JB Hi-Fi Online Store

Two weeks of bait-and-switch, fake deliveries, and total corporate cover-ups. This review is strictly for JB Hi-Fi Online, not their physical retail stores. They completely destroyed what should have been a special 57th birthday gift for someone very dear to me who suffers from arthritis in her knees and a deteriorating eye condition caused by… Read more

diabetes, requiring painful fortnightly injections. I wanted to buy her a $1,000 LCD TV for her bedroom where she rests.

The nightmare started two weeks ago on a Thursday when I tried to buy it and they hit me with a bait-and-switch tactic. They did it to me AGAIN that Friday. After fighting them, a gentleman from JB Hi-Fi called me last Monday, claiming he rectified the stock issue. Because I work in Ballarat and travel between Melbourne and Ballarat Monday to Wednesday, I explicitly told him it could ONLY be delivered last Thursday.

Last Thursday, I spent 8 hours waiting at home. The courier driver did a "ghost delivery"—logging a fake attempt without ever ringing my Google Doorbell or leaving a card. Caught on camera arriving, gently tapping knocking on the door and leaving within a minute. The delivery was then redirected to Friday, forcing me to wait another 8 hours. Because of this complete logistical failure, she was forced to miss a vital dental procedure scheduled for that Friday.

When the TV finally arrived, the box was severely smashed and damaged. I legally refused delivery. Despite the broken product going straight back with the courier, JB Hi-Fi's online team tried to hold my $1,000 Afterpay funds "ransom," telling me I had to wait weeks for a warehouse scan to get a refund.

I had to aggressively cite the Australian Consumer Law and threaten Consumer Affairs Victoria action before they finally backed down and issued the refund on Monday morning event though i had contacted them numerous times on the previous Thursday and Friday. However, even though they finally processed it, I still cannot buy her a TV today. I am forced to wait days for the funds to clear back into my account because of their continuous incompetence.

When I formally demanded that a senior manager call me to explain how this occurred, JB Hi-Fi Online deliberately routed my complaint right back to the exact same Team Leader who refused to escalate my case in the first place, letting their own staff cover up their failures.

Furthermore, when I spoke to Consumer Affairs Victoria, the officer shockingly told me "no harm done because you got a refund" and that "businesses get scammed a lot so they are careful." I told him straight: if a multi-billion dollar business is so fearful of fraud that they treat honest citizens like scammers, falsify deliveries, and hold money ransom, they shouldn't be running a business at all. Just because I stopped them from getting away with it doesn't mean they aren't doing it to hundreds of other vulnerable people who don't know how to fight back. If a person tried to break into my car and I stopped them so they didn’t get away, that doesn’t mean no crime was committed and they should go free! They will keep trying this on others who don't complain. Avoid JB Hi-Fi Online completely.

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

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.

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

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…

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.

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 am a disabled pensioner dealing with severe chronic pain, and my experience with JB Hi-Fi’s customer care has been deeply disappointing. I… Read more

purchased a premium AndaSeat XL gaming chair for critical back support, but within 8 months, the high-density foam collapsed and permanently sagged, making it unusable and severely worsening my physical pain.When I requested a remedy under the Australian Consumer Law for a major failure, the senior online service team attempted to force the physical burden of the return onto me. Despite being formally notified that I have an explicit physical disability and medical driving restrictions that prevent me from dismantling, packaging, or transporting heavy, bulky furniture, they stalled for a week and told me to find personal assistance to take it apart for a courier.Shifting the legal and physical burden of a bulky goods return onto a vulnerable consumer directly violates basic consumer guarantees. Because JB Hi-Fi completely ignored my deadlines and failed to coordinate an assembled collection from my home, I have officially lodged a formal dispute with the Queensland Office of Fair Trading (CRN: 203225831956998). Vulnerable buyers, please be very careful purchasing bulky items online from this company.