JB Hi-Fi Maribyrnong HOME — Attraction in Melbourne

First of all, I want to say that I am a regular customer and so are my business partners. We have spent a lot of money at your Maribyrnong store. So I'll be as precise and as straightforward as I can.

Situation: Me and my business partner came into the store last night (Wednesday 5th June 2019) to look at potentially purchasing a few items for my new business. We wanted two 21.5inch iMacs, two 6th Gen 32gb iPads with wifi+cellular.

The salesman last night was Reece. I told him exactly what I wanted and asked for the best price he could do. He went to get the manager's approval a few times to get us a price we could all agree on even though it was over our budget for Apple products already. We then went to add a couple of more items onto this bill, a coffee machine and a kettle.

Then again, we asked what the best price was for what we're looking to buy. He said $4,280.00. So we agreed to purchase solely because of the price we were given. He went out the back and checked if you had stock. Then took us to front desk to pay. We paid and left.

This morning, we load all of the products we bought into our offices, and realised that one of the ipads was the wrong item. We thought okay, we were given the wrong product, no issues, let's go back and get it swapped for the right one. I went back to the store this morning with my receipt and the wrong ipad. Spoke to a different salesman, Ush, who was fine and I have no issues with. I told him I want the right iPad. As it turns out, Reece could only give us that price because he had put 1 wrong iPad through the system. Understandably that is a mistake. We were under the impression last night, throughout the entire sales process, that we were paying for two wifi+cellular ipads.

I expressed my concerns with Ush, he passed me onto the manager, Brenton. If I could just say in so many words, he was the most unprofessional sales rep/customer service personnel and manager I've ever met at a JB Hifi store. For one, he didn't apologise for his staff member's mistake, his first response was "So what???". After I told him I would be making a complaint, he said "I don't care, take it to VCAT, consumer affairs". Now, as a paying and loyal customer, I didn't really want it to get that far but I told him, sure, I'll be doing that, I argue for clients for a living anyway. His response was: "I argue for a living aswell, I don't care". After getting no where with him. I ended up swapping it and paying extra for the ipad I needed.

Now as a business owner, when a mistake happens, own up to it. It's not only the money that's the issue, its the principal. Your customer bought something from you because of the price you gave him. If you put the wrong product through and gave the wrong price, that's on you, not the customer. Brenton went out of his to make me feel like I wasn't welcome to the store and that paying customers don't matter. Not only did I have to take time out of my day and waste petrol to come back, I had to speak with someone who "didn't care".

Don't shop here people, service is...

I am very disappointed with my experience with the team at Maribyrnong.

I made an online price match order, for which I was given a direct link to a checkout page. (The person who did this was very lovely). However, on payment I tried to use gift cards to pay (which I purchased specifically to pay for this). I was met with an error message that the details for the gift card were invalid, despite an available balance being shown on the JB website and also confirmation with the gift card phone team.

I was passed around to 3 different staff members, only to be told that they have replicated my issue and could do nothing about it. The solutions offered to me were to either purchase the TV at full price so I could use my gift cards without using the price match (in which case I would have obviously just purchased through the other retailer) or to submit an online ticket and wait to be contacted. I suppose these solutions are okay for small amounts of money, but for $2000?

I proceeded to ask if there was a number I could contact for support, and was told there's nobody I could contact on a Sunday, just to submit a website ticket and wait. The lady seemed like she just wanted the problem to disappear, so she didn't have to manage it. I understand it is may be more difficult to rectify these problems during covid-19 lockdown conditions, but she was just not very helpful or empathetic.

I looked further into who I could contact, and I found a support number I could call. My call was answered within 5 minutes (so much for no number I could contact...). The support team was EXTREMELY HELPFUL!! Special shout-out to Peter for rectifying my problem in another 5 minutes.

Thank you to the support team for the genuine effort at solving the problem. I'd, however, reconsider coming to the Maribyrnong store...

Prior to coming here, I had been to the Altons store where I was seeking some assistance to set up my phone. Unfortunately I am not a young person who is well versed with technology and capable of doing what would be an easy task for the more familiar people. I was turned away and ignored, even though I purchased my phone from JB Hi Fi, I was told to go to a phone shop who might help me, I explained that I am not technology savvy, I purchased the phone from JB not a phone shop and that I would expect that they would assist me. The sales person said we do not do that ( WHAT NOT PROVIDE CUSTOMER SERVICE) I asked for a refund then and was told because I opened the box (had cut the tape at each end) I was told they would not refund. I was turned away and the sales person walked off. Do they not understand consumer laws ie fit for purpose, if I can't use it then I should be given a refund. What ever happened to customer service, we will take your money and that's it!!!! I later called the Maribynong store an I was told they could assist, when I got there a similar response there, one sales person did offer to help, however they were not that knowledgeable (trained staff would be good) at least she tried, with out much success. I am very disappointed with the outcome, maybe as an older person service was a bit to much to expect, I do know that others do still offer service and I should have and recommend that others should only shop where they can get service not just...