AI reviews summary
The overall sentiment for JB Hi-Fi is highly polarised, with a stark divide between positive in-store experiences and overwhelmingly negative online and delivery feedback. While individual store staff are frequently praised for their knowledge and professionalism, the company’s online infrastructure is heavily criticised for technical glitches, excessive wait times, and poor communication. Recurring issues regarding stock transparency, the handling of faulty products, and the reliability of third-party delivery partners suggest significant systemic friction in the post-purchase experience.
Pros
Cons
Verdict
JB Hi-Fi remains a strong choice for in-person shopping where customers can interact with knowledgeable staff and verify physical stock. However, consumers should exercise extreme caution with online orders and bulky goods delivery, as support for shipping delays or faulty products is currently reported as slow, difficult to navigate, and often inconsistent with Australian Consumer Law.
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 elimination I was pretty sure that I would need to change the SIM card. I spoke to Grant who had looked after… Read more
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.
JBs price matching policy is an absolute joke, they were nearly $300 (nearly double the price) more expensive than common competitors and would not come close in price.. I will not buy from them ever again.
- +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
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
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.
People joke about JB staff for being alternative and rude, but I've only ever found them to be friendly every time I've been there. Very happy with the mouse I got too, Great work JB. Show details
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- +3
I purchased a tv online via JB Hi Fi, the purchase process was simple and the customer service person I had been messaging was very helpful. We agreed that the tv would be delivered the following Wednesday. Unbeknownst to me the 3rd party company JB outsource to tried to deliver the tv on Tuesday (I was in the CBD in meetings) I had to… Read more
subsequently chase JB’s partner to reshuffle the delivery again after I have explained they turned up a day early. 2. Days later the tv was delivered, I had been given a timeframe of 8am to 5pm for delivery and told that the driver could not SMS me when they were on the way as they don’t have a company phone. So the expectation was for me to be home all day just waiting. When the driver eventually arrives I had to help him carry the tv in. I rang JB to complain about this experience, I was on hold For over 2 hrs. I was offered a $10 voucher for my inconvenience. I will never shop at JB again there customer service is nothing short of a disgrace. JB blames there delivery partner - however it is there choice to work with a sub standard, shoddy partner and blame them for the poor experience. I bought a tv via the JB website - I have no relationship with who they choose to deliver there items. This once great Australian business is not the same and they no longer care about there customers or the experience they provide. How does it take over 2 hours to be able to speak to someone in the first place. I would provide a zero star review if possible (footnote they also refunded me $22 for the delivery - which isn’t really an accurate representation of wasting 3 days of my life and getting me to move my own tv, I when I have paid for delivery and removal). I will never purchase a thing from JB online
- +7
Very disappointing experience purchasing through the JB Hi-Fi Marketplace. I purchased a HOTO 4-in-1 Air Duster and Vacuum as a gift through JB Hi-Fi, however the item arrived appearing already opened and/or previously used. The protective wrapping had already been opened and there was visible brown dust/debris throughout the vacuum head and… Read more
internal filter system before the device had even been used once.
I had to send multiple follow-up emails and complaints before finally receiving a response.
While JB Hi-Fi acknowledged the product “was not up to standard,” the overall experience has been frustrating and inconvenient, especially considering the product was purchased through the JB Hi-Fi platform and intended as a gift.
Very disappointed with the quality control, handling of the issue, and overall customer experience in this instance.
Be careful, the payment website does not accept Ultimate gift cards. You need to exchange them for JB Hifi cards. But instead of telling you this, the st^pid website simply states "Give it another go or try another payment method", see attached. Why would I try another payment method when I have spent $400 on gift cards to use on the JB website.… Read more
Horrible online chat support, no acknowledgement of their defective payment screen nor apology for wasting so much of our time. This is a clear case of misleading and deceptive conduct .
I would give 0 if I can. I ordered cable for speaker because I couldn’t find it in any stores in Perth.First delivery date was around 15.4.2026. Than I received message that is delayed, then again change of date of delivery; than again!?!? Don’t understand why parcel going from Welshpool to Greenfields; passing destination (Rockingham) to be… Read more
delayed delivery again… Don’t buy from them…. It’s totally unacceptable and ridiculous… Why putting dates if you can’t get it delivered on time…
- +6
This review is to complain about - Lame customer service received from JB HiFi. - Horrible goods quality received. Incident: (Purchase order screenshot provided - purchase order.png) On 26March2026, I bought two items online on JB HiFi, - Breville the Smart Air Viral Protect Max Purifier $462 - Breville the AntiViral HEPA-13 Filter $79.96 with… Read more
delivery fee of $15.98.
(Goods condition screenshot provided) On 01 April 2026, the items delivered to my address. I noticed that - The Purifier's box is badly damaged and fixed with tapes. - The Purifier's box has been opened from the bottom.
(Conversation screenshot provided - CustomerServiceResponse_1.png) On 02 April 2026 at around 12pm, I contacted JB HiFi via online chat and "[Name Removed]" responded. - I explained to him my issue with pictures provided(as attachment), - I was instructed to bring in the item to the store for fault assessment. - I clarified that, this is a brand new item and it was delivered with bad condition and box for a purifier been opened, and I wanted a replacement to my address for convenient swap. - and yet, he insisted to have me go through fault assessment in one of the store. - I questioned him if he is fine to receive lemon car from dealer when buying a brand new car. - "[Name Removed]" replied "Items need to be assessed by store either way" and terminated the conversation.
Here comes the question, is my last message to [Name Removed] aggressive enough for me to terminate the conversation in such a way? or he is taking advantages of protocol on this matter. Personally, I don't see he is putting any efforts for better pleasant resolution.
Very well done JB HiFi, to be correct, very well service [Name Removed].
I purchased two 55" Samsung TVs Q7 QLED model SKU84810 For $900 each on the 25th February 2026. On the 20th of March I noticed the same model is sold for $695. I have lost $205 for each TV $410 in total that's a substantial sum for a retired senior. I rang them and put my complaint in writing with my invoice and their ad. Their reception was cold… Read more
and final answer is ,THE PRICE WAS RIGHT AT THE TIME OF SALE. I am sure the management is aware of the fact that this is run out model and they are going to slash the price further. Anyway, I have been JBHIFI s loyal customer for many many years and spent thousands of dollars over the years. I WILL NOT STEP IN TO JBHIFI anymore. THEY HAVE LOST A LIFE TIME CUSTOMER FOR $410. A word of caution to the future buyers, if you are buying a discount product ask the question that this product is not going to be reduced in three weeks time ( they are clever they will not reduce it for 14 days if they, then they have to replace or match the price) or a discontinued run-out model.
Latest follow-ups
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
Purchased a Xbox had a problem with it took it back to be repaired told 4-6 weeks maximum . It’s now been 8 weeks no updates ever been given to us in that time frame . Finally spoke to the manager and requested a refund due to lack of updates and an… Read more
unreasonable time frame for this to be resolved. Manager refused and was completely unreasonable and told me that they shipped a new Xbox to us days ago funny that they told my hubby the exact same thing last week and we are still waiting! Was never asked if we wanted a new one or given any options just told we are getting a new one ! Spoke to fair trading they advised me to put a complaint in for I have an every legal right to a refund ! This is the worst experience I’ve had from any retail company nothing but frustration! Once bitten twice shy ! I’ll definitely be going back to Domayne they know how to look after their customers!
Follow-up · When we got the call that the Xbox was back staff told us it was a brand new Xbox .. we check it out and any fool could tell it was a refurbished Xbox demanded a refund straight away and after almost 3 long months we got our money and went to Domayne and purchased a brand spanking new Xbox . The funny is I was warned by many people that JB HIFI… Read more
Never order anything online from JB Hifi, I ordered online 5 weeks ago, still waiting on the tracking details, I even went in store to get assistance and was told I’ll just have to wait. In future I’ll shop elsewhere as there are many options other than JB Hifi Show details
Follow-up · after the 6th week i went back to JB Hifi and received a full refund
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Positive reviews
Purchased new earbuds from Mount Barker jbhifi, fantastic store. Had the pleasure of dealing with Bee and Dan, both very helpful, polite and knowledgeable. Highly recommended for all your electrical products. Highly recommended
Well, after a monumental stuff up on our part that ended up with a large TV going to be delivered when no one was home that day it was sorted by JB hi-fi at Loganholme. A huge things to Dan, and the installers who agreed to take it out and install it the next day. Show details
The experience i had in this store was great(Shellharbour) but unfortunately I was not told when purchasing a headset you needed a PC for an xbox headset. Plus, I the product I wanted to review os not on the website. JBL Quantum 910x Xbox edition. Have owned this headset for around 2 months. Great headset, but does have some flaws... 1 - You… Read more
need a pc. Yep, even though it is designed for Xbox, a PC is needed for any firmware updates and changing settings, which does not say anywhere on the box packaging. Which is hard when I dont own one! Big oversight and nearly false advertising!! 2 - Battery life is not accurate and actually bad. They say you get 37 hours. I am lucky to get a full day out of it and I charge it every night! 3 - The app on mobile has never worked, even went through support but they say everything was fine. I cant change any audio profiles, even clicking on different ones, the sound does not change. Lucky I ended up buying the Dolby so I atleast have an EQ! 4 - The lights, you cannot turn them off. That has to be done on PC, again a headset specifically designed for xbox needs a PC to even be able to turn the lights off, which absolutely drains the battery with the constant flashing! 5 - The sound. The sound is actually great, but only have like 2 sound settings. Head tracking on/off or spatial sound. THATS IT.. The noise cancelling, honestly isn't the best. I still hear outside noise somewhat, but does muffle the sound slightly. 6 - The feel of wearing them are pretty comfy, and yes a little heavy, but they begin to slide eventually, which is noted by various reviews. For a headset with a price of $499!(i paid 248) should be better quality in that department.
To sum it all up, they are a good headset except for the App not working like it should with audio profiles not changing the sound at all, needing a PC for updates or setting changes like turning the lights off to save battery. Which is hard when one doesnt own a PC!
Store experience was great as they price matched, hence why I got it 50% cheaper! Always keep that in mind, they will 100% price match anything if its available at any place online or in store, except obviously Ebay and Amazon ect.
Negative reviews
Here was the task: Receive an order for a product, pull it from inventory (either central warehouse or store), package, address, send. JB HiFi seems unable to do this process reliably. Even though there are hundreds of companies that can do this, JB HiFi has management of such limited ability that they are unable to >>copy<<. Here is what… Read more
happened. You judge...
Online process was a warning: "Click and Collect" wouldn't work. Local store in Newcastle had no stock and, for some reason, the local store couldn't order it in. Instead the system required delivery from somewhere else..
It took two weeks (two weeks!) for the order to be processed. Fulfillment ended up being from Tamworth. Why would Tamworth post a small product to Newcastle? Because it was an opportunity to get rid of damaged stock. Yes.
What arrived was a battery box that had been opened and clumsily re-sealed. Had the battery been used? Had it been mistreated in someone's hands and then returned? It's a NiCad battery - misuse can mean fire risk. So JB HiFi Tamworth delivered this used stock.
Want to call customer support? Good luck. The queue is always long. They want you to go online and play with their chatbot. Takes five minutes get put into a queue for a human. I'm 53rd in queue. It takes 22 minutes to get to 7th. And then? "Higher than normal calls" (do they think anyone believes that?) so the site suggests email. I'm 7th. I'll wait. 15 minutes to get from 7th to 2nd.
The JB HiFi staffer is just doing a job. Not her fault. It can be 90 seconds between responses. So she's handling three or maybe five calls at the same time.
The solution: Tale the bad product to a bricks and mortar store where they will replace it or...! ORDER IN A REPLACEMENT. But be sure to take the invoice with me. Invoice? In the delivery package. Nope. So after a few more minutes I get a PDF of the invoice. Oh yeah... they refunded the delivery charge. Yay.
I'm yet to go to the PHYSICAL STORE and see whether they have one on the shelf (why didn't click and collect work?) or order one in.
I will never, as in n.e.v.e.r. buy from JB HiFi online. I will only walk into a store if I just happen to be near one. Even then, exercise caution. The people seem good. But management? No idea how to run something this big.
The website is so terrible its almost unusable. JB HIFI should be embarrassed for putting this out to the public. It is so slow, the filters are terrible, its an absolute nightmare to navigate. The only redeeming factor is the staff in store are good. There are plenty of ways this website could improve, being able to search by products that are… Read more
available in your chosen store, having the "My Store" setting in the account overview to change manually, having it not so outrageously slow to load. This is the only website I have had to wait over 30 seconds to fully load one page. In 2026 this is crazy.
Have bought numerous products and tried to buy a tv. Filled in details and JB hifi decided I was a scammer. I emailed support who never sorted it out. A week passed and they eventually fixed the error at their end by which time I’d bough elsewhere Show details
Recent reviews
Don’t order online, no satisfaction, live chats disconnected after 98 minutes phone disconnected after 53 minutes. Sometimes a bargain isn’t worth the poor service. Show details
I bought a new hard drive from JB Hi-Fi ( Loganholme in Hyperdome Central Mall )- on 30 June and transferred many important files to it. After only 3 weeks, the hard drive stopped working and I could no longer access any of my data. The store only offered two options: exchange the hard drive or receive a refund. However, both options required me… Read more
to return the faulty hard drive. If I wanted to keep it and try to recover my important files, I was told to find an external repair or data recovery shop and pay all costs myself. JB Hi-Fi would not provide a refund, replacement or any assistance with the recovery cost if I kept the faulty drive.
Because the hard drive contains many important files, I felt unable to return it immediately. I was very confused and had no choice but to take it home.
Although the store offered a refund or replacement for the product, I am very disappointed that there was no practical support for the serious data loss caused by a hard drive that failed after only two weeks. This experience caused me significant stress and wasted a lot of my time. I understand that the store offered me a refund or replacement, but I still feel their response was irresponsible. This was a data storage product, and it failed after only two weeks. The main problem was not only the cost of the hard drive, but also the loss of access to many important files.
To receive a refund or replacement, I had to return the faulty hard drive and give up the chance to recover my data. If I kept it to try to recover my files, I had to find an external repair or data recovery shop and pay all costs myself, with no refund, replacement or assistance from JB Hi-Fi.
*The staff member explained these options and then simply handed the faulty hard drive back to me. He stood there casually shaking his leg, which made me feel that my concern was not being taken seriously. I felt that all the risk and responsibility were pushed back onto the customer, even though the product failed shortly after purchase. * The staff member also told me that this was all they were required to do and that the rest was “up to you.” This made me feel that they were simply ending the conversation rather than trying to help with a serious problem caused by a product that failed after only 3 weeks.
I left the store feeling confused, stressed and unsupported.
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