JB Hi-Fi

Two weeks of bait-and-switch, fake deliveries, and total corporate cover-ups. This review is strictly for JB Hi-Fi Online, not their physical retail stores. They completely destroyed what should have been a special 57th birthday gift for someone very dear to me who suffers from arthritis in her knees and a deteriorating eye condition caused by… Read more

diabetes, requiring painful fortnightly injections. I wanted to buy her a $1,000 LCD TV for her bedroom where she rests.

The nightmare started two weeks ago on a Thursday when I tried to buy it and they hit me with a bait-and-switch tactic. They did it to me AGAIN that Friday. After fighting them, a gentleman from JB Hi-Fi called me last Monday, claiming he rectified the stock issue. Because I work in Ballarat and travel between Melbourne and Ballarat Monday to Wednesday, I explicitly told him it could ONLY be delivered last Thursday.

Last Thursday, I spent 8 hours waiting at home. The courier driver did a "ghost delivery"—logging a fake attempt without ever ringing my Google Doorbell or leaving a card. Caught on camera arriving, gently tapping knocking on the door and leaving within a minute. The delivery was then redirected to Friday, forcing me to wait another 8 hours. Because of this complete logistical failure, she was forced to miss a vital dental procedure scheduled for that Friday.

When the TV finally arrived, the box was severely smashed and damaged. I legally refused delivery. Despite the broken product going straight back with the courier, JB Hi-Fi's online team tried to hold my $1,000 Afterpay funds "ransom," telling me I had to wait weeks for a warehouse scan to get a refund.

I had to aggressively cite the Australian Consumer Law and threaten Consumer Affairs Victoria action before they finally backed down and issued the refund on Monday morning event though i had contacted them numerous times on the previous Thursday and Friday. However, even though they finally processed it, I still cannot buy her a TV today. I am forced to wait days for the funds to clear back into my account because of their continuous incompetence.

When I formally demanded that a senior manager call me to explain how this occurred, JB Hi-Fi Online deliberately routed my complaint right back to the exact same Team Leader who refused to escalate my case in the first place, letting their own staff cover up their failures.

Furthermore, when I spoke to Consumer Affairs Victoria, the officer shockingly told me "no harm done because you got a refund" and that "businesses get scammed a lot so they are careful." I told him straight: if a multi-billion dollar business is so fearful of fraud that they treat honest citizens like scammers, falsify deliveries, and hold money ransom, they shouldn't be running a business at all. Just because I stopped them from getting away with it doesn't mean they aren't doing it to hundreds of other vulnerable people who don't know how to fight back. If a person tried to break into my car and I stopped them so they didn’t get away, that doesn’t mean no crime was committed and they should go free! They will keep trying this on others who don't complain. Avoid JB Hi-Fi Online completely.

I initially gave a 2-star review, before getting the issue resolved. I was still upset due to the miserable Good Guys experience. I have changed this toa 5-star review. I ordered a 98" and 75" TV in-store on 22/12/2025. The two TVs were delivered today, 02/01/2026. The 98" TV had clearly been opened before, the manual was missing, the cord was… Read more

used, the stand was scratched, the batteries were already in the remote. I didn't fully unbox the TV or test it as I wasn't willing to accept it. As soon as I noticed that the product packaging was already opened I took photo and video evidence. Clearly I had been delivered a second hand TV. I did contact the JB HiFi store it was ordered from and they did order and delivery a replacement which was new 1 week later without fuss.

Very good Customer service from Rome of the Prahran store, State of Victoria. Very good selection of stock. Show details

Terrible After Sale Service - JB HiFi Staff Lies and Don't Help at All for Warranty Claims – Terrible After Sale Service - TCL TV - Very bad after sale service. JB HiFi staff (Mount Druit NSW) lies and don't help at all. JB HiFi Warranty claim team said TCL support team tested the TV for one whole week but could not identify the issue, so no issue at all. I brought the TV at home, and TV is still malfunctioning... pausing/hanging,… Read more

automatically changing apps while the remote is lying on table (so no button pressed e.g. automatically changes/switches apps between Prime video to Youtube and NetFlix to youtube, somtimes gets stuck or navigation keys stuck. I called TCL TV warranty claim support, and they confirmed that they didn't receive the TV and JB HiFi team tested it. Now JB HiFi say they cannot do anything because the warranty time has passed, and suggested to contact TCL if they can help. Don't recommend JB HiFi at all.

DELIVERY MISMANAGED - NOT following what's written on the TV box by Manufacture – We bought a Samsung 65 inch TV from Castle Hill store. Its Clearly written on the box TV should be carried by 2 people and should not be puled or dragged.(see attached) However the The Toll Delivery company sent only one person. Day 1: Delivery Person came to deliver the TV, but he could not take the tv out of the van and he left. Day2.… Read more

Different Driver came, Since its too heavy for him He was flicking the TV upside down from the van and dragging the TV on the road and foot path. then to the house.

1) Why JB Hi Fi is not instructing their delivery contractors to follow the manufactures instructions written on the TV boxes. We are coming to your store to buy the TV and we expect the TV to be delivered in good condition. 2) Toll, Delivery Company also Not following what is written on the box and sending only one person and dragging the tv. This was loaded by one person in to the van and delivered by one person. Mishandlings the TV can damage the TV.

I am hoping that JB HI FI will read this review and take necessary action to fix this issue. due to data issues I have only attached small part of the video

Please see the attached images

The worst service experience received from a retailer store. Jbhifi Loganholme from management terrible example for the employees. I purchased an iPhone 17 still under warranty and has had ongoing issues. After multiple visits to Apple, the phone was assessed and a significant fault was identified, requiring a logic board replacement. Apple… Read more

approved the refund. JB Hi-Fi initially agreed to refund me — then a particular manager who I had dealt with previously changed its position.

This is no longer just about a faulty phone. It is about consumer rights, accountability and what feels like a power play rather than a genuine attempt to resolve the matter.

I have experienced intimidation when attending the store, which is completely unacceptable.

Apple themselves have put a complaint against the store and management on my behalf. This they did themselves as they are shocked to know the mistreatment I’m receiving. Very unprofessional

I am not asking for special treatment. I am asking JB Hi-Fi Loganholme to comply with its obligations under Australian Consumer Law and resolve this matter properly.

I will not be intimidated, bullied or pushed around nearly two weeks how disgraceful

Consumers have rights. I know mine — and I intend to stand up for them.

Jbhifi I suggest you train your managers on how to treat customers and the way I have been mistreated unprofessional.

I have an online platform Tik Tok Live @theresezu you are welcome to share your complaints on there Mondays Fridays 7pm. As consumers we have rights. As for professionalism. That needs to be improved .

Warning, DO NOT sign up to JB Mobile if you are planning to go overseas. They are virtually uncontactable if something goes wrong. I emailed the help email from their website SEVEN TIMES and did not get a response for a FULL WEEK. The reply simply said 'we don't help at this email' and redirected me to a live chat that kept dropping out (not my… Read more

internet, their end) and then completely froze after wasting 30 mins of my time. The app didn't work overseas, and when my data ran out the link to pay for more also didn't work. I was stranded with no working phone overseas and no one to assist. Absolute nightmare, avoid at all costs.

The item arrived with a price of $219 on it but I paid $249. I tried to contact customer support via the chat and after 25 mins, when I was second in the queue, I was told to submit it as a ticket. I did that, with attached image and explanation. That was 4 days ago now. From next in line to 4 days no answer. Pathetic. Show details

Purchased DJI Avata 360 drone for $1,619 on 1 August 2026. Parcel contained a keyboard. Visited Indooroopilly store 6 August to reject the goods and demand a refund – manager refused, said warehouse investigation needed. This is a major failure under the ACL. Filed a formal complaint (Case Ref: # 4918673) and issued Letter of Demand. For a… Read more

high-value item, I expected immediate resolution, not delays. Avoid mixed online/in-store orders from this location unless you are prepared to fight for your statutory rights.

Ok so I ordered canon printer ink online and received 2 x LP records, tried talking to their stupid online bot who had no idea what I was talking about and finally the bot said a agent will get back to me within 24hrs, after not hearing anything I rang the jbhifi customer hotline only to be told I’m 26th in the queue, 2hours and 6 mins later I… Read more

finally got to speak to J ( full name withheld to protect their privacy) who was so polite and actually helpful, he sent an email to the store where my purchases came from as he felt it was a mix up between 2 orders and said someone will be in contact with me from the Warrawong store, the following day I received a phone call from KA ( name not fully disclosed so as to protect her privacy) who asked what would be easier them sending a new pre paid package for me to return the records or bring them to the local store for exchange, I stated taking to local store would be easier as waiting for a pre paid package to return it would no doubt take time so she said ok no worries I’ll refund you the delivery cost off your original order, I went to the Warrawong store asked to speak to KA and some male staff member said to the other lady behind the counter just swap that for that so I got my ink and they got their records but no mention of the delivery refund money? Then J the original guy I spoke to sent me an email asking if he can close this support ticket as his notes state the items have been exchanged, I emailed back no we can’t close the support ticket as I haven’t received my delivery refund yet. Still waiting for a response about that. The whole purpose of buying stuff online is so you don’t have to go to the store, but this mix up was ridiculous I get mistakes happen but the stuff around to get what you actually ordered in the first place is a joke. Not to mention the extra petrol, time spent on the phone and with the bot, and the actual people in store, and then money spent on delivery that I didn’t actually receive correctly This was a very unpleasant experience

I purchased a Microsoft Surface Pro and JB Hi‑Fi Extra Care because I specifically wanted protection for a device that would be used by my 10-year-old son at school. Before purchasing, I asked whether the cover included accidental damage, wear and tear, and issues arising from normal use. Based on the advice provided, I purchased the extended… Read more

warranty until 2028.

When the Surface Pro later developed serious battery issues (only 30 minutes battery life) and screen pixel defects, my claim was rejected by SquareTrade. I then contacted JB Hi‑Fi Indooroopilly, where I was told I had "misunderstood" the original advice. Promised follow-ups did not occur and I had to chase updates myself.

The final explanation was that the battery may be faulty, but repairing it could risk damaging the screen, so the claim would remain rejected. This is not what I expected when paying for extended protection.

I feel misled about the coverage provided and disappointed by the lack of support when I needed it. I have since escalated the matter to the Queensland Office of Fair Trading.

Very disappointing experience.

Very disappointed with JB Hi-Fi Indooroopilly and the way my issue was handled. I purchased a Spacetalk Adventure 2 watch for my son around 10 months ago, and despite having an extended warranty, the store refused to replace the faulty product. The watch has stopped working, and the customer service experience with the store manager on 18/07/2026… Read more

was extremely disappointing and unhelpful. When a product is marketed for children’s safety, parents trust that it will work when needed. Unfortunately, both the product reliability and the support provided by JB Hi-Fi have fallen far below expectations. I expected better customer service and support from such a large retailer.

I ordered three items including a vinyl figurine. Two items arrived fine but the third was in a broken box held together with dirty sticky tape. Inside was a plush keyring so not the correct item at all. It was clearly a returned item and there is no way someone could have packaged this box without seeing how damaged it was. Emailed JBHiFi… Read more

three times over one week with no answer. Contacted paypal and received an instant refund. The following week I had calls from jbhifi finally trying to sort it out. When I mentioned that I already had a refund they ended the call. No apology, no attempt to improve the situation.

I have had positive experiences with jbhifi over the past decade or two but in this case there was no customer service to speak of which impacted a birthday gift. Sigh… another company to avoid.

I received a Pokémon TCG box that was already damaged on arrival. The packaging was not adequate to properly protect a collectible item, which resulted in additional damage during transit. I’m very disappointed with how this issue was handled by customer service. The resolution offered did not reflect the actual loss in value of a limited… Read more

collectible item, and was limited to a delivery fee refund, which I don’t consider appropriate in this situation.

During the online support chat, I also experienced the conversation being ended before the matter was properly resolved, which added to the frustration of the overall experience.

Given that this is a limited and difficult-to-replace item, I expected a more reasonable and accountable approach to resolving the issue. Unfortunately, this experience did not meet that expectation.

People joke about JB staff for being alternative and rude, but I've only ever found them to be friendly every time I've been there. Very happy with the mouse I got too, Great work JB. Show details

I purchased a tv online via JB Hi Fi, the purchase process was simple and the customer service person I had been messaging was very helpful. We agreed that the tv would be delivered the following Wednesday. Unbeknownst to me the 3rd party company JB outsource to tried to deliver the tv on Tuesday (I was in the CBD in meetings) I had to… Read more

subsequently chase JB’s partner to reshuffle the delivery again after I have explained they turned up a day early. 2. Days later the tv was delivered, I had been given a timeframe of 8am to 5pm for delivery and told that the driver could not SMS me when they were on the way as they don’t have a company phone. So the expectation was for me to be home all day just waiting. When the driver eventually arrives I had to help him carry the tv in. I rang JB to complain about this experience, I was on hold For over 2 hrs. I was offered a $10 voucher for my inconvenience. I will never shop at JB again there customer service is nothing short of a disgrace. JB blames there delivery partner - however it is there choice to work with a sub standard, shoddy partner and blame them for the poor experience. I bought a tv via the JB website - I have no relationship with who they choose to deliver there items. This once great Australian business is not the same and they no longer care about there customers or the experience they provide. How does it take over 2 hours to be able to speak to someone in the first place. I would provide a zero star review if possible (footnote they also refunded me $22 for the delivery - which isn’t really an accurate representation of wasting 3 days of my life and getting me to move my own tv, I when I have paid for delivery and removal). I will never purchase a thing from JB online