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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.
Online order not received
Due to the pandemic I ordered a $699 coat online on the 30th April 2020. Did not receive an Australia Post confirmation that my item had been sent, so unable to track delivery status.
I contacted David Jones via online chat and telephone, they said the coat was shipped on the 1st May, however more than two weeks later it has still not arrived. Other items in the same online order arrived over a week ago, and had full traceability with Australia Post.
My issue was escalated, David Jones said via email they will get back to me with an upda...te within 48 hours. 4 days later, still no response or update, no resolution, no follow up, no ability to cancel the order, no ability to get a refund. I'm never buying anything online from David Jones again.
- David Jones Online Store
- Verified customer
Cancelled Order with no reason
We ordered an item from David Jones online using gift cards. The next day i received an email saying they were unable to fulfil the order and so the order had been cancelled and a refund would be giving within 3-5 business days.
I reply emailed to try find out what happened and have had no response. I also contacted them by the online form and also had no response. The product I ordered is still available online and also in a store within 50km of me. Gift cards have not been refunded so I can't go and purchase the item yet while the sale is still on.
Cannot get appropriate response
I recently received an order and one item was missing. All I can get is assurances that it will arrive soon and to check my tracking.
Nobody listens to the problem.
I cannot get into my account. When I I select change password the system tells me the email address is not on file. When I try to open a new account the system tells me the email address is already on file.
As a former computer systems analyst I suggest their system needs some serious attention.
Product never arrives, no assistance
I placed an order 2 weeks ago and did not receive any information regarding that order. I talked to David Jones's live chat agents and they refused to look into it for me. They just kept asking me to check my email and promising the order will be shipped asap.
Will never shop from DJ again, pathetic services and extremely frustrating to deal with.
- David Jones Online Store
- Verified customer
Appalling. Even Click & Collect went out of stock.
Ruined my Mother’s Day. Already I ordered click and collect after its website claimed same day pick up possible - after two days and numerous times to contact them, the order was never taken care of and the items were not even in stock (probably sold to other customers during those two days). How do you do e-commerce when you can’t even fulfill click and collect?!!! Now there’s no Mother’s Day present thanks to David Jones. Will NOT order from them again. Ever.
Their phone customer service bot was useless. Misunderstood my issue and “filed a c...ase” but since then when I called i couldn’t request for help again as it kept referring to a case being filed. No phone customer service was available - put on hold for hours. One staff, [name removed], from Bondi Junction customer service was sincerely trying to help. Others spoke to me in a belittling manner and one lady refused to even get my order number to investigate. She asked me to just sit home and wait for email. (Why should I put up with this when it was meant to be a same-day click and collect order and I already waited for 2 days??). Really disgraceful service.
I ordered and paid for an item at least 4 weeks ago. I have written and phoned with no response from David Jones. No product and no information has been received. I am extremely worried about my purchase and do not know who to contact to confirm whether my purchase will arrive.
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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