Ordered items from Bunnings and was told that Onepass members receive free shipping, however the items I ordered were not eligible for free shipping. This needs to be clear that not all items are elig... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
enjoying one pass, but would like to have a card that combines OnePass and Fly buys as we have to scan both cards instead of just 1
Company replied
I’m actually a little disappointed the flybys account wasn’t attached for a few months without realising when I first purchased. I set it up straight away but didn’t realise it had unattached. Continu... See more
Company replied
I find OnePass has been beneficial in more ways than one! The free shipping on most items is ideal for when I do a small order, the extra FlyBuys points come in handy to redeem as money to spend in Co... See more
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Company details
- #19 of 21 best companies in Online Marketplace
- #34 of 40 best companies in Clothing Store
- #16 of 16 best companies in Health and Beauty Shop
- #13 of 13 best companies in Home Goods Store
- #1 of 1 best companies in Office Equipment Supplier
- #19 of 26 best companies in Women's Clothing Store
Written by the company
OnePass is the membership for Australia’s favourite retailers. From savings to rewards, get more value from the brands you shop.
Contact info
Melbourne, Australia
- onepass.com.au
3.9
Great
184 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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office work not accepting returns from one pass
Despite the fact One Pass saying that items can be returned within 365 days to any office works store. Office work is saying that electronics items are excluded. It is not mentioned in one pass terms and conditions.
Quite disappointed.
28 December 2025
Unprompted review
Reply from OnePass
Hi Pritpal, Thank you for sharing this — I understand why you’re disappointed. If OnePass states that items can be returned within 365 days at any Officeworks store, then any exclusions should be clearly outlined in the terms and conditions, and I’m sorry this wasn’t made clear for you.
While OnePass offers the extended 365‑day return benefit, all returns are still subject to store discretion, and some categories — including certain electronics — may have additional return guidelines depending on the store.
ONEPASS is a scam
ONEPASS is a scam. It will ignore that you are already signed up and allow you sign again. Most products can not be bought online you have to go into the store to redeem points or dollars. It does not easily allow you to partner up with all the shops it is attached to. There is no support and does not allow you to ask question only their questions. I was on hold for 2 hours then it hung up. I tried Echat and was never connected. There is no way of finding out any information nor using this product. DO NOT PAY FOR THIS SERVICE ITS A SCAM
22 December 2025
Unprompted review
Reply from OnePass
Hi there, I understand how frustrating this situation has been for you, and your experience is absolutely not the standard we expect for our members.
I want to look into what went wrong with your account — being able to sign up more than once, not accessing benefits, and not reaching support are all issues we take seriously and should not be happening. Please share the email linked to your OnePass membership so I can investigate this immediately and get it resolved.
Cancelled my yearly membership and…
They cancelled my yearly membership just after paying for it and claimed I was a reseller because I shop regularly. Don’t waste your money!! The customer service is really useless as well.
7 November 2025
Unprompted review
Reply from OnePass
I’m really sorry to hear your membership was cancelled right after payment—especially with the suggestion that you’re a reseller. I understand how frustrating that must be, and that’s not the experience we want for our members.
I’d be happy to look into what happened and help sort this out. Please share your OnePass email so I can check your account and assist you directly.
Completely useless
Completely useless! I signed up a year ago with CatchConnect, found them reputable, helpful and now am sorry they're gone. I'm glad I found out just how hopeless before renewal.
I enquired about purchasing a 365 day Black Friday offer with extra data but was told in no uncertain terms that they were only for new customers.
No free data for existing customers!
Also, the deal they were offering's T&Cs stated an expiry of 2 December 2025. This was extended immediately upon that expiry to 9 December 2025, I think in order to force the consumer into premature purchase. I expect that date to extend each week for a week onto the future.
The chatline doesn't like complaints or negative feedback, immediately asking "Is there anything else I can help you with today.", despite never being helpful in any shape or form.
In my experience the company that OnePass seems to be most closely in competition with is Kogan and their mobile division, at least, does not engage in these disrespectful, spurious, dishonest and generally questionable business practices. Avoid at all costs.
2 December 2025
Unprompted review
Reply from OnePass
Hi there, we’re sorry to hear about your experience.
It looks like this review is for OnePass Mobile, which is a separate service to OnePass. To make sure your feedback reaches the right team, you can share it here:
https://au.trustpilot.com/review/onepassmobile.com.au
We appreciate you raising this, and hope you’re able to get the support you need from the right team.
TERRIBLE Customer service
Customer service is absolutely TERRIBLE! Have tried 4 times today alone (not to mention the multiple times I’ve tried over the last few days) to get some assistance/help on “Live Chat”. Each time I have had to wait up to 45mins for a response or even acknowledgement, only to be told they can’t help me because they are “super busy” or they are “unable to assist me as they are having high volume of concerns via chat”. What the??! I am a customer with a concern too! How is my concern any less important and why are you “too busy” for my concern but not other customers concerns??? Absolutely horrible experience with OnePass and I only joined 3 days ago.
They also keep telling me to call them instead. I don’t want to call you, I want to use Live Chat!!! What’s the point of even having a live chat option if you are just telling everyone to call instead?!
1 December 2025
Unprompted review
Reply from OnePass
Thank you for reaching out, and I’m truly sorry for the experience you’ve had so far. I completely understand how frustrating it must be to wait multiple times, only to be told we’re unable to assist through Live Chat. Your time is valuable, and your concern is just as important as anyone else’s—we absolutely should have handled this better.
We’ve been experiencing an unusually high volume of enquiries recently, which has unfortunately caused long delays on Live Chat. That’s not an excuse, but it is something we’re working hard to improve. You shouldn’t feel pushed to call if chat is your preferred option, and I apologise that it came across that way.
Again, I’m very sorry for the inconvenience and the poor experience—thank you for giving us the chance to make this right.
good value
ok we all know that loyalty programs are a scam. but this one is a good value - get it during their annual sale for half price and it's better value.
Without it I will go to Kmart to get something and top up the order to $60 to get free shipping --- then they will send the order without the one thing I wanted.
With this I just go to Officeworks and buy a single roll of tape and have sent for FREE every time. Very good deal.
27 November 2025
Reply from OnePass
Thank you so much for the awesome feedback, Anne! 😊 We're thrilled to hear about the great service you experienced. We always strive to provide our members with a first-class service experience, so we really appreciate you taking the time to share your thoughts with us.
Terrible scam service
Terrible - bait and switch - advertises one pass pre-sale to just get traffic - website didnt work and couldnt check out - scam service do not recommend!
26 November 2025
Unprompted review
Reply from OnePass
Hi Henry H, thanks for sharing your experience, and we're really sorry to hear this happened. We understand how frustrating it must have been, especially when you were trying to participate in the early access offer. Your feedback is invaluable in helping us improve our services and better meet your expectations.
WORSE CUSTOMER SERVICE
I ordered a 365 day Sim and it got lost in delivery so 3 weeks later I get an was told in a letter to call to activate it and since it took so long I had no phone service anymore so I go on their online chat and speak to someone he says they don't do calls an he gives me a number to call I ask him to wait and he disconnects an the number doesn't work so I have to go through speaking to a bot then waiting to speak to a person an this time I tell this guy what happened and I have had enough an want a refund and he disconnected so once again I go through the bot rubbish to speak to a person and ask for a refund an the next day they say refund rejected so now I have to go to the ACCC for help
14 November 2025
Unprompted review
Reply from OnePass
Hi there, we’re sorry to hear about your experience.
It looks like this review is for OnePass Mobile, which is a separate service to OnePass. To make sure your feedback reaches the right team, you can share it here:
https://au.trustpilot.com/review/onepassmobile.com.au
We appreciate you raising this, and hope you’re able to get the support you need from the right team.
I don't like having to keep changing my password. It is more annoying when you have put your purchase through the cash register with other customers waiting behind.
They did nothing wrong. It is a One Pass problem....
17 September 2025
Reply from OnePass
Thanks for sharing your experience. We understand how frustrating it can be to deal with password issues during checkout—especially when you're using the mobile app and have other customers waiting.
Just to clarify, the need to reset or re-enter your password is usually related to your device or browser settings, such as session timeouts or saved login preferences, rather than an issue with the OnePass platform itself.
To help avoid this in the future, please check that your device settings allow your login details to be remembered and that cookies or app permissions are enabled. This can help keep you signed in and make the checkout process smoother.
Also, to speed things up at the register, we recommend downloading your OnePass card to your digital wallet. This makes accessing your membership faster and more convenient during in-store transactions.
If you're experiencing any other issues specifically related to the OnePass mobile app, feel free to reach out to our support team at 1300 026 710 or via chat at https://www.onepass.com.au. We're here to help!
When catch was available I used it a…
When catch was available I used it a lot found it to be amazing
20 April 2025
Reply from OnePass
Thanks so much for the lovely review 💜 We’re glad to hear you enjoyed shopping with Catch! While Catch is no longer part of OnePass, you can still make the most of great benefits like free delivery and bonus Flybuys points with our other participating brands. We really appreciate you being part of OnePass!
Absolute crap
Absolute crap. The worst service ever. Unresponsive customer service. You prepay for your service - they say the sim arrives in 5 to 8 working days, after 10 days when you contact the customer service they have no idea what had happened to your sim. I found that it hasn't been even dispatched. After numerous phone calls they offer the money back wasting your 25 days. Wouldn't recommend it to anyone who wants at least an average service.
13 August 2025
Unprompted review
Reply from OnePass
Hi there, we’re sorry to hear about your experience.
It looks like this review is for OnePass Mobile, which is a separate service to OnePass. To make sure your feedback reaches the right team, you can share it here:
https://au.trustpilot.com/review/onepassmobile.com.au
We appreciate you raising this, and hope you’re able to get the support you need from the right team.
Sick of waiting for service
Tried to move from Catch Connect to Onepass Mobile. After a number of days, emails and phone calls, nothing has happened. I am not sure if anybody cares about loosing two new customers, but I have given up and now looking at other providers. If this is a preview of getting any help in the future, I wouldn't hold my breath.
9 September 2025
Unprompted review
Reply from OnePass
Hi there, we’re sorry to hear about your experience.
It looks like this review is for OnePass Mobile, which is a separate service to OnePass. To make sure your feedback reaches the right team, you can share it here:
https://au.trustpilot.com/review/onepassmobile.com.au
We appreciate you raising this, and hope you’re able to get the support you need from the right team.
Highly - NOT Recommended !!!
This is probably the worst mobile phone provider ever. So far I have had to reach out to then over 30 times just trying to activate my phone moving over from Dodo . I thought DODO was bad. I learnt quickly that OnePass Mobile are worse. I keep getting cut off ,getting no ware ,going around in circles. Little support and the getting cut off again. I think they don't have enough stuff to cover the technical support and that is one problem .they take 7-10 just to respond at a time . After your 5th or 7th message .It disconnects. And if you need more time to resolve the issue, your time is very limited and never really get to the bottom of the issue or getting it resolved.
The customer chat only lasts have 15 -20 min and then disconnects. And I need to reconnect signing up going through several verifications and repeat it over and over and speaking to another person who literally has no clue what I was saying to the previous representative.
in order to speak to a new representative and the one representative does not know what the other representative you had spoken to knows the actual details of your enquiry have to repeat myself over and over
With all the effort ,sill have had no resolution . One provider saying one thing and another providing contradicting information .
LONG STORY SHORT, TO NEVER USE THIS COMPANY. PRAY THAT YOU WON'T GET STUCK..NEEDING SUPPORT
9 September 2025
Unprompted review
Reply from OnePass
Hi there, we’re sorry to hear about your experience.
It looks like this review is for OnePass Mobile, which is a separate service to OnePass. To make sure your feedback reaches the right team, you can share it here:
https://au.trustpilot.com/review/onepassmobile.com.au
We appreciate you raising this, and hope you’re able to get the support you need from the right team.
If I could give negative stars
If I could give negative stars, I would. I placed a Bunnings order on Friday and was told by a representative it would arrive on Sunday. It’s now Tuesday, and nothing has been delivered. I could have simply walked to the store and picked it up myself. This delay caused our project to stall unnecessarily, and to make things worse, deliveries are handled through the painfully slow AusPost system.
9 September 2025
Unprompted review
Reply from OnePass
Thank you for taking the time to share your experience — we're really sorry to hear about the delay with your Bunnings order. We understand how frustrating it must be, especially when you were expecting delivery by Sunday and it still hasn’t arrived by Tuesday. Delays like this can be incredibly disruptive, particularly when they affect important projects, and we sincerely apologise for the inconvenience caused.
We appreciate your feedback and understand your frustration with the delivery options available. While OnePass offers members free delivery on eligible items or orders, each brand has its own policies and criteria regarding free standard delivery.
For more details or support regarding specific delivery policies and timeframes, we encourage you to visit the help centre of Bunnings Warehouse:
• Bunnings Warehouse Help Centre: www.bunnings.com.au/help-support
OnePass$40.00 worth of great value
I joined Onepass and am very happy with the service. I received x5 bonus points at Kmart & Bunnings. Free delivery (on many products) means I can source items that are out of stock locally from all over Adelaide without leaving home. Highly recommend, worth the $40.00 subscription per year.
1 August 2025
Reply from OnePass
Thank you for your review, Bronwyn. We’re delighted to hear you’re enjoying the benefits of OnePass—like earning 5x Flybuys points at Kmart, Bunnings, Target and Officeworks, plus free standard delivery on eligible online orders. As outlined in our Terms & Conditions, some exclusions may apply, but it’s great to know the service is bringing you value and convenience. We appreciate your recommendation.
Hugely lacking in transparency
Hugely lacking in transparency. The auto membership doesn't forewarn prior to renewal, nor issue an email once renewed.
Customer service provides generic cut and paste answers and, if you've used the subscription in anyway since renewal, will not issue a refund (even if that means you have only shopped in store and openly state you'll forfeit any points in exchange for a refund).
Free shipping is increasingly restrictive as retailers drop benefits or limit what can be sent for free.
Unless you live in an area where you absolutely cannot buy in store, OnePass is an absolute waste of money and leaves a very sour taste.
22 August 2025
Unprompted review
Reply from OnePass
Hi there, thank you for your feedback. As outlined in our OnePass Terms & Conditions, memberships renew automatically unless cancelled in advance. Annual members receive a reminder before renewal, and all memberships are non-refundable once renewed. Free standard delivery remains available on eligible online orders from participating retailers, though some exclusions apply. You can read more about it here: onepass.com.au/terms-and-conditions
Reply from OnePass
Thanks so much for the awesome feedback, Robert. We love hearing about how much our members are enjoying OnePass! 💜
Reply from OnePass
Hi Saleem, thank you for sharing your feedback. We’re sorry to hear you’re having trouble logging into the OnePass app. Our support team will be happy to help resolve this for you—please reach out to them directly. In the meantime, you can also explore all the benefits available with your membership at onepass.com.au
Reply from OnePass
Thanks for your review, Veda! We’re so glad you’re enjoying the free standard delivery benefit with OnePass on eligible online orders from Kmart, Target, Bunnings and Officeworks. OnePass benefits are being enhanced over time to create the best member experience. Check out www.onepass.com.au for the latest updates.
Reply from OnePass
Thanks for your feedback, Lyn. OnePass is our membership program packed with awesome perks!
Here’s what you get:
- 5x Flybuys points for every $1 spent in-store when you scan your OnePass or Flybuys card. You’ll also earn 5x Flybuys on Click & Collect orders at Kmart, Target, Bunnings Warehouse, and Officeworks.
- Free delivery on eligible items or orders—no minimum spend!
- 365-day change of mind returns for added peace of mind.
- Express Click & Collect to get your orders even faster.
- 2x Sister Club points per $1 spent in-store at Priceline.
And this is just the beginning! OnePass benefits are being enhanced over time to create the best member experience. Check out www.onepass.com.au for the latest updates. 😊
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