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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.
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.
- David Jones Online Store
- Verified customer
Quick delivery, good selection and price
After placing my Mother’s Day order last Friday, then reading reviews here I was very worried that I would receive my order in time. Whilst I have ordered through David Jones before with no issues, I was worried with the current situation and the increase in online orders there may be issues.
I am very happy to report I have received my order today. My order was fulfilled correctly, packaged well and neatly organised. When placing my order I found everything I was after on the site and they were competitive in pricing.
I do agree that ‘old school’ service at most stores has gone down hill ( David Jones included), at this time I am very pleased with my experience.
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.
Mostly useless - terrible online experience, out of stock, delays
I give up! Every.single.attempt to purchase from David Jones online is a poor experience. Over the past year (see, I've given them a really good chance to improve - especially as I have given them feedback time and time again about what is wrong!) - first up - there are items that are "click and collect only" for absolutely no apparent reason whatsoever. Get one size in something can get it delivered, pick another size it's click and collect only. I am shopping online because I don't want to (& virtually can't during COVID-19 now) go to a st...ore. What is the use of browsing and choosing things if every second or third thing is click and collect only - and I'm talking small homewares, clothing - and today SOCKS! Why! I did a big shop during their % off sale stuff near the start of the COVID lockdown on 7 April. It's now 5th May and I'm still waiting on some stuff to come - from where the Moon? (Can't blame AusPost as they've not delayed anything from other coys this long!). Their picking of products seems to come from various stores where they may or may not pick your order before it is already sold off the floor. It's hit and miss if your item will be available. I ordered 7 pairs of shoes (for various family members) and only TWO - yes 2 - ended up being sent out. One pair of shoes I was emailed "it's on it's way" -with a tracking number - next day "We can't fulfil this". What happened to the parcel that was packed with an AustPost tracking number? I'm still waiting to see if it turns up, is lost, was never despatched? I haven't had a refund yet... it's in limbo... I am going to have to chase that up at my time/expense? What sort of stock system do they run? Seems each item comes from a different location in its own good time. I can't see how they can't have a central dispatch from their warehouse where all items make their way backloaded to a central point where they are packed and despatched. They must be drowning in postage costs sending things out one by one. Another time I was charged separate postage costs $10 for each item because "they did not come from the same location" - no info was ever given on which mystical locations items were from. Both items I ordered were from the Christmas stuff... I guess one came directly from Santa in the North Pole and the other was made in Taiwan perhaps? Different postage from these DJ locations? (In fact if I spent over $99 my postage was supposed to be free so they upped that to $20 for 2 items which they eventally after me wasting precious time back and forth explaining the situation did refund me the postage). Today (5 May) DJs is having a 40% of reduced clothing and accessories sale. I clicked the link. Site down "for maintenance" - seriously? Eventually, sometimes it works, sometimes it doesn't. Eventually I look for the socks I want to buy. Sorry - click and collect only. What-the-actual.... WHY can't they POST socks out? WHY would I want to GO to a store (especially during lockdown - but EVER really) if I am buying online. Yet the full price socks I can get delivered. The linen shirts are reduced - ooops but none left in any size - oh wait this colour has sizes left but they are FULL PRICE still. What a farce. I've given up - I'm not doing the DJ Online thing anymore. Rubbish at anywhere-near-accurate stock levels. Hit and miss as to whether an item can be delivered or not, so why would I bother wasting my time browsing and choosing only to be told I'd have to pick it up (live too far; no time; why would I want to!?). Why would I waste my time buying to have a proportion of the stuff I've browsed, considered, read up on, and selected to then be not available at the time they eventually get around to picking it days and days later? Stop wasting my time David Jones Online. Your system needs an overhaul. You will not survive if you wander around in a dreamworld of 1960s retailing systems (but without the 1960s customer service). You need to be sharp, efficient, same-day picking, same or next day despatch from store. Or have a central despatch with some stock there and extras sent into a central despatch same-day from stores. NO "click and collect only" UNLESS something is too large or super-fragile. That really peeves me and I won't stand for it. If you're going to play the online game, play fair or go home.
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"
Do not purchase online!!
Purchased items 5 weeks ago, Australia Post lost the items. First person I spoke to was Clare was trying to be helpful however advised could not process a refund till items were returned to them. Which was disappointing as Australia Post lost them. A week past still nothing, got in touch withe them today after 1 hr wait time, had a sarcastic arrogant women on the phone told me Clares information was incorrect, and they do not follow up through Australia Post. Told me to send the email from Australia Post to advise items were lost to them so the...y process my refund in 72 hrs then hung up on my face! The service levels are appalling considering such a large organisation. Ive had other smaller companies with better customer service especially when items were lost they compensate immediately and do the chase up for you. I will be advising all friends and family not to deal with this company!
Hair dryers in David Jones
Be sure you know what hair dryer you want before you purchase from David Jones. I purchased one recently, and asked the sales person a couple of questions which he obviously knew very little about. The answers he gave me were incorrect, wouldn't show me the one in the box and failed to tell me David Jones have a no returns policy on hair dryers. Features of hair dryer also failed to be accurately described on box.
Very disappointed and definitely won't be returning to purchase electrical appliances from David Jones Indooroopilly as they have salespeople selling items they don't know much about.
- David Jones Online Store
- Verified customer
Cancelled my order
Spent $200 on a microwave online. Then got email saying they cannot fulfil my order and will process my refund within 5-7 days.
So why is the product still online?
Main issue is Communication
I've bought a vitamix blender and Simpson Front Load washer. Both were well priced and both turned up within a reasonable time frame. The main issues are that the online support is terrible and inaccurate. And the big items like washing machines are drop ship deliveries and the communication between David Jones customer service is non existent. I could never get an ETA for my washing machine and it turned up before they could ever give me one. In short service and communication is terrible but items do turn up.
Not a shred of customer service
Ordered a book and Easter chocolates on 1 April 2020. The book arrived on 18th April and there has been no sign of the chocolates since. Tried emailing three times and holding on the phone three times for at least 50 minutes until I gave up. I understand that the circumstances are difficult, but David Jones should be delivering some degree of customer service. I will make sure that I never deal with this company again - pity, as David Jones used to pride themselves on their service!
Trying to get through on the phone is a JOKE. 1st time i waited 1.5hrs and 2nd time, 2.47hrs, Hugh the 1st operator couldn't wait to get me off the phone, and was rude. Isabelle 2nd time, opened a case a week and half a ago and i still have not recieved a reply. i sent her an email last week to follow it up, still no reply. I really thought David Jones was up there premium level, sadly not!! The Customer service in other stores such as Myers, Big W, Target, Best and Less and supermarkets is way more professional. Good luck with buying on line and trying to get through to the call centre with Liz their virtual operator, could not even get through to their Miranda store last week. Had to drive there and leave my elderly father on his own.
Still waiting for order
Placed an order online(order number :12940568) on 5-Apr-20 and I am still waiting for the delivery.
I have been chasing daily for any update since 17-Ap-20 and every time I am promised a resolution but no action, same old story, same old excuse - we will get back to you.
On 28-Apr-20, I requested(on chat) for a refund - which was declined saying that it can done by support team and I have not way to reach them.
Also, i was told due to systems limitations and organisational limitations, my case cannot be expedited
- David Jones Online Store
- Verified customer
Pay extra for express delivery and just get parcel post.
On April 25, I ordered a gift from David Jones to be sent to a friend.
I selected David Jones because they offer gift wrapping ($9.95) and express delivery ($12.00) which is necessary during the COVID-19 crisis unless you are prepared to wait up to one month.
On April 27 I received tracking information which detailed the item was being sent via regular parcel post. I immediately called the David Jones online customer service line. After being on hold for one hour and thirteen minutes, the call was answered and I was told by “[name removed]”...that she would call me back within the hour as the package had not left David Jones yet. It’s now five hours later, and I have had no call. After another almost two hours on hold, I am told that the parcel has left (as standard parcel post) and David Jones will not refund me the extra money I paid for express delivery. The most appalling service I have received in a long time.
I bought goods in store for delivery, the store sales person entered my old address from my licenses. I have been trying to reach their 1800 number to have the delivery address updated. I have not been successful, I was put on hold for an hour this morning which I dropped off and now once again I am on hold for 45 minutes without any response. There is no options for self service and there is no update on the wait times or indication of your position on the queue.
Fast delivery with no hassles
Due to the negative comments others are leaving, I will detail my positive experience. On the same day we ordered one item from David Jones Online and another item from another well known store. I found the David Jones store was easy to navigate and the item was a great price. The key was in the delivery time with the David Jones item arriving 1 day before the item from the other store. I can recommend the service and I have no hesitation to order again.
NIL customer service online
Do not buy from DJ's online. Wrong product delivered. Can not get answer where my purchase is - have called 8 times. Takes forever to get thru to an online customer operator. Dreadful service - so disappointed. Noone returns calls. Still waiting.
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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