JB Hi-Fi Highpoint — Attraction in Melbourne

Horrifying service. Never been this badly dissatisfied with a retailer in my life. Never written a bad review either. Usually I give the benifit of the doubt and only like to give possitive reviews to good retailers but JB has eeally pushed that limit. Staff members literally never available to assist customers. It seems their highest priorities are set elsewhere because they often shrug me off when seeking assistance. When I approach a salesperson, they iften respond with “Ill be with you shortly” or “ ill send someone to help you shortly” but I end up waititing fifteen to thirty minutes and no one ends up comming. I try ti resolve this mysef by continually approching salespeople but they claim to be busy and will attend shortly, yet as usual, im left waiting for someone to show up. Claiming warranty or returns on products take forever and when I ask for one, they ask me to wait at the side, and leave me for twenty or thirty minutes and eventually when they do attend to serve me, they would brush me off by saying their not able to do warranty with no salespeople ready. This is disgusting and has left me ready to finally stop shopping with JB and to find another retailer who values customers. Dont ever recomend going here or any ither branch, but Melbourne central is the only branch with tolerable service. Highpoint retailers only hire useless teenagers at low rates who dont care about customers and dont bother to assist. Dont shop anywhere...

I normally wouldn’t write a review about jb hifi (or at least wouldn’t think of writing a good one tbh haha), I have been to a fair bit of them around Melbourne, and normally the service is pretty on the low end, with some team members/managers being rude and arrogant (just being honest here 😅, specially the one at Melb central)

However, I visited this store on the 10 Dec 24 around 5pm-ish looking for dash cams. I was looking around when Ricky approached me, and started helping me to look for the best, yet still affordable option. Nothing to say but, that was great customer service, Ricky was helpful, friendly, and his product knowledge was on point! He even tried to help me understand how I could install the device, cause I’m not really good with cars. Was fantastic!

Then later on, at the counter, the girl who served me (helped me to process the payment), another fantastic staff member! I wish I knew her name so I could mention it here as well. She was very helpful and I asked her a couple of questions about the product and about returns, to which she explained to me and mentioned that she’s trying to make sure I had no inconveniences in the future.

Ricky and the staff member at the counter offered an incredible customer service experience, and made me feel welcomed!

Thank you guys! Hope you guys get a great bonus or a big raise, cause you guys...

My 84 yo mum who has dementia was in this store on 28th August, on her own as she likes to roam free looking for DVD's. I left her there, telling her I'd come and get her when she rings me to say she's ready (I was in a coffee shop a few doors away). I didn't get a call, and after an hour and a half (that's not long for her - trust me), I thought I better pop in and check on her. This is a routine. Anyone in my situation understands. As I walked in, mum was talking to an extremely patient young guy, asking if the Led Zeppelin DVD she was holding would play in a 'normal' DVD player. Don't ask me why she's buying a Led Zeppelin DVD........there's no explanation. She bought an Ozzie Osbourne T-Shirt as well! I arrived in time to clarify what she was asking about the DVD, and I just remember the guy serving had a knowing look in his eye. He was incredibly good with mum, and I'm extremely grateful for that. Dealing with a mum who has dementia is challenging for me, and it's a relatively new diagnosis so I'm finding my way through the learning curve as well. To see someone in a store just get it, and find the way around it, was extremely heartwarming. My mum in her current situation is not easy. The guy is a gem. Someone find him and let him know he was well...