Not sure if this is the right place, but I would like to vent about my current experience at Big W.
It all started when I did a layby during the toy sale as there was some stuff I wanted to get once my tax return came through and I had some spare cash.
I was asked if i wanted to do a Christmas layby or normal one, the difference between the two was explained and I decided to do the former just in case I didn't get it paid off in time. Made a couple of payments over the last few weeks and then went to pick it up today.
The guy who served me went to grab it and then came back about 5 minutes later and told me he couldn't find it, but would continue to look. I was told it could take anywhere up to an hour to find and that he would call me when he had it. So I left empty handed.
Five hours passed and I had heard nothing so i gave them a call back.
I was told that the person who had served me left about half an hour after I was there, and there was no record of it being looked for at all.
I was told that they would try and dig it out for me but it could take a up to 3 days and that they would call me back, I asked why it could take this long and they explained to me that due to it being a Christmas layby it could be harder to find or may even be in another location. I was not told this when I placed the layby and there is no fine print on the receipt to state this! I mentioned that I had said I would be picking it up in a couple of months and to just come into the store when ready to collect.
2 hours later they rang back and said that they still couldn't find it and seemed to have no record of my order number.
I have been told that they will look over the weekend, but if they still can't find it they will offer me a refund if replacement stock cannot be sourced. I have never had a problem with layby before and I'm not sure if this common practice that if an order is lost then all that is offered is a refund. Fingers crossed and hopefully they find it over the weekend.