the cost was "Delivery from $70" so maybe not as cheap as hiring a ute for an hour from Bunnings.

        • Jimothy Wongingtons on 05/07/2022 - 11:26

          Do Bunnings utes come with all the tie downs etc required to suitably secure tv and other random large loads? (Serious question)

  • Richmond Tigers on 05/07/2022 - 09:22

    There are some people in Big W who see someone get a bargain and snaffle it for themselves I reckon. I've had it happen too often for it to be a coincidence with Lego sales. One set I mysteriously had disappear from 3 stores under the guise of "sorry but this item is not instore even though its listed on the page".

  • utsc on 05/07/2022 - 09:39
    +2

    Sorry I have not received a refund. I was typing at 3 am here in WA and made a mistake.

  • Drakesy on 05/07/2022 - 11:23
    +5

    I think the biggest crime here is ordering an Eko tv.

    Like,
    Who even does that?

    • pegaxs on 05/07/2022 - 16:39

      I bought one for my daughter as her Xbox tv and I am surprised as just how good it actually is. It is pretty cheap and flimsy but the picture quality and OS are good.

  • Jimothy Wongingtons on 05/07/2022 - 11:27
    +2

    transported upright for avoid damage and voiding the warranty.

    Fwiw I strapped my 65inch hisense to my Ute roof racks and had no dramas…

    • Switchblade88 on 05/07/2022 - 11:45

      Exactly. It's not a plasma. It can go in any orientation without an issue, and it's well packed in the box.

  • [Deactivated] on 05/07/2022 - 12:08

    I've picked up online orders from Big W where they haven't requested ID so it all depends on the staff member.

    It may well be that your order was incorrectly updated when it wasn't collected so await further advice from Big W now that you've raised an issue. Stores have surveillance cameras everywhere so unlikely that a staff member took advantage of the situation by taking a TV without being seen.

    btw - what size TV did you order?

    • utsc on 05/07/2022 - 20:13

      65"

  • USER DC on 09/08/2022 - 12:16

    What happened till now ?

    Pretty sure you could money back via PayPal, or your Credit card company

    • utsc on 09/08/2022 - 19:14
      +1

      Big W initially said they need to check the security cameras and asked said it would take 3-5 business days. Thereafter I was told it was a "mistake" and Big W refunded the money. I suspect it was an inside job as some people order and forget to collect - my order was 30 days overdue and an employee might have thought I forgot about it and just marked it collected for obvious reasons.

      • USER DC on 09/08/2022 - 22:18

        Well aren't they supposed to cancel the order anyway if its not collected within 30 days.

        At least it doesn't sound like a fraud then (by that i mean no other person collected your order)

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