Customers slam BIG W for tripling their non-refundable lay-by fees

Shoppers have been left outraged over BIG W’s decision to triple the cost of their lay-by fees which are non-refundable. Have your say.

SHOPPERS have hit out at a major department store over their decision to triple the cost of lay-by fees.

BIG W used to charge customers $5 non-refundable service fee for lay-bys, which jumped to $15 earlier this month, while their lay-by cancellation fee went from $12 to $20.

However, most were unaware of the price hike introduced by the department store until they were collect their lay-by items during their popular toy mania sale.

Many took to the company’s Facebook page, slamming the price hike.

“Rather than make your staff tell every customer that there was an increase to $15.00 for lay-by fees, maybe you could put a post on here,” one woman wrote on BIG W’s Facebook page.

“Don’t pass the buck to employees, it’s poor business practice and disrespectful to your staff. Take responsibility and put up a post.”

BIG W has been slammed over their price hike on lay-by items.

“When was BIG W going to post the lay-by changes absolutely ridiculous increase of $5. to $15.00? Not everyone has finance and the elderly who use it a lot. Shame BIG W,” another wrote.

“Elderly don’t have Zip or Afterpay and every BIG W near myself stores all Xmas lay-by etc on site. Absolutely ridiculous,” another said.

Responding to criticism, BIG W blamed Covid and the cost of storing items as the reason behind the fee hikes.

“Whilst we try our best to avoid any increase in administration and cancellation fees, this has come into effect due to an increase in the costs of managing and storing goods for lay-by, as well as a rise in the number of orders that are later cancelled,” a BIG W spokesperson said.

“Ahead of Toy Mania commencing, we advised customers on our website as well as added signage at the service desk.

“For those looking for alternatives to lay-by, we offer buy now, pay later options including Afterpay and Zip Pay.“

Some customers weren’t aware of the price changes until they picked up items during the toy mania sale.

A post on BIG W Mums Australia Facebook group earlier this month, which detailed the changes, also attracted hundreds of comments from mothers voicing their frustration.

“Holy shomoses that’s ludicrous, I definitely won’t be making any lay-bys,” one wrote.

“That’s bloody ridiculous. I’ll be thinking twice about doing a lay-by now. Might just put money aside and do a big shop when another decent sale comes on,” another commented.

Originally published as Customers slam BIG W for tripling their non-refundable lay-by fees