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Big Lots Customer Service, Returns and Store Complaints

Big Lots customer service can help with store complaints, returns, refunds, damaged merchandise, furniture, weekly-deal pricing, gift cards and lease-to-own purchases. The Big Lots business changed ownership after its 2024 bankruptcy, so current support information and store locations differ substantially from older Big Lots listings.

How to Contact Big Lots Customer Service

Big Lots Customer Care email: biglotscustomercare@vwstores.com
Official contact page: Contact Big Lots
Find a current Big Lots store: Big Lots Store Locator
Weekly deals: View current Big Lots deals
Official website: BigLots.com
Customer Care mailing address: Big Lots Customer Care, P.O. Box 947, Henderson, NC 27536

Big Lots HQ address: 4900 E. Dublin Granville Road, Columbus, OH 43081
Current operator: Variety Wholesalers, Inc.
Variety Wholesalers privacy and customer-care line: 1-252-430-2600
Privacy-line hours: Monday through Friday, 9 a.m. to 5 p.m. Eastern Time
Current privacy policy: Big Lots and Variety Wholesalers Privacy Notice

The former Big Lots telephone number, 1-866-BIG-LOTS or 1-866-244-5687, is not currently published on the relaunched company’s official contact page. Do not assume that older telephone numbers, support hours, online-account links or corporate contacts still reach the current operator.

Best Big Lots Support Route by Issue

Store purchase or return: Contact the store shown on the receipt and ask for the manager.
Product availability: Call the local store before traveling because inventory varies by location.

Damaged or defective item: Keep the receipt, packaging and photos and report the problem to the selling store promptly.
Furniture or mattress complaint: Contact the selling store with the item number, delivery information and photographs.
Weekly-deal or shelf-price problem: Ask the store manager to review the current advertisement, shelf label and register price.

Customer Care escalation: Email biglotscustomercare@vwstores.com.
Progressive Leasing account: Contact Progressive Leasing at 1-877-898-1970.
Pre-bankruptcy gift card, reward or online order: Explain that the issue concerns the former Big Lots business and provide the original dates and documentation.
Privacy or marketing request: Use the privacy-policy contact route or call 1-252-430-2600.
Product safety or recall: Stop using the product when appropriate and check the manufacturer and Consumer Product Safety Commission.

Information to Have Before Contacting Big Lots

Store location, city and state
Purchase, visit, pickup or delivery date
Original receipt or other proof of purchase
Item name, SKU, model or product number
Price paid and advertised price
Payment method
Gift-card receipt when applicable
Furniture or mattress paperwork
Progressive Leasing agreement when applicable
Photos of damaged, incomplete or incorrect merchandise
Photos of shelf labels or weekly advertisements
Name or title of the store manager already contacted
Previous Customer Care email or response
A concise timeline and requested resolution

Do not publicly post complete receipt numbers, gift-card numbers, payment-card information, driver’s-license details, home addresses, private phone numbers or employee personal information.

Big Lots Is Now Operated by Variety Wholesalers

The former Big Lots business entered bankruptcy in 2024. Big Lots assets were purchased in 2025, and the relaunched Big Lots stores are operated by Variety Wholesalers, Inc.

The current Big Lots business is therefore different from older Big Lots, Inc. listings involving:

The former public company
Old nationwide telephone support
The former online ordering platform
Old Big Rewards accounts
Pre-bankruptcy gift cards
Former store credit cards
Closed or liquidated stores
Old warranties and service plans

Include the purchase date when contacting Customer Care so the company can determine whether the issue involves the current operator or the former bankruptcy estate.

How to Find an Open Big Lots Store

The current Big Lots website says the relaunched chain operates approximately 219 stores in 15 states. Many former Big Lots locations permanently closed, changed operators or were converted to another retailer.

Before visiting:

Use the official Big Lots store locator.
Confirm that the location appears on BigLots.com.
Call the store using the number shown in the current locator.

Confirm store hours.
Ask whether the particular product is currently available.
Ask whether the store can handle the intended return or exchange.

Older map listings and search results may show closed stores, former phone numbers or outdated hours.

Big Lots Product Availability

Big Lots sells closeouts and changing selections of furniture, home goods, apparel, electronics, toys, food, seasonal products and everyday items. Inventory can differ significantly among stores.

An item appearing on the website or in a weekly advertisement may:

Be available only at participating stores
Have limited quantities
Sell out before the advertising period ends
Differ slightly from the image shown
Be excluded from certain promotions
Require store pickup or separate delivery arrangements

Call the store with the product name or item number before making a long trip. Do not assume that another Big Lots location has the same inventory.

Current Big Lots Return and Exchange Policy

The relaunched Big Lots website does not currently publish one detailed chain-wide return table covering every product, receipt type and return deadline.

The applicable rules may depend on:

The store where the item was purchased
The purchase date
The product category
Whether the item was clearance or final sale
Whether the item was used, opened or assembled
Whether the original packaging is available
Whether the customer has a receipt
The payment method
The manufacturer’s warranty
The terms printed on the sales or lease agreement
Applicable state law

Review the receipt and posted store policy before purchasing. Ask the store manager for the specific return deadline and available remedy when the policy is unclear.

Returning an Item With a Receipt

Bring:

The original receipt
The complete product
All parts, accessories and manuals
The original packaging when available
The original payment method
Identification if requested under the store’s fraud-prevention policy

Ask whether the approved remedy will be a refund to the original payment method, exchange or store credit. Keep the return receipt until the refund appears.

Big Lots Returns Without a Receipt

A return without a receipt is not guaranteed. The store may need to verify the transaction or may limit the remedy based on its current policy.

Possible proof of purchase can include:

A payment-card statement
A gift receipt
A furniture or lease agreement
A delivery or pickup document
An email or text confirmation

The company’s privacy notice says identification may be collected when processing a return or refund. Providing identification does not guarantee that the return will be accepted.

Damaged, Defective or Incorrect Merchandise

Report a damaged, defective, incomplete or incorrect item as soon as possible.

Stop using the product if continued use could cause injury or further damage.

Photograph the complete item and affected area.
Keep the box, labels and packaging.
Locate the receipt and product number.
Contact the selling store.
Ask for the store manager if the first employee cannot resolve the issue.
Request the proposed remedy in writing when practical.
Email Customer Care if the store does not address the documented problem.

Do not discard a defective part or arrange an expensive repair before the store or manufacturer has had an opportunity to review the claim.

Big Lots Furniture and Mattress Complaints

Furniture and mattress purchases may involve separate return, warranty, delivery or lease terms.

Before purchasing, confirm:

Whether the item is final sale
Whether returns are allowed after pickup or delivery
Whether assembly is included
Whether delivery is provided by Big Lots or a third party
The delivery charge
Whether the customer must be present
Who handles damage claims
What warranty applies
Whether mattress comfort exchanges are offered
Whether lease-to-own terms apply

Get verbal promises about delivery, assembly, pickup, returns or warranties added to the written agreement before paying.

Furniture Delivery and Third-Party Delivery Services

Furniture delivery may be arranged locally or through a third-party provider. Confirm who is responsible before the item leaves the store.

Ask:

What company will deliver the merchandise?
Is the delivery fee paid to the store or directly to the driver?
Does delivery include bringing the item inside?
Does it include assembly?
Will packaging be removed?
Who is responsible for property damage?
What happens if delivery is missed or rescheduled?
Who should be contacted about damage discovered after delivery?

Inspect large merchandise before signing. Note visible damage, missing pieces or incorrect items on the delivery paperwork.

Big Lots Pickup Problems

For an item being picked up at a store:

Confirm the item is physically ready before renting a vehicle.
Verify dimensions and weight.
Inspect cartons and furniture before leaving.
Confirm all boxes and components are included.
Use an appropriate vehicle and secure the load.
Keep pickup paperwork.

Damage caused during customer transportation may be treated differently from damage present before pickup.

Weekly Deals, Price Signs and Register Errors

Current advertisements commonly state that quantities are limited and selection varies by store.

For a pricing dispute:

Photograph the shelf label or sign.
Save the current weekly advertisement.
Confirm the item number, size and model.
Check the promotional dates.
Ask the cashier to verify the offer.
Ask the store manager to review the discrepancy.
Keep the receipt if the transaction is completed.
Email Customer Care if the written offer remains unresolved.

A comparison statement such as “they charge” may refer to another retailer’s price rather than a guaranteed price match. Read all advertisement qualifications.

Former Big Lots Online Orders

The former Big Lots business operated a larger e-commerce and online-account system. The current Big Lots website primarily emphasizes stores, product listings and weekly deals.

If a complaint involves an older online order, provide:

Original order number
Order date
Email address used
Amount paid
Delivery or return records
Refund confirmation
Bank or card statement

State clearly that the transaction occurred before or during the bankruptcy transition. The current operator may not have access to every record or responsibility belonging to the former company.

Old and Current Big Lots Gift Cards

Gift-card treatment can depend on when and by whom the card was issued.

Pre-bankruptcy card: Do not assume that an older Big Lots card remains valid at a relaunched store.
Current promotional card: Review the terms supplied with the card or promotion.

Store refusal: Ask the manager whether the card belongs to the former company or current operator.
Customer Care request: Provide the purchase date and receipt, but keep the complete card number private.

The current public website does not display a comprehensive gift-card balance and terms center. Contact the local store or Customer Care before relying on an older balance.

Big Rewards and Old Coupons

The current Big Lots site does not advertise the former Big Rewards program as an active customer-account system.

Do not assume that the following transferred to the relaunched company:

Old rewards memberships
Unused coupons
Purchase history
Birthday offers
Online-account information
Former rewards certificates

Current discounts and promotions should be confirmed through the weekly-deals page or local store.

Big Lots Progressive Leasing

Current Big Lots advertisements offer Progressive Leasing on selected merchandise.

Progressive Leasing customer service: 1-877-898-1970
Progressive Leasing contact page: Account and payment support
Customer-service hours: Monday–Friday, 8 a.m.–7 p.m. Eastern; Saturday and Sunday, 10 a.m.–6 p.m. Eastern

Lease-to-own is not the same as a traditional retail purchase or credit-card account. Progressive Leasing states that:

Not all applicants are approved.
It may obtain information from credit bureaus.
A traditional credit history may not be required.
Lease ownership costs more than the retailer’s cash price.
Only selected merchandise qualifies.
Customers may have an early-purchase option.
Customers may return the merchandise and cancel the lease according to the agreement.

Review the total cost, payment schedule, early-purchase amount and return procedure before signing.

Returning Merchandise Under a Progressive Lease

Contact Progressive Leasing before returning leased merchandise to the store.

Review the lease agreement.
Call Progressive Leasing.
Ask for the approved return process.
Confirm where the merchandise must be returned.
Ask when future payments will stop.
Obtain a return or cancellation confirmation.
Keep the store receipt and Progressive case number.

Returning an item to a store without completing the leasing company’s process may not automatically close the lease account.

Product Recalls and Safety Complaints

For a possible recalled or unsafe product:

Stop using it when continued use could present a hazard.
Record the brand, model, SKU and date code.
Photograph the product and label.
Check the manufacturer’s website.
Search the Consumer Product Safety Commission recall database.
Contact the store and manufacturer.

Do not continue using unstable furniture, damaged electrical products, overheated batteries, recalled children’s products or merchandise that presents a fire, shock, choking or tip-over hazard.

How to Escalate a Big Lots Complaint

Contact the store involved.
Ask for the manager.
Provide the receipt, product information and requested resolution.
Ask for the manager’s written decision when practical.
Email biglotscustomercare@vwstores.com.
Include the store location, dates, photos and prior response.
Keep the Customer Care email thread.
Mail a concise escalation to P.O. Box 947, Henderson, NC 27536 if email does not resolve the matter.
Use the Columbus HQ address only for an appropriate final corporate communication.

Do not send merchandise, original receipts, gift cards or irreplaceable documents through the mail unless Big Lots provides written instructions.

Privacy and Marketing Requests

Variety Wholesalers’ privacy notice covers Big Lots and its other retail banners.

For a privacy or marketing request:

Call 1-252-430-2600, Monday–Friday from 9 a.m.–5 p.m. Eastern.
Write to Variety Wholesalers, Inc., Attn: Customer Service – Privacy Notice, P.O. Drawer 947, Henderson, NC 27536.
Use the unsubscribe link in a promotional email.
Text STOP to the number shown in the company’s marketing message when opting out of texts.

The privacy number is not necessarily the fastest route for an ordinary store return or furniture complaint.

Unfamiliar Big Lots Charges

Before reporting an unfamiliar transaction, compare it with:

An in-store merchandise purchase
A furniture deposit or balance
A delivery charge
A Progressive Leasing payment
A gift-card purchase
A delayed transaction from another household member
A transaction involving the former Big Lots business

Contact the store, Customer Care or leasing provider for an itemized explanation. Contact the bank or card issuer promptly if a completed charge remains unauthorized.

Big Lots Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently shows 0 visible Big Lots reviews. There is not enough CSN review data to identify reliable current trends involving the relaunched stores, returns, furniture, gift cards, leasing or customer service.

Helpful reviews may describe the store location, purchase date, issue, support route used, how long the response took and whether Big Lots resolved the complaint.

Fake Big Lots Websites and Support Scams

Use BigLots.com and the current official store locator.
Be cautious with fake liquidation websites and going-out-of-business advertisements.
Verify that a claimed Big Lots store is currently open.
Do not provide passwords, verification codes, complete card numbers or gift-card numbers to an unexpected caller.

Do not allow an unknown support representative to remotely control a device.
A legitimate refund should not require gift cards, cryptocurrency, wire transfer or payment to an individual.
Do not publicly post receipts, identification, payment details, home addresses or private employee information.

A review submitted here does not begin a return, issue a refund, file a lease cancellation or contact Big Lots.

Related Customer Service Numbers Pages

Related Corporate Office Help

Big Lots Corporate Office Headquarters

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share service experiences since 2004. We independently organize current support routes, store information, return guidance, leasing contacts and complaint-escalation resources.

We are not owned by Big Lots, Variety Wholesalers, the former Big Lots entities, Gordon Brothers, Progressive Leasing, any Big Lots store, gift-card provider, delivery company or bankruptcy administrator.

Share Your Big Lots Customer Service Experience

Have you contacted a current Big Lots store or Customer Care about a return, refund, damaged product, furniture purchase, gift card, weekly deal, Progressive lease or old Big Lots transaction? Leave a factual review below and explain which support route you used and whether the issue was resolved.

Comments are moderated. Do not include complete receipt numbers, payment information, gift-card numbers, driver’s-license details, home addresses, private phone numbers, email addresses or names of individual employees.

Last Updated: July 11, 2026

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with Big Lots, Variety Wholesalers, the former Big Lots entities, Gordon Brothers, Progressive Leasing, any Big Lots store, delivery company, gift-card provider or bankruptcy administrator. Big Lots does not provide customer support through this website.

Store locations, inventory, prices, return rules, refund methods, gift-card treatment, leasing offers, customer-care contacts and bankruptcy procedures can change. Review the current receipt, store policy, lease agreement, manufacturer warranty and official Big Lots information for controlling terms.

This page cannot approve a return, issue a refund, validate a gift card, cancel a lease, locate inventory, decide a bankruptcy claim or resolve a product-safety emergency. It is not legal, financial, bankruptcy, credit, leasing, product-safety or payment-dispute advice.

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