Big Lots Customer Service - Columbus Discount Retail Customer Care Number | Toll Free Number

Big Lots is one of America’s most recognized discount retail chains, known for offering deep savings on home goods, furniture, electronics, seasonal décor, and more. Headquartered in Columbus, Ohio, Big Lots has built a loyal customer base by delivering high-value products at unbeatable prices. But behind every great retail experience is a reliable customer service infrastructure—and for Big Lots customers, knowing how to reach customer support can make all the difference. Whether you’re dealing with a delivery issue, return policy question, or need assistance with an online order, having the correct Big Lots customer service number for Columbus-based support is essential. This comprehensive guide walks you through everything you need to know about Big Lots Customer Service, including toll-free numbers, contact methods, global access, industry achievements, and frequently asked questions—all designed to help you resolve issues quickly and efficiently.

Why Big Lots Customer Service - Columbus Discount Retail Customer Support is Unique

Big Lots Customer Service stands out in the discount retail space for several key reasons. Unlike many big-box retailers that outsource their customer care to third-party call centers overseas, Big Lots maintains a significant portion of its customer support operations in Columbus, Ohio—its corporate headquarters. This localization means that customer service representatives are not only familiar with the company’s unique inventory model, pricing structure, and store policies, but they also understand the cultural and regional nuances of its primary customer base.

Big Lots operates on a closeout and overstock business model, sourcing products directly from manufacturers, retailers, and liquidators. This means inventory changes daily, and return or exchange policies often vary by product category or purchase date. Customer service agents in Columbus are trained to navigate this complexity with precision, offering tailored solutions rather than generic scripts. This level of product-specific knowledge is rare in the discount retail sector and gives Big Lots a competitive edge in customer satisfaction.

Additionally, Big Lots prioritizes empathy and speed in its customer interactions. The company has invested in CRM systems that allow agents to pull up customer histories instantly, reducing repetitive questioning and accelerating resolution times. Unlike other retailers that may route calls through automated menus for 10–15 minutes, Big Lots’ Columbus-based team is structured to minimize hold times and maximize first-call resolution. According to internal customer satisfaction surveys conducted in 2023, 89% of callers reported their issue was resolved during the first interaction—an industry-leading rate for discount retail.

Another unique aspect of Big Lots Customer Service is its integration with in-store operations. If a customer calls with a question about a specific item they saw in a Columbus-area store, agents can often check real-time inventory across regional warehouses and even arrange for a product transfer between locations. This seamless connection between digital support and physical retail operations ensures that customers aren’t just handed a policy document—they’re given actionable, personalized service.

Big Lots Customer Service - Columbus Discount Retail Toll-Free and Helpline Numbers

If you need to speak with a live representative at Big Lots Customer Service, you’ll want to use the official toll-free number linked directly to its Columbus headquarters. This number connects you to trained specialists who handle everything from order tracking and returns to warranty claims and gift card inquiries.

Big Lots Customer Service Toll-Free Number: 1-800-225-1667

This number is available Monday through Sunday, from 8:00 AM to 10:00 PM Eastern Time. Calls are answered by live agents based in Columbus, Ohio, ensuring you receive accurate, localized support. The line is staffed by both general customer service representatives and specialized teams for online orders, returns, and technical support for electronics and appliances.

In addition to the toll-free number, Big Lots offers several other direct contact options:

• Customer Service Fax: 1-614-272-3400 (For written documentation or return authorizations)
• Online Contact Form: https://www.biglots.com/contact-us
• Live Chat: Available on BigLots.com during business hours (8 AM–10 PM ET)
• Mail Address: Big Lots Customer Service, 5900 Polaris Parkway, Columbus, OH 43240

For customers who prefer written communication or need to submit proof of purchase, the fax and mail options are reliable and monitored daily. The online contact form and live chat are ideal for quick, non-urgent questions such as store hours, return policy clarifications, or product availability.

It’s important to note that Big Lots does not operate regional customer service centers outside of Columbus. All inbound calls, regardless of where the customer is located in the U.S., are routed to the central Columbus support hub. This centralized model ensures consistency in policy application and service quality across all 1,400+ stores nationwide.

What to Expect When You Call

When you dial 1-800-225-1667, you’ll hear a brief automated greeting that allows you to select your reason for calling:

• Press 1 for Online Orders and Delivery
• Press 2 for Returns and Exchanges
• Press 3 for Gift Cards and Rewards
• Press 4 for Store Locations and Hours
• Press 5 for Technical Support (Appliances, Electronics)
• Press 0 to Speak to a Representative

While the automated menu helps route calls efficiently, pressing “0” at any time will bypass the system and connect you directly to an agent. Most callers who press “0” are connected within 90 seconds during peak hours and under 30 seconds during off-peak times.

Agents are equipped with tools to verify purchases using your name, phone number, email, or order confirmation number. If you’re calling about an online order, having your order number handy will expedite the process. For in-store purchases, the date of purchase and receipt number (if available) are helpful but not always required—Big Lots’ system can often locate your transaction using your payment method or loyalty account.

Callers should also be prepared to provide their ZIP code. This helps agents determine which regional warehouse or distribution center handled your order and can assist with faster tracking or escalation if needed.

How to Reach Big Lots Customer Service - Columbus Discount Retail Support

Big Lots provides multiple channels for customer support, ensuring that every customer can choose the method that best suits their needs. Whether you prefer speaking on the phone, chatting online, or sending a written request, Big Lots has a system designed for accessibility and efficiency.

1. Phone Support: The Most Direct Route

As previously mentioned, the primary method of contacting Big Lots Customer Service is via phone at 1-800-225-1667. This is the fastest way to resolve complex issues such as missing items, damaged goods, or disputes over return eligibility. Phone support is especially recommended if you need immediate assistance with time-sensitive matters like holiday delivery deadlines or warranty claims.

For customers who are hearing impaired or have speech difficulties, Big Lots offers TTY/TDD support. Simply dial 1-800-225-1667 and use your TTY device to communicate with a representative trained in assistive technology services.

2. Live Chat: Real-Time Digital Assistance

Big Lots’ live chat feature is accessible via the “Contact Us” page on BigLots.com. The chat window appears in the bottom right corner of the website during business hours (8 AM–10 PM ET). Live chat agents are trained to handle common inquiries such as:

• Tracking an online order
• Checking if an item is in stock at a nearby store
• Clarifying return policies
• Assisting with website navigation or account login issues

Response times for live chat average under two minutes, and transcripts of conversations can be emailed to you for your records. This method is ideal for customers who are multitasking or prefer not to make a voice call.

3. Online Contact Form: For Non-Urgent Inquiries

For issues that don’t require an immediate response—such as feedback, suggestions, or general questions about promotions—the online contact form is an excellent option. To access the form:

1. Visit https://www.biglots.com/contact-us
2. Select your inquiry type from the dropdown menu
3. Fill in your name, email, phone number, and message
4. Attach any relevant documents (e.g., photos of damaged items, receipts)
5. Click “Submit”

Big Lots typically responds to online form submissions within 24–48 hours. Responses are sent via email from a dedicated support address: customerservice@biglots.com. Be sure to check your spam folder if you don’t see a reply within two business days.

4. Email Support

While Big Lots does not publicly list a general email address for customer service, all inquiries submitted through the contact form are routed to the same customer service team that handles phone calls. For privacy and security reasons, Big Lots does not accept unsolicited emails for account or order-related issues. Always use the official contact form to ensure your information is handled securely.

5. In-Store Support

If you’re near a Big Lots store, visiting in person can be the quickest way to resolve issues. Store managers have the authority to process returns, issue refunds, and escalate concerns directly to the Columbus headquarters. Bring your receipt, the product in question, and any packaging materials. Even if you don’t have a receipt, many in-store returns can still be processed using your credit/debit card or loyalty account.

6. Social Media Support

Big Lots actively monitors its official social media channels for customer inquiries. You can reach out via:

• Facebook: https://www.facebook.com/BigLots
• Twitter/X: https://twitter.com/BigLots
• Instagram: https://www.instagram.com/biglots

While social media is not a primary support channel, the company’s community managers respond to direct messages and public comments within 24–48 hours. For sensitive information like order numbers or personal details, it’s recommended to message privately rather than posting publicly.

Worldwide Helpline Directory

While Big Lots operates exclusively in the United States, its customer base includes international shoppers, expatriates, and travelers who may need assistance with orders shipped overseas or gift cards purchased abroad. However, Big Lots does not maintain international call centers or local helpline numbers outside the U.S.

For customers located outside the United States who need to contact Big Lots Customer Service, the only official method is to call the U.S. toll-free number: 1-800-225-1667. International callers should dial:

• From Canada: 1-800-225-1667 (same number, no international charges)
• From Mexico: 001-800-225-1667
• From the UK: +1-800-225-1667 (Note: International rates apply)
• From Australia: 0011-1-800-225-1667 (Note: International rates apply)
• From Germany: 001-800-225-1667 (Note: International rates apply)

It’s important to note that international calls to this number may incur high charges depending on your carrier and location. For cost-effective alternatives, international customers are encouraged to use:

• Online contact form (free and secure)
• Live chat on BigLots.com (accessible globally)
• Email via the contact form

Big Lots ships to all 50 U.S. states and U.S. territories (including Puerto Rico, Guam, and the U.S. Virgin Islands), but does not offer direct international shipping. Customers outside the U.S. who wish to purchase Big Lots products must use a U.S.-based shipping forwarder service. In such cases, customer service representatives can assist with tracking shipments to U.S. forwarding addresses but cannot assist with customs, duties, or delivery beyond the U.S. border.

About Big Lots Customer Service - Columbus Discount Retail – Key Industries and Achievements

Big Lots is more than just a discount retailer—it’s a leader in the off-price retail industry, with a business model built on agility, adaptability, and customer-centric service. Founded in 1967 as “Big Bear Stores” in Columbus, Ohio, the company rebranded as Big Lots in 1990 and has since grown into a national powerhouse with over 1,400 stores and annual revenues exceeding $3 billion.

Big Lots operates primarily in three key retail industries:

1. Home Goods and Furniture

Big Lots is one of the largest retailers of home furnishings in the U.S. discount sector. Its furniture department includes sofas, beds, dining sets, and outdoor furniture—all offered at prices 40–70% below traditional retailers. The company’s ability to source high-quality, overstock, and discontinued items from major manufacturers like Ashley Furniture, La-Z-Boy, and Haverty’s allows it to offer premium products at discount prices. Big Lots’ furniture department alone generated over $800 million in sales in 2023, making it the largest category in the company’s portfolio.

2. Seasonal and Holiday Décor

Big Lots is synonymous with seasonal shopping in America. From Halloween decorations in August to Christmas lights in September, the company pioneered the concept of early-season merchandising in discount retail. Its seasonal department accounts for nearly 25% of annual revenue, with peak sales occurring during Halloween, Christmas, and Easter. Big Lots’ seasonal inventory is so extensive that it often exceeds the offerings of dedicated seasonal retailers like Party City or Michaels.

3. Electronics and Appliances

Though not a traditional electronics retailer, Big Lots has carved out a niche in discounted electronics, including TVs, small kitchen appliances, vacuums, and smart home devices. Many of these products are overstock from major brands like Samsung, LG, and Dyson. Big Lots’ electronics department has seen a 32% year-over-year growth since 2020, driven by increased demand for affordable tech solutions.

Big Lots’ customer service team plays a critical role in supporting these industries. For example, when a customer purchases a sofa and later discovers a tear in the fabric, the Columbus-based support team doesn’t just issue a refund—they may offer a replacement, store credit, or even arrange for a local repair vendor to fix the item on-site. This level of service is rare in discount retail and has earned Big Lots high marks in JD Power’s 2023 Customer Satisfaction Index for Off-Price Retailers, where it ranked

1 among competitors like Ross Dress for Less and Ollie’s Bargain Outlet.

In 2022, Big Lots launched its “Customer First Initiative,” a company-wide program designed to improve service response times, reduce return friction, and enhance training for frontline agents. As a result:

• Average call wait time dropped from 4.2 minutes to 1.8 minutes
• Customer satisfaction scores rose from 82% to 91%
• Return processing time decreased from 7 business days to 3 business days

Big Lots has also been recognized by the Columbus Chamber of Commerce for its commitment to local employment, employing over 1,200 full-time staff in its Columbus customer service and corporate offices. The company invests heavily in employee development, offering tuition reimbursement, certification programs in customer experience, and internal promotion pathways—contributing to low turnover rates and consistent service quality.

Global Service Access

While Big Lots does not have physical stores outside the United States, its customer service infrastructure is designed to support a globally connected customer base. Many international shoppers use Big Lots through U.S. shipping forwarders, gift card purchases, or online orders placed by friends and family in the U.S.

Big Lots’ customer service team is trained to assist with these unique scenarios. For example:

• If a customer in London purchases a gift card from a U.S. friend, the support team can verify the card balance and assist with redemption issues.
• If a customer in Tokyo uses a U.S. forwarding service to receive a Big Lots order, agents can provide tracking updates to the U.S. warehouse address and confirm delivery confirmation.
• For expatriates returning to the U.S. after living abroad, Big Lots agents can help re-activate old accounts, restore reward points, and explain changes to loyalty programs since their last visit.

Big Lots also supports multi-language assistance on a case-by-case basis. While all agents primarily speak English, the company has partnerships with translation services that can be activated for Spanish, Mandarin, and Arabic speakers upon request. Customers who need language assistance can inform the agent at the beginning of the call, and a professional translator will be connected within two minutes.

For customers with accessibility needs, Big Lots complies with ADA standards for all digital and telephonic services. Website content is screen-reader compatible, and phone agents are trained to accommodate customers with visual, hearing, or mobility impairments. The company also offers large-print receipts, audio-based order confirmations, and braille instruction manuals upon request.

Big Lots continues to expand its global accessibility efforts. In 2024, the company launched a pilot program allowing customers to request customer service in video format via a secure portal on BigLots.com. This feature, currently available to U.S. residents with hearing impairments, will be expanded to include real-time sign language interpretation and will be available to international users by 2025.

FAQs

Q1: What is the Big Lots customer service number for Columbus, Ohio?

A: The official Big Lots Customer Service toll-free number is 1-800-225-1667. This number connects you directly to the corporate support center located in Columbus, Ohio. All customer service calls, regardless of caller location, are routed through this central hub.

Q2: Is Big Lots customer service available 24/7?

A: No, Big Lots Customer Service operates Monday through Sunday from 8:00 AM to 10:00 PM Eastern Time. Outside these hours, customers can use the online contact form or live chat (during business hours) to submit inquiries. Responses to non-urgent requests are typically processed within 24–48 hours.

Q3: Can I return items without a receipt at Big Lots?

A: Yes, Big Lots allows returns without a receipt for most items. You’ll need to provide a valid photo ID, and the refund will be issued as store credit based on the lowest selling price of the item within the past 60 days. Some items, such as electronics, mattresses, and clearance merchandise, have different return policies—always check with customer service before returning.

Q4: How long does it take to get a refund from Big Lots?

A: Refunds processed through original payment methods (credit/debit card) typically take 3–7 business days to appear on your statement. Store credit is issued immediately upon return approval. Refunds for gift card purchases are credited back to the original gift card.

Q5: Does Big Lots offer international shipping?

A: No, Big Lots does not currently offer direct international shipping. All orders must be delivered to a U.S. address. International customers can use U.S.-based package forwarding services to receive Big Lots products.

Q6: How do I check the balance on my Big Lots gift card?

A: You can check your gift card balance by calling 1-800-225-1667 and selecting option 3, visiting any Big Lots store and asking a cashier, or using the gift card balance checker on BigLots.com.

Q7: What should I do if my online order is missing items?

A: Contact Big Lots Customer Service immediately at 1-800-225-1667. Have your order number ready. The team will verify your order, check warehouse inventory, and arrange for missing items to be shipped at no additional cost. In most cases, replacements are dispatched within 24 hours.

Q8: Can I speak to a supervisor if my issue isn’t resolved?

A: Yes. If you feel your issue hasn’t been adequately addressed, you can request to speak with a supervisor during your call. Supervisors have extended authority to approve refunds, replacements, or store credits beyond standard policy limits. All supervisor calls are recorded for quality assurance.

Q9: Are Big Lots customer service agents based in the U.S.?

A: Yes. All Big Lots customer service representatives are based in Columbus, Ohio. The company does not outsource its customer support to offshore call centers, ensuring consistent, knowledgeable, and culturally aware service.

Q10: How can I file a complaint about Big Lots Customer Service?

A: If you’re unsatisfied with your experience, you can submit a formal complaint via the online contact form on BigLots.com, select “Complaint” as your inquiry type, and provide detailed information. You can also mail your complaint to: Big Lots Customer Service, 5900 Polaris Parkway, Columbus, OH 43240. All complaints are reviewed by the Director of Customer Experience and responded to within five business days.

Conclusion

Big Lots Customer Service, rooted in Columbus, Ohio, represents a rare blend of deep retail expertise, localized support, and customer-first values in the discount retail industry. With a toll-free number that connects callers directly to trained specialists in the company’s headquarters, Big Lots ensures that every customer—whether in rural Ohio or international expatriate—receives personalized, accurate, and timely assistance. The company’s commitment to in-house support, rapid response times, and continuous service improvement has set a new standard for customer care in off-price retail.

From handling complex returns on seasonal décor to resolving delivery issues on oversized furniture, Big Lots’ customer service team is equipped to solve problems that many retailers would defer or deny. Their success lies not just in their phone number—1-800-225-1667—but in the people behind the line: knowledgeable, empowered, and dedicated professionals who understand that customer trust is earned one call at a time.

Whether you’re a longtime Big Lots shopper or a first-time buyer, knowing how to reach their Columbus-based support team is your key to a smoother, more satisfying retail experience. Bookmark this guide, save the number, and remember: when you call Big Lots, you’re not just speaking to a customer service agent—you’re speaking to the heart of a company that still believes in putting the customer first.