Big W employee hero : While many claim customer service is dead, one employee’s extraordinary effort to help a customer has left many floored.
Many believe that customer service is a thing of the past, but the extraordinary effort of one department store employee proves otherwise.
Leah O’Connor was shopping at Big W in Brookside, Queensland, when she and checkout assistant Alex suddenly noticed the diamond had slipped out of her solitaire engagement ring.
It felt like a slow-motion moment — we both locked eyes and instantly panicked,” recalled Mrs. O’Connor, the founder of luxury home care brand Domenica Formulations.
Her stylish “claw” engagement ring is highly popular right now, yet unfortunately, it’s also prone to diamonds loosening over time due to everyday wear and tear.
Big W Employee Goes Above and Beyond to Help Shopper
Although Mrs. O’Connor wasn’t sure whether she had lost the diamond inside the discount store, she immediately phoned her husband in tears.
After all, trying to find a missing diamond in Big W felt like searching for a needle in a haystack.
Adding to the anxiety was the fact that her husband had let the ring’s insurance lapse—just two weeks before the mishap.
Fortunately, Big W employee Alex jumped into action and truly saved the day.
As I was on the phone with my husband, retracing my steps and making calls, she was already down on her hands and knees searching,” Mrs. O’Connor recalled.
To her amazement, Alex eventually spotted the missing diamond. “She was an absolute superstar,” the relieved bride said.
It was so touching how quickly she stepped in to help me.
The Stress of a Lost Ring and Lapsed Insurance
She explained that even if the ring had been covered by insurance, both her engagement ring and wedding band carried such deep sentimental value that losing them would have been “devastating.
People often say customer service is dead and no one cares anymore, but my experience was the complete opposite, Mrs. O’Connor shared.
She added that lately she has witnessed remarkable kindness from those in service roles — whether it’s airport staff, Uber drivers, or checkout assistants at Big W.
If we lift our eyes from our phones, smile, and show respect to others, we can move through life with more connection, happiness, and perhaps even a little bit of luck — just like I did yesterday.
Employee Alex Saves the Day
A spokesperson for Big W also commended Alex for her kindness and for going above and beyond to assist a customer.
We’re delighted that Alex was able to support Leah during such a stressful moment. Stories like these make us proud, highlighting our team’s dedication to helping customers when it matters most,” said Michael Stoikov, store manager at Big W Brookside.
Big W Management Praises Heroic Employee
After a video of the incident was shared on TikTok, social media users were amazed by Alex’s actions.
What an ANGEL,” one user commented.
Another wrote, “She deserves a big gift!
Aww, Alex needs a huge bouquet of flowers,” added another impressed follower.
A social media user remarked, “Employee of the year! Also a great reminder to have your rings professionally inspected annually. I’m so glad it was found.
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Meanwhile, some users criticized the ring’s design, saying having only four prongs was insane,” and encouraged Mrs. O’Connor to add more for safety.
Always opt for more prongs. Four isn’t enough — go for six to eight,” one user advised.
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