David Jones Online Store

Hello David Jones Customer Care (and Dhona), Re: ORDER NUMBER: (Submitted via email at Customer Care- 15/10/26) I am contacting you regarding a perfume I purchased from David Jones. After checking its batch code, 24M29M159, multiple batch-code checkers reported a manufacturing date of June 2022 and flagged the product as having exceeded its… Read more

recommended shelf life. Product age: 4 years and 4 months.

**NOTE: THE MANUFACTURING DATE HAS BEEN CONFIRMED DIRECTLY BY JIMMY CHOO**

Under the Australian Consumer Law, products sold to consumers must meet the consumer guarantees, including being of acceptable quality, safe, fit for their ordinary purpose and reasonably durable. These requirements are outlined in sections 54 and 55 of the Australian Consumer Law, where applicable.

I am therefore uncomfortable using a product that has been flagged as being well beyond its recommended shelf life.

I purchased this perfume with the reasonable expectation that it would be of acceptable quality and suitable for its intended use. Had I known that its age might be a concern, I would have wanted this information clarified before purchasing it. This was not disclosed to me at the time of purchase, & I was sold a product that is beyond its recommended shelf life without any disclosure of its age or the potential implications for its quality and suitability for use.

I purchased my Dior perfume from David Jones as I thought it would be manufactured more recently than the ones from Chemist warehouse.. and my concern re shelf life was raised by myself, via online chat before I purchased my product online. The age of your products was not disclosed to me.

**Australian Consumer Law**

Under the Australian Consumer Law, products sold to consumers must meet the consumer guarantees, including being of acceptable quality, safe, fit for their ordinary purpose and reasonably durable. These requirements are outlined in sections 54 and 55 of the Australian Consumer Law, where applicable.

I should not have to rely solely on a third-party website to raise concerns about the age and suitability of a product purchased from a major Australian retailer. I expect products sold by David Jones to meet the applicable consumer guarantees and to be supplied in a condition consistent with their intended use.

**Requested Resolution**

I am seeking an appropriate resolution under Australian Consumer Law, including consideration of an immediate refund of $79.99 or replacement as the product has been found to not meet the applicable consumer guarantees. ( Without me having to return the unacceptable and unusable product, as I am physically unable to, hence my online purchase).

If a replacement is decided, I request David Jones to provide me with the batch number of the product BEFORE it is sent to me, to ensure it meets the requirements of the ACL Consumer Guarantees, re: "Premium cosmetics are expected to provide a reasonable period of use under the ACL's "acceptable quality" consumer guarantee.

If the replacement still does not meet these requirements, then an immediate refund must be made without me having to return the unacceptable and unusable product.

The product has exceeded its recommended shelf life, so therefore returning the item must not be required, so it can be destroyed my end. I cannot attend a post office to return this expired product, and cannot attend in store as there are non near me. Which is why I purchased online, trusting that I would receive an item which meets the consumer guarantees.

I have included my proof of purchase in my email sent & online chat this morning, photographs of the product and its batch code, and a screenshot of the batch-code result.

I expect a full refund of $79.99 from David Jones, if a reasonable replacement cannot be organised immediately, without me needing to attend a post office to send back a product which is unsafe to use .... Please note that you reselling this product to another customer will be yet another breach of the Australian Consumer Law : "Premium cosmetics are expected to provide a reasonable period of use under the ACL's "acceptable quality" consumer guarantee" and all fully explained reasons above." So therefore returning the expired product is not necessary.

This product needs to be destroyed by me.

Please treat this correspondence (my email sent) as a formal complaint and provide a written response outlining the findings of your investigation and the proposed resolution.

I would appreciate a written response explaining how David Jones intends to resolve this matter in accordance with its obligations under Australian Consumer Law.

I trust that David Jones will address this matter seriously and in accordance with its obligations under Australian Consumer Law. If the matter cannot be resolved directly, I will consider seeking guidance from Consumer Affairs Victoria or the ACCC regarding the appropriate next steps.

**Please also see below outlining the ACL:**

Under the Australian Consumer Law (ACL), all products supplied to consumers must be of acceptable quality and safe to use. If a business supplies expired beauty products that fail to meet these mandatory safety standards and pose a severe health hazard—such as the risk or occurrence of severe skin infection, respiratory issues, skin irritation—this issue should be escalated immediately, of which I can do. I, as a Consumer, I can formally report these hazardous goods to the national regulator via the ACCC Report an Unsafe Product Form to help ensure public safety and hold non-compliant businesses accountable.

**Product Quality and Potential Safety Concerns**

This mandate extends to premium fragrance products. While a small number of consumers believe fragrances do not spoil, expired perfumes carry distinct risks. As the chemical composition of a fragrance breaks down over time, oxidized ingredients (such as oxidized terpenes) can transform into potent contact allergens. Applying an expired perfume directly to the skin can cause severe skin irritation, chemical dermatitis, redness, rashes, and acute allergic reactions.

The chemical degradation of a product is particularly egregious when a company markets and sells a premium perfume product which has well exceeded its recommended shelf life, manufactured 4 years and 4 months ago.

Premium cosmetics are expected to provide a reasonable period of use under the ACL's "acceptable quality" consumer guarantee.

Selling a luxury personal care item with a completely spent shelf life—leaving the consumer unable to reasonably use the product as it has degraded into a potential chemical irritant—constitutes a failure to provide safe, acceptable goods and warrants formal reporting to Australian consumer protection authorities.

I look forward to your written response as an email reply to my email sent this morning.

Poorly made designer puzzle ring medium large – Poor quality design of designer puzzle ring blue stained finger plus gold finish come right off

Recently, I placed an online order with David Jones and received an email several days later stating, "Unable to fulfill the order and rest assured that a full refund has been processed". Naturally, I believed that my entire order had been cancelled and refunded. The following day, I received another email advising that my order had been shipped.… Read more

Needless to say, my immediate reaction was one of complete confusion. After checking my order status through my online account, I discovered that the bonus gift had been removed from the order, while the remaining items had been dispatched.

I am extremely dissatisfied with this outcome. The bonus gift was one of the two key reasons I placed the order, the other being the $70 gift card promotion. To qualify for the bonus gift, a Sisley hair tool, customers were required to spend more than $380 on Sisley hair products. Given that Sisley is among the most expensive hair care brands on the market, it is uncommon for many customers to spend that amount unless they are specifically aiming to qualify for the promotion.

What is particularly frustrating is that the bonus gift continues to be advertised on the David Jones website as part of the Sisley Hair promotion and is shown as available at the CBD, Bondi Junction, and Chatswood stores, all of which are conveniently located near my residential address.

I have contacted David Jones multiple times regarding this issue. Unfortunately, the only explanation I have received is that the gift is "out of stock", which appears inconsistent with the availability information currently displayed on your website.

I also questioned why David Jones could not split the order and source the promotional gift from another store. This is especially puzzling given that a previous order of mine was split into five separate shipments without issue. Despite raising this point repeatedly, my question has been ignored and no meaningful explanation has been provided.

In addition, I have asked why a misleading email suggesting that my order could not be fulfilled and would be fully refunded was sent in the first place. I have also requested an explanation as to why the bonus gift was removed from my order, with my online order details explicitly showing it as "deleted", without any prior notification or consent. These questions have likewise gone unanswered.

Until now, I have generally had positive experiences with David Jones. However, the handling of this matter has left me deeply disappointed. The lack of transparency, the conflicting communications, and the failure to address straightforward questions have seriously undermined my confidence in both the online store and its customer service.

Rather than making a genuine effort to resolve the issue or honour a promotion that materially influenced my purchasing decision, David Jones appears to have taken the easiest path and then avoided providing clear answers when challenged. As a long-standing and loyal customer, I find this treatment unacceptable.

To say I am disappointed would be an understatement. This experience has led me to question the reliability of the David Jones online store and the trustworthiness of its customer service. I expected far better from a retailer of David Jones' reputation.

I ordered a Valentino Earring with swarovski rhinestone at David Jones thinking it will be the same earring i ordered from Valentino itself online, because collection point of DHL Valentino’s courier is far if i missed delivery. I thought David Jones would be easier. Biggest mistake, i received it today and it is FAR different from Valentino, it… Read more

wasn’t an earring, judge from the photos itself compared to the one i ordered from Valentino. I even checked both product number and they are not the same. Surely if theirs is from Valentino it would have the same serial or product number. I complained online but as usual you talk to a virtual assistant. So i went at David Jones and looked on their return policy. Well i don’t wanna go in the city, way too far from me, but if i return it online, i have to pay for the postage. Terrible customer service, and i am a regular customer. Please let this be a warning to everybody ordering online. Easy return? A total lie! And i ordered such an expensive item. I should complain David Jones to Valentino office itself for the kind they were selling their product. I enclosed both photos - one in the long box is From Valentino, the one in small box is David Jones, and i included also 2 close up shots of the earring from David Jones and one close up shots from Valentino and you will see the big difference. And DAVID JONES WANTS ME TO PAY FOR THE POSTAGE TO RETURN AN ITEM WHICH WAS THEIR MISTAKE! Compared to other known brands online, they offer free returns but not David Jones. Total nightmare! Please take note before ordering from David Jones online.

Ordered neutral light no, 5 Georgia Armani as have light skin, but received no.15 for very dark skin. Returned same day only to get it sent back saying your fault, not our problem. Never ever have I experienced bad service from David Jones, and to be lied to I am not happy and will never trust or buy from David Jones again. As you can see a… Read more

big difference in colour foundations I use. Never buy from David Jones, they are untrustworthy and do not care. Product was sent back unopened and unused as was incorrect colour they sent me. Can never use as I do not have black skin and giving wrong colour as I always have used light no, 5. So minus 10 stars to this dreadful company

Purchase Leni Collared Cardigan by Aje St. I’m 5’3-56k Size Small (true to sizing) / gorgeous cardigan with a high collar great for winter wear for warmth -Wear high collar up or undone - A good thick knit & Fit . Yarn is Soft not itchy on skin - style is very flattering roomy compliments figure not oversized yet I could fit two layers neath… Read more

this cardigan. Colour is Garnet it’s a rich gorgeous colour. I used David Jones app to order purchase this top Again they are such an efficient organised store. No shipping cost and arrived within 3days They also deliver on weekend Saturday so no having to wait till the next week if ordered mid week. Love David Jones they have quality merchandise of labels clothing and other merchandise great sale prices Packaging is always great and care taken Tissue wrapped like a gift which is lovely they give this personal touch. David Jones I Highly Recommend for shopping and This AJE Cardigan I could not be happier with is truly a gorgeous modern styled quality knit and very warm versatile to match with skirts or pants Thankyou (colour is the darker depth in photos light & position taking photo caused the lighter colour. It’s a deep rich chocolate raisin colour goes with just about any colour on the wheel of colours :))

I recently purchased a Charles & Keith bag from your online store as a birthday gift, however I am really disappointed with the condition it arrived in. The bag appears to have food particles/dust marks all over the suede material, and I had to spend time trying to remove them myself. Even after cleaning, some marks and particles are still… Read more

visible.

I was also disappointed that the bag was not wrapped or packaged properly when it arrived, which made the overall presentation feel poor for a new item purchased as a gift.

For an item purchased from David Jones, I did not expect it to arrive in this condition.

Lesson learned do not ever purchase from this store again. Worst experience ever!! Purchased a dress for a function with 8 weeks to event. Said dress never left dispatch and could not get an answer from anyone.. started asking for a refund and all you ever got was sms text messages but never spoke to a real person. Will never shop or purchase from David Jones again…

Ordered online - what a disaster. This is the third time its happened - David Jones do NOT try to help. I will never buy from the again online. I ordered a dress and shirts, they are supposed to send you a receipt of your order - it never came (again), i tried to ring them at 8.30 am - their "AI Elizabeth" said they dont open for customer service… Read more

till 11am but would i seek other assistance and i replied yes. It then sends you a link to their CONTACT US page but guess what - nowhere on this page can you actually contact them, there is no email, there is a series of FAQs but no link to follow up an order unless you open an account (who would after this stuffing around but too late AFTER an order anyway). They have a nice line on this page it says "For live support, please visit the Contact Us page on our website to connect with Customer Care." but we are already on that page and when you click CONTACT US - you come back to the same place. Interestingly it says customer care opens at 9.30am. These idiots dont have the customer interest at all. And when you call them (after 9.30) i gave up after 40 minutes as there is no callback feature. David Jones customer care doesnt exist! I tried again at 1 pm and the phone actually cutout after an hour! I DO NOT RECOMMEND DAVID JONES FOR CUSTOMER CARE OR ONLINE - DO NOT GO NEAR. And finally the customer feedback link - it doesnt have email either, they only accept it in writing to Level 21-22 Melbourne Quarter Two 697 Collins Street Docklands, VIC 3008 Australia They just want to make life hard - and yes they debited our funds from our credit card and have not delivered the items ordered over a week ago.....we live in same city as the store and we still dont have the receipt for the purchase

Buyer beware. This online business does not comply with ACCC consumer law. They think they can do this by using their own Terms and Conditions where it says they can supply you with superseded versions of the product. this also say they do not… Read more

warrant that information on their Website is accurate. They have sold & sent us a newer inferior, altered product that is different to the product’s details, Codes and batch type numbers shown on the label that they show & advertise online; where the older model advertised was what we wanted but refuse to replace or refund it, saying their terms and conditions allow them to supply newer versions that do not match the advertised illustrated version . BUYER BEWARE.

Absolutely disgusting, non-existing customer service from DJ online. I order an expensive Guerlain beauty set, and received a confirmation email with the picture of the product (same as the pic on the website). Today I picked up the parcel from the… Read more

Parcel Locker, and I was shocked by the big size of the box, filled up with packing paper, and in the middle there was the small box of the beauty set. But I've got a wrong set of the same brand, not the one ordered, nor the one pictured in the confirmation email, and the item number on the packing slip is wrong as well. Moreover, the received beauty set is not even listed on DJ website; I know because I check often their web for this brand. Contacting DJ is a nightmare, there is no customer service by phone, the live email chat is a joke, you chat exclusively with a bot, then you receive a txt on the phone that you will be able to chat by txt in 48 hours, really?? I check DJ policies for returning an item, and off course they expect you to pay for sending back the parcel, justified "as change of mind". However this is their mistake, not my change of mind!! Every online shopping brand that I buy from, if they make a mistake they apologize and send by email a return label for free shipping to be attached to the parcel, except DJ. I am appalled that this "mistake" from DJ is a constant issue, I read dozens and dozens of customers reviews who have experienced the same situation, receiving wrong items. I have purchased from DJ online for over 12 years, and had never have any issues before. It is obvious that DJ has decided to go cheaper, removing any chance for customers to contact them by email or by phone as it was before, and I believe that their online order departments and warehouses are managed by incompetents, inexperienced staff in order of saving costs. After reading from other reviews that it can take 30 days or more for the refund and the return shipping would be at my cost, (plus it would cost me time off from work to go to the post office!), I have decided to keep the wrong set as I love Guerlain brand. However, I will request from DJ the price difference refunded, because the retail price of the wrong Guerlain set I received is lower than the set I ordered. DJ is gone down the hill since the partnership with Latitude, an awful financial company. I will update my review if I don't receive a refund for the price difference and I will report DJ to the Consumer Affairs.