Bad omnichannel integration and did not manage customer expectations
I bought a phone yesterday on the website and chose the click and collect option since it was the fastest option (available today instead of sometime before next Tuesday for delivery).
I received an email shortly afterwards from the online service team stating that "Your order has been flagged and placed on hold by our verification system, and JB Hi-Fi requires further information from you in order to progress your order."
As requested, I sent two documents as part of the verification process. Without a response from the online service team...by this morning, I contacted the customer service at JB Hi-Fi, I asked to cancel the order if I cannot receive my phone today as promised. I was redirected to the click and collect store instead of the online service team. I received a phone call from the store telling me that as a first-time online shopper at JB Hi-Fi, a background credit check is conducted, and the store has no authority to cancel the order. Later this morning the online service team ask me another question in a new email to confirm that I am the cardholder, at which point I told them that I am not the cardholder, and if more of these questions are coming up, I would like to cancel the order. Their reply was that the order is cancelled.
worst website, when you are searching for a certain product it gives you irrelevant items, when you are scrolling through things pop up and get in the way of you finding the product you are looking for ... source of frustration
Phone arrived with screen cracked, GPS not working, no response from jbhifi
Purchased a Google pixel 3a online. Arrived with a cracked screen. I submitted a waranty enquiry online and never heard back. Realised GPS doesn't work as the phone doesn't track location and therefore update directions. Submitted another waranty enquiry online with jbhifi and haven't heard back. Big disappointment on multiple accounts.
Locked Blu Ray Cases and Missing Parts of Order
Online JBHIFI selection is quite good, but Toll delivery can be hit and miss, although my latest delivery has reverted back to Aust Post and was delivered 3 days earlier than expected. The problem is that unlike JBHIFI's huge online competitor that ships from a central warehouse (and generally for free shipping) JBHIFI have repeatedly shipped parts of the same order to me from different warehouses / stores all over the country and from different States. I received part of my 9 Blu Ray order on a Saturday morning from Aust Post but the missing p...art of the same order is supposed to be coming on the following Wednesday from a different warehouse / store in a different state. I'm sure orders could be fulfilled more efficiently if shipped and handled from a central warehouse within the one State of Australia. From this early delivery of 8 blu rays, two (2) of the cases were locked and I had 2 choices. Either take the Blu Ray to my nearest JB to have it opened by their unlocking machine with the receipt, or simply to just wreck the case without damaging the disc. Inattention by shipping staff on an online order like this is unforgiveable. I may have well gone into my local JB and bought the discs instead of online ordering or even better ordered the selection from the large online competitor for a cheaper price and free delivery.
I pre-ordered a new release CD and paid the extra for express shipping, not realizing that JB hi fi's & TOLL's definition of express shipping was 5 days. I never knew that overnight shipping meant 5 days. I will never buy from JB hi fi again or use TOLL again. Both have very poor customer service. TOLL's call centre is based in the Phillippines and they had no idea where my closest TOLL depot was.
Excellence Of Jb Hi Fi
JB HI fi is excellent. I can find any electric thing in JB HI FI. I don't want to go any where finding things. There are so many good quality things
The reviewer stated that an incentive was offered for this review
- Verified customer
Avoid this Rubbish online store, They use Toll - The worst carrier you can get
Toll left a card in my mailbox saying they missed me, I called 2 days later. First call they told me the parcel is with the driver. After receiving a text msg later from Toll saying the parcel is delivered. I called again, Toll then advised my parcel was taken to a collection point. I was smart enough to ask for the phone number of the collection point and gave them a call ,the parcel never arrived to the appointed address.
I brought up this issue with JB Hifi online , unexpectedly , JB Hifi online CS along with Toll treat their customers the...
Intrest in the customer
Objective sales team, intrest in the customer extra help given with a smile, knowledge of the product certainly helped.
Unfortunately slow at the cashiers counter more staff required.
Pacific Fair store
If your parcel gets lost by JB Hi-Fi's courier, they will not help you to recover your item. Be careful
JB Hi-Fi and Australian Post have been ignoring the fact that a parcel was lost.
JB Hi-Fi approach is, we gave it to AusPost, so you need to solve the issue with them.
So you are left alone and without the support of the sender to solve the issue.
The latest from them has been, it is not our issue, so we will close the case.
Thanks JB Hi-Fi
Good morning Alberto,
Thanks for your email this morning.
As per the previous correspondence from both Australia Post and my colleagues, unfortunately, due to the fact that the courier has conducted the n...
Zero stars if I could
I had 2 issues with jb hifi in the last 3 months. I being a valid discount voucher not being applied to my purchase - not a huge deal but when I emailed them about it they didn’t even bother acknowledging my email.
Second time I was sent a text allegedly from jb hifi saying I won a second price in a competition. I emailed jb hifi if it was real or a hoax as it had a link I didn’t want to open for safety reasons. I also couldn’t find anything on their website. I included the copy of the text in my email and surprise surprise- nobody again bothered answering.
Company that just want your money but offers no support.
Ordered a haier washing machine online. No option for deliver days.. thought the delivery charge included installation and removal of old washer and packaging ...buyers need to have this clarified. So far washer seems OK.. but then again I installed it myself. Sorry JB I will be buying from appliances online in the future! Dissatisfied customer!
Fix your delivery system!
Obviously this setup with toll isn't working. Aside from being a week late, instead of delivering my order, toll took it elsewhere despite my being home to sign for it (I guess I wasn't on their route). If I wanted to drive 20 minutes to buy the items I wouldn't order them online. Unfortunately I didn't see the disgraceful average rating for jb hifi on line store until after I placed my order. Customer lost.
Reviews on JB HiFi site are never negative as the review department is corrupt
JB HiFi asked for a review and then emailed me saying they will not publish the product as I did not give them high mark. Such a system is so corrupt. Product purchased also gets hot when used for more than 30 min
Delivery online order service is terrible. Not on time
Sorry but I would rate 0 star if I could. Having made 2 online orders so far and they always arrive late even paid for express service. Toll courier is a hassle and unreliable company, don’t know why they choose that company for delivery service. If I have my products sold in other retails I would definitely buy from them, not JB Online
Ordered an in-stock product online, found out 2 weeks later it wasn't in stock, still haven't received it.
I ordered a tablet online that was listed as IN STOCK. Over 2 weeks later and I still haven't received my tablet. Now I'm being told it isn't in stock, and they can't get in touch with the supplier to find out when I can expect it. So I have no idea if I will ever get the tablet because JB have no idea. This is a useless company and I'll never buy from them again. Service like this is why the Australian retail sector is struggling. I'm taking my business elsewhere so I can actually my purchase in a reasonable amount of time.
- Verified customer
Ordered online drive an hour to find out they cancelled my order
I paid $1300 for a laptop drove an hour to go pick it up spent another $392 on keyboard mouse and headset in store to find out I can't have my laptop cause they cancelled more order but can still keep my money? Rip off if I pay for something online I should be able to go get it without the worry of you guys cancelling it for no apparent reason. Never using jbhifi ever again yall are hopeless.
I want my money in my account by Tuesday or I will be sending you a bill for loaning my money.
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Questions & Answers
I received my online iPad purchase 2 days ago & by mistake ordered a wifi only model.Please advise me on how to exchange it for the SIM card model as I use it for work.Many thanks.
What do these mean
I have received my Nikon MyZ6 + Nikkor Z 24-70mm f/4 S Lens. According to Nikon web promotion they were promoting the camera was to come with a XQD 32 GB memory card . In unpacking the camera there was no memory card in the camera box. My SON # is JB187982834150969-0. Please
advise how I can obtain the card.
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