'Absolutely ridiculous': Big W online ordering fail

·2-min read

A Big W customer has lashed out at the retailer for their lack of protective packaging after the majority of her online order arrived "broken" or "faulty".

The woman, who is based in Western Australia, took to Big W's Facebook page to vent her frustrations.

She said she placed an online order because she doesn't live near a Big W store, so home shopping is more convenient.

She purchased four lamps and four speciality light globes.

However, when they arrived, some of the items hadn’t made it through the mail unscathed.

A BIG W customer holding up broke lightbulbs she received in an online oder
A BIG W customer has lashed out at the retailer for their lack of protective packaging after the majority of her online order arrived "broken" or "faulty". Source: Facebook

“I ordered four lamps and four globes. All arrived today," she wrote on Facebook alongside a video of the broken globes.

"Two globes are broken, and at least one faulty lamp so far out of the two I’ve assembled."

In the video footage, the upset customer can be seen removing two Mirabella vintage style lightbulbs from their boxes before gently shaking them to show the loose wires and stem, making them unusable.

The customer claimed her order arrived with inadequate packaging, leaving the items vulnerable to damage during transit.

"They were not even packed with any protective padding which seems absolutely ridiculous," she wrote.

The Big W website states it uses Australia Post for their main delivery service, however large or bulky orders may be shipped with TOLL IPEC for delivery.

A Big W spokesperson responded to the shopper, saying they were currently reviewing packaging processes "especially in relation to fragile items to prevent this from happening again".

"Big W takes care to ensure all online orders are delivered safely and in perfect condition. We responded to the customer quickly and provided a refund," the spokesperson said.

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