Big Lots Customer Care: A complete, practical guide

Big Lots has supported value-focused shoppers since 1967, and its customer care model reflects a mix of national support resources and local, in‑store service. Whether you’re resolving an order issue, arranging a furniture delivery, or asking about returns, it helps to know which contact path gets you a faster, more complete answer. This guide consolidates the most reliable ways to reach Big Lots, what to expect, and how to prepare so your case is handled efficiently.

Because policies and hours can change, always confirm the latest details in the official Help Center before you take action. Links and phone numbers below go directly to Big Lots or its official partners to minimize delays and ensure your information is handled securely.

How to contact Big Lots Customer Care

For most customer service needs (orders, returns, delivery scheduling issues, rewards, store experiences), call Big Lots at 1‑866‑BIG‑LOTS (1‑866‑244‑5687). Phone support is the most direct path when you need to cancel an order quickly, adjust a delivery window, or resolve payment issues. If you’re calling about an in‑store purchase, keep your paper receipt; for online orders, have the order confirmation email available.

For self-service and case tracking, use the Help Center at help.biglots.com. You can search by topic (returns, shipping, rewards, furniture delivery) and open a ticket if you need written documentation or prefer not to call. For local questions—inventory checks, hold policies, or pickup status—contact your store directly via the Store Locator at biglots.com/store-locator; the listing shows phone numbers, hours, and directions.

• Phone (most issues): 1‑866‑BIG‑LOTS (1‑866‑244‑5687)
• Help Center (articles + web cases): help.biglots.com
• Store Locator (local store numbers/hours): biglots.com/store-locator
• Credit card account service (Comenity): comenity.net/biglots
• Main site (track orders, account, rewards): biglots.com

Returns, exchanges, and refunds

Big Lots generally allows returns of new, unused merchandise with proof of purchase. Online orders can typically be returned by mail or in store; in‑store purchases are returned to the store. If a product arrives damaged or defective, customer care can authorize a return or exchange and advise on next steps for bulky items (e.g., sofas, mattresses) that need carrier pickup rather than parcel shipping. Always retain original packaging until you confirm your item works and you are keeping it.

Time windows, restocking fees (if any), and category exceptions can change, so check the most current return policy in the Help Center before you ship anything back. For refunds, expect processing after the warehouse or store confirms the return; banks usually post the credit in 3–7 business days after Big Lots issues it. If you paid with a gift card or split payment, ask customer care to explain how your refund will be allocated to each method.

Orders, shipping, and Big! Delivery support

Track online orders from your Big Lots account under Order History or via the tracking link in your confirmation email. Small parcel shipments typically use national carriers; allow a short carrier scan-in delay after you receive tracking. If an item shows “delivered” but you cannot locate it, contact the carrier right away, then call Big Lots at 1‑866‑244‑5687 to document the issue; file within the time window listed in the Help Center so claim deadlines are not missed.

Large items (for example, Broyhill furniture, mattresses, or other bulky merchandise) may ship via Big! Delivery, a scheduled service handled by a delivery partner. You’ll receive a scheduling message (email/text) with a date range and options to reschedule. For missed appointments, concealed damage that appears during assembly, or partial deliveries, call customer care and reference the delivery order number. Keep photos of any damage and the packaging; many carriers require pictures to approve remedies.

Big Rewards, credit accounts, and gift cards

Big Rewards is Big Lots’ free loyalty program. Use your account at checkout in store or online to ensure purchases are tracked. If you are not seeing purchases in your history, verify that the phone number or email used at checkout matches your registered account. For sign‑in issues, password resets, or to merge duplicate accounts, start at biglots.com (Account/Sign in) and contact customer care if self‑service fails.

The Big Lots credit card is issued and serviced by Comenity. For balance inquiries, payments, statement questions, or to report a lost/stolen card, manage your account at comenity.net/biglots. Customer care at Big Lots can answer general questions about using the card in store, but account‑specific details (APR, fees, credit limit, disputes) are handled by Comenity directly for privacy and compliance reasons.

Escalations, store feedback, and complaint handling

For store issues (pricing discrepancies, service concerns, or returns), ask to speak with the store manager while you are on site. Managers are empowered to resolve most problems immediately. If you’ve left the store, call the location using biglots.com/store-locator and request a manager callback; document the date and time, and keep your receipt number handy.

If your case requires corporate follow‑up (complex delivery damage claims, warranty questions, or repeated failures to deliver), open a written case via help.biglots.com and ask for a case/reference number. Written cases create a paper trail and are helpful if you need to escalate further. If you are working against a bank or credit card chargeback deadline, inform customer care of that date so they can prioritize documentation.

• Have ready: order or receipt number, item SKU/description, photos (for damage), serial/model numbers (appliances/furniture), and your contact info.
• Note key dates: purchase date, delivery date, first report date, and any promised resolution dates.
• Keep everything: original packaging, accessories, manuals, and emails/texts until your case is fully resolved.

Practical timelines and tips

For most returns, allow 3–5 business days for Big Lots to process once the item is received back, plus your bank’s posting time (often 3–7 business days). For delivery damage claims, resolutions often depend on photos and carrier inspection; submitting clear, timestamped photos the same day you discover the issue speeds things up considerably.

If a promotion or coupon was used on the original order, ask customer care how it will affect your refund or exchange price before you proceed. For exchanges where price has changed, request a price adjustment scenario; policies vary by item category and timing and are detailed in the Help Center.

Data, privacy, and accessibility

For privacy requests (such as data access or deletion), start at the Privacy page linked in the footer of biglots.com to reach the correct form for your state and request type. Identity verification is required; responding promptly to verification emails prevents your request from expiring.

If you need accessibility assistance with the website or a digital order, you can reach customer care at 1‑866‑244‑5687 and request help completing a transaction or navigating policies. If your feedback concerns accessibility, let the agent know so it can be routed to the appropriate team.