Dear Readers,
Please exercise great caution when making purchases at Big W, Penrith Store, as their supervisors have demonstrated to be some of the most unpleasant individuals ever. The Big W’s, especially, Penrith’s supervisor (who did not have a name tag on)’s behaviour was that of an uneducated, discriminatory, rude and one of the most inconsiderate individuals I have ever encountered. His way of handling customers was so reprehensible that even the worst of the worst individuals pale in comparison.
I always have at least fair (if not good) experience with Big W, however, my recent experience (Dated: 04th March 2023) in their Penrith Store (i.e. Penrith, Westfield Mall) was nothing short of a nightmare. I had purchased a total of $1200 worth of items (in two bills) from this store, and unfortunately, I needed to return two baby clothes because of the bad stitching quality However, the supervisor at the store was incredibly rude, adamant, and unhelpful, making it nearly impossible to process the exchange.
The supervisor’s behaviour towards me and my family was completely unacceptable. He refused to process the exchange of the two baby clothes, citing the fact that the product was on clearance sale that week. Not only did he refuse to process the exchange, but he also called the security guard on us, making us feel like criminals and that’s just because we wanted to exchange the clothes (Note: We didn’t ask for a refund but just wanted to exchange due to stitching defects). It was clear that he had no interest in providing good customer service and treating us with respect.
He was also smirking and laughing deviously while we were requesting to exchange the item. His behaviour was completely unprofessional and embarrassing for the Big W, Penrith store. It was an incredibly uncomfortable situation for me and my family, and we felt completely humiliated.
Overall, my experience with the Big W, Penrith store was terrible. The supervisor’s terrible attitude and actions ruined what should have been a straightforward return process, and I would not recommend this store to anyone.
If you’re looking for a store that provides good customer service and values its customers, I suggest looking elsewhere. His excuse that the product was on clearance sale was unacceptable. As a customer, you have every right to return a product, and it is the store’s responsibility to provide excellent customer service and process the return efficiently.
His behaviour shows a complete lack of empathy towards your situation and disrespects towards you as a customer. The behaviour of the supervisor was completely unacceptable, and the store should take action to ensure that it does not happen again. I would not recommend this store to anyone, and I hope that management takes serious action to address this issue and at least educate Penrith Store Supervisors with some common sense if not customer handling skills.
Big W is known for offering products at a lower price point than other retailers. However, it is important to remember that affordability should not come at the cost of customer respect. Customers should always be treated with dignity and care, regardless of the price they pay for products.
I had similar experience at Big W, Penrith Store. They are really worst….
That’s totally unacceptable, specially if you were just trying to exchange due to bad quality. I understand when you purchase a lot of items you don’t have time to go through every item with the store that’s when exchange policies came in handy. Even small retailers shouldn’t behave like this but if this is how an established big brand behave it’s very disappointing. Hope they do something to improve their customer service. Best wishes to you and your family and thanks for sharing your experience.