AI reviews summary
Pros
Cons
Verdict
Customer experiences are sharply divided between in-store and online interactions. Those shopping in physical locations generally praise the helpful staff, extensive product ranges, and efficient price matching. Conversely, online shoppers report significant frustrations regarding delivery delays, uncommunicative courier services, and prolonged wait times when attempting to reach customer support for refunds or issue resolution.
One of the worst shopping and repair experiences I have ever had. After this experience, I would never buy an ASUS laptop again, and I have completely lost confidence in JB Hi-Fi. I bought an ASUS laptop from JB Hi-Fi for my son when he was starting high school. It cost nearly $2,000, so this was a very significant purchase for us. My son later… Read more
accidentally dropped the laptop. I want to be completely honest about that. The laptop was still working, but the lid was not closing properly. I took it to JB Hi-Fi for repair and paid approximately $280 to have the problem fixed.
When the laptop came back from the repair, the lid was closing again, but the laptop appeared BENT. My son noticed it immediately and kept telling me, “Mum, the laptop is bent.” We raised this concern, but it was not accepted.
Only two days later, the touchpad physically sank into the laptop by approximately half a centimetre. This problem had NOT existed before the repair.
We took it back again. This time, they accepted there was a problem and sent the laptop away for another repair. When it came back, the laptop appeared even more bent. Again, we complained about it.
Then, while my son was simply transferring his files back onto the laptop from his hard drive, the right-hand side of the touchpad sank down AGAIN.
So, for the third time, we had to take the laptop back to JB Hi-Fi.
I was told that because the problem had happened again, the laptop would most likely need to be replaced. I also made a formal complaint to JB Hi-Fi, but I did not receive a proper resolution.
Eventually, I went back to the store myself and was told that ASUS/the repair technicians had assessed the laptop as being bent and were now asking for approximately another $750 to repair it.
This was extremely frustrating because the laptop being bent is EXACTLY what my son and I had been reporting since it came back from the FIRST repair.
I then asked the JB Hi-Fi Altona North manager to provide me with the technician’s written assessment or the communication explaining why the laptop was considered bent and why I was being asked to pay approximately $750.
I was told that this communication was between JB Hi-Fi and the repair company/technicians and that they could not provide the emails to me.
Terrible network service and especially telstra network is absolutely the worst I've ever experienced. Constantly looses coverage and have to reset everything to gain reception. Telstra does nothing to rectify the problem or provide any compensation of two years disruptive services. Stay away far away from anything telstra and. Jb Hifi related
------WARNING ------DO NOT BUY FROM JB HI-FI BUNDALL — APPALLING CUSTOMER SERVICE Our experience with JB Hi-Fi Bundall has been absolutely appalling, particularly the way our complaint / warranty repair was handled by store manager Chris. Our Nespresso Creatista Plus developed multiple faults from new before eventually failing completely. Rather… Read more
than taking responsibility for resolving the matter, we were repeatedly told the store’s “policy” was to repair it. When the machine was eventually returned to us , after 5 weeks ..... it was in an unacceptable condition , damaged and accompanied by a service report stating that no fault had been found.
We sought further assistance and were met with what we considered an arrogant, dismissive and belligerent attitude, with seemingly no genuine interest in resolving the problem or listening to our concerns.
Most concerning, when the brand itself suggested that a Return Advice could be raised, Chris refused to do so and continued to insist that JB Hi-Fi’s policy was to repair the machine. That response spoke volumes about the attitude we encountered.
We have never experienced such poor customer service from a major retailer. After spending several hundreds of dollars on a product that developed repeated faults, we expected reasonable assistance — not resistance, dismissiveness and an apparent care factor of zero.
The matter is now before Queensland Fair Trading regarding our consumer rights and the way this matter has been handled.
We will never purchase from JB Hi-Fi Bundall again. This experience has completely destroyed our confidence in the store and its management.
If you are considering purchasing from this store, I would strongly suggest thinking about how you might be treated if something goes wrong with your purchase.
Reviews with attachments
- +3
I initially gave a 2-star review, before getting the issue resolved. I was still upset due to the miserable Good Guys experience. I have changed this toa 5-star review. I ordered a 98" and 75" TV in-store on 22/12/2025. The two TVs were delivered today, 02/01/2026. The 98" TV had clearly been opened before, the manual was missing, the cord was… Read more
used, the stand was scratched, the batteries were already in the remote. I didn't fully unbox the TV or test it as I wasn't willing to accept it. As soon as I noticed that the product packaging was already opened I took photo and video evidence. Clearly I had been delivered a second hand TV. I did contact the JB HiFi store it was ordered from and they did order and delivery a replacement which was new 1 week later without fuss.
Very good Customer service from Rome of the Prahran store, State of Victoria. Very good selection of stock. Show details
Terrible After Sale Service - JB HiFi Staff Lies and Don't Help at All for Warranty Claims – Terrible After Sale Service - TCL TV - Very bad after sale service. JB HiFi staff (Mount Druit NSW) lies and don't help at all. JB HiFi Warranty claim team said TCL support team tested the TV for one whole week but could not identify the issue, so no issue at all. I brought the TV at home, and TV is still malfunctioning... pausing/hanging,… Read more
automatically changing apps while the remote is lying on table (so no button pressed e.g. automatically changes/switches apps between Prime video to Youtube and NetFlix to youtube, somtimes gets stuck or navigation keys stuck. I called TCL TV warranty claim support, and they confirmed that they didn't receive the TV and JB HiFi team tested it. Now JB HiFi say they cannot do anything because the warranty time has passed, and suggested to contact TCL if they can help. Don't recommend JB HiFi at all.
DELIVERY MISMANAGED - NOT following what's written on the TV box by Manufacture – We bought a Samsung 65 inch TV from Castle Hill store. Its Clearly written on the box TV should be carried by 2 people and should not be puled or dragged.(see attached) However the The Toll Delivery company sent only one person. Day 1: Delivery Person came to deliver the TV, but he could not take the tv out of the van and he left. Day2.… Read more
Different Driver came, Since its too heavy for him He was flicking the TV upside down from the van and dragging the TV on the road and foot path. then to the house.
1) Why JB Hi Fi is not instructing their delivery contractors to follow the manufactures instructions written on the TV boxes. We are coming to your store to buy the TV and we expect the TV to be delivered in good condition. 2) Toll, Delivery Company also Not following what is written on the box and sending only one person and dragging the tv. This was loaded by one person in to the van and delivered by one person. Mishandlings the TV can damage the TV.
I am hoping that JB HI FI will read this review and take necessary action to fix this issue. due to data issues I have only attached small part of the video
Please see the attached images
- +2
I am a disabled pensioner dealing with severe chronic pain, and my experience with JB Hi-Fi’s customer care has been deeply disappointing. I purchased a premium AndaSeat XL gaming chair for critical back support, but within 8 months, the high-density foam collapsed and permanently sagged, making it unusable and severely worsening my physical… Read more
pain.When I requested a remedy under the Australian Consumer Law for a major failure, the senior online service team attempted to force the physical burden of the return onto me. Despite being formally notified that I have an explicit physical disability and medical driving restrictions that prevent me from dismantling, packaging, or transporting heavy, bulky furniture, they stalled for a week and told me to find personal assistance to take it apart for a courier.Shifting the legal and physical burden of a bulky goods return onto a vulnerable consumer directly violates basic consumer guarantees. Because JB Hi-Fi completely ignored my deadlines and failed to coordinate an assembled collection from my home, I have officially lodged a formal dispute with the Queensland Office of Fair Trading (CRN: 203225831956998). Vulnerable buyers, please be very careful purchasing bulky items online from this company.
- +1
Two weeks of bait-and-switch, fake deliveries, and total corporate cover-ups. This review is strictly for JB Hi-Fi Online, not their physical retail stores. They completely destroyed what should have been a special 57th birthday gift for someone very dear to me who suffers from arthritis in her knees and a deteriorating eye condition caused by… Read more
diabetes, requiring painful fortnightly injections. I wanted to buy her a $1,000 LCD TV for her bedroom where she rests.
The nightmare started two weeks ago on a Thursday when I tried to buy it and they hit me with a bait-and-switch tactic. They did it to me AGAIN that Friday. After fighting them, a gentleman from JB Hi-Fi called me last Monday, claiming he rectified the stock issue. Because I work in Ballarat and travel between Melbourne and Ballarat Monday to Wednesday, I explicitly told him it could ONLY be delivered last Thursday.
Last Thursday, I spent 8 hours waiting at home. The courier driver did a "ghost delivery"—logging a fake attempt without ever ringing my Google Doorbell or leaving a card. Caught on camera arriving, gently tapping knocking on the door and leaving within a minute. The delivery was then redirected to Friday, forcing me to wait another 8 hours. Because of this complete logistical failure, she was forced to miss a vital dental procedure scheduled for that Friday.
When the TV finally arrived, the box was severely smashed and damaged. I legally refused delivery. Despite the broken product going straight back with the courier, JB Hi-Fi's online team tried to hold my $1,000 Afterpay funds "ransom," telling me I had to wait weeks for a warehouse scan to get a refund.
I had to aggressively cite the Australian Consumer Law and threaten Consumer Affairs Victoria action before they finally backed down and issued the refund on Monday morning event though i had contacted them numerous times on the previous Thursday and Friday. However, even though they finally processed it, I still cannot buy her a TV today. I am forced to wait days for the funds to clear back into my account because of their continuous incompetence.
When I formally demanded that a senior manager call me to explain how this occurred, JB Hi-Fi Online deliberately routed my complaint right back to the exact same Team Leader who refused to escalate my case in the first place, letting their own staff cover up their failures.
Furthermore, when I spoke to Consumer Affairs Victoria, the officer shockingly told me "no harm done because you got a refund" and that "businesses get scammed a lot so they are careful." I told him straight: if a multi-billion dollar business is so fearful of fraud that they treat honest citizens like scammers, falsify deliveries, and hold money ransom, they shouldn't be running a business at all. Just because I stopped them from getting away with it doesn't mean they aren't doing it to hundreds of other vulnerable people who don't know how to fight back. If a person tried to break into my car and I stopped them so they didn’t get away, that doesn’t mean no crime was committed and they should go free! They will keep trying this on others who don't complain. Avoid JB Hi-Fi Online completely.
The worst service experience received from a retailer store. Jbhifi Loganholme from management terrible example for the employees. I purchased an iPhone 17 still under warranty and has had ongoing issues. After multiple visits to Apple, the phone was assessed and a significant fault was identified, requiring a logic board replacement. Apple… Read more
approved the refund. JB Hi-Fi initially agreed to refund me — then a particular manager who I had dealt with previously changed its position.
This is no longer just about a faulty phone. It is about consumer rights, accountability and what feels like a power play rather than a genuine attempt to resolve the matter.
I have experienced intimidation when attending the store, which is completely unacceptable.
Apple themselves have put a complaint against the store and management on my behalf. This they did themselves as they are shocked to know the mistreatment I’m receiving. Very unprofessional
I am not asking for special treatment. I am asking JB Hi-Fi Loganholme to comply with its obligations under Australian Consumer Law and resolve this matter properly.
I will not be intimidated, bullied or pushed around nearly two weeks how disgraceful
Consumers have rights. I know mine — and I intend to stand up for them.
Jbhifi I suggest you train your managers on how to treat customers and the way I have been mistreated unprofessional.
I have an online platform Tik Tok Live @theresezu you are welcome to share your complaints on there Mondays Fridays 7pm. As consumers we have rights. As for professionalism. That needs to be improved .
Warning, DO NOT sign up to JB Mobile if you are planning to go overseas. They are virtually uncontactable if something goes wrong. I emailed the help email from their website SEVEN TIMES and did not get a response for a FULL WEEK. The reply simply said 'we don't help at this email' and redirected me to a live chat that kept dropping out (not my… Read more
internet, their end) and then completely froze after wasting 30 mins of my time. The app didn't work overseas, and when my data ran out the link to pay for more also didn't work. I was stranded with no working phone overseas and no one to assist. Absolute nightmare, avoid at all costs.
The item arrived with a price of $219 on it but I paid $249. I tried to contact customer support via the chat and after 25 mins, when I was second in the queue, I was told to submit it as a ticket. I did that, with attached image and explanation. That was 4 days ago now. From next in line to 4 days no answer. Pathetic. Show details
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Purchased DJI Avata 360 drone for $1,619 on 1 August 2026. Parcel contained a keyboard. Visited Indooroopilly store 6 August to reject the goods and demand a refund – manager refused, said warehouse investigation needed. This is a major failure under the ACL. Filed a formal complaint (Case Ref: # 4918673) and issued Letter of Demand. For a… Read more
high-value item, I expected immediate resolution, not delays. Avoid mixed online/in-store orders from this location unless you are prepared to fight for your statutory rights.
- +2
Ok so I ordered canon printer ink online and received 2 x LP records, tried talking to their stupid online bot who had no idea what I was talking about and finally the bot said a agent will get back to me within 24hrs, after not hearing anything I rang the jbhifi customer hotline only to be told I’m 26th in the queue, 2hours and 6 mins later I… Read more
finally got to speak to J ( full name withheld to protect their privacy) who was so polite and actually helpful, he sent an email to the store where my purchases came from as he felt it was a mix up between 2 orders and said someone will be in contact with me from the Warrawong store, the following day I received a phone call from KA ( name not fully disclosed so as to protect her privacy) who asked what would be easier them sending a new pre paid package for me to return the records or bring them to the local store for exchange, I stated taking to local store would be easier as waiting for a pre paid package to return it would no doubt take time so she said ok no worries I’ll refund you the delivery cost off your original order, I went to the Warrawong store asked to speak to KA and some male staff member said to the other lady behind the counter just swap that for that so I got my ink and they got their records but no mention of the delivery refund money? Then J the original guy I spoke to sent me an email asking if he can close this support ticket as his notes state the items have been exchanged, I emailed back no we can’t close the support ticket as I haven’t received my delivery refund yet. Still waiting for a response about that. The whole purpose of buying stuff online is so you don’t have to go to the store, but this mix up was ridiculous I get mistakes happen but the stuff around to get what you actually ordered in the first place is a joke. Not to mention the extra petrol, time spent on the phone and with the bot, and the actual people in store, and then money spent on delivery that I didn’t actually receive correctly This was a very unpleasant experience
I purchased a Microsoft Surface Pro and JB Hi‑Fi Extra Care because I specifically wanted protection for a device that would be used by my 10-year-old son at school. Before purchasing, I asked whether the cover included accidental damage, wear and tear, and issues arising from normal use. Based on the advice provided, I purchased the extended… Read more
warranty until 2028.
When the Surface Pro later developed serious battery issues (only 30 minutes battery life) and screen pixel defects, my claim was rejected by SquareTrade. I then contacted JB Hi‑Fi Indooroopilly, where I was told I had "misunderstood" the original advice. Promised follow-ups did not occur and I had to chase updates myself.
The final explanation was that the battery may be faulty, but repairing it could risk damaging the screen, so the claim would remain rejected. This is not what I expected when paying for extended protection.
I feel misled about the coverage provided and disappointed by the lack of support when I needed it. I have since escalated the matter to the Queensland Office of Fair Trading.
Very disappointing experience.
Very disappointed with JB Hi-Fi Indooroopilly and the way my issue was handled. I purchased a Spacetalk Adventure 2 watch for my son around 10 months ago, and despite having an extended warranty, the store refused to replace the faulty product. The watch has stopped working, and the customer service experience with the store manager on 18/07/2026… Read more
was extremely disappointing and unhelpful. When a product is marketed for children’s safety, parents trust that it will work when needed. Unfortunately, both the product reliability and the support provided by JB Hi-Fi have fallen far below expectations. I expected better customer service and support from such a large retailer.
I ordered three items including a vinyl figurine. Two items arrived fine but the third was in a broken box held together with dirty sticky tape. Inside was a plush keyring so not the correct item at all. It was clearly a returned item and there is no way someone could have packaged this box without seeing how damaged it was. Emailed JBHiFi… Read more
three times over one week with no answer. Contacted paypal and received an instant refund. The following week I had calls from jbhifi finally trying to sort it out. When I mentioned that I already had a refund they ended the call. No apology, no attempt to improve the situation.
I have had positive experiences with jbhifi over the past decade or two but in this case there was no customer service to speak of which impacted a birthday gift. Sigh… another company to avoid.
I received a Pokémon TCG box that was already damaged on arrival. The packaging was not adequate to properly protect a collectible item, which resulted in additional damage during transit. I’m very disappointed with how this issue was handled by customer service. The resolution offered did not reflect the actual loss in value of a limited… Read more
collectible item, and was limited to a delivery fee refund, which I don’t consider appropriate in this situation.
During the online support chat, I also experienced the conversation being ended before the matter was properly resolved, which added to the frustration of the overall experience.
Given that this is a limited and difficult-to-replace item, I expected a more reasonable and accountable approach to resolving the issue. Unfortunately, this experience did not meet that expectation.
Latest follow-ups
My daughter traded her iphone 13 in online for a new 17 and received confirmation that she'd get $270 as a trade in. She had to send her phone to Assurant insurance company who provided the label so there is no tracking. They just charged her 270… Read more
and said the phone never arrived and now they don't respond to her emails - I would avoid this type of trade-in that JB is offering as you end up dealing with an insurance company that just doesn't care
Follow-up · I've been asked for a follow-up but there was no follow-up - never heard from them again
I was in JB Hi-Fi at Macarthur Square and I popped in because I was having issues with my security camera with the SIM card (4G Uniden SIM card enabled camera )... possibly being corrupted .After conducting a few tests and by a process of… Read more
elimination I was pretty sure that I would need to change the SIM card. I spoke to Grant who had looked after me the last time I was in the store (with excellent service and advice !! ) and without any hesitation, problems or issues Grant changed the SIM card immediately. I then reprogrammed the camera which then successfully became operational showing live footage and storing images as well. There has been no error messages or video issues since we replaced the SIM card and I can only thank Grant for his professional can do attitude and fuss free attitude in resolving my camera problem. This was just a repeat of how he looked after me when I was in the store the last time... very much appreciated and absolutely fantastic !!...he should receive employee of the month or at least be rewarded and acknowledged for his great customer service skills .....and is definitely a valued member of JB Hi-Fi Macarthur Square. So if you require to purchase anything electronic , electrical , phones or advice and or service you can't go past JB Hi-Fi at Macarthur Square... speak to Grant or any of the other knowledgeable team members in-store.
Follow-up · Just a follow-up to my Uniden 4G camera which is still working perfectly... It was definitely a corrupted SIM card which caused the camera not too function correctly, that is to record or display (playback) recorded images. I originally bought this camera from JB Hi-Fi in Caringbah about 6 years ago (now expired warranty of course!!) but the… Read more
While staff at the stores are really good buying anything online is not worth it as they use team global for there couriers.which have a 96% negative review.if you are buying install they are good otherwise buy from Amazon as they have a lot better couriers and tracking system Show details
Follow-up · I would never buy online from them again extremely poor service .they didn't even follow up enquiry
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Positive reviews
Scott from Mandurah WA store was fast efficient, and ordered instantly my request with home delivery this week at a discount. We are most impressed with Scott’s sales knowledge and ability. Thank you Show details
Went into the Westfield Mt Gravatt store to grab a new phone. Went smoothly thanks to the very proactive and friendly staff. Cheaper in person that via Apple, and got the screen protector applied for me. Strong recommend.
I've just bought a replacement printer from JB Hi-Fi Ballarat, and I want express my heartfelt thanks for the wonderful personal service received. I had gone first to the Canon website, wanting to stay with what has been a reliable brand. From there… Read more
looked at two local stockists (Officeworks and Big W). Neither local store could be contacted directly - as I wanted to go into Ballarat, I sought to find out if they had the item in stock. So I rang JB. First plus was that I got through to the store, and a helpful staff member ran through some options. I drove to the store, talked through options and ordered and paid for a new printer (it would have to come from Melton). Advised two days later that it was ready to pick up, and it's now plugged in and working. After the frustration with the other stores, I was almost in (happy) tears at JB. Maybe we are lucky with the staff at Ballarat. If so, please never change! We bought our new laptop here last year too, and will be back for our next purchase. Personal service is a precious plus.
Follow-up · Follow-up answers: - in-store payment was easy by credit card - staff did not explain setup, because I didn't ask. It was explained well by Canon, and went ahead without a hitch - the pickup notice was clear. As I think I explained earlier, I live out of town, and I was on my way in to Ballarat when JB rang me to say that they would have to get… Read more
Negative reviews
I buy mobile with jbhifi with sim plan and hading a issue with network and they cant help me out with this problame it s very annoying and shitt service Dont buy from here
I ordered a gift card to be mailed to me and the estimated delivery date was 13 days later. When it didn't arrive I phoned and was told that delivery could take 15 business days and any delays were the fault of Australia Post. I gave it 15 business days without an outcome, and I then phoned on 2 occasions only to be told I was 16th and 21st in… Read more
the queue, which are unacceptable times to wait on hold. The online chat wait time was no shorter, and I sent in a complaint which only generated an emailed acknowledgement and no further contact.
My next step will be to phone at opening time, request cancellation of the card and demand a refund. They are obviously not disposed to employing a sufficient number of staff to offer a decent level of customer service.
I purchased a pair of headphones same day delivery from and ended up with an empty box…. I had to contact customer service but they did not bother to reply. I contacted the store and they said it was too late to mail out a replacement. I had to go into store and get a replacement and then remind the salesperson I deserved a delivery refund… also their recruiting process sucks Show details
Recent reviews
This company is by far the worst customer service I've ever experienced at any store. Why do they have an online chat button to press that never works. Waited over 40 mins to be asked to submit an enquiry by email every time I tried. So, submitted the email enquiry with no response. It's a sham. No customer service for online shopping will never shop there again. Show details
Bought a refurbished iPhone 14 through JB Hi-Fi. It has been faulty since day one, with Find My/location disappearing for up to 15 hours on my 14-year-old daughter’s phone. Reported it 7 September. Nine days later, still no resolution—just being passed to a Marketplace seller and asked if I “still need help.” I’ve spent over thousands with JB… Read more
Hi-Fi. I expected them to stand behind products sold through their website, not pass the buck.
Absolutely unacceptable service. I won’t shop with JB Hi-Fi again.
Extra Information
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