Chemist Warehouse

APPALLING CUSTOMER SERVICE, LACK OF POLICY TRANSPARENCY & MISLEADING SIGNAGE. They won't let you try on knee brace & then don't let you return it when it's the wrong size. They have a tape measure, but you can't measure the height of the product & it is not listed on the package. The signage it right up the top of a 6ft shelf, so you don't even… Read more

see it.

They say they have a 7 day return policy, but it is nowhere in store & not on the receipt. The manager literally had to print off a policy from their back room & left me waiting for 10 mins while she had to try & find it!! She says it says it on the receipt. NO IT IS NOT!

On the way out the SMART BUTT AUSSIE ([photo Removed]) literally pulled out an ad from below the counter for a kids toy & pointed at the fine print & said it's here, while laughing. HELLO?! It is the fine print on an ad for a kids toy & not my product & you expect me to see the fine print from 5 metres away. WTH?! What a freaking joke!

How many other people have been ripped off in this way?!

I have been a very loyal customer to Chemist Warehouse for many years. Last week I bought cenovis woman vitamin 15 bottles and other products to send to family In overseas, it come to my schock they send me three months to expire date of 15 vitamin bottles. I called the customer service to return the product. They said they do not have policy to… Read more

return for vitamin and they do not recommend Customer to buy bulk for vitamin supplement but In their availability we can buy up to 20 unit in each vitamin . Now blaming the Customer for buying too much. The customer service woman told me that they can sell any vitamin supplement as long as they have more than one month expiry date. I told him to understand that it’s a lot of vitamin and this is scamming for me. unfortunately she can’t help me anything because her boss say no. For me this is a rip of a scam. They just wanna get rid of their almost expired product and not care about Customer. I never thought Chemist Warehouse would do that to a customer.

We ordered $74.15 cosmetics products online and after payment it was showing some of the product was out of stock. Later, I didn’t get any product and the amount was also not refunded.

Returned a product as was faulty when I took it home. Returned to store to exchange and manager refused and accused me of breaking the seal. This does not make sense as I am exchanging for another one then his attitude becomes arrogant. Don't need this for an item worth $4. Not shopping here again.

Awesome service with free delivery for purchase I made today- amazingly fast!

I have been on the phone for multiple hours and was promised by tegan kenworchy from customer service online that this will be resolved the way i wanted it, but it seems like no actions was taken. I spoke to tegan kenworchy about two weeks ago about an order i made, which items were all in stock when i ordered online during black friday, where i… Read more

got a significant cashback with my order. What happened after feels like a scam.

Turns out one of my items was claimed to be not in stock and they require me to either refund the item or cancel the order. Both ways i will not get my cashback as shopback/topcashback does not honour any cashbacks if the total of the order is changed.

when i spoke to the click and collect store, they said they are unable to do anything due to system limitations, even though i told them i was happy to wait for it to get back in stock. The item is still showing as in stock for the lane cove store right now - however they refuse to fulfil my order due to i guess, system limitations - This is according to Nuri from Lane Cove.

The worst part about this is when i spoke to Tegan from customer service, she said she will fix this for me and i can collect the rest of the items shortly but upon calling for an update with the store 2 weeks later, it is still waiting for 21 days to cancel it automatically.

It seems tegan was trying to just mark the customer service call as resolved and took me for a ride, when i was here waiting for the last 2 weeks, trusting her.

I recently purchased an item from Chemist Warehouse Kedron (Rode Rd & Gympie Rd) and unfortunately discovered when I got home that the box was torn and one of the two items inside was missing. It appeared to be old or damaged stock that had been put out during the Christmas period. When I called the store to report the issue, I didn’t receive an… Read more

apology or any acknowledgement of the inconvenience. I explained that I didn’t want a refund — I simply wanted the same product replaced. Instead of offering to check other Chemist Warehouse stores for stock, I was told the item “cannot be ordered anymore” and that I would need to come back to the store myself. Considering there are many Chemist Warehouse locations across Brisbane, I felt more effort could have been made to assist or at least reassure me.

The lack of customer care, especially during a busy season, was disappointing. A simple apology or an offer to check other stores would have made a big difference. I hope the store reviews its approach to customer service, particularly when dealing with faulty or incomplete products.

I got caught three times in one week: selling by deception, wrong prices marked, and being charged twice at the counter; twice prescription medicine was charged excessively, more than the printed price on the labels. When confronted, they refunded. But if you aren't noticing, they syphon money from consumers in big time. Show details

I'm shopping quite often at Glenquarie shopping centre. Normally the person over there always friendly and helpful but this perticular person who served me was so rude. I tell them that the price that you put was different than what was they charged me and i gave him the screen shot and he said i was lying. What the hack...instead of say sorry he… Read more

said i can proof it to you all the items was in the correct position tye customer was move item. How can customer move items so nicely like a display. So actually while he checked he moved all the stuff back. I dont want argue with him but insread of say sorry to customer he said that i was lying.. so bloody annoying. How can a person like that can work in tye customer service???

I visited Chemist Warehouse at Glen Waverley Kingsway to buy a product, and they refused both a price match and a refund. Before payment, the staff did not inform us that the item was non-refundable or that price matching could only be done before purchase. We bought three units of the same product, and within just 15 minutes, we found a huge… Read more

price difference at the store next door — enough to buy another bottle. Despite this, the store refused to offer a refund or honor a price match. Very disappointing experience — poor transparency and dishonest customer service.

They claimed “everyone can see our policy,” but where exactly? Not every counter even has the A4 notice they mentioned. The counter where I paid didn’t have it, and the staff never mentioned checking any policy. Later, I found two small A4 sheets posted on the side of the counter — so tucked away that I had to take a close-up photo just to read their dense and lengthy policy text. How can they expect every customer to see that? The counter is for payment, not for hunting hidden policies.

From a consumer’s perspective, this is misleading and deceptive, because I was never clearly informed that refunds were not allowed. They have a duty to inform customers before payment, not after the purchase when a problem arises.

When I pointed this out, the staff said, “We can’t tell every customer before they buy.” That’s a weak excuse for poor business ethics — that’s the point! I had no way of knowing before paying, and they used this “no-obligation” excuse to refuse me. But this is their responsibility — they have an obligation to clearly inform customers in advance.

To make things worse, one of the employees — an Indian woman with glasses working at the checkout counter — was extremely rude and impatient. She even tried to twist the situation and accuse me of being rude first, when in fact I was only upset because of her unprofessional attitude.

As someone working at the front counter — a customer service role — she should know how to handle customers properly. In such a situation, it’s completely normal for a customer to feel angry, and I believe anyone would feel the same if they encountered such hidden and deceptive practices.

She clearly didn’t have the authority to solve the issue, yet instead of calling the manager right away, she ignored my concern and tried to brush me off. It was only after I raised my voice out of frustration that she finally brought the manager to the front. And rather than addressing the issue properly, they tried to involve security to make me leave, which of course is much easier than actually solving the customer’s problem.

Overall: zero transparency, zero accountability, and terrible customer service. I have never seen a store that refuses both refund and price match like this.

Received my parcel this morning and would like to thankyou very much. You're tracking and communication was excellent as was Australia Post. Keep up the good work.

The latest update to the online ordering system is the worst EVER. After adding your products, select "click and collect" and choose the store that has all the products in stock. On to the details page, where you HAVE to enter an address, even though you are picking it up. Next, you're directed to the payment page, where a message appears stating… Read more

that not all products are available. Odd, they were one page ago... But you can't go back and change stores? The only option is to remove the products... EPIC FAIL.

The in-store experience is much better than the online one.

Chemist Warehouse Browns Plains Homemaker Centre Very poor customer service experience received today. Myself and my wife went in and purchased around $230 worth items including a dolche & gabbana perfume as a gift. The checkout operator placed the perfume upside down along with other things in the same bag. While handing over the bag to my wife… Read more

the bag accidently dropped on the floor,(wooden look vinyl planks). We didn't think that it would break the perfume as all perfume bottles have very thick bottle to prevent breakage. After unpacking our items at home we realized the perfume bottle was leaking so we took it back to the chemist warehouse. We spoke with a team member there and she went to see the owner(fiona). She said they checked cameras and we dropped the bottle on the ground and broke it. I explained it that it shouldn't have broken because it wasn't dropped from enough height and perfumes don't break easily. They had already opened the package and knew that it was broken with the bottle's spray nozzel caved in with impact. The perfume has clear writing on it which way is top and bottom but shop assistant packed it incorrectly therefore it was broken. Instead of offering any discount on a new bottle or exchange by understanding that it was a mistake from packaging(shop assistant) and handling from (our side) they refused any solution. I told them that it should be covered with your insurance as you are a big company this small amount shouldn't matter for such as big company and it was an accident, they said nothing can be done. We then paid for another bottle $99 and brought the broken one home and took photos. I would stay away from this place, which doesn't understand that accidents can happen and with cost of living not everyone has the ability to afford expensive mistakes like this

Misleading pricing. I purchased an Oral B iO2 elec toothbrush which was advertised as half price, costing just under $80. Unfortunately I thought Chemist Warehouse would be genuinely the best price. How stupid am I. An Ebay seller has the exact same product & free shipping for $50. The seller has 100% feedback on 15,000 sold items, ie, a genuine… Read more

seller. Another Ebay seller has them for $65. I now feel cheated. Who sets the Half Price/full pricing? Is it all a gimmick? Not sure that I will ever shop with CW again. I have sent a message to them, they responded saying they received my email, but heard nothing from them. NOT a happy customer. I now will see if they genuinely price match.

Bought a "ten" pack of Palmolive soap containing eight bars. Returned after realising this, after much ado was refunded. Next day the same rip off item had been returned to the shelf. Businesses go on about shoplifting but I would suggest they are way in front with their mislabeling and "mistakes" that are always, always to the benefit of the business. It is pure theft, just like the shoplifters. Show details

BUYER BEWARE! Purchased 180mg Telfast 30 tablet pack. Got home to find that there were only 10 tablets in the pack. It seems that people are stealing the inside blister packs. Had to return to the store to have ours replaced. There are no security seals on the packaging.