Reviewer Photos & Videos
Fantastic Customer Service which is rare these days
I have made several purchases at the store in Geelong and more recently the Waurn Ponds store. There is a sales person named "Josh" who just seems to know everything about all forms of technology. I suspect he has worked in the industry for many years. I just purchase whatever he recommends as some times there are too many choices and he has never let me down. I only hope he does not "move on" which tends to happen when you FINALLY find a great assistant. never mind. Thanks JB and Josh
Bought a tv with extended warranty. They came to pick it up, 6-7 weeks ago. No one answering about where it is or what is happening. Been on hold 2 days in a row for 2 hours.
Worst after sale service !
Jbhifi marsden park very disgusting after sales service returned my beats headphones without repair, they were under warranty!!!!
There service is so swift that they returned the heads with repairs AFTER 4 MONTHS!!!!
Rude, Intimidating, lying store manager at Springvale VIC
Went to JB in Springvale VIC for a return. First response I got was no return, then the staff passed the item to the next window without saying anything to me and started serving the person behind me. Then Store manager was rude and annoyed for having to process the return and made excuses of it having been outside of warranty even though it was due to lockdown/temporary closure of stores. Had to show all sorts of proof incl previous email communication confirming acceptance of return once restrictions are lifted. Store manager Brett insisted o...n no fault and refuse a return or refund. Brett keeps saying 'im trying to help you here" while doing the opposite, ie refuse to listen and address my concern appropriately. I felt helpless, intimidated and humiliated and I started crying in the store while 3 other staff members briefly gathered to look on!! Brett was diabolic.
EXTENDED WARRANTY SURPRISE
Bought a $2250 HP laptop for my daughter for Christmas 2017. If failed in November 2020 so we did a claim under the extended [3year] warranty we added to the purchase. After a few weeks of sending it off [at their cost] and getting it assessed, they sent a purchase order for a new $2250 HP replacement [much higher spec], arranged to pick it up at the nearest JB, all done
Impossible return policy and very rude staff
Staff at JB must take returning broken goods personally. Tried to return a expensive TV with an obvious fault, lady at the counter insulted my intelligence without knowing my background history on electronics and we found out later after telling us she sent in a repair ticket that she didn’t. Called a different store to discuss my issue and was on hold for 20 MINUTES after asking to speak to anyone from electronics who didn’t even solve my problem. What a nightmare do NOT buy expensive TV’s from JB. If something goes wrong their return polity is flawed.
Thank you JB HI-FI Harbourtown, for always delivering the best Customer Service and experience.
Special thanks to Claudia, 5 stars kindness and service.
Warranty issues , Unqualified staff
faulty TV with 3 years warranty . Very hard to fallow up with the Staff at JB HI FI Liverpool included the Store manger and The JB HI FI area manger . No one to take responsibility. better shop for your NEW TV or other Stuff on Line . appliance on Line or Power land . better price with free delivery.
Never ever shop at JB HI FI Liverpool or anywhere . I will not recommend it to friends and families
Post sale no help
I had an issue with my Lenovo tablet when I purchased it jb told me there's a 12month warranty it stopped working 4 months later I called them I had the receipt they told me they would have to send it away without immediately replacing it I asked what they expected me to do without a device they told me they sell them for $98 buy a new one. That's not the point they shouldn't mislead people about warranties
Very poor customer service
Very poor customer service
I bought a apple lighting AV adapter from Liverpool store, it started playing up after a couple of months and getting worse, when I went to the store for replacement, they didn't accept that because the cable has a sign of usage?
Horrible customer experience
I bought dell wireless keyboard which isn't response normally while typing.
After a months I returned for exchange or fix it.
Unfortunately they ignored.!
Horrible customer experience!
Never & never shop at any JB again.!
Horrible customer experience
I returned a faulty phone for repair, which was still under warranty. They didn't check the phone in the store, just sent it off to another state for repair. I had to wait for 5 weeks for it to come back. The service department couldn't identify the fault, so sent it back after resetting it. After using it for a couple of weeks, the same problems started to occur. People couldn't hear what I was saying over the phone. I took it back again and was told that they needed to send it back two more times as per company policy before replacing it, whi...ch would have meant being without a phone for over 3 months and the warranty was going to run out in the meantime. I asked for store credit, which I would have spent in JB Hifif on another phone. They told me that I can write to the area manager if I wasn't happy with their "solution". I took the phone home, contacted the manager, who got back to me and only repeated the policy and insisted that they ran a test on it in-store before sending it off and informed me that if the warranty runs out in the meantime, it is not their concern. No one in the store had ever said anything about the possibility of running a test in store (I had been back in the store 3 times at this point) or that it was a necessary part of the process. I told the area manager that I could not return to that particular store in the coming week due to work arrangements. Then he insisted that I, the customer(!), should contact the first store and arrange communication between another store and them if I wish to go to another branch. I wrote two more emails urging a different arrangement, but both of my emails were ignored. I had some questions in my mind. Are they deliberately stalling the process, so that the warranty runs out and they don't have to deal with it any more? After a few days, I had the possibility to go to a different store for the requested in-store test. I wrote an email to the first store for them to communicate with the second store, so basically I was looking after their in-company communication. The very important test that they needed to run was a free app from Google Play, which showed no problems. Is this a serious technical repair process? Is this how the phone was "repaired" the first time? I asked for assurance that after sending it off the warranty would be considered valid until the matter is resolved, but they simply refused to provide that or information on how long it would take. The manager (who had already spoken to the other manager about this) was smug and had the "either we send this off again for repair which may take up to 2 months and your warranty runs in the meantime, but it is not our problem OR we can't help you" attitude. Then he started insinuating that I was just making the whole thing up. It was insulting, unhelpful and overall horrible customer experience. I feel that I have been ripped off as I still do not have a working phone, disregarded as nobody cared about my needs or me being inconvenienced, insulted and called a liar - only because I returned a faulty product.
Terrible CARE plan for Laptop purchase
This company defaulted the CARE PLAN agreement in 2 ways: My laptop was never fixed, just needed battery replaced. After 3 months of great inconvenience still no fix and refusal to send back my unrepaired laptop to me (with photos not backed up). Secondly total failure to CARE for a frequent customer, no apology. No refund of money paid for the CARE PLAN when clearly CARE has been grievously lacking to say the least--no CARE at all. and all promises to get back to me within time frames have been consistently disregarded. Terrible. No value for money. Had no benefit from paying for this CARE product. It reeks of meanness, disrespect, unethical practice, inadequate restitution. It is unapologetic, unjust and uncaring.
- JB Hi-Fi Retail Stores
- Verified customer
No service with product fault
Paid more for the product to buy through JB Hi-Fi over an online competitor.
JB Hi-Fi sales person mentioned the online competitors products are most likely cheaper as they dont pay import taxes and have no local warranties (as product warranty could be for India, Hong Kong, etc.).
After a few months the product broke.
Very lucky that someone wasnt seriously injured.
Needed to use the Australian based warranty.
JB Hi-Fi has stuffed me around for weeks.
I have demanded my money back, so I can move forward, but no response received.
They are fully aware of the impact the product failure has caused with work, health and financial.
Would have hoped companies would treat people better.
Supurb treatment of customers
Jabra (a manufacturer) refused to honour the warrantee on my item, and JB covered it for me out of pocket. They were really nice about it too. They reassured me through the whole process that I would get my money back regardless of Jabra's attempts to swindle me. They can be a bit slow to serve you, but I think that's just because they spend so much time with each person to fully help them. They are reliable and not too expensive. You don't have to worry about being cheated when you shop at JB!
Harbour town JB HIFI.
Fantastic service at Harbour town JB HIFI. The manager Sam is so impressive and kind. Once again Dave was fantastic. 100% happy with them both. We would never go to any other shop but JBS .
Misrepresentation of product
I only purchased HP laptop as RAM spec was advised to be 24 GB.
After purchased checked system specks in computer and only found 8 GB.
Phoned back and spoke to salesman who quoted issues justifying virtual RAM allocations.Sticker on product and salesman's advise very deceptive, not substantiated by HP Tech info. Dont trust salesperson re: tech knowledge.Only interested in closing sale.
I bought a TCL TV and moved house after 6 weeks using a removalist. I then connected the TV and it had lines through the screen and an obvious defect. I then took it back to JBs and they then came back and said it had an internal crack (even though there wasn't a mark on the screen) and said they would not exchange, repair or refund it. It was moved at the same time/ place as a Samsung TV, which was about 5 years old and working fine. Absolute disgrace!
Terrible service jb is your store
I spend about 10k a year in JB stores. I don't care what store I visit generally the staff are incompetent and disinterested so I do my own research pick what I need and just buy the product. I went to Forest Hill store to get my laptop repaired ( another story) as it had a 2 year warranty. The computer guy who headed the department did not even switch on the laptop, did not look at it and was borderline rude. He said it would take 30 days plus for it to be returned I inquired if a credit was a option as my laptop screen was not working. His re...sponse was rude, lazy and incoherent at times he seemed limited. I asked for the manager who he sought he came back and said that she was unavailable and that I was not a VIP member implying that she was disinterested. I took my laptop away and bought a new one for $1200 from Officeworks that day who were very helpful, knowledgeable and gave me a great deal and added many extra's. Don't go to JB there are so many better stores you just have to look. JB please hire staff that are knowledgeable, value their work, understand what customer service is and actually love their work. You openly discriminant by not hiring older staff members that is perhaps your problem. Hire older experienced staff members who value their customers and you will earn even more in sales. JB essential problem is they are too successful and don't really care about the level of service as long as the cash registers are ticking over they don't care. Take your business elsewhere use JB as a price guide and go somewhere else who will match the price like I did. If you look around you will realize that JB isn't that cheap. JB is a terribly operated store with zero customer service you deserve better go where you are appreciated.
Possibly the worst service I’ve ever encountered.
On entry to the Melrose Park (South Australia) store, the security man asked me if he could help, I explained I was here for a warranty issue. He told me the counter was extremely busy and it might pay to come back later. I went to the counter and there were 4 staff serving and only 1 customer.
I was served by a young girl, I explained the nature of the problem (Beats Bluetooth ear pods .. intermittently turning off and not turning back on). She proceeded to do I don’t know what for 40 minutes, as she and the other female staff member compared...notes about being in different JB outlets .. blah blah blah. Eventually she told me that being 2 weeks off the end of the 12 months warranty, they need to be sent away for repair, taking approximately 1 month. I okayed this. Next She took all my personal details. when this was finished, she then told me that if they work whilst at the repairer, I will need to pay an $88.00 service fee before I can collect the them. After hearing this I asked to speak with the manager. He reconfirmed what I had been told earlier. I explained that it was an intermittent fault, if the headphones turned on whilst at the repairer, a month later when I received them they would be out of warranty, I’d be short of $88.00 and have known faulty earphones. I asked him to be a witness that they are fully charged and won’t turn on right in front of him. He said he be a witness as he is not required to. I showed him that they wouldn’t turn on and he still wouldn’t make a note of it. His only offer was to put a note on the job that if they turn on at the service center, the repairer is not to look any further to save the $88.00 service charge. Long story not so long .. after I told them they’ll need to physically remove me from the store if I don’t get a fair outcome. He decided to exchange the unit, but found out they have been discontinued. Next he said I’ll need to give him a card to put credit on for a refund. I told him it was a cash transaction and I don’t have a card here. He told me they don’t carry cash here. I made a little more noise and all of a sudden he gave me cash.
Questions & Answers
Have you got the DVD forever my girl
How do I make a formal complaint for being mistreated at the store
Do they have lay by
Does JB Hi-Fi offer Afterpay and ZipPay?
We do not currently offer Afterpay or ZipPay as payment options on our website or in our stores.
Whilst Afterpay is currently not available, we do offer alternatives that do not require upfront payment. You can check out our interest free finance options here.
You can easily and quickly apply online, and take your approval in store to make your purchase.
Please note: interest-free finance is available for in store purchases only and is not available online.
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