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 would give them no stars if i could . I ordered an item 1 month ago. Still hadn’t arrived and they tell me don’t know when supplier will have it. Tried to get my money back put on a chat bot queue twice that started at 100th in the queue and every time i got to 50 or or so they ended the call. Don’t buy from them unless you have a guarantee they… Read more
actually have the item. I just want my money back. Not sure how i can do that when they will not talk to me. I thought it was illegal to offer items you do not have for sale .
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.
Reviews with attachments
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.
- +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.
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
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.
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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.
I bought 3 items at once, I paid extra for fast postage 3 items were posted together according to JB Hi Fi yet only 1 arrived. I have not received my computer and I have tried in vain 5 times to contact JB Hi Fi via SMS Phone and their website but to date I have not been able to speak to anyone and according to their records I should have received… Read more
both items. I DIDN’T RECEIVE THE COMPUTER. I have contacted the courier who has confirmed that only ONE item was with the consignment.
JB HI Fi customer service is rubbish I strongly recommend NOT to buy from them. It’s fine if all goes well but when it goes wrongly they are totally useless
Ordered two items one arrived quickly other did not show up though was told delivery complete tried to contact JB put on hold for over two hours until my phone died. Contacted global express their preferred courier had two live chats both times told ticket raised though no response. Tried JB love chat with old to new air for live consultant for… Read more
two hours when third in line chat dropped out. Don't know what's happening don't know if someone stole it from their depot literally have no idea where a TV has vanished too and impossible to get any answers. Spend your money elsewhere.
I got a wrong order and for this I ring in given contact number in JB HiFi website. They put me hold and after long 15 minutes of hold they disconnect my call. I did online chat and Robot transfer to agent and waiting time was more than 50 minutes but ai was in hold but they said chat disconnect. I again start new chat and put my problem then they… Read more
transfer to other human after long wait of 35 minutes and again he saw my problem in chat and transfer to other team member and hold time again the same more than 40 minutes. I think it is scam by JB HiFi with chat or online chat to me. I couldn’t get to talk to anyone. I will try again. Fingers crossed cross
DELIBERATE OFFBOARDING. ON HOLD 2 HOURS TO REACH NUMBER ONE IN QUEUE ONLY TO HAVE THE CALL DISCONNECTED. I’M NOT THE ONLY ONE. MANY REVIEWERS HAVE THE SAME EXPERIENCE. Placed order 9 days ago. Checked Australia post tracking. Item hasn’t been despatched. Checked JB website tracking. Also says not despatched and that there’s a delay. No estimated… Read more
new delivery date or explanation for the delay. No emails or sms messages advising of the delay. Have called to discuss and am in queue behind 35 others. The recorded message suggests using the ai assistant on the website. I did that. The thing told me the item has been shipped and is there anything else I want before I go and have a nice day. Ie - programmed to offboard enquiries and provides information at odds with the website. This company won’t survive much longer in the modern commerce environment. What a joke.
My new Dyson Vacum cleaner was delivered and the box hadn't been taped shut so when it arrived it was open and items were missing. Really have to question the ability of some of their staff.
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
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
Got a bluetooth adapter to make my tv compatible with Bluetooth but after receiving the item and finding it was not compatible I was unable to use it but to return the item they will not accept it cause I open the package. In Jbhifi I would be able… Read more
to return but online I they won't expect it. Had Jbhifi send back to get the email for them to send it back to me I was going to be charged for return. And offered %20 refund. DO NOT BUY ONLINE marker research
Follow-up · Never buy online jbhifi. They are not jbhifi. You will have issues if product doesn't work for your purpose. Once u open it you are fcked
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Positive reviews
I recently purchased an iPhone 17 Pro Max online from JB Hi-Fi with click & collect @ Maroochydore Sunshine Plaza store. I also selected to trade in my iPhone 14 Pro & I went with JB because they offered the same value as Apple & I could get the phone quicker. To my surprise I ordered the phone at 11pm Friday night & received an email @ 8am… Read more
Saturday advising the phone was ready to collect upon store opening. I arrived at 9.30 am and was served by a polite staff member who had me out of the store 5 minutes later.
My only concern was the online trade in process. Immediately I selected the trade in option I received an electronic gift certificate which it said I could immediately apply to my new phone purchase, which I did.
However I received an invoice for the full amount of the phone & a debit to my credit card for the full value, so I got a bit worried. I didn’t realise that the debit charge was only pending & when JB received my trade-in phone (has to be posted, not accepted in stores), the revised price of the phone less trade was only charged to my card.
I took my trade-in to the post office as instructed & had no issues with them as the staff were fully aware of the process & even double checked I had deleted all data.
I have made many large purchases with JB and never had an issue so again I fully recommend JB Hi-Fi for all electrical needs.
I find they answer any queries honestly both online & in stores and their staff are extremely knowledgeable in their specific areas.
I am also very happy with the IPhone 17 Pro Max, it takes great photos & as I am no tech wizard I m still discovering new features.
I initially found that the Camera activation button on the right side of the phone is annoying for me. When I lock the phone pressing the button at top right using my left hand my lower fingers often hit the camera button instantly opening the camera. At least I am aware now & working on avoiding it. But it is great for quick camera activations.
Had excellent help from Louis via the chat. I wanted a speaker that was cheaper elsewhere. Louis helped me purchase the speaker for a good price, and the product only took 2 days to arrive. Super speedy.
I always shop around online before I either head in-store or buy Online (Click and collect or home delivery) I usually end up buying from JB because they price match and have deals if you join up too. This week I used fast Uber delivery -90 mins. So easy, great experience, fast. Show details
Negative reviews
Hi JB Hi-Fi Team, I’m writing to express my frustration with the experience I’ve had trying to get assistance through your online help chat. I entered the queue at position 108, which I understood might take some time, but the response rate has been extremely slow. It’s clear the chat service is severely understaffed, and the long delays make it… Read more
almost impossible to resolve even simple issues.
I value JB Hi-Fi and have shopped with you many times, but this experience has been disappointing. A support channel should help customers, not leave them waiting for hours with no progress. I hope you can review the staffing and responsiveness of your online chat service so customers can receive timely assistance.
Thank you for taking the time to read this. I look forward to seeing improvements in your customer support.
I recently purchased an outdoor camera through JB's online store. When I encountered an issue with the product, I did not receive the level of service I expected. I was informed that the item had been purchased through the JB Marketplace and that I would need to contact the third-party seller directly. I subsequently took the camera to a local JB… Read more
store, where staff processed a return on my behalf. However, more than a week has passed and I have not received my refund. I have contacted Reolink, the manufacturer, on several occasions and was repeatedly told to wait, with no phone number available for further follow-up. When I called the local store where the return was processed, I was told that they were not responsible for the product and that I needed to contact Reolink directly. I want to make clear that I believe JB holds responsibility for refunding my payment, as the purchase was made through its website. JB receives a commission for hosting third-party sellers on its platform, and with that financial benefit comes a corresponding obligation to ensure proper after-sales service, returns, and refunds. This is a standard business responsibility, and staff should be made fully aware of it. It is not appropriate to tell customers that JB bears no responsibility for a transaction conducted through its platform. Without clear disclosure of what is and isn't covered, consumers are effectively misled at the point of purchase.
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!
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.
Whilst i completely understand and respect the reasoning for why stagnated releases are done, especially with TCG product, i find it abysmal and not to mention somewhat scam worthy when JB charge shipping on 10 separate transactions when it can be shipped as one. Apart from that i am grateful of the constant re-stocks helping me finish my master… Read more
sets. I just don't appreciate that the advantage is taken from the community (regardless of intentions) as it feels like extortion
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