Reviewer Photos & Videos
Disgraceful and dishonest business practice
It looks like there is a similar trend from recent reviews. They are all true and I suggest not doing any online shopping with DJ. I have not received my product 2 months after placing the order. Contacting them by email will result in no response, so don't bother. Online chats have long wait queues. Contacting them by phone is an even longer queue. Longest I waited was about 2.5 hours and their call waiting music is so annoying. They have a callback service now, so use that if you need to. When I actually got through to them, they told me that...my item had been sent to another customer and they were waiting for it to be returned to them. I was told that I would receive an update once it was rectified and sent out to me. It turns out it was all lies and now they are refunding the money. If I did not constantly follow up with this, DJ would most likely have kept the money. If they are doing this on a larger scale, they could be holding onto all this cash and earning interest with funds that they are not entitled to. They should probably be reported to ACCC or Consumer Affairs.
Can't get a thing right
My partner went to the Bourke street store to buy an air fryer; he came back totally fed up and frustrated because he couldn't get anyone to help him so we both went there the next day; as always they were out of stock (they had what we wanted on display but refused to sell that) so I had to put in an order and have it delivered which I'm loathe to do as the last 2 orders were wrong and had to be returned. No surprise but yes of course, they sent the wrong product so now I have to waste time and leave work to go back and get a refund. We only came here because we were given a gift card otherwise I wouldn't go anywhere near this useless place. I doubt that they will be around for long.
The worst online shopping experience, disgusting online support service
I purchased a product online and was meant to receive a gift with purchase but unfortunately it didn't come with my order. I emailed them twice and also used their online chat system and still no reply- completely useless. I had to finally call up after 3 weeks of not receiving any response and was chatting to a team member who could not come up with a solution for me and just asked if I could send the product back at my own cost and they will refund me the postage later (seriously, I don't think I can even trust you with the refund of postage...if I can't even get a respond back via email) I am aware that stores have stock of the gift I was meant to be receiving but the operator mentioned that they cannot "borrow stock" from them or stores aren't willing to send one out to me which seemed ridiculous. DJ, being a very large company your customer service is shocking and it's devastating to see a well known store like yourself to have such disgusting customer service. Never again will I be purchasing via your online platform and I have lost trust in your company and will be shopping elsewhere instead.
Terrible customer service.. SHAME :(
Calling David Jones to change name on click and collect order. Simple thing to do! After calling 4 times and being put on hold each time decided to wait to speak to operator. Waited 53.10 minutes still waiting!
Why cant it be done online? Why is the chat option unavailable?
Clean up your act DJ.
Good Service During Coronavirus Shutdown Period
Purchased some items online, which were delivered later than the usually stated period, but was not in a hurry as prices offered were an extra 40% off with free delivery for orders over $50 (previously $100).
One item was a larger fitting than usual for size stated so returned it for a refund at the nearest physical store with no problem, and staff member was very efficient.
The worst shopping experience
Item I was looking for went out of stock online. Called & checked there was one left in store, so had to phone order. The sales person took my card details & address, charged 9.95 for shipping then hung up without any further information. Tried to call again but there was no way I could get hold of her! She didn’t take my email address, so I’m left with transaction number and there’s no way I can track my order. Customer service never answers the phone, not responding to my email either. Live chat is helpless. If the item was already shipped, I want to know where that is? How am I supposed to track the thing?!!
Hope you don’t need support
Purchased some jeans online in April with incorrect price listed. After 1 month of no word on order status, I called and was given a case number and a guarantee someone will call within 48 hours to update me on progress. A week later after no communications I called back. Repeated process and same outcome. A week later repeated and same results.
Discovered the live chat function which was just as disappointing. I registered and was 10th in queue, once I got to 1st it closed the chat box (30min wasted). Registered again and was now 37th in queu...
- David Jones Retail Stores
- Verified customer
Phone service non existent!
Please reinstate the local store telephone call service. Voice recognition on the automated national call pick up is useless. You are then put on a 'general hold' for extensive waits. I don't mind other retailers using a national call centre, but DJs national telephone service is detracting from its brand.
BUYER BEWARE - Customer service is non-existent. Think twice before ordering!
Due to a website glitch when processing my order, the delivery address was updated to my billing address. I contacted David jones while the order was "In progress". After waiting 20 minutes on the phone, I tried the online chat as well and got through quicker after another 20 minute wait (40 minutes in total, still no answer for the phone call). Their response was even thought it was still not processed to go through and wait for the Australia post tracking number, then change it on the Australia Post website.
As someone who regularly shopped...at David Jones, I'm absolutely disgusted that I now have to go through Australia Post to get the address changed because of "systems limitations". I then asked to cancel the order which hadn't been processed yet so I could then re-order it again (I'm still working in the office) with the correct address but the customer service team at first ignored that request and when asked again told me "No" with no other explanation. My local post office is not open on Saturdays due to covid and seeing as how unreliable Australia post are at the best of times I can see this ending up getting sent back. I never ever thought I would ever say this but I will now be shopping at Myers when possible
Worst Online Experience Ever - No Star
DO NOT use this service. David Jones was happy to process full payment 3 - 4 weeks ago (when they obviously knew their distribution and processing of orders was NOT working) They are also conveniently blaming AUSTRALIA POST for their problems (interesting that I have ordered online from other online services and received my orders in 1-2 days) I contacted DJs by email - 10 days ago NO RESPONSE. I contacted by phone 8 days ago and had 1 hour wait and told to call back next week. Called back next week 1 hour 20 minute wait AND advised they had NO...RECORD that I called or emailed. They advised that they would send me an email yesterday. I have NO email. I have NO tracking No. I have NO help I have NO delivery date and I have NO Mother’s Day gift for my Mother which was ordered in April.
Please think twice before purchasing from David jones online. I ordered and paid for a backpack online over a month ago. It has yet to be sent for shipping from the warehouse. After 1 month of waiting I decided to call them. I waited on the phone for 1 hour I spoke to a phone operator who told me he would find out /fix the issue and report back to me yesterday. I am yet to hear a reply. I have emailed DJ online and have decided to call them back today. I have been waiting on the phone for 3 hours and 30 mins with no one to pick up phone. This is beyond frustrating
Never buy anything online through David Jones
I never usually write reviews but I feel the need to warn people not to rely on buying anything online from David Jones. We have been wrestling for a month now to get any form of action or reply on a simple order and still no closer to it getting resolved. It's important to support retailers during COVID times but having this stress is a joke. I bought a heavy canvas tent from interstate last week and it turned up within 4 days so most retailers are handling online sales ok. Just not DJs. Buyer beware!
Not valuing their regular customers
My neighbour who is an elderly lady and has been always shopping for food in David Jones for many years, recently lost her bag with produce she bought in there. She went back to the shop to ask them to call her if someone finds and brings the bag back to the store. It was not much and cost like $50 the max however, shop assistant even has not offered to replace the lost items on the store's expense. I understand that it was not their fault that she lost the bag but come on she is a regular customers elderly customer and such giant as David Jones could've just given her complimentary items once in her life when this happened. Shame.
So far beyond hopeless it's just not funny
Fantastically adept at executing a sale (online) and taking your money yet wonderfully inactive when it comes time to a) send your order b) send the right order c) advise what you ordered is actually not available and you won't be getting it, after all d) communication - by far their worst ability
With fierce competition, I wonder how long DJ will continue, with appalling customer service, zero follow up, no one clearly manning the phones and total disregard for the customer experience. Is it a busy period for online shopping at the moment? I imagine so, yes, but that doesn't need to mean that the customer's $$$ are more easily parted with and that incredibly poor service is acceptable. Fail David Jones, FAIL.
Proven to be idiots 2 times around
Ordered a pair of jeans online to only receive them with the security ink tags on. Waited on the online chat system for over an hour to receive help from one of their customer service staff members. Told me to send them back, with shipping receipt in the bag to be refunded and original order slip. I not only did both but also wrote a note on the order slip stating for them to be returned without the security tag to the same address. Today I receive an email with the refund for the entire amount of the jeans. The jeans are all sold out online, a...s well as on the Levi’s website and every other marketplace I could find showing that they sold them. They tell me they couldn’t give me the jeans I wanted. I work in a retail environment myself at a Head Office capacity so I fully understand the returns procedures, as well to have gone to the effort to have written a note and another idiot on the receiving end has either discarded it OR David Jones have put the pair back online and sold them at full price as I bought them on sale. Absolutely disgusting and appalling service at a time where I didn’t feel comfortable going into store. Pathetic. Going in store in the first place is always miserable as the staff are rude and this is my first poor experience online and it goes to show the attitude travels.
Appalling, slow service
I had to call the 1800 number to place an order (price match). 35 mins wait then had to give up. Next day, 53 mins wait and still waiting. Absolutely unacceptable. Call back service does not work - doesn't pick up mobile number correctly and doesn't allow you to enter your own number. They obviously don't want to make any money.
Also given incorrect information by online chat about price matching, wasting more of my time.
Bought 3 item, to received only 2 item
Bought 2 ben sherman shirt and 1 fred perry small bag on 7 April 2020, got the confirmation email that they will make two shipping for my purchase.
I received first shipment on next week, but only 1 ben sherman shirts. I thought the other one will be in next shipping. But a few day after, there’s only fred perry bag...
Made a complain via email, only to received a reply that I should “carefully look again in the packaging”
Hello!?you think I will missed a shirt inside a plastic Packaging and accidentally threw it to bin Along with the shipping packaging
Until now, 17th may 2020...I haven’t received any reply from them
My first and worse experience online shopping in DJ
One example of good services one of very poor service
6th floor shoes. 11:30 16 may Purchased 2 pairs of Midas shoes lady helpful.
Asked to try a pair of veja shoes on. One disinterested young girl with long black hair handed them to me no words and totally unlaced and walked off. Very poor service and needless to say I didn’t purchase them as didn’t want the hassle of Lacing them up. A shame
Orders promptly fulfilled.
For the first time I purchased David Jones items online and found the experience simple. I was kept informed of progress and given accurate information about delays owing to COVID19.
Massive wait times
What’s happened to David Jones having local telephone operators? I’ve been on hold for nearly an hour listening to very annoying “music”. You can only ring a 13 number for all of the stores, nationwide, these days. They no longer have individual contact numbers for stores. A really horrible experience with no call back facility and a very poor voice recognition programme. I doubt that anyone will answer.
Questions & Answers
Is there a postage charge to return an item via post?
If I am a staff member . How doe I get my staff discount without going into the store
Hi David Jones Representatives,
I am guessing you are all busy on your phones, as we have been on hold for three hours.
Is anybody working at DJs?
Called out about why my order was not dispatched 2 weeks ago and gave me a claim number, 2 weeks after order still progress. I have inform them that I want a refund, and they said they will email a resolution team and should get in to contact with me soon. Still no response.
You have $150 of mine and I have nothing. I ordered estee lauder cream 16/04 in Garden City Booragoon and paid for it. I cannot do anything cannot get through at all on any phone. I guess I will have to go to the store. Big problem as I have just broken my wrist. So its a taxi on top of my $150 already spent. Next step is ombudsman.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.