JB Hi-Fi substandard service

LJF on 31/03/2013 - 15:47

Just wanted to write about a very unsatisfactory experience I have had with JB Hi-Fi.

In late December last year, I took advantage of an offer posted on OzBargain, listing a sale on Samsung DA-E750 Ipod docks. http://www.ozbargain.com.au/node/89063

I placed an order online on 26/12/2012 and provided Paypal details and awaited the item to come in at my local store.

On Jan 6th I received a generic email from JB Hi-Fi notifying me that my order was still being processed and that the general waiting time is 1 to 2 weeks.

I visited another local-ish store a in February (about 15mins away from the one I placed the order with) and noticed that they had the item in stock, so I sent an email to the General inquiries email address on the JB Hi-Fi website on Feb 16 2012 and provided my phone number and email address as means of contact.

Hi, i placed an order #6580469 for a Samsung iPod dock just after Christmas and have not yet received any information on this. Could someone please let me know the status of my order. Kind regards XXXXX XXXXXXXX

I received no reply from anyone at JB Hi-Fi and still have not to this date.

Today I checked my order again online, only to find that someone has cancelled my order.

No one phoned me or even emailed me to let me know what was going on at any stage aside from the one generic email to say it was being processed over 3 months ago.

Hope everyone else has better dealings with this company and ask if anyone else has had the same issues?

Regards
JF

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Comments

  • zelda707 on 31/03/2013 - 16:04

    why don't you go into your local store and ask? Did they charge your account?

  • JF on 31/03/2013 - 16:27

    They just process a sort of authorisation to remove the funds from what I understand about their paypal system for online orders, then remove the funds once the item shows up.

    I actually work away a fair bit so haven't really had a lot of free time to head into the store just to enquire about my order. (It's about a 45min to hour drive each way for me). I was in the other one on my way to somewhere else so it wasn't a special trip for me.

  • qazwsx on 31/03/2013 - 18:17
    +1

    I had an issue late last year where I was waiting for the store pick-up notification for an online order but it never came. I queried the store directly and they said it was due to an issue they were having at the time where the store was not being told about the order, so they could not put it aside and send the ready to pick-up notification out. They rectified it on the spot.

    On the other hand, I had another online order where I was trying to deal with their online team instead of their store team - not very pleasant. Ended up just going into store to fix it up.

    • JF on 31/03/2013 - 19:05

      Oh okay. Hopefully it's just the online team that's incompetent then.
      Will give the store a call next week.

  • leonheart1 on 31/03/2013 - 19:35

    Something similar thing happened except it was for a mobile phone; the Motorola RAZR V XT885.

    I had ordered it for $246 including shipping right before Christmas believing it would come before then. Waited a week, now the holidays were only 2 days away.

    Called the local store, asked whether I could just go in store and pick it up, was told I'd have to cancel then rebuy it. I was worried that I would buy the phone twice since it was only meant to be a temporary phone. Anyway, apparently they have to cancel it if you submit the form. So it was all done relatively easily.

    About a month later I received a second phone through the mail via AAE. I'm guessing this was how long I'd have waited if I didn't cancel then pick it up in store. They had already refunded me the first time so I called them up about their mistake and they arranged a time and place to pick it up from me.

  • The Quote Train on 31/03/2013 - 23:10
    +1

    I'd just like to make comment about the complete lack of service of JB-HIFI in general.

    The customer service is absolutely appalling in both the Adelaide city and West Lakes stores. The staff are rude - they don't want to help if it's outside their section, and don't particularly want to help you find help.

    I get that they're busy, but seriously, a lot of their staff have a real attitude problem.

  • Anth0ny on 31/03/2013 - 23:23

    Hi,

    I just want to share my bad experience as well with JB Hi Fi. on 1/01/2013, I bought a nokia lumia 920 from JB Hi Fi Booragoon, Garden City. After 2 months, the phone was faulty - it always shutdown by itself after i leave it for quite long (for example when i wake up in the morning) and the only way to turn it back on is to press the down volume and power button so that it will restart. Anyway, I bought it back to JB Hi Fi in carousel store, the staff had a look and create a service repair docket and give the copy to me. After a week, I got a call saying that my replacement unit is ready to be pick up. When I go to the JB Hi Fi in carousel store, I was so surprise. The replacement unit that I got was a refurbished unit with a different IMEI no and on the side there's a lot of dent and the surface was chipped. I complain to the staff and he told me it's because my old phone was not in a good condition too. I showed him the copy of repair docket that JB Hi Fi gave it to me, and it was written very clear that the condition of the phone was good at that time. The JB Hi Fi staff said, "that's doesnt mean anything mate". I didnt pick up the replacement unit and walked away from the store. After that I lodged a complain to TIO and ACCC. After that the store manager called me again and say they will send my phone back to nokia to get the case replaced. He also said that the store will have to make up for all the cost of that service. I told him, just send it back to Nokia and fix it immediately. Then, the store manager told me i will have to wait for another 2 weeks for the repair.

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