Davidjones Reviews 271

UPDATE - seems I was refunded the correct amount but it was split into two - most was refunded as a gift card and the rest to my credit card.

The worst online shopping experience I have ever had and this once loyal customer will never shop at DJs again. I ordered two items - Maggie Beer utensils holder and a knife block - using my Gift Card (which I was thrilled to receive as a Christmas gift). The order was split in two and the utensils holder arrived after some time. The second item eventually arrived (weeks later) and it was the wrong knife block. . I was communicating with someone via chat/email was asked to return the item using a courier label that was emailed to me. I had to go out of my way to go to a post office and ending up queuing for 30 mins to drop off the parcel. I made it clear that I wanted the originally requested knife block sent or me even if it I had to wait until it was back in stock. Today I received an email advising I was getting a refund which is the value of the incorrect knife block not the one I ordered (the one I paid for was $40 more expensive thank you very much) and it was going to my credit card. Not sure what credit card it will go to as I used a gift card. I’m now waiting for a reply to my email. Terrible service and I was not surprised to see so many terrible reviews here.

I placed an order with David Jones and selected Same Day Delivery, paying the extra fee. After checkout, the order was split without warning — one item was sent as Standard Delivery (2–7 days) even though I chose one delivery method for the whole order.

I have a learning disorder, so I rely on clear and consistent checkout information. The way the shipping options were shown made it look like the entire order would be delivered the same way. There was no explanation that items ship from different locations and get different delivery methods.

To make things worse, David Jones offers no way to cancel an order immediately after placing it, even when the delivery method changes. Their support options are hard to access, and the process is confusing and stressful.

I won’t be shopping with David Jones again. A modern retailer should not have a checkout system this unclear or inaccessible.

Appalling ! this has cost me nothing but blood sweat and tears. Not only did they fail to deliver the present to my son before Christmas but they left it in the post office for all of three days during the Christmas rush on those three days he was at work - it’s just not long enough. When I found that everything had been returned to David Jones I then tried to request a refund and realise that it’s impossible to actually get through to anybody. They won’t talk to you on email. They’ll only text Australian numbers although I ordered stuff from Spain as I live in Spain - they have no contact whatsoever that you can get through to and every time you get a robot or a message saying this will take 13 days before someone can speak to you because we’re too busy. My son still hasn’t got his Christmas present and I still haven’t got a promised refund for two missing parcels, although they wrote me 3 weeks ago saying that it would be in my account in five business days and now I still have no way of getting hold of them. Be really careful if you think you want to order something online from these people because basically it will be very difficult if it doesn’t get picked up the first time they deliver and you’ll probably never get a refund or see the parcel again. Also if you order more than one item they split the parcel into many so even if it’s something very small everything will come separately drip by drip so once again it makes it incredibly difficult to receive it. I guess they outsource everything.

If you want complete incompetence, look no further, you're right on track with David Jones!
David Jones, hands down, win the award for worst client services of all time, with no visible signs of improvement. With hold times easily in excess of 2 hours, you'll then be directed to someone (maybe), who you can almost guarantee will have no idea how to assist you, no interest in assisting you, and no ability. The only reason I can think that they still exist is lack of competition. Incompetence meets total lack of care. Awesome work DJs

David Jones’ customer service practically does not exist. They regularly sell items online that are not actually in stock, so it’s common for purchases to be cancelled after payment is taken.

The item I received did not match the photos or description shown on the website. What you see online is not what you get.

Neither customer support nor the store manager showed genuine care or took responsibility for resolving the issue properly.

Overall, this was an extremely frustrating experience. David Jones is, in my opinion, one of the worst retail experiences in Australia, both online and in-store.
I will never shop here again.

I will never order anything from David Jones to be delivered again. Terrible service. Over a week since placing the order and still no confirmation it has been sent. When placing the order the delivery time estimates 3-5 business days. I'm in a major city and all items were in stock. Not worth shopping with David Jones.

Absolute debacle.

Online order - I was sent someone else's order and they got mine. I'm a 40 year old man with no need for a XS nightie. Tried to resolve online only to wait 48 hours for the response 'our records show the parcel was delivered, perhaps check with your neighbours'.

I had to follow up with them several times, and give up 2 hours to go into store to try and resolve.

The icing on the cake was trying to get help in store from Trude and Prude, who - from the way they acted with me vs. other customers - I assume believe every customer that isn't visibly 'Brighton' is beneath them.

Once upon a time shops would offer token vouchers for these sorts of stuff-ups and instead I got: "sorry, the AI let you down". No, David Jones, this was a you problem; the AI let you down.

Would be reluctant to shop at DJs again

I had a very disappointing experience with David Jones.

It was extremely difficult to speak to a real customer service representative. Live chat did not appear on mobile, and even on a computer I could not reach a person. Phone support redirected me back to the website, and in store staff said they could not assist and that I needed to wait for customer care.

When I finally spoke to someone, I was told to wait several days for confirmation about where my order was.

The item was marked as shipped on 24 December, yet the Australia Post tracking shows no scans at all and indicates that the parcel was never lodged. In this situation, it is unclear how Australia Post can meaningfully investigate something that appears to have never been handed over to them.

Despite this, David Jones told me that Australia Post may have lost the item and asked me to wait again for the outcome of their investigation. This feels less like a genuine resolution process and more like responsibility being shifted away from David Jones.

I work in retail and understand postal processes. If an item had actually entered the postal network, it would have been scanned at some point. No scans strongly suggest the item was never dispatched.

This experience was frustrating and disappointing. I did not expect this level of poor communication and lack of accountability from a major retailer, and it has significantly damaged my trust in David Jones.

Please read my review that I wrote in DJ reviews section. An abhorrent experience. Never going again. DJ’s you need to wake up.

Online customer service used to be decent but now customers are serviced by an AI bot who takes your details and says customer service will get back to you which can take up to a week or more. Received an item in the mail and reached out to customer service as it looked like it had some manufacturing issues. Was sent an sms asking to send additional photos and explanations which I did and it’s been over a week with no acknowledgement that my message was received and no reply. They can at least let the customer know it’s been received and they are working on it. Had an issue with another order saying it’s been shipped but it’s been sitting at one of their stores for over a week and not even sent out yet which had to be chased up and directed again to the AI bot online probably not likely to hear from customer service after new year and by the time the items are mailed it would be a month after it’s been purchased 🤦🏻‍♀️. Buy instore or another online retailer if you can!!!

I placed an online order for a bottle of wine and received the incorrect item. I reached out to the customer service team straight away and 5 days later, I have had one message asking for an image (which i had already sent) and nothing since then. The wine was ordered for our Christmas celebrations which I assume, I will now not recieve in time. Awful service from a company who attempts to class themselves as luxury and high end. I will be sure to never purchase online products from DJ again, as they seem to be incapable of rectifying a straightforward issue within a timely manner. Try and source your products elsewhere- many other stores with prompt and efficient customer service, with quality control and delivery of the correct item.

Woeful online purchase experience, no customer service. Never intended to fulfil my order by the looks of things. No explanation, just a refund today.

Here's my email to them after attemtping to buy a bracelet for my wife. 1 week till xmas.

This is incredibly disappointing. You've sat on this for nearly three weeks with no action. Now I'll struggle to get an alternative present. Overall I'm very disappointed in how this purchase has been handled. Whoever's managing your online store is making a royal mess of it. Unless things change significantly I'll never order from you again.

Sort it out or you'll go out of business.

I bought over $300 of Chanel products online from David Jones I wanted them wrapped as a special present . They were wrapped in plain paper and no Chanel presentation bag.
After I bought products, I was advised I had to wait for product due to Black Friday sell out.
Wont buy from D.J. ever again.
Better to buy direct from Chanel to get better service.

David Jones now uses AI as first line response to errors and complaints.
I recieved a badly damaged package due to unsuitable packing of my item.
Secondly, they sent a second item which was completely different from my order.
They suggest I travel 53 kilometres to the closest store to fix their error. I am yet to communicate with an actual person.
No longer a premium store.

I am writing to provide feedback about an unpleasant experience I had at your Southland store.I was in the “Fashion – Pay Here” area to return or exchange a dress.
The staff member who served me her name "R.. " was extremely rude and unprofessional throughout the interaction. Her attitude made the situation very uncomfortable, and I eventually had to ask a manager for help because she was unwilling to assist me properly.
This experience was disappointing, as I normally expect a high level of service from David Jones. I hope this matter can be addressed to ensure better customer service in the future.

The quality of shoes for Nelson Made is poor and horrible. It’s a stick on with glue and priced so high. Absolutely disgusted.

Absolutely appalling quality control. I purchased a La Boule Memphis dinner set. on the bottom of each piece was marked 1 of 6, 2 of 6 and so on until 6 of 6. Well as the box it came it clearly states with both pictures and text the item has 7 pieces. Given the battered & tatty state of the box it came in I am sure this was an intentional attempt to offload a display item missing a piece in the hope that the receiver would not notice.

I ordered a bracelet from David Jones as a present and expected a new, well-presented item. Instead, it arrived damaged and without the original tag, which made it look used. I felt really embarrassed today when I had to give it as a gift, because I had no time to replace it and it clearly didn’t look new.
I contacted customer service, but the options offered weren’t workable due to the timing of the event. I trusted David Jones to deliver something appropriate for gifting, and this experience has been really disappointing.
This situation should not happen when purchasing a gift from a major retailer.

Would just like to leave a raving review for Tori and her amazing make up skills !!!!
Could not have asked for a better result,,,
Would easily rate her abilities as a ten out of ten.

A couple of nasty authoritarian older women at the Customer Service counter at Chermside. I committed the crime of forgetting to bring my driver’s licence to pick up our online order, because having the email with the barcode and order number isn’t enough. Fair enough, we’ll have to go back home to get it.
It should’ve ended there, instead, the shorter of the two proceeded to treat me suspiciously, like I was committing a crime, and told me I should have a digital driver’s licence or have a photo on my phone of my licence. She proceeded to well and truly overstep the mark telling me to use myGov. The last time I checked, her job was to work behind the counter and be polite to customers. Not publicly humiliate them and provide “advice” over a subject she knows nothing about.
After returning later with my licence, the very nice young woman who was then at the counter couldn’t find my package because it was nowhere to be seen, certainly not where it was being held originally, or any other logical place. After several minutes of having to wait for the package to be found, she finally brought it over. She couldn’t explain why it had been put in a such a bizarre place. It sure felt like I was being punished by the horrible women from earlier. Like other reviewers have found, bar a few exceptions, DJs no longer has customer service. Myer customer service is far more professional, and that’s where we’ll do the rest of our Christmas shopping. The fact that DJs doesn’t bother responding to reviews is a clear sign of zero care factor.