BIG W Doncaster — Attraction in Melbourne

Ordinarily I don't do this, but I wanted to share my experience that I had at Big W (Doncaster,Vic) today as I felt that my experience means I will never return to a big W store for the significant future.

I like many others have been very excited for the new Uncharted game that came out today and like most people I like to look for a good deal before purchasing anything. So I looked around on the internet and saw you guys had a sensational price of $42. So I thought why not head down and get the game as well as some other things we needed while we were there.

Now I was so excited to get this game that I made a bee line for the electronics section with a big smile on my face, sadly that ended once I ran into one of your staff, when I met her she was unpacking copies of the new uncharted "brilliant I thought" so I headed up and said hello and that I was after a copy of the game she was unpacking.

A first I was ignored as she began whispering between herself and another co-worker there. I could hear them saying the game was under embargo and was not released yet. I interrupted and said "actually today is the launch day,can I please grab a copy".The lady looked at her co-worker and said whatever just give him a copy. I thought whatever they must be having a bad day, at least I get my game!

The lady then scanned the game and said it would be $54.95, I said there must be some mistake as you guys have a catalogue saying it would be $42, I was told that catalogue price comes out Tomorrow and I can't get it at that today.

Now fair enough, I get rules are rules, so I had a fallback. Target was selling the game for $44, now I was happy to cope with a $2 increase to get the game straight away, so I mentioned it to the lady and asked if she wouldn't mind price matching that.The response I got disgusted me "well there is a target downstairs so just got buy it there, I'm sure they have copies" the tone and general attitude of this person really upset me. so I said to my wife, who was now standing next to me and mind you had collected about $150 worth of baby clothes and other random items to just put them back and we would go to target instead.

So after a condescending "have a good day" from said staff member we left.

We went to target and had a lovely experience, on top of that, target was more than happy to price match your price of $42 even though I was honest and said it wasn't active until tomorrow.

As someone who works in a customer service focused industry I'm sure your aware how important basic service is and since your staff member was unwilling to price match a game for the sake of $13 she lost your company roughly $200 in sales. If you guys want to turn your store around it all starts with the...

I recently visited the Big W store in Doncaster, and unfortunately, my experience was disappointing. There seemed to be a lack of staff, which made the store feel understaffed and unwelcoming. The overall store appearance was not up to standard, with aisles not as tidy as I would expect.

Additionally, I noticed that some items were not placed in the correct locations, and price tags were not positioned properly. This created confusion while shopping and made it difficult to find the correct products or determine the prices.

What stood out the most, however, was the customer service. The staff member at the entrance was not particularly friendly or engaged. When I greeted her with a simple “hello,” she did not acknowledge me and appeared more focused on checking the bags of those exiting rather than offering a welcoming atmosphere to those entering. This left me feeling ignored and uncomfortable.

In addition, the overall attitude of the staff I encountered suggested a lack of interest in their work, which was unfortunate and made the visit less enjoyable. I believe more attention could be given to creating a more professional and friendly environment for customers.

I hope my feedback helps in improving the store’s service and overall...

Big W's stock system is an inaccurate mess. I found an inflatable pillow and the system said it was 'In Stock' at Southland.  It wasn't, and even the staff couldn't figure out where they might be.  They advised I ring ahead to the next store I was going to and make sure it was available.  So I tried, but the 'Hub' call centre told me that THEY could not ring the store to ask them to check.  How useless is that, grossly inaccurate stock system and no way to check what stock is actually on the shelves unless I go to each store!

Then I decided to order Online and pick up a Doncaster as the website said there were 'In Stock' there.  But within 2 hours I had my money refunded as they had no stock there either even through the system said there was.  What a hopeless system.  No one has updated it to say they do not have stock?  Very poor business practices and...