Reviewer Photos & Videos
- David Jones Online Store
- Verified customer
I placed an online order for a range of items. Firstly the length of time to receive the goods was terrible. Items were split up. 3 items I ordered still had the security tags on them. I was told the easiest way to get them removed is to go into a store. If I wanted to go into a store I wouldn't have ordered online. Now in the midst of COVID, I am heading out to the post office to send the items back. I am so annoyed!
failure to deliver and refund
I ordered a fridge for $1187 delivered. Not delivered after 6 weeks, asked for refund and told I will get one. 1 week later asked for another refund still none.
- David Jones Online Store
- Verified customer
I buy clothes and shoes for hubby from David Jones online store, yes it can be pricey yet the best quality
I usually shop when they have sale almost monthly or every 2 months they have like 30 percent off clothes
Crazy deals there fast free shipping but gotta be really fast as the good sizes vanish in a blink of an eye.
They return policy is easy i dont go for second thought if i see something good.
Purchased an almost $400 coat online and returned it in the Parramatta store on 16/05. I still have no refund and it's 3/06. I called and emailed several times to no avail. No respect for their customers.
DO NOT SHOP ONLINE AT DJs
Order not shipped over a week after order. No reply to emails, online chat wont give any details and wont tell me when it will ship (if it will ship). Wont give my money back.
Worst online shopping experience EVER.
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.
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.
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
Not a good experience
Purchased a jacket on-line which arrived after three weeks. Jacket was two sizes smaller than that ordered. No number available to discuss so sent it back, but had to pay for shipping. No reply tried Help On LIne, on hold for 25 minutes for them to disconnect when I was number one in the queue, so no ability to contact them, they had the jacket and my money and I was out of pocket for postage. Finally, I received an email to say that they didn't have my size and refunded money, still $15.00 out of pocket for postage, Customer service non existent and absolutely no care or interest taken. Never again.
Exchange Item still not delivered
Ordered shoes from David Jones online website on 7th April. delivered on 16th April and found the size is not fit. Went to DJ store at Chadstone on 19th April to exchange to the right size. A store person advised that they don't have the size in the store and will order and deliver to my address. Called the Chadstone store on 3rd May asking for the order status as it's still not delivered. A nice lady advised to call again on Monday as their logistic department is closed on Sunday. I called again on Monday and got through after around 40 minute...s and a guy told me after he followed up with their logistic team said that the order has been canceled and refunded which is not right as I did not see any money refunded or received any email/communication regarding to the cancellation. He then apologized and admitted that it does not look right as I have valid store receipt for the exchange and will raise a high priority case for their logistic team to investigate as he can't do further. He promised me as well that someone will contact me within 48 hours to resolve the issue. And now 48 hours already still no one contacted me and I tried to call them with no luck after almost 2 hours waiting on the phone but finally could get through to their Chat Online portal. After another wait for 30 minutes, their chat online person can only advised me that they can't do anything and suddenly disconnected my chat session after I asked them nicely when, how, or who the contact person in David Jones who I can contact or contact me to resolve the issue. Now I just hope someone from DJ will contact me as they already have my money but I still haven't got the shoes. Will never ever shop online with them and no surprise if they go into administration with their poor online service process.
Refused to abide by ACCC consumer rights on their own website.
Bought an iPad Pro, got home and as soon as I started tapping it it made loud cracking noises, called Apple suggested I go back and exchange it. Called [name removed] at Bourke Street store, told me if he hears the cracking noise he would exchange it, got there with my child and [name removed] immediately told me I would have to leave the store and go to a Mac Store in Collins street to get a report before he could do anything, he refused to even inspect it! I quoted their website (see below) and he said he couldn't do anything unless I had a r...eport. Asked for a refund, exchange, anything. Didn't want a $1500 product that is making strange cracking noises every-time I touch it. He called his manager and same thing. Told me that their contract with Apple states 'no refunds or exchanges without a report' So what would happened if I purchased it and it was broken in half? Intimidated and disappointed. Have been a long term loyal customer. Can't imagine they will be in business much longer. Please try and avoid them. They do not follow ACCC laws and make their own rules which are simply bias and not fair to us as customers. Its 2020 not 1980! "As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from David Jones. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian or New Zealand Consumer Law"
returned items in store (purchased online with afterpay) so was refunded via afterpay..
3 weeks later I’m still paying this after pay off as they NEVER refunded my afterpay.
Spoke to customer service showing them the after pay order which has the items listed that I returned and they turn around and tell me it’s been returned ...
Fraudulent if you ask me.
Have submitted another email now requesting for it to be reviewed and the response was ‘it’s been returned for order 125263’ funny thing is .. that wasn’t even the order number I gave them !
Mailed out a white dress with a permanent marker on it!
Purchased a white dress online. When it arrived after 5 days i unwrapped it to find what appears to be a red permanent marker line/ or lipstick mark on the bottom of the dress.
Called customer service they saud i could return it at a store and then rebuy a new one at a higher price...rather then offering me an exchange...and they wanted me to travel to hornsby(1 hr drive from my house) to get it! Shocking non existent service
I purchased 3 candles in beautiful glass jars, online. On delivery, one of the glass jars was smashed into smithereens. I rang Customer Service, waited an hour to get through, and finally spoke to a nice operator who assured me she had opened a new case file and I would receive an online credit in a few days. All I had to do was reply to an email she sent me, and attach photos of the smashed product. I did so, and waited a week. Heard nothing back so tried to call Customer Service again but the queue was choked, so sent another email. This was...6 weeks ago and no one has ever got back to me. You can't get through to an operator unless you're prepared to wait hours on the phone, and they don't reply to emails. I've given up on the hope of ever getting my refund and will NEVER buy anything online from DJs again.
On hold for over 2 hours, this was my first order online with DJ, after 2 hours I couldn’t be bothered being on hold. Two emails and still no response.
Extremely slow customer service
I was trying to reach out DJ for almost four weeks now with no success. They delivered a wrong order and I wanted it to be rectified. Spent hours on the phone and online chat, sent pictures and still no response. The answer is that my case with the resolution team... Terrible experience!
Stock was so old the plastic was disintegrating
I purchased some make up online. Part of my order was a Clarins face and body self tanning bronzer. I have been using this product for years. When the product arrived the plastic covering on the bottle was so old that it disintegrated in my hands and the Clarins logo on the bottle came off with it. The lotion inside smelt extremely strong, like it had evaporated into a concentrated version of itself. I immediately tried to call David Jones. I was on hold for in excess of 30 minutes both times before I gave up and emailed them, attaching photos ...of the product they had sent me. The response? Crickets. Nothing. In frustration I went to the store. The shop assistants were pleasant but like I pointed out to them, online shopping is not an opportunity to dust off out of date stock from 1976 to send to unwitting customers. I got a refund after they had no stock on hand and I have now taken my business elsewhere. I got the same item at the same price with free delivery, and will now buy all of my make up elsewhere. I generally spend about $500 every three months in a bulk buy, so I guess David Jones don’t care enough about my business or my loyalty to ensure I return. A bit arrogant of them given the state of department stores in Australia and their decline pre virus. Speaking if the virus, not much in point in ordering online if it ends up in a visit to the store. On another note, which I am sure many women can relate to, I cannot count the amount of times I have shopped for make up in store and there is no one to serve me, and when I finally find someone, they are not familiar with the brands I am buying. And then, to further add to my frustration there is usually no stock of many of the items. Their fault? No. Cost cutting leads to no staff and no products. It makes it look like people are not buying in store when in fact people would shop in store if staff and stock were available. I will be sad to see department stores disappear in Australia, but the only people to blame are management. Ridiculous mini versions of stores are pointless. Minimal staffing is pointless. Perhaps management should work the floor and the phones and then maybe Australians will get the sort of department stores that we’re crying out for. In the meantime, my loyalty and money will be given to someone else.
Disgusting service in this Covid climate
David Jones accounts seem to be working fine- they took my money for my goods, but only delivered 1 out of 3 items
Same as other reviewers- hours spent on the phone and no reply to repeated emails
I do not want to give them 1 star
I will be using MYER online from now on
Woeful Customer Service
Don’t bother trying to contact David Jones customer service for help with anything, including following up a return or trying to phone a store for help. You will get Liz the virtual assistant who is hopeless and then be put on hold for 1-2 hours with terrible hold music. Centrelink can do better than this. What has happened to this once awesome institution? So disappointing.
Terrible customer service
I ordered a Lancome serum set online in March. DJ took my payment, then no confirmation email, no delivery detail, of course, no Lancome. I emailed them, no reply. I called them twice, waiting in line for 15 mins each and then got hung up, twice.
I tried online chat 4 or 5 times. I waited at position 40-ish to 2-ish and somehow I got cut offline.
I finally managed to talk to a person from the customer service team, telling me my order was not completed. But I have checked my bank account and I have been charged. The girl said they would invest...
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.
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