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Big W backflips on major pricing call after customer outrage

The Aussie discount store has introduced changes to help struggling customers.

Big W customer shopping in store
Big W has walked back unpopular changes to its lay-by service. (Source: Getty)

Big W has announced a number of changes designed to "help ease the pressures" on household budgets, including a decision to drop lay-by fees just over a year after hiking costs associated with the popular service.

In September 2022, shoppers slammed the retailer after its lay-by fee increased from $5 to $15, and the lay-by cancellation fee jumped from $12 to $20.

In a move that's been welcomed by Big W customers around the country, the store's lay-by fee has now been reduced to just $3. This will apply to all standard 10-week lay-bys.

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When the fees were increased last year, Big W blamed "the number of orders that are later cancelled" and said the change was necessary to ensure lay-by could still be offered as a payment option.

"About time the lay-by fee was dropped. It was an absolute joke," wrote one customer in a Facebook group for Big W fans following this week's announcement.

Exclusive prices for Everyday Rewards members

Everyday Rewards members will now also be able to access exclusive discounts on select products in Big W stores as part of the loyalty scheme's recently announced Member Prices program. Applicable products will be tagged with an orange Everyday Rewards Member Price ticket and will vary across stores.

The first Member Price discounts are available from Thursday 12 October, with 40 per cent off Halloween decorations and costumes, and select tech and craft products.

Christmas savings on offer

In a further win for Aussie bargain hunters, Big W also announced price drops on 1,700 products in their Everyday Essentials range, including homewares, toys and clothing.

The budget retailer also launched new summer products priced below $20, with many going for less than $10. The low-cost collections include adult and children's clothing, shoes, homewares and Christmas items.

Big W listening to 'struggling' customers

"Customers are telling us they are struggling to make ends meet, and keeping to a budget is on their minds, especially as we approach Christmas," said Big W's Managing Director Daniel Hake.

"We know we have more work to do, but we've made some changes to help ease the pressures and are working hard every day to make it easy to shop, especially now."

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