Reviewer Photos & Videos
- Online store
Ordered 21/12, Customer Service Team Lied About Dispatching
I would upload a product picture, but I don't have the product in my hands yet to even be able to upload one. On 21/12/2020 I ordered a Creative Sound Blaster Omni Surround 5.1 USB Sound Card from JW Computers, via Kogan's Seller Marketplace, along with a set of speakers from another seller. The speakers arrived from the other company on 28/12, but my JW Computers order was still marked as not having been sent. I contacted their customer service team and asked them where my item was, 24 hours later on 29/12 they responded to me telling me that ...they had been closed over the xmas break and as such my item had not been sent yet, but that it was now ready for dispatching and I should have tracking information within 24 hours. That was pretty annoying, considering nothing during the order process let on that they had no intention of dispatching anything ordered before xmas until after xmas, but I was willing to let it go because they said it was shipping and I expected it not to be delivered until 28/12 anyway like the other one was due to xmas day/boxing day holidays. 2 days later, I still had not received any tracking information, so I emailed them back asking for it, pointing out it was now 10 days since I had paid for the item. They emailed me at 11AM NSW time with the tracking number. That tracking number shows that they lied to me via email on 29/12 and they only shipped my item 30 minutes after they emailed me back on 31/12 to give me the tracking number (proof of this lie attached in pictures). As of today, COB 06/01/2021, I still do not have the item that they were paid for 17 days ago. After having been lied to and messed around, my opinion of this company could not be lower. EDIT: As of COB 07/01/2021, I have finally received the item, which was packed incredibly poorly and arrived with a roughness/damage tear in the bubble wrap bag it was sent in. Luckily it doesn't seem to have been damaged.
Long delivery time, not worth the wait.
Placed my order on 26/12/2020 as it would only take 5-7 business days to deliver. Called a week and a half later only to be told that they are ordering it to their warehouse which will take 5-7 days, once JW has it, they will ship it out to me which will be another 5-7 days. It's gone from 5-7 business days to potentially a 4 week farce. Seems other reviewers who ordered on Boxing day received their product promptly.
Disappointing, not worth the wait. If I knew it would take this long I wouldn't have bothered & won't be ordering anything from them again.
Left in an unsafe spot
Item is in good condition, however the item was not left in a safe place. This is not something that you would want when ordering expensive items such as computer parts. Furthermore, the box is not subtle, as the box itself was a recycled box with Sony branding all over it (the item was not a sony product btw). With so much branding and visible to bystanders, it is extremely concerning
Low Profile GFX Card without Low Profile Bracket = USELESS PURCHASE!!
I purchased a low profile gfx card that has no low profile bracket making the purchase pointless.
Delivery was quick however it was pricey.
Technicians didn't follow the work instruction. Built machine wrong.
Despite the work ticket being correct, the techs installed Win on the wrong drive. Didn't check. No quality control. I asked at the store during pickup if there was anything different in the build compared to the ticket. They said there wasn't. Started installing applications and configuring, then found out there was a space issue on primary drive. Check the config and found it was wrong. Call the store to confirm and they apologised and offered to correct it but I have to drive back in with the machine and drop it off, then return later to pickup again. Hours of wasted time.
Uncommunicative and long processing times.
Ordered an item that was ‘in stock’ and waited for the order to be shipped. Checked a week later and the order had only just been created, and sent an email asking what had happened. They said that new stock was going to arrive at the end of the week! It didn’t and I waited for another week until I had to ask them again - then my order was finally processed.
Stock wasn’t accurate and lack of communication about my order, despite them telling me they’d keep me updated.
Delivery hasn’t even come at all and it’s been 3 weeks.
- Online store
No customer service STAY AWAY!
Customer service is non-existent. I tried to contact the store on multiple occasions via phone, email, and left numerous messages. I am still waiting for a response. Every time I try to make contact over the phone it just rings out. Is it really that hard to return a phone call or to respond to an email? They have no issues processing your payment at breakneck speed. If i could give zero stars I would. You are better off spending your money at one of their competitors who value their customers.
The products I ordered were not delivered.
The products I ordered were not delivered because the system sent them by Couriers Please who do not deliver to Parcel Lockers. Over 2 weeks after order and I still do not have my goods. Not very happy at the moment.
Bankstown store staff have dishonored the price agreement to fix our PC and charged us $65 diagnosis fee on top of that.
Unfortunately, My wife took our little daughter’s computer to Bankstown store to fix it, she has been told that the PC motherboard has an issue and it would cost $200 to fix which she agreed on and lift the PC at the store to pick it up fixed second day, second day, she has received a phone call saying that she actually needs to pay $250 not $200 anymore!!! My wife wife did not agree and told the staff member that I will pick up the PC and I will take it to another repairer for dishonoring the agreement, I went to the store and asked why did no...t you honor you quotation, staff replied that the staff member that initially spoke to my wife is not really familiar with pricing, then I have been told that they will repair the PC however if I pay $200 as agreed plus $65 “diagnostic fee” !!! Another ripoff and an insult to the customer intelligence, when I asked why, I have been told that “that is how we have been operating for the last 9 years and customers are fine with it!!! I lost $65 and lift the store very disappointed and I thought that JW Prospectives should know how this store is running “ whether your item is fixed or not if you do not agree with the given quote then pay $65, take your item and go” Very bad experience and shocking ways of ripping customers off. A one or few minute assessment fee should be a part of the quote not on the top of it and dishonoring an agreement with a customer is unprofessional.
Terrible company that can't do things right.
I placed an order on the 20th of July and it took them until the 31st of July to realise a product was no longer in production to then email me and apologise. How does it take 11 days to make one simple phone call to the supplier and ask if said product was in stock? Now I need to wait for a refund before I can go to another Computer store to buy the product that I want. They even had the audacity to suggest that I wait another week to get the product of a different brand. Never shopping here ever again.
Claiming Products are Mac compatible when they are not - Bad customer service - Didn't care
over 1.5 hour round trip to collect a portable monitor that was NOT COMPATIBLE with my Macbook even though the item description clearly states IT IS on their website. Guy was kind enough to allow me to try it first - good job I did!
No recourse, they didn't really care about my inconvenience.
Website appears good, but with sloppiness like this you're still just a budget local computer store. Sort it out.
Questions & Answers
I think I bought a Canon Printer From you through Kogan. But I have not received it and the e-mail says it arrived yesterday. Tracking: [Number Removed]
My name is:
[Personal Details Removed]
Hi Erica G,
From what I can see from the tracking information, your order is still in transit and enroute to you.
Please check the tracking again.
If you have any further questions or queries, please contact us through Kogan as your order details such as identity/contact etc is kept private and secure.
Do you replace a PC Power Supply to a new one?
Yes, we can replace a Power Supply Unit (PSU) for you. The cost of replacing a PSU with basic cable management is $65, and needs to be booked in at your nearest store.
I bought a Radeon 5700XT last week from Blacktown store but now have changed my mind to buy a Nvidia 2700 Super instead.
How do i process the return? Do I just take the item to the store or do I need to do it online?
I tried calling the store yesterday and today but no one is picking up.
You'd have to return the product in it's original packaging with all contents, undamaged, to the store. From there, upon inspection, the return will be processed with a 15% restocking fee as it is a change of mind return.
Apologies that you weren't able to get through on the phones; we have multiple lines ringing consecutively, and it is difficult to attend to every call whilst the stores are busy. However, we are implementing a new phone system which will assist with this matter.
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