Big Lots Customer Care: Complete, Practical Guide

Big Lots customer care is designed to solve order, delivery, return, rewards, and payment questions quickly—whether you shopped online or in-store. To save time, gather your order number, receipt, photos (for damaged/defective items), and the email/phone tied to your Big Rewards account before you reach out. This guide explains exactly how to contact the right team, what details to provide, how returns and refunds work, and how to escalate when needed.

If you need live help, call 1-866-BIG-LOTS (1-866-244-5687). For self-service and chat, use the Help Center at https://www.biglots.com/help. For in-person support, the store manager can resolve most store-level issues; find addresses and hours at https://www.biglots.com/store-locator. When contacting customer care, stick to one ticket or case number to avoid delays caused by duplicate requests.

How to Contact Big Lots Customer Care

Phone is the fastest route for time-sensitive issues like canceling an order shortly after purchase, rescheduling delivery, or reporting a missing package within a carrier deadline. Call 1-866-244-5687 from the phone number associated with your order or Big Rewards account so your details surface instantly. If you’re calling about a delivery, have the delivery date and window handy; for freight or “Big! Delivery,” you may be transferred to the delivery partner with a reference number.

Online support works well for order status questions, return-label requests, and general policy answers. Visit https://www.biglots.com/help to access FAQs, live chat (when available), and your order history. For store-specific issues—such as picking up a buy-online-pickup-in-store (BOPIS) order, verifying local stock, or resolving an in-store return—contact the store directly via the store locator at https://www.biglots.com/store-locator; ask for the manager on duty if the matter involves refunds, exchanges, or exceptions.

• Fastest for urgent matters: 1-866-BIG-LOTS (1-866-244-5687)
• Help Center, chat, and order lookup: https://www.biglots.com/help
• Store addresses, hours, and phone: https://www.biglots.com/store-locator

Order Issues: Online, In-Store, and Delivery

For online orders, you’ll receive an order confirmation shortly after checkout and a shipping confirmation with tracking once your items leave the warehouse. Cancellation is often possible only before the order reaches the “preparing to ship” stage—call immediately if you need to cancel or change an address. If your package is marked “delivered” but missing, report it to customer care within the carrier’s claim window (often 3–5 business days for investigation). Provide photos if you received the wrong item or something arrives damaged.

Large items (furniture and bulky goods) may ship via scheduled delivery. You’ll typically be offered a delivery date and a time window. If you need to reschedule, contact the delivery number provided in your confirmation email or call 1-866-244-5687 at least 24 hours before the appointment to avoid re-delivery fees. Inspect items upon delivery; note any visible damage on the delivery paperwork and take photos. Keep packaging and all parts until you confirm the item is problem-free, as packaging is often required for returns or exchanges.

Returns and Refunds Policy Essentials

Most items can be returned within 30 days with the original receipt or packing slip. For online purchases, start your return through the Help Center to generate a return label (where eligible) or return to a store for faster credit. Refunds are generally issued to the original form of payment; once processed, banks typically post the credit within 3–10 business days. Shipping and delivery fees are usually nonrefundable unless the return is due to a Big Lots error or a verified carrier issue.

There are exceptions: opened or assembled items, mattresses, clearance or “as-is” merchandise, seasonal items after the holiday, and consumables may have stricter conditions or be nonreturnable per local policy. If you don’t have a receipt, customer care can sometimes look up your purchase using your Big Rewards phone number or the card used for payment. Without proof of purchase, stores may offer an exchange or merchandise credit at the item’s lowest recent selling price, subject to ID verification and store manager approval.

Big Rewards and Price Adjustments

Big Rewards is the free loyalty program tied to your phone number/email. Sign up or manage your profile at https://www.biglots.com/rewards. Ensure your purchase is attached to your rewards account to simplify returns without a paper receipt, receive targeted coupons, and track offers. If an expected coupon or reward didn’t arrive, customer care can verify eligibility and reissue when appropriate; have your purchase date and store number (on receipt) ready.

Big Lots does not typically match competitor prices. For price adjustments on Big Lots’ own promotions, contact customer care or the store where you purchased during the active promotion period; approval depends on the specific offer terms and timing. Always keep your receipt, as adjustments generally require proof of purchase and are time-bound to the promotion window stated in the ad or signage.

Gift Cards, Payment Methods, and Financing

Physical and e-gift cards can be redeemed in-store and online. To check a gift card balance, use the gift card tools at https://www.biglots.com/help or ask a cashier at any store. Lost or stolen gift cards may not be replaceable without original proof of purchase; if you have the original receipt showing the card number and remaining balance, contact customer care for options.

Accepted payments typically include major credit/debit cards and Big Lots gift cards in-store and online, with digital wallets available in some channels. Selected locations accept SNAP/EBT for eligible grocery items—call your store to confirm. Financing options may include leasing or store credit managed by third-party partners; for account-specific questions (billing, credit limit, payments), contact the issuer listed on your statement or card materials, as the bank’s privacy rules prevent Big Lots from accessing your account details.

Accessibility, Special Assistance, and Escalations

If you need accessibility accommodations—such as assistance with large or heavy items, accessible carting, or help navigating aisles—ask the store manager on duty. For phone support, teletypewriter (TTY) users can connect via relay services; customer care will complete the call through your chosen relay provider. If language support is required, request a bilingual representative or use chat for written assistance.

For unresolved issues, document your interactions: dates, names, case numbers, and photos. Ask the representative to escalate to a supervisor or “customer relations” team and request an email confirmation of the plan. If you still cannot reach resolution after reasonable attempts, you can submit a detailed complaint via the Help Center contact form with attachments. Keep chargeback or third-party claims (e.g., with your bank or financing partner) as a last resort after working with Big Lots, since those processes can delay or complicate refunds already in progress.

What to Have Ready Before You Call or Chat

Being prepared shortens handle time and speeds up refunds or replacements. Use this checklist to avoid back-and-forth and to reduce verification questions.

• Order number, receipt, or packing slip; date of purchase and store number for in-store transactions
• Email and phone number used at checkout or tied to your Big Rewards profile
• Photos or short video showing product damage, defect, or missing parts (include packaging and shipping label)
• For delivery issues: scheduled date/time window, delivery partner name, and any reference/PRO number
• For returns: whether packaging is intact, whether the item is assembled/opened, and preferred return method (mail or store)
• For rewards/coupons: the offer name, code, expiration date, and where you received it (email, SMS, app)

Data Privacy and Scam Awareness

Only interact with official channels: the Help Center at https://www.biglots.com/help, the main site at https://www.biglots.com, and the customer care line at 1-866-244-5687. Big Lots will not ask for your full card number, CVV, or one-time bank codes over email, social DMs, or unsolicited calls. If someone requests payment via gift cards to “unlock a refund,” it’s a scam—end the interaction and contact Big Lots directly.

For suspected phishing or account compromise, change your Big Lots account password, enable multifactor authentication if available, and report the incident through the Help Center. If a fraudulent Big Lots charge appears on your card, contact your bank immediately to secure your account and then share the bank’s case number with customer care so they can note your profile and avoid contacting you about a transaction you’ve disputed.