BIG W Sunbury

Recently, I visited Big W in Sunbury for the first time, and I came away genuinely impressed. I found everything I needed—and for less than I expected too (mind you, there was a sale on 😄). A helpful staff member near the change rooms pointed me in the right direction, which was appreciated. But it was the lady at the checkout who truly made my day. Her customer service almost blew me away. She was patient, calm, and incredibly kind. She packed my bags so thoughtfully—heavy items at the bottom, just as you’d hope—and then took what felt like a generous amount of time to carefully explain the points system to me. She didn’t rush, and she didn’t seem bothered that the line behind me was slowly growing. Thankfully, no glares from anyone waiting either! Some might say it’s better to keep the line moving, but in my opinion, it’s these small, human moments that really matter. They’re the things that bring a smile and stay with you long after you leave the store. I was so caught up in that moment that I forgot to ask her name, and unfortunately it wasn’t on the receipt. But if by chance she sees this—thank you. This was on 23rd January 2026 at 12:06 pm, store number 0383. You are truly a credit to Big W. Thank you, kind lady. 🌼

I visited Big W Sunbury today to exchange a gaming console and had such a positive experience thanks to Sue and Karen. They both went above and beyond to help me, were incredibly friendly and patient, and made the whole process quick and stress-free. Nothing felt like too much trouble for them. Thank you so much for your wonderful customer service, I really appreciated your kindness and professionalism!

I’ve visited this store a few times now, and unfortunately, each time has been disappointing. The store feels disorganised and poorly maintained, with shelves often left unpacked and many items out of stock. There are barely any staff available on the floor. On one visit, we had to walk from the sporting section to the front of the store twice just trying to find assistance. It took over 10 minutes before someone finally came to help but couldn’t as the item wasn’t available despite the website saying there was. The overall atmosphere of the store feels tired and chaotic. Some staff weren’t even in uniform, and on one occasion, I encountered a staff member who was quite rude. Most employees also seemed disengaged and unhappy. Thankfully, this isn’t my local Big W, so I won’t need to return — but I hope management takes steps to improve the store for those who rely on it.

Hi, I used to go to this store very often and I had no complaints. Everything was great. But today they made me feel very bad about my child who has autism and intellectual disability. (Which I informed them about) I know that my child is noisy and bothers people but the discrimination I saw between my own child with a disability and another little girl made me understand a lot. I am informing them because it is not nice for these discriminations to exist. Thank you.

Extremely disappointed with the customer service at Big W. I waited around 30 minutes at the customer service desk this morning, repeatedly ringing the bell and despite a staff announcement over the PA for someone to come. When a staff member finally did arrive, they were so rude and dismissive, with no apology for the long wait. Their tone was completely unprofessional, and it made a simple task unnecessarily stressful and frustrating. Big W really needs to improve how they treat customers.

I like this store normally but I just finished a transaction at the self serve and one of the older women working there is so rude. I don’t have any complaints with any of the other workers but this one just stands there avoiding eye contact when you need help. Every time I go I roll your my eyes. Maybe find a different job if you dislike it so much and this coming from someone with over 20 years experience in customer service. The girl with the baby and the big basket..

No operator checkouts, no transaction. I don't use self checkouts, I don't work for Big W, Coles, Woolworths or Aldi. When they pay me a wage, super, sick leave and annual leave, then I'll operate the checkout, until then, I'll just leave my stuff and go. Or more likely just don't bother going to Big W anymore.