JB Hi-Fi Sold My TV to Another Customer before It Was Delivered

Lkpate on 28/11/2020 - 15:50
Last edited 28/11/2020 - 16:31 by 1 other user

TLDR: Bought a TV on Wednesday from JB in store to be delivered Friday. TV doesn't show, call them multiple times where they say they are working on it. Saturday now and online all stores show they are sold out of the TV model I purchased. Feelsbadman.

So I bought a Sony KD55X9000H on Wednesday afternoon from JB, and was told that if I wanted to keep my warranty I needed to have it delivered (can't lay it down flat). Fair enough paid the $60 and was told it would be done by Friday mid day (Black Friday).

No call on Thursday or Friday morning as per their home delivery T&C's so I call them 4 times starting at 11:45am and after half an hour on the phone find out that it will be shipped tomorrow early morning as the trucks have all been sent out. Fair enough it's a busy day but the guy gave me his word.

Today, mid day (12) rolls around I call them asking if its been sent, they um and ah and say they will call me back (3 hours ago) for an update, I look online and all the stock/listing of the model I bought has vanished from their online stores. Give them a final call and they say they will need to call the warehouse and it may take a while but they promise to call back. At this point its pretty obvious the TV isn't going to be delivered in any reasonable time frame since there is no stock and the store I purchased from can't get its act together.

What's the best course of action here i.e. go in store for refund/try and get a free upgrade/sit tight for undetermined amount of time with partner asking questions?

Electrical & Electronics

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

      • tetsuma on 29/11/2020 - 23:23
        +4

        Boomer tactics are embarrassing and get you nowhere. Don't do this.

        Send an email as they're heavily tracked internally and need to be actioned or go in and have a civil conversation with the store manager. They want a good experience as they want you back in the store and thinking of them when you need something. They'll arrange some solutions and figure it out or they'll get the area manager involved if they need to do anything critical.

        Carrying on and embarrassing yourself is the worst thing you can do. No one works hard for (profanity).

        • UFO on 30/11/2020 - 12:59

          Delete. That's how emails are handled.

          "Boomer tactics" get results, because they just want you out of the store.

          You don't need to "carry on", but an in person negotiation is FAR more effective.

          • Techie4066 on 30/11/2020 - 19:36
            +2

            @UFO: Boomer tactics are an embarrassment to every predominantly-white country. Look how they do things in Japan. But then again, this type of scenario would never happen.

            Work with them, be nice, and get your upgrade!

        • lunchbox99 on 02/12/2020 - 08:18

          I think you are overselling their desire to please you for repeat business. They want your current sale and to get rid of you, and little else.

          The reason for this lack of customer loyalty focus is because they know people are increasingly price driven, so it doesn't matter much how good their experience was last time.

  • Eeples on 29/11/2020 - 19:35
    -4

    Did you actually go in to the store on Wednesday afternoon?
    Did they have one on display?
    Is that the one you bought?
    Did you see the TV in its box on Wednesday afternoon?
    Did you pay in the store?
    Did they try and sell you an add on warranty?

  • redslert on 29/11/2020 - 19:42
    +4

    Demand for the next model up if they don't have stock.
    They sold something misrepresenting availability of stock.

  • No ONE on 29/11/2020 - 21:15

    Or demand equivalent tv model.

  • Kamsi on 29/11/2020 - 21:41

    Cheaper price comes with nasty customer service. It always like that and it will continue to be that way.

  • Stevecro on 29/11/2020 - 21:43
    +10

    Take it to the High Court of Australia

    • MrFrugalSpend on 29/11/2020 - 22:59
      +1

      and if that fails, the United Nations International Court of Justice

  • r3volt on 29/11/2020 - 23:00

    The title doesn't match what actually happened?

    • GrueHunter on 30/11/2020 - 09:39

      MY TV WAS STOLEN BY ALIENS

      insert long story that fails to mention aliens at all

  • Orico on 29/11/2020 - 23:43

    Happens all the time, sometimes unknowingly.

  • Kranbone on 30/11/2020 - 03:24
    +4

    Call up head office and explain your situation asking them to help (rather than complain).

    You're more likely to get a positive result by working with them, as opposed to against them.

    (You have a large amount of leverage too).

  • GrueHunter on 30/11/2020 - 09:42
    +3

    Bought a second TV at Costco on the weekend. All the boxes said "DO NOT LAY FLAT MUST BE UPRIGHT"

    Which is fine, except they were upright on the pallet, with another lot stacked laying flat on top of those.

  • Bobbson Jagnut on 30/11/2020 - 09:42
    +1

    This has happened to me once before. They gave me a refund and nothing else. The experience left me with a bitter taste in my mouth, and if I were you I would push for a fat gift card or a free upgrade to a bigger/better model for the trouble.

  • westzod on 30/11/2020 - 09:47
    +1

    I needed to have it delivered (can't lay it down flat)

    Huh interesting… I bought one this weekend from HN and literally helped the guy load it up on our car no questions haha.

    Get a refund OP and check if your HN has stock.. they label it as X90H

  • 91rs on 30/11/2020 - 10:10
    +1

    "and was told that if I wanted to keep my warranty I needed to have it delivered (can't lay it down flat)"

    Oh the lies.
    They laying flat is more about other heavy things being placed on top and possibly damaging the panel, its nothing to do with warranty.
    F those sales people who tell people that, I'd complain about that and the fact you've not got the TV you paid for.

    • AKeaneBean on 30/11/2020 - 17:02

      They don't want to deal with people who take their TVs home flat and crack them.

      • 91rs on 30/11/2020 - 17:54

        Show me where it is in the warranty from Samsung and how its proven that horizontal transport was the cause between the store and home.
        Sounds like he wanted that extra $$ for delivery.

        • AKeaneBean on 01/12/2020 - 13:51

          I didn't say it was in their warranty. I said They don't want to deal with people who shatter the TV screens moving them wrong.

  • Gmetal on 30/11/2020 - 10:30
    +1

    if I wanted to keep my warranty I needed to have it delivered (can't lay it down flat

    Very weird - it seems the sales people are stuck with some archaic knowledge of plasmas, or about how they stacked when in palllets

    • AKeaneBean on 01/12/2020 - 13:51

      It is common advice not to transport TVs lying flat.

  • PVA on 30/11/2020 - 10:42

    Ask for a refund on the delivery (you want free delivery because of the stuff up).
    I assume you got the tv at a good price so a refund on that isn’t good as you’ll then need to pay more elsewhere.

  • UFO on 30/11/2020 - 12:55

    Just go all Karen on them.

    Department Manager, Store Manager, Franchise Manager, State Manager…. just keep going until you waste so much time that you wish you just took your business elsewhere.

    Seriously man… life's too short. Get a refund and take your business elsewhere. Trash them on every review site and to every friend you like, but don't give them a cent.

    • Heaps for Cheaps on 30/11/2020 - 16:41
      +1

      "but don't give them a cent."…

      That's the problem, customers will rather have good prices and crappy service every time.

  • Herbse on 30/11/2020 - 12:55
    +5

    Nothing in your story suggests the store sold it to someone else? Just that they never got the stock they ordered from their warehouse

    • pharkurnell on 30/11/2020 - 13:05

      Bingo.

      • Herbse on 30/11/2020 - 13:09

        It's much the same as complaining about not getting an order from a good deal that's posted on here.

        It's annoying but a part of bargain life.

    • yupyup on 30/11/2020 - 16:25

      Yeah what gives lol. I feel like OP sold us one story in the title, but then failed to deliver it in the post…hmm this feel familiar. Did they tell the story to someone else? :p

  • Pythagoras on 30/11/2020 - 13:25

    Op out of curiosity, how much did u get that model for? Am looking at getting one too.

    • Techie4066 on 30/11/2020 - 19:41

      $1499 at Costco. Look out for deals on the Sony eBay, sometimes they have box damaged TVs for $1300. I got a sound system which had very, very minor indentations to the corner of the box. Product was completely new.

  • Maxxiz on 30/11/2020 - 13:34

    You don't even know what's happened yet.
    Just because online is saying OOS doesn't mean there isn't one for you…
    Just sounds like the WH has had a delay in delivery…
    Am I missing something?

  • Dreamcast on 30/11/2020 - 14:15
    +1

    Don't be a Karen, but you know what, if you can milk it for a better model, why not 🤷🏻‍♂️

  • pformag on 30/11/2020 - 14:44

    Get a Q80 instead.

    • Techie4066 on 30/11/2020 - 19:43

      I own a Samsung phone. But Samsung TVs are seriously shit. QLED? Edge-lit backlights? Poor colours and a confusing OS? I'll pass. I've had one too many fail on me.

      • pformag on 01/12/2020 - 12:48

        QLED is great, no issue with mine. Full Array also. I am using a Q80R, but the Q80T would be the equivalent to the Sony 900. Curious, which Samsung TV are you using?

        The current OS is very simple and easy to use.

  • Plasma on 30/11/2020 - 16:58
    +2

    I know it was mentioned earlier in the thread and an ex-JB employee (me as well) also chimed in, but ask to simply upgrade to a better model with no extra cost to you. Simply ask to speak to the store manager and state your desired outcome. If you are not happy with what they propose then ask to speak to the area manager (this usually is something they don't want you to do..) A lot of people bagging out JB but they are overall pretty good when it comes to fixing up their stuff ups. Worst case, forward an email to head office and make sure you document your conversations/correspondence along the way.

  • Gobbo14 on 30/11/2020 - 18:08
    +3

    Was this the Maribyrnong store by any chance?

    I was standing in the TV department right at around midday when the guy there received a phone call and look very stressed, talking about a TV that had been sold but was now out of stock.

  • syousef on 30/11/2020 - 20:42

    JB Hi Fi are very inconsistent store to store, sales person to sales person. Last week I price matched the Logitech G604 at Castle Hill over the phone with a sales lady who had a great attitude after being told by a sales person at Marsden Park that they weren't allowed to price match or discuss price over the phone.

    Years ago JB Hi Fi Rouse Hill actually changed my phone contract with Telstra without my permission while trying to sort out a replacement LG G4 after a couple of months of my faulty one not being fixed. I ended up on a great plan for 2-3 years thanks to that mess up.

    Another time a staff member at JB Hi Fi Rouse Hill went through 4 different copies of a cheap guitar to find one that didn't have cosmetic blemishes when I complained. There were none but I ended up with the least blemished.

    Swings and round-abouts. JB Hi Fi is a bit like Maccas. Make their name on consistency but not really consistent.

  • bargaineer on 30/11/2020 - 21:28

    Just negotiate to get the 9500h for the same price - https://www.jbhifi.com.au/products/sony-x9500h-55-4k-full-ar…

    They’d probably come to the party on that I reckon. Go Instore and talk to one of the managers who has the authority to do proper discounting.

    Even if you had to pay $100 more for the 9500 it would be worth it.

  • kkkkkkkat on 01/12/2020 - 07:47

    That sucks, if you need the TV urgently I suggest doing what other commenters have said and ask for a refund or demand something in stock that's slightly higher tier for way cheaper to make it up.

    This happened to me when I bought a 4k monitor from Dell Australia 1 month before black friday with eta pretty much 1 day before black friday.
    Long story short they postponed the original eta from Thursday 26 Nov to Jan 12th.
    No doubt the black friday sales were either priotised in the delivery or they were sellling out of stock items, anyway I asked for a refund and currently waiting for the amount to reflect on my account .

  • Trying2SaveABuck on 01/12/2020 - 15:06

    Get a refund or wait it out - of course it is up to you if you can get a deal like that on a tv now the sales are over.

    I would wait it out demand some for of compensation ideally 100-200$ back or a gift card of said value.

    I doubt u will get more then that it is up to you to push for it.

    In the end of the day i dont think they have to give you anything - you could take it to VCAT or some small claims crap but i doubt you will get anything better then the TV paid for.

    I would also go back to the store and discuss it with people who sold it to me as they are more likely to compensate you then some randoms on the phone

  • kash1 on 01/12/2020 - 15:20

    Not sure if this is true but I once had a boss tell me that if we take payment for a product and hold it to be picked up later and lose it the customer is entitled to any replacement. This was the boss of a large retail company. Ring consumer affairs and see. Could be bs but you never know.

  • altitudinous on 01/12/2020 - 18:03
    -1

    will be another ozbargainer who convinced the JB store to sell them a TV meant for someone else… they will be reading this!

  • doubleclutching on 01/12/2020 - 18:14

    Wait until the store manager finishes work, follow him and then attach a car battery to his nipples.

  • berger on 01/12/2020 - 20:03
    +2

    So many replies and not one from the OP, can’t we close this thread as I would guess they got their TV and haven’t come back to update.

    1 post wonders!

    • Heaps for Cheaps on 01/12/2020 - 20:22

      Agree, 1 post wonders are a pain… Never update on the solution to a question. Need to be shamed.

      • THICKnSLOW on 02/12/2020 - 08:03
        +1

        It's becoming like ozcounselling or whingepool lite here.

  • Blackadda on 02/12/2020 - 08:02

    If you paid for it in store then they should be able to sort you out, I'm sure they will get you one or equivalent model if you agree. Failing that you'll get a refund.. give it time and probably go in there and speak to manager directly.

  • Seni0r El Cheapo on 02/12/2020 - 12:57

    So how did it go?

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