JB Hi-Fi

DO NOT BUY FROM JBHIFI BEFORE READING THIS REVIEW!! 3RD ROBOROCK FAULTY VACCUM MOP - damaged floors and extremely disappointing handling by JB Hi-Fi We are writing this review to warn other consumers of the poor customer service we have experienced so others don't end up thousands of dollars out of pocket! Here is what we've experienced: -… Read more

REPEATED WATER RELATED FAULTS: Before switching to Roborock, we owned an iRobot and never experienced these water-leaking issues. Since changing to Roborock, we have now experienced water-related problems across three machines. One of our previous machines, a Qrevo Master, leaked water from its docking station and damaged our timber flooring. JB Hi-Fi eventually provided a credit for the faulty appliance, but despite providing photographic evidence and following up, we have never been compensated for the damage to our floors to date we are still waiting and this was reported in 2025.

- 3RD FAULTY ROBOROCK MACHINE: Our latest roborock machine, began depositing excessive water across our timber flooring while mopping and repeatedly failing to locate its docking station. We have photographic evidence and Roborock app notifications confirming the issues and provided everything to jbhifi immediately. After our previous experience, we were understandably concerned about further damage to our home. Having now experienced similar problems across three Roborock machines, therefore we had serious concerns about the reliability of the brand and wanted to avoid further water damage and no longer believe another repair is an adequate solution.

- OUR VERBAL AND WRITTEN INSTRUCTIONS WERE NOT FOLLOWED: When returning the machine to JB Hi-Fi Frankston on 5 October, I specifically asked the staff member for the machine to be assessed first, with the findings then discussed with us before any decision was made about whether a repair or refund was appropriate. I explained to her this was because of our previous experiences with now 3 Roborock machines leaking and causing damage to our floors. I also made sure I repeated this request in writing to the Store Manager in an email before the machine had even been sent off for assessment. No one ever said this is not possible or explained that this wouldn't happen. Instead, the machine was repaired without anyone contacting us to discuss the findings or our preferred resolution.

- POOR COMMUNICATION AND DELAYS: Despite returning the machine on 5 October, it was not confirmed as received by the repair agent until 12 October. I repeatedly had to call the store 9 times and send numerous emails chasing updates, including after promised callbacks did not occur. This was frustrating, particularly given the history of water damage and the importance of getting the issue resolved promptly.

- LACK OF CARE/EMPATHY FOR SOMEONE DISABLED: When I first handed the machine over on 5 October, I explained to the staff member that I have a permanent physical disability affecting my mobility and am unable to vacuum or mop our floors myself. She was genuinely understanding and empathetic, which I appreciated. As the delays and lack of communication continued, I repeatedly explained to both the Store Manager and Area Manager that this machine is not simply a luxury or convenience appliance for me, even putting it in multiple emails and explaining my situation. It is an essential part of managing our household and maintaining my independence.

Despite explaining these circumstances, the Area Manager responded in writing on 14 October:

"We understand being without a vacuum is an inconvenience..."

I found this response incredibly upsetting and dismissive. I had specifically explained that my disability prevents me from completing these tasks myself, yet the practical impact of being without this appliance appeared to be treated as an ordinary inconvenience the lack of empathy really surprised, disappointed and shocked me coming from a JBHIFI higher manager. I appreciate that individual staff members instore, showed understanding and attempted to assist. However, I felt that management failed to demonstrate the same level of care or urgency, despite being repeatedly informed of my circumstances. For someone living with a disability, access to equipment that enables everyday independence is not a luxury. I would have hoped and expected for greater understanding and a more proactive approach from a major Australian retailer.

- A 2ND COMPLETELY CONFLICTING ASSESSMENT REPORT APPEARED ONLY AFTER A FORMAL REFUND WAS REQUESTED: On 15 October, JB Hi-Fi provided the original Roborock Product Assessment Report. It recorded the machine as "In Warranty", detailed replacement parts and made absolutely no mention of misuse, excessive cleaning solution or corrosion. Given the repeated faults and our dissatisfaction with how JB Hi-Fi was handling the matter, we formally requested a full refund rather than another repair or store credit. On 16 October at roughly 10:20am (as per my phone logs), the store manager confirmed that the machine had already been repaired and was on its way already to the store, and that the original report was the only one available to him. Only after our formal rejection of the machine and refund request did the store manager email us to say; He said he had requested a more detailed report. Just over an hour later, we received a substantially different Product Service Report, dated 15 October, now alleging that a "large amount of cleaning additive" had caused corrosion. Neither our earlier Roborock issues nor the original assessment of this machine had been attributed to misuse. This new allegation only emerged in the additional report provided after our refund request. The PDF embedded metadata of the two reports has raises further suspicion: The original two-page report contains a creation timestamp of 14 October 2026 at 7:08:55 pm. HOWEVER, the subsequent three-page report, which introduced the entirely new allegations of excessive cleaning additive and corrosion, contains no embedded PDF creation or modification timestamp it has been hidden. Although the second document is dated 15 October, that date does not independently establish what time the PDF was actually created. We find this particularly concerning because we had already been informed that the machine had been repaired and was being returned to JB Hi-Fi BEFORE this additional report was supplied. QUESTIONS REMAIN if these findings were made during the initial inspection, why were they absent from the original assessment? When was this further report actually created, and what contemporaneous evidence supports its conclusions? The absence of independently verifiable creation information, combined with the significant change in findings and the timing of the report, raises legitimate questions that we believe deserve a clear explanation.

We have on numerous emails now asked for this evidence, however, NO SUPPORTING EVIDENCE FOR THESE NEW ALLEGATIONS HAVE BEEN PROVIDED: We have repeatedly requested the original technician notes, inspection photographs, test results, evidence of the alleged excessive cleaning additive, the report's actual creation time and confirmation of when the machine physically left the repair centre. We explained we have used genuine Roborock OMO cleaning solution, and even keep a measuring cup on the bottle measuring according to the manufacturer's stated 1:300 dilution ratio. We supplied photographs of this to JB Hi-Fi as well when they asked us what we use in the machine after we questioned the validity of the second report.

REFUND REFUSED WITHOUT PROVIDING EVIDENCE TO US: JB Hi-Fi's Area Manager, subsequently refused our request for a full refund, relying on the later report. We believe the combination of faults constitutes a major failure under Australian Consumer Law and have formally elected a refund. JB Hi-Fi disputes our entitlement has not provided the underlying evidence as legally required as we requested to substantiate its allegation of misuse.

UNSUCCESSFUL ATTEMPTS TO ESCALATE: We requested that the complaint be escalated above both the Store Manager and Area Manager for an independent head-office review. Instead, an online support enquiry was marked resolved by the Area Manager advised the support team that no further action was needed, even though we were requesting a escalation to management above him. Although the Store Manager subsequently confirmed our concerns had been forwarded, we still have not received confirmation of an independent review that addresses our outstanding questions. We to date have not been contacted by anyone else from JBHIFI in regards to this escalation.

WHERE THINGS CURRENTLY STAND:

JB Hi-Fi has approved the repair of the machine without our authorisation, but we have not accepted that resolution as per our rights under the ACL and ACCC. The machine remains at the store, our refund request has been refused, and the timber flooring damage caused by the previous Roborock remains uncompensated.

We have retained extensive supporting evidence, including photographs, phone records, email correspondence, app error notifications and both assessment reports.

We are now referring the matter to Consumer Affairs Victoria and will pursue it through VCAT if necessary.

I sincerely hope someone at JB Hi-Fi head office independently reviews this situation, provides the supporting evidence we've repeatedly requested, arranges a full refund and addresses the outstanding flooring damage.

After three machines with water-related problems from the same brand, we have lost confidence in Roborock.

After this experience, we are also extremely disappointed, shocked and appalled in the way JB Hi-Fi has handled our consumer guarantee claims. And hope this review helps to inform consumers about what buying from JBHIFI may result in.

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

------WARNING ------DO NOT BUY FROM JB HI-FI BUNDALL — APPALLING CUSTOMER SERVICE Our experience with JB Hi-Fi Bundall has been absolutely appalling, particularly the way our complaint / warranty repair was handled by store manager Chris. Our Nespresso Creatista Plus developed multiple faults from new before eventually failing completely. Rather… Read more

than taking responsibility for resolving the matter, we were repeatedly told the store’s “policy” was to repair it. When the machine was eventually returned to us , after 5 weeks ..... it was in an unacceptable condition , damaged and accompanied by a service report stating that no fault had been found.

We sought further assistance and were met with what we considered an arrogant, dismissive and belligerent attitude, with seemingly no genuine interest in resolving the problem or listening to our concerns.

Most concerning, when the brand itself suggested that a Return Advice could be raised, Chris refused to do so and continued to insist that JB Hi-Fi’s policy was to repair the machine. That response spoke volumes about the attitude we encountered.

We have never experienced such poor customer service from a major retailer. After spending several hundreds of dollars on a product that developed repeated faults, we expected reasonable assistance — not resistance, dismissiveness and an apparent care factor of zero.

The matter is now before Queensland Fair Trading regarding our consumer rights and the way this matter has been handled.

We will never purchase from JB Hi-Fi Bundall again. This experience has completely destroyed our confidence in the store and its management.

If you are considering purchasing from this store, I would strongly suggest thinking about how you might be treated if something goes wrong with your purchase.

I buy mobile with jbhifi with sim plan and hading a issue with network and they cant help me out with this problame it s very annoying and shitt service Dont buy from here Show details

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.

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.

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.

I am a disabled pensioner dealing with severe chronic pain, and my experience with JB Hi-Fi’s customer care has been deeply disappointing. I… Read more

purchased a premium AndaSeat XL gaming chair for critical back support, but within 8 months, the high-density foam collapsed and permanently sagged, making it unusable and severely worsening my physical pain.When I requested a remedy under the Australian Consumer Law for a major failure, the senior online service team attempted to force the physical burden of the return onto me. Despite being formally notified that I have an explicit physical disability and medical driving restrictions that prevent me from dismantling, packaging, or transporting heavy, bulky furniture, they stalled for a week and told me to find personal assistance to take it apart for a courier.Shifting the legal and physical burden of a bulky goods return onto a vulnerable consumer directly violates basic consumer guarantees. Because JB Hi-Fi completely ignored my deadlines and failed to coordinate an assembled collection from my home, I have officially lodged a formal dispute with the Queensland Office of Fair Trading (CRN: 203225831956998). Vulnerable buyers, please be very careful purchasing bulky items online from this company.