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.
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
Disappointing return experience – unexpected delay and process gaps I purchased a 32" MSI monitor yesterday at around 5pm. After carefully unboxing and setting it up as per the instructions, I turned it on and noticed the screen was already damaged. After waiting approximately 56 minutes in the support queue (with a couple of disconnects), I… Read more
finally reached online chat. They were unable to assist and advised me to visit a store for a return (Request #317200). At the store, the staff were helpful and inspected the product, but I was told the damage showed “fingerprints and physical impact.” I did handle the monitor to remove the stand and repack it—however, that was only because I needed to return the already damaged unit. I was then informed that the product would need to go to the manufacturer for assessment, which could take 4–6 weeks. Unfortunately, I had to rush to pick up my daughter, so I couldn’t discuss this further at the time. A few concerns:
1. The return process feels unnecessarily long and unclear for a product that was damaged out of the box. 2. It’s surprising that in-store staff cannot access online order details, especially when customers are directed to stores for returns. The policies don’t clearly communicate that outcomes depend on manufacturer assessment, with JB Hi-Fi acting more as an intermediary.
For context, I’m a professional TV installer and have handled 650+ installations over the past 4 years, so I’m well aware of how to handle fragile electronics. I’m happy to provide credentials if required. Overall, this process has been frustrating and leaves me waiting with uncertainty. I’ve had warranty and return experiences with other retailers, and none have taken this long or been this unclear.
I just buy samsung tv from jb hifi carasoul. Brodie sales person very nice and very respectful and guide I try my steppay account for payment but it's declined so many time but he guide me properly . I appreciate Brodie then finally I buy my dream LED EVERY STORE HAVE THESE TYPE OF CUSTOMER REPRESENTATIVE LIKE BRODIE . THANKS SO MUCH Show details
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
- +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].
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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.
Bought a microwave In December 2025 and it came in January with a huge dent. Impossible to get intouch with them and they push tou to the online platform into a long queue which always refreshes and throws you at the back of the queue again. Pathetic service. Show details
Long time JB customer. I prefer instore buying so I can pick well. Lots of variety and great quality, great customer service maybe its because they know me and I have money to spend anyway I have never had an issue. Recent purchase in ear phones. Top brand. Very pleased. Show details
- +2
Bought our Fisher & Paykel Top Loader from JB HiFi brand new (we still have the receipt.) We have had it for some years but it started to go off balance with almost every wash. Hubby who fixes many things decided it was the balance rods and bought them to replace. Imagine our shock when he open the mechanical part of the machine to find they had… Read more
been replaced previously. The screws had not been replaced in some and it had marks by the repairer. We have never had this machine opened like this nor have we had it repaired. We believe we were sold a refurbished machine as a NEW machine. We are disguised ! have contacted JB HiFi Frankston several times on this matter and spoken to [Name Removed] and [Name Removed] both said to be managers but they say it has been escalated but no feedback to us. Old for New never buy another thing for JB Hi Fi or Good Guys Frankston as they are believed to be jointly owned. Not even worth one star. Look at the pics below of the inside. Does this look like a NEW MACHINE to you !! lOOKS LIKE FRAUD TO ME !!!
I wasted a whole day waiting near my front door for a delivery. The earliest delivery time given by sms was 8:48 am. As the day progressed, more messages pushing back the delivery time, with the last being a window between 4:14 and 6:14pm. Then at 5:03pm, a new sms saying delivery attempted. No idea how, as no one came to my door. No truck in the… Read more
street. No delivery card left. My dog, who barks whenever someone comes to the door, made no noise at all. No word yet about where my parcel is or how I will get it. So now I have paid for an item and delivery service, and have received neither. Update: the delivery time SMS messages began again next day, 30 January. The earliest delivery time was 9:50 am. The time window adjustment sms continued. Parcel finally delivered at 1:33 pm. No further mention of attempted delivery. 20+ SMS messages from delivery agent, Team Global Express. Absolute joke.
This has been the most frustrating online shopping experiences. My delivery window was clearly scheduled between 12:00 PM and 2:00 PM, yet I received an SMS at 8:15 AM, followed by another at 8:30 AM stating the parcel was “unable to be delivered.” I had two colleagues in the office from 8:00 AM, both of whom confirmed that no one attended, no… Read more
doorbell was rung, and no card was left in the mailbox.
What made this even worse was JB Hi-Fi customer service’s response. After contacting JB Hi-Fi for support, I was told that I could call an Uber! That is an incredibly unprofessional and disrespectful response for a paid delivery service.
Update: Tracking now shows “Check address – held in depot.” The parcel was scanned at Woolloongabba and marked “Unable to locate delivery address,” which strongly suggests no delivery attempt was ever made.
This is not a delivery service, and the lack of accountability from both the courier and JB Hi-Fi is completely unacceptable.
Latest follow-ups
JB HIFI honoured refund of faulty Product – I purchased a TV made by TCL from JB HIFI. Unfortunately from only March to the end of May the product developed a line of dead pixels. TCL resolution of this issue was professional, streamlined and oddly for a massive organisation in my… Read more
experience, very considerate of my input and contentment with the process. They have also received a 5 Star rate for service. JB HIFI staff were equally professional and followed TCL’s email indicating if I wanted to either receive a store credit or refund. I chose refund. After I impeccably bubble wrapped and boxed up the TV etc to keep it safe from damage, I forgot the Remote amongst all other documents and cables. JB HIFI trusted that I would return with it even after receiving my full refund. Of course they could halt refunding I’m sure, but I greatly appreciated the gesture of trust, and I promptly returned the device.
Follow-up · How was the TV installed? I carefully installed as per directions. I’m a stickler for following manufacturers guides. Was the TV wall mounted? Yes. What caused the dead pixels? A fault with the screen. I was told it was a known occurrence.
I am extremely disappointed with the service at JB Hi-Fi Chermside regarding a faulty Philips 4300 Coffee Machine (purchased 24/11/24). We bought this machine specifically to avoid the daily expense of buying coffee out, but it has developed a major… Read more
internal clear water leak and is unusable. When I brought it in, JB Hi-Fi refused an immediate replacement or refund, quoting a 4 to 6 week assessment time. For a household where two people drink two coffees a day, being without a machine for 6 weeks means spending roughly $20–$25 a day at cafes. That’s nearly $1,000 in extra costs over their "assessment" period—literally the price of a new machine! Under the Australian Consumer Law (ACL), JB Hi-Fi is the responsible party, yet they tried to push the responsibility onto Philips and quoted an entirely unreasonable timeframe for a remedy. Expecting a customer to wait over a month for a primary appliance while incurring massive daily costs is a failure of service. I’ve had to take the unit home to deal with it myself to reaxh out directly to the manufacturer. Them telling me it will be faster to do that. If you expect a retailer to stand by their products and respect your consumer rights, look elsewhere.
Follow-up · After walking out of the local store, I took the fight online to JB Hi-Fi’s customer support. It wasn't an easy start—the first online representative I spoke to completely brushed me off and tried to close the issue. I had to persistently escalate the ticket just to get it reopened. Once it was forced through to Em, a Customer Service Team Lead,… Read more
I purchased the TV wall mount from JBHiFi at Stockland’s Burleigh Heads The staff were extremely helpful to select the right rated bracket for my TV. The instructions were like any other imported items, lost in translation so not that difficult to install anyway.
Follow-up · Note: - The correct mounting bracket for each TV unit is paramount. The cable management was ok, but I also used some cable ties. Mounting the bracket was Straight forward using a stud finder to locate the studs then, mark and drill the first hole at the top and screw the bolt in with some tension to be able to move the bracket up and level, then… Read more
Find out how JB Hi-Fi compares to other Electronics & Computing Shops
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Positive reviews
Mile End store was amazing - greeted at the front by friendly man and directed to the fridges - Chris in that area was just amazing - he was polite,friendly and very helpful with a great price - went down the road to the competitor and it was the complete opposite- no greeting and not one person came near us to help - I know where I’ll be shopping again Show details
Breaking news… If you need great customer service and the best deals on electronics, go see Andrey at JB Hi-Fi.Wood Grove Melton Vic He’s the best! Friendly, helpful, and really knows his stuff. Definitely a 5-star experience. Show details
e enthusiastic: Big shoutout to Mira in Mount Druitt for the incredible job setting up my new iPhone 17! Super efficient, helpful, and made the whole process hassle-free. May you continue to help more customers We need a service like yours !!
Negative reviews
Extremely disappointed with the rigid and completely anti-consumer customer service at JB Hi-Fi. I bought a Eufy security camera bundle from them, and recently one of the cameras developed a clear hardware fault. Since it was purchased locally, I took the faulty unit into the store expecting a straightforward warranty swap or replacement under… Read more
Australian Consumer Law.
Instead, the staff refused a direct swap because it was an "older version" and part of a bundle SKU. Their "solution" to my problem? They told me I either had to uninstall every single working camera, cable, and the HomeBase from all around my house and bring the entire bundle back for a full refund, or handle it myself directly with the manufacturer.
This is an absolute joke. Forcing a customer to tear down a completely functional, time-consuming home security setup just because one individual component is faulty is lazy and ridiculous. Instead of resolving the inventory issue internally, they chose to make it my headache and give me the run-around.
Because of this rigid, unhelpful attitude, I will be taking my business elsewhere and won't be buying from JB Hi-Fi again. If you buy any multi-pack or bundle from them, beware that they will make your life a nightmare if a single piece fails.
Poor Customer service, False/miscommunication/misleading their customers, Contacted to price match for one of the Apple products, but I was advised that the Digi Direct is not an authorised retailer for selling apple products, contacted Digi Direct had 50 mins of conversation and eventually they advised to contact Apple support directly. So,… Read more
called Apple support (+61 1300 321 456), they confirmed "Digi Direct is their official and authorised retailer", Went back to Jb hifi, because this is really not good spreading the wrong information, it felt like they were sort of trying to convince me to buy the item from their store for higher price! (as they mentioned there can be issues with the warranty if I buy from Digi Direct), instead of investigating this I got response that this information was provided by their product team and that is why digi-direct is considered as an unauthorised retailer for Apple products LOL.....!! which I don't really care, as I got information from the JB hifi representative which means this is what business has advised me!
And meanwhile the apple product got out of stock/Awaiting stock on Digi Direct! And still JB hifi didn't considered Digi Direct as authorised retailer, Now I was very annoyed! I requested the JB Hifi adviser to transfer me to the product team or someone who can call and confirm with Apple - as I have already confirmed this and I am certain that Digi Direct is an authorised retailer! But the person said I can add my feedback lol.... (Not even sure if someone from JB hifi will ever see my comment!) in the end the chat was not transferred!
Then I called Jb Hifi support (+61 135244), Same response and same explanation (not surprised) and she was not letting me speak, according to her I was being rude as I said that JB hifi Customer support is miscommunicating and misleading their customers! Interesting, she insisted me not to say that but I will still say that unless JB Hifi stop making these miscommunications as I don't really care whom I am speaking with (Call is recorded they can always check who was rude and who wasn't), but the JB Hifi representative should understand that they are representing themselves as they are representing a business. If, calling JB HIFI customer support is miscommunicating/misleading rude for JB Hifi as a business, then calling Digi Direct as an unauthorised Apple retailer (false claim — feel free to verify with Apple support) is rude too! Overall Worst conversation I had with any customer support!
Also not to forget! I was threatened by the adviser that she will hang-up my call which is ridiculous — there was no empthy, felt like she didn't even want to have a conversation! This explains if you have any issues with any product bought from JB hifi and if you contact JB hifi customer support: you never know, you might be treated like this!
I have been a loyal customer of Jb Hifi, they can check and verify my record, bought like 5 phones in last 2 years from them — but not anymore due to this incident! Small thing has become huge now! Because Jb hifi don't even agree that their information was incorrect or outdated! It was easy to apologise and politely say that the information was outdated but no they chose to fight and being rude!
And if you can't match price, you can politely say that according to your competitor's list you are unable to match the price for Apple products etc.! It was simple and easy — rather than causing such a scene by giving false information!
I spend my 2-3 hours on this mess and lost the opportunity to buy the item from Digi Direct as I thought it was not an authorised business to sell apple products — Thanks to Jb Hifi Support Team!
Didn't even hear "apologise" single time from the person on call! WORST CUSTOMER SUPPORT!! I would never recommend anyone to buy anything from Jb Hifi anymore unless there is an exclusive JB HIFI item.
Jb hifi is free to check my record, I have never been rude to them in the past! Very UNHAPPY/UNSATISFIED with the customer support!
The service at the Southland store is always non-existent. No one comes to help you. This has been the case for years. The front entry people are the only ones who offer any help.
Recent reviews
I very carefully selected delivery today by Uber and even got a message during the process about Uber delivery needing last 4 digits of phone on delivery. Then, once I had paid I got the order confirmation saying it would come by Auspost by 17 June. I got through to chat and was told the reason it switched was because the item was not in stock… Read more
which is absolute nonsense as I checked Broadway store and yes "in stock" came up. I was busy today so hence the Uber today order. Had I got a pop up saying "not in stock for Uber delivery, do you wish to proceed with Auspost" (which did not occur) I would have gone to JB Hi Fi Broadway on the bus and fetched the item myself. So, bottom line, sod JB Hi Fi, they have now lost me as a customer forever because after that deceiving process I would rather pay a little more and go to a different company altogether.
We purchased headphones. The colour on the box did not represent what was inside and the store had no samples when we made the purchase. I returned back to the store 30 minutes later in an attempt to return them but was told ‘no, due to health and safety’. Tried Bose customer service first which is practically non existent. Then went to JB online… Read more
customer service, position 160 in the queue and it cut out at one. Eventually got through after starting again. Basically spent 3 hours online only to be given the same response.
Extra Information
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Update: Went back to store. Headphones were immediately changed- not sure if it was due to this… Read more