Big Lots Customer Service Complaints: A Practical, Expert Guide

Common complaint categories and what they mean

Complaints about Big Lots typically cluster around a few reproducible categories: refunds/returns, damaged or missing items on delivery, pricing and shelf-tag errors, order cancellations or delays, and credit-card or store-card disputes. Each category has different timelines and evidence requirements. For example, refund disputes usually require a receipt and proof of return; shipping damage claims require photos taken within 48–72 hours of delivery; and pricing errors require a contemporaneous price tag or an app screenshot showing the advertised price.

Understanding the category is essential because it determines which internal department at Big Lots (store level, customer care, or corporate support) will handle the complaint and the expected resolution window. In practice, phone-agent escalations often resolve simpler issues in 7–14 business days; more complex issues that require a corporate review, replacement product, or financial reversal can take 30–60 days. Knowing the right path up front reduces repeated calls and speeds outcomes.

Where to file a complaint and exact contact points

As of 2024 the most direct customer-facing channels are the national customer service phone number and the company website. Call Big Lots Customer Care at 1‑866‑244‑5687 (toll-free) for order issues, returns guidance, and account questions. The public website for self-service and case submission is https://www.biglots.com — use the “Help” or “Contact Us” sections to open a ticket, track order status, or request a return label. For store-level issues, use the store locator on that same site to get the address and direct phone of a local Big Lots store.

For formal escalations, Big Lots’ corporate headquarters mailing address is listed as 300 Phillips Place, Columbus, OH 43228. Use that address for certified-letter complaints or to request corporate-level review when store or phone channels fail. If you file a written complaint, include order number, store number (if applicable), the date of purchase, payment method, and your preferred remediation (refund, replacement, store credit). Certified or tracked mail establishes a clear timeline, which is important if you later pursue a chargeback, BBB filing or small-claims action.

Step-by-step escalation process (practical timeline and evidence checklist)

Start at the store or online customer-care level within 7 days for damaged goods and within 30 days for routine returns (check your receipt or biglots.com/returns for the exact timeframe on your item). When you first contact Big Lots: record the agent’s name, the date/time, and the case/reference number. If an agent promises follow-up within a stated period, set a calendar reminder and follow up immediately if you don’t hear back.

If standard channels fail, escalate to corporate using certified mail to 300 Phillips Place, Columbus, OH 43228 and reference the phone case number. If the dispute involves an unauthorized or incorrect card charge, contact your card issuer to initiate a chargeback—under the Fair Credit Billing Act you typically have 60 days from the date of the billing statement to dispute an error. For debit-card disputes or ACH issues, bank timelines differ, so notify your bank promptly (within 60–120 days depending on bank policy).

• Complaint documentation checklist — include these items when you file: order number/receipt; date of purchase; SKU or UPC; clear photos (damage, packaging, delivery label) timestamped if possible; credit-card statement line showing the charge; a short written chronology (3–6 bullet points); and your desired outcome (refund, replacement, repair, or store credit).

Regulatory options and external escalation (BBB, FTC, small claims)

If internal escalation doesn’t resolve the problem, file a complaint with the Better Business Bureau (BBB) at bbb.org—Big Lots has a profile there that the company monitors. You can also file with the Federal Trade Commission (FTC) via https://reportfraud.ftc.gov or by calling 1‑877‑FTC‑HELP (1‑877‑382‑4357) to report patterns of deceptive practices; while the FTC does not resolve individual consumer disputes, your report contributes to enforcement priority. State Attorney General consumer complaint portals are another route; search your state AG’s website and include your certified-mail proof when relevant.

For monetary claims that remain unpaid, small-claims court is often the most practical legal option. Small-claims jurisdictional limits vary (commonly between $2,500 and $15,000 depending on the state). Prepare the same documentation you used in earlier steps; courts expect a record of your good-faith attempts to resolve the issue directly. Consider legal counsel only if damages are substantially above local small-claims limits or involve broader consumer-rights issues.

Prevention and best practices to avoid future complaints

Reduce your risk by collecting essential evidence at the time of purchase or delivery. For in-store purchases, keep the receipt and take a photo of the receipt and the item before you leave the store—especially for clearance items that can be mis-tagged. For deliveries, photograph the packaging and item the moment it arrives and keep all original packaging for at least 30 days. If a product is expensive (over $200) or fragile, inspect it in-store or immediately upon delivery and report damage within 48–72 hours.

Know card dispute rules: if a refund does not appear within the timeframe promised (commonly 7–14 business days for credit-card refunds, but sometimes longer during holidays), document the promised date and contact your card issuer if the merchant delay approaches your card’s dispute deadline (usually 60 days from the statement date). Use plain, factual language when you contact Big Lots and keep copies of every email and recorded case number—organized documentation shortens resolution times and increases the chance of a full refund or replacement.