Jbhifi Reviews 

Extremely poor online customer service and delivery support

I placed an order through JB Hi-Fi Marketplace, and the experience has been extremely disappointing.

The parcel was supposed to arrive, but instead it was sent all over Australia. The tracking shows it went through Melbourne, Sunshine West, Adelaide, Adelaide Airport, Regency Park, Brisbane, Wingfield, Redbank, Sydney, Chullora, Darwin, Winnellie and then Alice Springs. Instead of getting closer to me, it kept being moved further away.

I contacted Australia Post, and they could not clearly confirm where the parcel was, whether they still had it, or when it would actually arrive. The response I received from the marketplace seller was basically that the item was “still in transit,” which did not address the problem or provide any meaningful solution.

The worst part has been the lack of proper customer service from JB Hi-Fi. There does not appear to be a straightforward way to speak with someone who can actually fix the issue. The chat queue involved a very long wait, and the support process feels delayed, automated and unhelpful rather than like real customer service.

I should not have to keep chasing Australia Post myself when the purchase was made through JB Hi-Fi Marketplace. JB Hi-Fi should take responsibility for resolving issues with marketplace orders, especially when the parcel appears to be seriously misrouted and there is no reliable delivery timeframe.

At this stage I have requested the order be cancelled and fully refunded because I no longer have confidence that the product will arrive within a reasonable timeframe. I will be buying the item elsewhere.

Very poor customer service and a very frustrating delivery experience.

AVOID ONLINE ORDERS AT ALL COSTS! So disappointing. I used to be a loyal JBHIFI shopper however they seem to be just another failing Aussie retailer. I can now see why their share price is tanking after my recent experience. No team members seem to care (I spoke with 3 different team members), no apologies, just false promises and they know that I will need to wait another hour in a telephone queue to speak to them again so very happy not to take ownership and follow through on what they said they would do. a failed online order with endless excuses why they are 3 days late to an emergency online next day order (which I paid extra for). I have now given up and been told that the order is now canceled and will be refunded (my request). We will now see if they can achieve this as they haven't achieved anything they've said they would do as yet. They need to seriously look at customer service and support for online orders. JB-25687916. spoke to Sam and Isha. complete sham

I ordered x2 TVs and Soundbar on line with Big mistake.
By far and away the worst customer service I have ever received. DO NOT ORDER ANYTHING ON LINE. There is no customer service. They have your order paid for and dont give a s**t.
I had a query about my order and instalation.
Tried to contact them on line and got a BOT. Waste of time. Might as well have asked for the weather forcast!
Tried to email several times, NO REPLY. Tried to ring eventually got through only to be put on hold for 20 mins then I was cut off.
Rang again. On hold for 45 mins then cut off again.
When my order arrived then the guys came in to supposedly install TV. I was advised previously to allow up to 3 hours. They were not told about instalation of soundbar which I had been advised would happen. So they were understandably pissed. So they basically pluged everything in then took off after 20 mins.
SO--- DO NOT EXPECT ANY ASSISTANCE OR CUSTOMER SERVICE FROM JB HIFI.

I had a very disappointing experience with JB Hi-Fi’s price match policy. Despite clearly advertising that they will match competitor prices, they refused to honour it—even though the competing product was in stock and met all their stated conditions.

The reason given was that the competitor’s price was “below their cost price.” That should not be the customer’s concern. If a business promotes a price match policy, it should be applied consistently, not selectively when it becomes inconvenient.

We believe this behaviour constitutes misleading and deceptive conduct, and we intend to raise the matter with Consumer Affairs. Advertising a policy that is not genuinely honoured undermines trust and misleads customers.

As a result of this experience, we will not be shopping at JB Hi-Fi in the future and would caution others against relying on their price match promise.

We purchased a refurbished phone for our Year 12 daughter from JB Hi Fi, thinking this was a reputable, trustworthy tech company. No! It has been 4 weeks, no phone, always the promise of it will come in 3- 4 days. Now we are asking for a refund, and they can't process the refund until they receive the phone, which they don't know where it is in the delivery stage. Poor, poor customer service. Do not buy from here. Save you stress and worry. Now we have to buy another phone, and wait for JB to refund us when they eventually get our phone, if it comes at all. Extremely disappointed.

I am extremely disappointed with the service.

It has been over a month since I first contacted them regarding a faulty dishwasher under warranty, and despite multiple follow-ups, I still have not received my refund.

I was told the refund had been processed, but my credit card provider confirmed that no payment has been received. I have spent hours trying to resolve this, being sent back and forth between the retailer and the finance company, with no solution.

This situation is unacceptable. Poor communication, lack of accountability, and a complete failure to resolve a simple issue. I would not recommend dealing with this company.

Firstly I was welcomed at the entrance to the Waurn Ponds store. I told her my needs and immediately was introduced to a member of staff (Xander) who was able to answer my enquiries and helped me to understand what was wrong. As an elderly customer who has little Tech knowledge, Xander was clear, polite and a joy to deal with.

I bought a Hisense tv from JB HiFi and it started giving problems 2 months after the manufacturer's warranty expired. I contacted JB HiFi and they hust put me onto Hisense. Hisense offered some troubleshooting advice, none of which helped. On reading reviews on Hisense it is apparent that their smart tvs have had problems with their chips and main boards for years. JB HiFi should be more selective on the products they sell and should be more involved in resolving these types of issues as they have way more clout than an individual consumer.

Very disappointing experience from start to finish.
I had a fridge delivery and collection that took over 6 weeks to resolve and involved multiple failed collection attempts, including instances where no team attended and no notice was provided despite staying home for deliveries. Communication was inconsistent with the case being handled by multiple people and no clear ownership or follow-through.
Despite raising a formal complaint, the key issues were not meaningfully addressed, and the proposed solution was to charge more than half the cost of the fridge, which was disproportionate given the circumstances.
My complaint was escalated to the Customer Service Manager however she failed to address the concerns in any meaningful way. Despite explaining the issue, repeatedly outlining the service failures, lack of coordination, and impact of this ongoing situation, the responses received were largely repetitive and did not engage with the substance of the complaint. Key points were overlooked, and no alternative resolution was considered beyond reiterating the same position. This reflects a very poor complaints handling process for a company of this size.
I ultimately had to arrange and pay for my own third-party assistance to move the fridge to ground level in order to facilitate collection.
The entire process was time-consuming, stressful, and avoidable. Based on this experience, I would not return to JB Hi-fi for any significant purchase.

Great footage quality but the battery drains incredibly fast on the gopro hero 12. Had to contact support a mount issue and the were so slow to respond

MEL from munno para store Adelaide helped me above and beyond the best customer service I have ever got she deserves a pay rise

Not usually one to write reviews, but was extremely dissatisfied with the service for preorders. Was told my product would arrive within the month upon purchase, didn’t receive it. Called to see where it was and was told that they don’t know when it’s coming in and date was indefinite. Asked for alternative option to swap it for at same price then when I get into store to complete the swap the product was no longer on sale and they wanted to charge me more even though I had already waited over a month for my product and was told the swap could be completed.

STAY AWAY - buying from one of the online sellers was a nightmare. They (JB) asked for all the info which was sent and then it took 4 weeks to respond and said case is closed. Then it went back and forwards - NO HELP AT ALL - a terrible waste of my time they couldn't even find the claim it appears. Just simply one of the worst experiences of buying online - do yourself a favour and look elsewhere.
DISGRACEFUL!

So disappointed in JB. Customer service is so hit and miss. I will never shop at JB ever again. The wait time was shocking, to the completely getting ignored to the absolute aggression I was met with when I asked if I could actually get some help with stock that was locked away. I wanted a laptop, and after all that in one store visit, I decided I was better off spending more at a competitor store for a much better experience. I've never step foot back in any JB store ever. The last date I ever walked in was roughly over 5 years ago but date selection doesn't allow past one year.

This is 2026. These days you don’t really think about the older days when websites were slow to load, especially sites trying to pretty up their site with too much stuff that didn’t need to be there. Since cable internet came along, it solved most of that slow loading and lag from certain sites.

What I cannot get my head around is why JBHIFI, still in 2026, has one of Australia’s laggiest, slow-loading, almost unusable websites most of the time.

Aren’t JBHIFI supposed to be a leader in selling high-tech computers? Phones even?

So why has their website NEVER been easy to navigate? Why is searching for things so slow? Why have they not joined the app side of things that every other top supplier has that works perfectly fine, but yet the company who claims they’ve always “done it again” has never, in their online history, had a decent website or app that doesn’t constantly break, lag, or just take forever to show searches.

This is nothing new. I said the exact same thing when JB first went online, and it has never improved. What does JB himself think that says about the company? Always these deals advertised, but usually found cheaper elsewhere on anything but DVD prices, and they don’t care that anyone using their website to search for things isn’t having a smooth experience. Are JB too tight with money to invest in having a standard functioning website?

It puts me off visiting JB’s physical stores, because how are you supposed to trust products for sale when even JB won’t invest in getting a functioning website working that doesn’t have over 20 years of buggy experiences, lag destroying my patience, and absolutely no direct feedback options about JBHIFI overall, only options to report any wrongdoing or inappropriate actions done in specific stores.

This is 2026, JB. Get with the times that you should’ve been on over a century ago. Your website is a joke. It doesn’t matter what anyone connects to it with, hardware or software, the site has always been a joke.

yes i have checked every deal they have is cheaper anywhere else just stay away they are jupst rip off merchants now with so called salesmen that dont care unless your dropping over a thousand dollars they will almost ignore you otherwise

I had an issue with an order - I tried to purchase a laptop on sale for click and collect. I received an email saying that verification had failed and the order had been cancelled. There was an email address to reply to but no phone number for immediate resolution.

I tried to call the general number for JB Hi-Fi but wait times were long so I tried the online chat instead with the following highlights:
- chat disconnected repeatedly and did not keep a log of previous chats, so I kept having to start from scratch
- eventually I was given an option to "connect with a JB Hi-Fi Team Member" so I waited for 30 minutes and was eventually connected with Sam "A Real Person". Sam is not a real person, the original chatbot confirmed that Sam is a virtual assistant.
- Sam "A Real Person" did not resolve the issue

Im amazed how terrible their customer support handles complaints , especially about their store, displays and customer service. I complained about the Belmont Store in West Australia (#4901266) and got very little from it. There headphones on display didn't work, had no prices, were unhygienic and dirty , and the customer service was terrible. I did get what I believe was an AI generated apology and when I complained further, recieved nothing else. Im still waiting for them to respond and am quite annoyed that they can treat their customers like this. I have spent a lot of money in JB hifi in the past but realise that when there is a problem, they dont want to know. Id advise to shop at another store and not risk the substandard customer service

Fantastic service, ordered starlink mini online, ordered on a tuesday and recieved it the following monday.
Awesome

I tried to get a price match on a PC to OfficeWorks pricing. JB HiFi sent me a link for what they said was a price match. I clicked the link and ordered, only to realise they had offered an inferior product when I received the order confirmation. After more than 60 mins in their chat support, I managed to cancel the order and stop the delivery. They had taken my money already. Then they tell me I have to wait 5-7 days to receive my refund!!!!! Firstly, they misrepresent the price match then they keep my money for a week. Sad, I had experienced great service in store previously. ACCC and ScamWatch have been informed.