JB Hi-Fi Online Store

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].

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 to return but online I they won't expect it. Had Jbhifi send back to get the email for them to send… Read more

it back to me I was going to be charged for return. And offered %20 refund. DO NOT BUY ONLINE marker research

My interactions with JB Hi-Fi give rise to two separate concerns. The first relates to an installer identified as Tony (refer to Section A of my review), whose conduct during the installation was, in my view, inappropriate and fell below acceptable professional standards. The second relates to my subsequent interaction with a customer service… Read more

representative, [Name Removed]. During this interaction,

[Name Removed] attempted to minimise the seriousness of the installer’s conduct by characterising it as “just a joke.” This response was dismissive and failed to adequately address the concerns raised. Further,

[Name Removed] did not respond to my direct enquiries on two separate occasions and provided information that was, at best, misleading in relation to his ability to identify the company employing the installer.

This raises concerns regarding transparency and the adequacy of the complaint handling process. Despite the refusal to provide these details,

I have independently identified the installer’s employer through review of my apartment security footage.

In light of the above, I am considering escalation of this matter to the appropriate regulatory and consumer protection bodies.

I will also be documenting the handling of this matter, including the apparent failure to provide accurate information and the lack of professionalism demonstrated.

I request that JB Hi-Fi review this matter internally and provide a formal response addressing these concerns.

SECTION A). My experience with the installer, [Name Removed], was extremely disappointing. He was condescending throughout the visit and, at the conclusion of the installation, suggested that the defect may have been caused by me, which I found inappropriate and unprofessional.

He also unnecessarily prolonged the installation by going on a rant about robots packing the TV, insisting the defect could not have originated there.

This was irrelevant to the task at hand and added to the frustration.

To clarify, was [Name Removed]’s role solely to carry out the installation, or is it standard practice for installers to question customers on matters outside their scope or authority?

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.

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.

Waited 45 minutes for a price match that they rejected saying it's not Australian stock, there is no evidence of this. Website was an Australian seller with Australian warranty Complete waste of time Show details

Absolutely useless company. I lodged a return request online within 24 hours of ordering, while the status was still showing as “confirmed.” I was then told they couldn’t cancel it because it was “already packed and waiting to be shipped.” This is complete nonsense, as the order clearly hadn’t moved at all in their own system. Either their… Read more

customer service has no idea what they’re doing, or they’re just reading from a script. If I could give them zero stars, I would.

These items are going straight back to the store the moment they arrive.

Utterly useless—avoid them at all costs.

Ordered small item from JB HiFi. Paid for express delivery, it was outsourced to Team Global Express. I receive a text on the day of delivery advising a 2 hour delivery window. Then they attempt delivery 3 1/2 hours prior to the provided window and text me telling me I missed it and need to go pick my order up. I attempted to contact the… Read more

delivery company but their line is disconnected. I spend 20 minutes on hold to another division of their company who give me the same disconnected phone number. I then spend 40 minutes on hold waiting to talk to JB whose options were they would email the company and ask for a re-delivery the next day, or a refund which will take at least 10 business days after the item is returned for non delivery.

Sept 9: ordered headphones on JB Hi Fi website. Delivery expected before Sept 15. Sept 15: headphones delivered... to JB Hi Fi's warehouse. The parcel was sent back to JB. Contacted customer support to understand what happened. Dodged the question and said they'll resend once they locate the parcel. The address I gave JB was correct, so there… Read more

must have been a mistake on their end. Asked if they could resend with Express delivery as a gesture, but they say I initially ordered with regular delivery, so not really. Sept 19: no news. Contacted customer support again to figure out what is going on. Warehouse still hasn't located the parcel. Customer support chased them. Asked again regarding what happened and if Express delivery was possible. First question was dodged again and they said they'll see what they can do re. delivery. Sept 22: Warehouse has located the parcel and resending. Sept 24: parcel received, although the box had some damage.

Might seem like a short delay, but the lack of communications, transparency, and total absence of apology didn't make my interaction with JB satisfactory. Would expect more from a leading retail brand. Giving two stars because the purchase was a good deal.

Jbhifi deserves NO STARS. I have 3 pre orders and none of them were honoured on due release date. Shame on you jbhifi. They keep the product on the sites..... WHY not take it down if you can't fulfill orders. Order JB 23413285 Order JB 22933682 Order JB 22933650 I Will be contacting the ombudsman into this continuing false advertising. Show details