JB Hi-Fi South Wharf DFO HOME — Attraction in Melbourne

WARNING DO NOT PURCHASE ANY WHITE GOODS FROM JB Hi-Fi.

CEO should see this review if they care for their customers.

Purchased a brand new LG - WV5-1275W washing machine on 15th may 2024 and paid $570 in full and extra $50 for delivery and installation - JB Hi-Fi South Wharf. Sales rep “Hugh” was very knowledgeable and helpful and assisted us with the purchase. We had to wait for the stock to arrive and scheduled delivery for 22nd may. The delivery was smooth, could track the driver and 2 delivery guys came to deliver and install it efficiently and I was advised to start using it the same day. I ran the first cycle same day and listen to the attached video of the military firing noise it made resulting in my neighbours knocking on my door to check if everything is ok with us.

On 23rd May called the store to report the issue and spoke to “James” who understood the concern and offered a replacement. Organised pick up and re-delivery for 26th may. Ok happy go lucky no stress all good. BUT……

2 hours later the whole resolution went down the drain and the drama of JB HI FI started. Got a call from STORE MANAGER “HAMISH” who said I apologize but the solution James provided was incorrect. 2 weeks ago our policy changed and we cannot replace the item unless LG sends a technician to your property to assess the fault as we cannot take the product back and resell it unless we know the fault. He also said James is a part timer and was not made aware of this policy change and Hamish took the blame on him (while daubing James) and said he will make sure LG contacts me in 2 working days and he will make sure its sorted ASAP. Got a case ID.

Next day 24th May got a call again from JB Hi-Fi “SLAED” must say he was pretty rude and yet again had no idea what was going on and claimed he doesn’t know who and how Hamish is related to this and what resolution he gave but Slaed only called to say the case James created is incorrect and he has closed that case and created a new case. Case ID he cancelled was the one Hamish gave. So that marks 2 case ID cancelled and third created.

This clearly shows how coordinated their store is and how aligned they are for their customers needs and how classic their after sales is. They know nothing and they care nothing for the customer once the sale is done and money is paid.

I got a call from LG on 26th may and had to repeat the whole story again and they said a technician will contact for appointment.

Today, on 28th May got a call from the team that organises technician that the earliest they can come to assess is Monday 3rd June and cannot confirm time and the technician will give a call 30mins prior to attending.

Ok great, seems like they think we don’t have any work to go to, we can take a Monday off for a technician to arrive at their own sweet time.

Got a call again from LG and they said looking at the situation JB HI FI should have replaced the unit straight away without questions asked.

So now I have to take a day off AGAIN and wait for LG technician to come and assess the unit and if it cannot be fixed then wait for JB Hi-Fi to exchange the unit. Here we go……in a never ending chain purely because they have got their full money.

It is not a luxury item it’s a necessity. I have loads of unwashed laundry and a brand new machine sitting there doing nothing. What a total failure LG and JB Hi-Fi is. Extremely good with selling but 0 after care. 0 customer satisfaction. 0 customer service.

I repeat DO NOT BUY PRODUCTS FROM JB HI-FI.

UPDATE:

3rd June Monday - technician came around 9am and left in about 20mins confirming Machine was damaged in delivery and the whole back is bent in resulting in the drum hitting it and making loud noise and JB HI FI needs to replace it to a new one. Till today i.e. 6th june, no one from JB Hi Fi has contacted me despite raising a store complaint.

This is what you get after paying them money 17th June damaged machine got replaced. 1 month of inconvenience for the CUSTOMER and NOTHING for the...

Went to JB yesterday arvo and got amazing service from the attentive Sheldon who knew his stuff.

My Bose ear plugs after doing all the trouble shooting weren’t working.

I need them as I have hyperacusis and chronic and acute sensitivity to noise.

I was going to deal with Bose customer service on Monday and advocate for myself that their 12 month warranty and my ear plugs 13 months old still require a replacement under Aus Consumer Law as a $400 pair of ear plugs should last longer than 13 months. It’s fair and reasonable.

But in meantime Sheldon was helping me purchase a reasonable brand and pair of ear plugs to tide me over til I got the replacement which would take four weeks at least.

He showed me all the options and also asked if he could have a go, as he did not want me to unnecessarily spend money I didn’t need to.

He found the bits around the outside of the ear plugs were not put correctly back on when i had put them back on when they fell off.

In doing this, my ear plugs suddenly connected to blue tooth and I had no need to purchase another pair.

Outstanding service from a young man to a senior.

Sure JB missed out on a sale yesterday but always will get my future patronage - they once again built my loyalty to them - - always get excellent service at the South Wharf shop - and always come to them for any electrical purchase.

Congrats to those who recruit well - I hope you compensate such staff well!

And thank you Sheldon. You made a loyal customer very happy and calm last night. Helped….as there was a major accident some 30m from my bedroom window on Montague street and I had to call 000 and contend with seven or so police, fire and ambo sirens!!!

Phew. Thank god for kind people like Sheldon.

Ps I should add I got similar outstanding service from a fella before Xmas 2024 who I think plays or used to play in a band and after his patient service and responding to all my questions - too many I’m sure and likely rather annoying (I know little about audio), I purchased a $400 Sonos. Thank you to him too. The speaker is beaut and follows...

Very disappointed with the customer service we received. We arrived before closing and the sales manager who served us at the cashier (Tuesday 21/12/21) was very rude and everything was a difficult task. He was very unprofessional towards us and very rude to his own sales member. We bought a laptop and he said that “you are wasting my time and personal space and now I am not leaving here at 9pm”. He continued to say this several times whilst we were standing in front of him waiting to finalise the purchase. He was disgruntled because we originally bought a laptop for $1,999 from another store and we were at South Wharfe doing a customer pick up. On arrival, we saw the same laptop for $1,888 on display. We spoke to a super helpful, professional and respectful salesperson who explained it was that price because it was display model. When we asked what the best price for would be a brand-new one, he gave us a price of $1,900. $100 cheaper than the original price. We then advised that we were in store doing a customer collection as we had purchased the same laptop from another store. We asked if it be possible to be refunded the difference. We were very happy with our discount & sales experience until we approached the cashier…where we were greeted by the sales manager. Repeatedly he questioned as to why we are doing this, why we are wasting his sales reps time and why we were wasting his time and personal space. He continually repeated this just doesn’t make sense to me – why would I do this? We tried to explain that it is a $100 saving to us, and he just got further annoyed and vocal. We left annoyed at the customer experience from this guy. If he is the manager, we strongly encourage some customer service training & how to be a team...