Click and Collect Policy | Was I at Fault?

jimmy1593 on 19/12/2023 - 23:25
Last edited 20/12/2023 - 09:11 by 1 other user

Long story short - placed a click and collect order at JB and added my spouse as a collecting person

However later it was convenient for me to collect and I went to store to collect the order. The staff started arguing saying that I cannot collect the order and my spouse needs to send an email to the manager saying the reason why she's not unable to make it to collect as she has the authority to collect

My statement is that I have paid for the order, invoice is on my name , and how can they deny me just because I've added someone else to collect

Ultimately manager intervened and handed out the order to me but it took 25 mins to resolve the issue

Electrical & Electronics

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

  • Hybroid on 19/12/2023 - 23:28
    +89

    Instinctively it makes sense to side with you, but their policy is clear that the nominated pick up person cannot be changed for security/fraud reasons:-

    Please note: You cannot change the nominated pick up person on an order.

    This measure is necessary for JB Hi-Fi to maintain the security of our customer's orders by preventing fraudulent unauthorised pick-ups.

    https://support.jbhifi.com.au/hc/en-au/articles/360055278893…

      • 900dollaridoos on 20/12/2023 - 12:54
        +11

        I had a good laugh calling Aus Post like a year after Covid was 'over' and had to sit through a few mins worth of "we're sorry, due to Covid we are experiencing large call centre delays, blah blah blah". After all that yapping an operator picked up literally one ring after it actually started the call phase.

        The only Covid delay they had was talking about Covid delays haha

      • Minimum chips on 20/12/2023 - 23:38
        +5

        What do they gain from this policy, if it is not to stop fraud? You really need to follow through with that line of reasoning, otherwise it just seems like a knee-jerk "rah rah companies bad" reaction.

        • ssfps on 21/12/2023 - 02:28
          -4

          So you're implying large retailers are rational actors that behave honestly? Curious.

          • ceroau on 21/12/2023 - 11:48
            +2

            @ssfps: Rational actors? Yes. Behave honestly? Only when it beneficial to them so most the time no.

            It's all about profits, there isn't any malevolence to it beyond that. Will they do something shitty because it's profitable? In a heart beat. Will they do it for shits and gigs? Rarely, if ever and in those cases it very like it one individual with too much power within the corporation that's gone rogue and they'll usually rectify that once rogue behavior starts hurting their profits.

            Policy is there to protect their profits not to inconvenience you because you're their enemy or some nonsense.

        • Maxi Pad on 21/12/2023 - 18:10
          +1

          "I nominated X person to collect and they haven't collected it…. It was collected by someone else. You are at fault. Please reissue the item."

    • SlickMick on 20/12/2023 - 12:44
      +8

      Yeah, you initially go with common sense but that is lacking in their policy. I totally agree that no one but purchaser OR nominated pick up person should be able to pick up - like every other business I suspect.

      • SuperLate on 21/12/2023 - 02:06

        my spouse needs to send an email to the manager saying the reason why she's not unable to make it to collect as she has the authority to collect

        and indeed OP's wife was able to collect.

        • SlickMick on 21/12/2023 - 09:46

          No one is questioning whether they followed their processes, except I'd say why haggle for 25 minutes before giving the customer what they asked for.
          The point is it is in incredibly stupid policy (if it is the policy rather than a training issue. I haven't even read the policy - a couple of days ago I didn't think this post required much thought).

          If you had nominated your wife to collect your order, but when it's ready it turns out that it's more convenient for you to collect, would you:
          a) collect it yourself (and expect it to not require 25 minutes of haggling),
          b) let it sit at store until your wife is available to collect, or
          c) have your wife email the store with an excuse why she isn't collecting, wait for confirmation from manager, then go in and collect

          I have plenty of hypothetical examples of why b) and c) are really poor solutions.

          This is a common business process and I haven't heard of any other company with such a flawed system.

  • jv on 19/12/2023 - 23:30
    +68

    and how can they deny me

    Because you are not the person authorised to collect.

      • jv on 19/12/2023 - 23:35
        +46

        Yes.

  • garetz on 19/12/2023 - 23:31
    +52

    You should be able to have multiple nominated people, its pretty short sighted and limited thinking on their part.

    All you should really need is to present the email stating you can pickup the item, as long as you have proof that you made the order the name should make no difference.

    • jimmy1593 on 19/12/2023 - 23:33
      -4

      Don't think that's an option on the website while checkout , it just allows you to add 1 person

      • garetz on 19/12/2023 - 23:34
        +29

        It might not be an option, but that should be an option. That's my point.

        • SlickMick on 20/12/2023 - 12:46
          +15
          • the purchaser should automatically be one of the acceptable pick-up persons
          • GrueHunter on 20/12/2023 - 16:38
            +9

            @SlickMick: As simple as changing "who will collect this order" to "who else can collect this order"

      • garetz on 19/12/2023 - 23:37
        +14

        A policy is not a law, it can easily be changed. A company should make the life of their customers easier, not harder.

        Sure you can take your business elsewhere, but with a company as big as jbhifi is, being reasonable is not that hard either.

          • Chandler on 20/12/2023 - 07:22
            +5

            @jv:

            Where in the law does it say they can give purchased stuff to non-authorised people?

            Where in the law does it day that they can't?

        • fantombloo on 20/12/2023 - 09:32

          A policy is not a law, it can easily be changed.

          Laws too. Maybe not as easy / quick but people seem to forget they are all made up too, should be open to continuous scrutiny, and not necessarily automatically worthy of respect in and of themselves.

        • Joey2scoops on 20/12/2023 - 12:37

          The policy should be considered to be JBs law. There should be no deviation from policy unless there is a decision from a manager with the appropriate delegation to deviate from policy. People get fired for breaching company policy all the time. It might be dumb, it might not make a whole lot of sense in some circumstances but it's necessary.

      • blorx on 21/12/2023 - 11:46
        +1

        Imagine suggesting a more flexible and accessible solution. Be careful not to eat your crayons whilst colouring only inside the lines.

  • Sye on 19/12/2023 - 23:37
    +4

    Need MS Paint diagram.

  • Protractor on 19/12/2023 - 23:56

    Jesus!
    This happens to tens of thousands of ppl per day.

    You won. Move on

    • theHMASfriendship on 20/12/2023 - 10:52
      +2

      Millions suffer every year

      • Protractor on 20/12/2023 - 10:53
        +1

        Oh, the HUGE Manatee !

        • Minimum chips on 20/12/2023 - 23:39
          +1

          Common misconception, it is a regular sized manatee, who goes by the first name of Hugh. Hugh Manatee.

  • Nillionaire on 20/12/2023 - 00:00
    +38

    To the staff members, your wife was the only one authorized to collect the item. They'd get in trouble if they handed it to someone else. They don't have the authority to manually investigate and verify you. The manager, who does have that authority, resolved the issue for you.

    • jv on 20/12/2023 - 00:02
      +13

      I bet the OP went all 'Karen' on the staff too…

      • Jimothy Wongingtons on 20/12/2023 - 00:16
        +10

        Certainly sounds like it from tone of post

        • Protractor on 20/12/2023 - 10:37
          +5

          The entitlement of this post is very aromatic.
          Like someone got every Karen on earth, put them in a boiling vat and simmered it down,until all that was left was pure undiluted 100% Karen tincture. So strong, that if it was around a couple of millennia back, it would have found it's happy place alongside gold, frankincense and myrrh.

          • SlickMick on 20/12/2023 - 12:52

            @Protractor: I'm curious, would you guys have not tried to collect because the policy is intuitive/ you would have read it; wore the 25 minutes as reasonable time to collect a parcel; or agreed that you were ineligible to collect and gone home emptyhanded?

            To me, the only options are fix the stupid policy once and for all, or improve the time required to deal with the stupid policy to say 1 minute.

            • Protractor on 20/12/2023 - 12:57
              -1

              @SlickMick: I click and collect at Bunnings and make it care of me and my partner. No dramas at all. The outrage here is unwarranted. He got the item.

              • SlickMick on 20/12/2023 - 13:03

                @Protractor: So Bunnings process works. Yah. I wouldn't have any dramas with Bunnings either.

                But back on track, JB's policy and staff training and response to problems are outrageous. If I bought something and they wouldn't give it to me I can't image the rage I would be in by the end of that 25 minutes.

                • Protractor on 20/12/2023 - 16:15

                  @SlickMick: You are too easily outraged, then.The word is abused to the point of hyperbole. Your comment reads like a news corp story.

                  The OP got his shit after losing his shit. That is it.
                  His outburst is now subject to viewing at the JB Xmas shindig

                  • SlickMick on 20/12/2023 - 17:42
                    +1

                    @Protractor:

                    The word is abused to the point of hyperbole

                    I only used the word to describe the quality of JB's procedures and the following of them. Perhaps my vocabulary is limited, but waddeva.

                    That is it

                    Yeah you summarised the situation nicely. I admit you have far better writing skills than I do.

                    His outburst is now subject to viewing at the JB Xmas shindig

                    I think they would be too embarrassed by the outrageous ridiculous handling of an outrageous ridiculous policy. If not, hopefully it is seen by a senior manager that reviews the situation, gives a couple of people a kick in the pants, and fixes a problem that shouldn't exist.

                    • Protractor on 20/12/2023 - 20:23

                      @SlickMick: OP could should have been more organised.He paid the price and took a few staff as collateral damage.
                      I'h hate to have been his wife's ears when he got home from JBs.

                      I'd ratherJB had a policy that over-filtered for risks than hand my shit to a scammer. Nobody wins

                      • SlickMick on 21/12/2023 - 09:02
                        +1

                        @Protractor:

                        should have been more organised

                        Does the order process provide access to a crystal ball so OP could determine who would be available to pickup when the order is ready?

                        hate to have been his wife's ears when he got home

                        My wife is worse than I am. She might have gone to JB to give them another serve.

                        I'd ratherJB had a policy that over-filtered for risks

                        I'd rather they willingly give me what I paid for rather than make me fight 25 minutes for it

                        • Protractor on 21/12/2023 - 10:00
                          -1

                          @SlickMick: Then perhaps you and the OP are equally disorganised reactive and short fused apparently
                          But it says more about you and your wife's behaviour being a problem bigger than the JB system, and aligns where our entitles society is based these days

                          • SlickMick on 21/12/2023 - 10:20
                            -1

                            @Protractor: Nothing disorganised about it, maybe we just have a life. If store could tell me at time of order whet it will be available for collection, I could plan who would be available at that time. But why should I when it is just simpler to decide when the order is ready.

                            If getting stirred up for having to fight for 25 minutes to collect my order makes me short fused then I am definitely short fused.

                            If it were by business I'd avoid lighting people's fuses no matter the length. A lot of people have fuses far shorter than mine and I can imagine a scenario like that getting violent. What happened to the customer is always right?

                            IMO this has nothing to do with how OP responded or how I would. All JB needs to know is they had a problem, review the policy, and make sure it doesn't happen again.

                            • Protractor on 21/12/2023 - 10:40
                              +2

                              @SlickMick: If you can't see how you react (behaviour) is relevant, then that's called entitlement. Where the world has to bend to your needs.
                              You even admitted you and your wife would go front foot on this.
                              Repeat. He got his shit. It wan't enough.Entitlement.

                              From the JB site>
                              Please note: You cannot change the nominated pick up person on an order.

                              This measure is necessary for JB Hi-Fi to maintain the security of our customer's orders by preventing fraudulent unauthorised pick-up.

                              Kudos to staff for tolerating dicks ,especially this time of year

                              • SlickMick on 21/12/2023 - 12:00

                                @Protractor: You reckon outrageous is an overused word. I reckon entitlement is. What's wrong with making the world a better place, and requiring crappy processes to be improved?

                                I want to see how to handle a similar situation. It seems apathetic to tolerate being hassled unnecessarily like this. After 25 minutes, the store realised they were in the wrong and did what they should have 25 minutes earlier. Why can't you just accept that?

                                You've copied the policy we're talking about. Firstly, it's ambiguous. It doesn't say the order can't be picked up by the orderer. It just says there can only be one nominated alternate pick up person. They should reword it to be clear that the purchaser is also an authorised pick up person. Which is proven by the fact that the manager eventually worked it out.
                                I have no trouble with how the staff handled it. They were probably insufficiently trained, and followed the process to their understanding. Taking 25 minutes to resolve it was the problem. But the biggest problem is people like you who can't see that it's better to fix the policy than see this repeated.

                        • resisting the urge on 21/12/2023 - 23:34

                          @SlickMick: JB isn't run like a normal shop. There is no common sense descending on the place no matter how loud you scream into the vacuum all those poor staff are working in.

                          You are actually fighting an entire legal team, anon grey suits behind the scenes, making policies, laying down the rules according to Maq Bank. They aren't paid to issue guidance or train staff, i.e. do anything complicated. It might cause staff to use their heads.

                          Next up they'd start making sensible decisions. The lawyers, HR/P&C team know they can't be allowed to begin thinking, let alone acting.

                          They'd want more money, become more entitled, and more employable elsewhere. Best to keep them stupid, overworked, and underpaid.

                          Like telcos, Maq Bank worked out years ago that acquiring customers through advertising is cheaper than trying to retain them, even if it is your first purchase.

  • Ruth Hill on 20/12/2023 - 00:25
    +13

    Yes, you are at fault.

    • jv on 20/12/2023 - 00:28
      +4

      Definitely.

  • mshanann on 20/12/2023 - 00:28
    +4

    I had an issue trying to collect a laptop recently from JB HiFi.
    They would not accept QLD digital drivers license even though it is a legal form of identification and that verification apps and processes are available.

    https://www.qld.gov.au/transport/projects/digital-licence/bu….

    Eventually manager relented after arguing with them for 10 minutes.

    • jv on 20/12/2023 - 00:31

      though it is a legal form of identification

      In VIC, they are only being trialled in Ballarat.

      • HamBoi69 on 21/12/2023 - 12:19
        +1

        Not sure why you’ve been negged. It’s a fact.

        • jv on 21/12/2023 - 12:19
          +4

          Many people here hate facts…

          • HamBoi69 on 21/12/2023 - 13:29

            @jv: It’s a great tool. Have done several C&C’s in and around Vic and all have accepted it and realised where I live. It’ll be great when the rest of the state gets it next year.

    • Ruth Hill on 20/12/2023 - 00:33
      +2

      Is the laptop purchased outside Qld? The staffs may not know about the digital thing or trained for that, and the goods is pretty high in value. My local jb doesnt even check the ID for small items.

    • randomusername2017 on 20/12/2023 - 07:32
      +9
      1. Present your physical photo ID and this email

      Did you read the c&c email?

      • [Deactivated] on 20/12/2023 - 08:01
        -8

        Present your physical photo ID

        Is your phone not a physical device?

        • randomusername2017 on 20/12/2023 - 08:06
          +11

          Guess that's why they specify physical photo ID and not physical devices with digital photo ID.

          • [Deactivated] on 20/12/2023 - 08:12
            -6

            @randomusername2017: But it is a physical device with a gummint issued photo id. If it's good enough for the coppers…….

            • randomusername2017 on 20/12/2023 - 08:16
              -1

              @[Deactivated]: Until the police send out an email with instructions in bold text requesting that a physical photo ID be presented…

              • [Deactivated] on 20/12/2023 - 08:30
                +1

                @randomusername2017: Yes, and in this fantasy world I will pay my light bill with a cheque before heading for the coal mine with my canary.

            • roguescholar on 20/12/2023 - 08:45
              +1

              @[Deactivated]: Also some banks don't accept digital Photo ID.

              • [Deactivated] on 20/12/2023 - 09:01
                -1

                @roguescholar: Well that sucks (for them). They really should accept gummint issued ID. Maybe don't bank with them if they are that backward?

      • mshanann on 20/12/2023 - 10:32

        re '''Present your physical photo ID'''

        I'm not sure that policy is displayed at original time of purchase (it was an education portal order).

        It would be interesting to see if it could 'legally' hold up that they won't hand over goods without presentation of a physical license even though goods have been paid for.

        I need some bored retiree to try it out and report back :)

        "The Digital Licence is legally equivalent to the physical licence under Queensland law."

        • randomusername2017 on 20/12/2023 - 11:14

          Not familiar with the education portal, but did they send an email with click and collect instructions?

          It would be interesting to see….

          11.5

          • mshanann on 20/12/2023 - 16:35

            @randomusername2017: Nothing in 11.5 talks about a physical photo ID ….

            11.5 When picking up Goods in-store or at a Distribution Centre:

            (a) you (or the relevant person who you nominate to pick-up the Goods on your behalf) must provide photo identification (current drivers licence, passport or Keypass) to staff to verify that the person collecting the goods is either the purchaser or the person nominated by purchaser to pick-up the Goods. If requested, you (or the relevant person who you nominate to pick-up the Goods on your behalf) must allow JB Hi-Fi to take a copy of this identification for fraud prevention purposes. The copy will not be used by JB Hi-Fi for any other purpose or disclosed to any person outside of JB Hi-Fi;

            • randomusername2017 on 20/12/2023 - 17:06

              @mshanann:

              must allow JB Hi-Fi to take a copy of this identification

              Sure could be argued a screenshot or photo of the screen would constitute "copy", doubtful that fits with the intent of 11.5.

              Either way.. you agree to their t&c.
              Most likely result in cancellation.

    • SlickMick on 20/12/2023 - 12:53

      I'm seeing a pattern here.. and the quality of service is going backwards.

  • cheesecactus on 20/12/2023 - 00:31
    +20

    Their policy is that you can't change the nominated pick-up person.

    But the fact that the original purchaser can't also pick up the item seems like a silly policy. If something happens to the nominated person, you're now completely unable to collect the product you paid for??

    Glad to hear the manager intervened, but I don't blame the initial staff who were just following the rules set by JB (which should probably be reviewed/updated).

    • OhNoUShiz on 21/12/2023 - 10:55
      +1

      Exactly, it is stupid policy and for others to side JB Hifi, both purchaser and nominated pick-up person ( if any ) should be able to collect the parcel.

  • theHMASfriendship on 20/12/2023 - 00:52
    +7

    I think you should escalate this directly to Albo

    • jv on 20/12/2023 - 01:45
      +3

      He's probably on holiday somewhere.

  • trustnoone on 20/12/2023 - 01:27
    +3

    Honestly I hate the way they deal with pickup overall. I had someone refuse to let me pickup because I had my ID and didn't have the original email already opened in their underground shop (no phone service when trying to load it up in line). Lady was complaining while I was trying to get it to load till the manager next till over was like "yeah we only need the ID just get him the item".

    I personally think the policy should be the purchaser or the pick up person, or let you put two people/change people. I wonder if you could've just cancelled the pickup as a purchaser then asked for it in store.

    I guess technically you're in the wrong since its all in the terms etc. But if they could even do a tiny bit better in their system, they wouldn't have to waste so much staff time arguing what could be a simple fix.

  • Morien on 20/12/2023 - 01:49

    So it took you 25 minutes to sort it… and decided to drag it out an additional couple of hours by posting it here?

    I admire the determination, but it is what it is.

    • CurlCurl on 20/12/2023 - 08:47
      +2

      and decided to drag it out an additional couple of hours by posting it here?

      WHAT

  • hasher22 on 20/12/2023 - 01:50
    +13

    What I don't understand is the OP added their spouse to pick it up, even though the original invoice is under their name?

    To me, it doesn't matter if it's the spouse or the OP that picks it up, the receipt is under the OPs name but the spouse as an additional person to pick up.

    I don't see a problem why the OP can't pick up the item even though their name is on the online order?

    • lainey13 on 21/12/2023 - 12:42
      +1

      That would make too much sense to the staff

  • try2bhelpful on 20/12/2023 - 05:04
    +6

    So will you be sending a message to JB, respectfully, asking if the policy could be changed or are you just going to raise this post? Not sure why we are involved in this?

    • Protractor on 20/12/2023 - 10:43
      +2

      Because 'in store dummy spit' = post event guilt = please validate me on a forum = good Karma restored, in some ppls minds.

    • SlickMick on 20/12/2023 - 12:56
      +1

      I'm glad OP shared their experience so I know never to use JB pickup

      • Protractor on 20/12/2023 - 16:50

        I doubt they'll lose any sleep

  • conant on 20/12/2023 - 06:53
    +1

    Nominating is not simply adding.

    • GrueHunter on 20/12/2023 - 16:42
      +4

      It should be, because if it isn't, nominating becomes "and also waiving any and all rights to the item you just purchased", which is f'ing ludicrous.

      • Typical16-bitEnjoyer on 22/12/2023 - 11:11

        I nominate you to discuss with JB Hifi changing their policy

  • Dollar General on 20/12/2023 - 08:06
    +3

    They are following the instructions YOU provided them & now you are complaining about it.

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