How to Reach a Live Person at Big Lots Customer Service

Official customer service phone number and primary contacts

The primary Big Lots customer service telephone number is 1-866-244-5687 (1-866-BIG-LOTS). This number is the main consumer-facing line for online orders, returns, missing items, delivery issues and general account help. For store-specific questions (hours, in-stock items, same-day pickup) use the store locator at https://www.biglots.com/store-locator to find the direct phone number for a particular location.

The corporate headquarters address for Big Lots, Inc. is 300 Phillips Place, Columbus, OH 43215. The corporate website and main help center are maintained at https://www.biglots.com/ and the customer service hub is accessible at https://www.biglots.com/customer-service. These pages include up-to-date announcements, policy details and links to the chat function and privacy notices.

Typical hours, wait times and best times to call

Contact center hours for retail chains vary, but practical experience and public reports indicate that weekday mornings (between 8:00–11:00 AM local time) tend to produce the shortest hold times; evenings and weekends usually see heavier volume. When calling 1-866-244-5687 expect an estimated hold time that ranges from 2–15 minutes on average; during peak sales (Black Friday, December holiday weeks, major promotions) waits can extend to 20–45 minutes.

If you must minimize wait, call on a weekday in the mid-morning or early afternoon, avoid Mondays and post-holiday days, and prepare to use callback features if offered by the IVR. Many customers report the shortest resolution time occurs when they call with all documentation at hand (order number, payment last four digits, shipping address and time stamps).

How to navigate the phone system to reach a live agent

Typical IVR flows ask you to choose between “order status,” “returns/refunds,” “store information” and “account/login.” To reach a live person quickly: dial 1-866-244-5687, listen for the initial menu, press 0 or say “representative,” and if the system returns to the menu, press 0 again or select “order status” then wait for the “speak to agent” prompt. If the system requests an order number, enter it to be routed faster.

If you still land in automated options, use these tactics: (1) speak clearly keywords like “agent,” “customer service,” or “operator;” (2) use the option for “technical support” or “refunds” which often routes to a live person; (3) when offered a callback, accept it — the system will hold your place without counting down hold music. Keep in mind that pressing 0 repeatedly can sometimes trigger a transfer to an agent but may also re-trigger menus depending on software version.

What to prepare before you call (checklist)

• Order number and order date (example format: 8–12 digit number shown on your receipt or confirmation email).
• Payment method details: card type and last four digits, or store credit/Big Lots credit information.
• Exact product name, SKU or item number, and any tracking number for deliveries (carrier + tracking code).
• Photos of damage, screenshots of confirmation pages, and receipts (emails, packing slips) for faster escalation.
• Your account email, phone number on file, and preferred contact window for callbacks.

Alternative contact channels and escalation options

If you cannot reach a live agent by phone or the issue requires written documentation, use the website chat (https://www.biglots.com/customer-service/chat when available) and the contact form at https://www.biglots.com/customer-service/contact-us. Social channels can be effective for fast visibility: public posts on X (Twitter) or Facebook mentioning @BigLots often prompt a direct message from the social support team within 24–72 hours.

If your issue remains unresolved after initial contact, request a case or ticket number and ask for an escalation to a supervisor. If escalation through customer service and store management fails, documented grievances can be filed with the Better Business Bureau and, for significant financial disputes, your state attorney general’s consumer protection division. Keep all case numbers, agent names, and timestamps — a clear trail speeds formal reviews.

Practical scripts for common scenarios

Use concise, fact-based language when you first reach a live person. For example, for a missing item: “My order #12345678 (placed 08/15/2025) shipped via UPS, tracking number 1Z9999…, and the box arrived missing item SKU 54321; I have photos and the packing slip. Can you confirm if this is eligible for a replacement or refund today?” For refunds: “I returned item SKU 98765 via in-store drop-off on 07/20/2025; receipt shows return ID R-2025-0001. Can you confirm the refund processing date and merchant reference?”

Ask these specific questions: “What is the ticket or reference number for this call?”, “Who is my escalation manager and what is their email/extension?”, and “What is the estimated resolution time in hours or business days?” Having the agent repeat the reference back verbatim reduces errors and speeds follow-up.

Store-level concerns and in-person alternatives

For issues tied to a physical location (pickup, immediate returns, inventory), visit the store with the packing slip or screenshot and ask for a manager. Use the store locator to get direct store phone numbers and addresses; many problems are resolved same-day in person. Typical return policies allow in-store returns for online purchases with the packing slip or ID; confirm the policy at the time of visit because exceptions may apply to large furniture, electronics, or clearance items.

When an in-store resolution fails, document the manager’s name, the time of visit, and the outcome, then follow up with customer service by phone or online with that documentation. This creates a stronger record for reimbursement, credit card disputes or formal escalation steps.