JB Hi-Fi Broadway — Attraction in Sydney

I had an extremely unpleasant experience with JB Hi-Fi Broadway Sydney, specifically with the store manager, a tall Caucasian man with his hair tied up, whose name I believe is Brandon. I purchased a vacuum cleaner online with home delivery, but when the product arrived, it was faulty. After contacting the store, we were asked to return it in person to the Broadway outlet for a replacement or refund.

At the time, we were overwhelmed with moving and personal issues, which was exactly why we had chosen online purchase with delivery. Additionally, we were unwell: I was experiencing back pain, and my flatmate has respiratory problems aggravated by dust. The vacuum was urgently needed, yet we were still forced to go to the store ourselves to arrange a replacement.

Once there, a helpful staff member brought out a replacement unit and advised me to speak with the store manager about potential remedies. When Brandon came, he explained that JB Hi-Fi would only cover the original delivery fee, and any return of a faulty product to the store was the customer’s responsibility.

I asked if I could test the replacement unit in the store before taking it home, to avoid the risk of bringing back another faulty product and having to repeat the process, but he said there was no policy allowing customers to test products post-purchase in-store, especially for items like vacuum cleaners.

When I inquired about what would happen if the replacement was also faulty once I brought it home, he repeatedly said he could not say for certain until that occurred. Pressing further on JB Hi-Fi’s protocols for handling faulty products, he stated that it was handled on a case-by-case basis at his discretion and he could not provide any guarantees upfront.

Eventually, he mentioned he could send someone to pick up the product from my home and deliver a new one if another fault arose. I asked why this option wasn’t offered when I first called to report the issue, and he again said it was his decision to make.

Since I was feeling unwell, I asked whether any transportation costs I incurred bringing the faulty vacuum to the store would be reimbursed. He refused, despite the short distance between Broadway and Ultimo. He said he would only cover the original delivery fee I had paid, but no additional transport expenses would be covered if I chose to bring it home myself or made multiple trips.

Overall, the handling of my case lacked clear guidelines and empathy, leaving me frustrated and unsupported during an already...

I had found a price match at another JB Hi-Fi store, but unfortunately, they were out of stock. They kindly recommended several other stores that had the item in stock, and I chose the nearest one to make my purchase. The staff member there was very helpful and located the product for me in under a minute. However, when I presented the price-matched link, he immediately went to get the manager.

The manager of this store provided exceptionally poor service and was outright disrespectful. He was unwilling to honour the price-matched amount, even though I had already obtained a valid price match link. He insisted on charging an extra $10 and using his own link instead. He showed no intention of assisting me, was very impatient, and even proceeded to call and complain about the staff member from the store that had provided the original price match.

I ended up wasting half an hour there and felt genuinely insulted. I was simply trying to purchase an item through a legitimate process—I didn’t deserve to be treated that way. I didn’t even urgently need the product—there was no reason for him to take his frustration out on me. This will remain an especially unpleasant memory for me.

If you're planning to buy branded goods with a price match, I strongly recommend going to the brand’s official store instead. Do not visit this particular store—though I do believe other JB Hi-Fi outlets may still be worth visiting. This one, however, does not represent the JB Hi-Fi standard.

Everyone’s time is valuable—please learn to respect your customers. I also feel sorry for your employees—even when they are efficient and helpful, they have to endure disrespect from...

Terrible customer service experience – JB Hi-Fi Broadway

I had one of the worst customer service experiences at JB Hi-Fi Broadway.

I ordered and paid for an iPhone at JB Hi-Fi Eastgardens, and at the time, I confirmed with both the store staff and the online chat support that I could pick up the phone at the Broadway store and have the invoice issued under my wife’s name. They assured me that if there was any issue with the name, it could be corrected later.

However, when I went to the Broadway store to pick up the phone and asked to update the invoice name, the staff told me only a manager could do it. When the manager came, he simply said it wasn’t possible — with no explanation at all — despite me clearly explaining that both Eastgardens staff and JB Hi-Fi online support had confirmed it was possible.

I even suggested returning and repurchasing the phone under the correct name, but the manager insisted that doing so would send the phone back into the system and I’d lose my place in the queue — again offering no willingness to help or find a solution.

When I told him I would contact online support again to confirm, he simply placed the phone in front of me and walked away, leaving me standing there completely confused and embarrassed. No closure, no help, just walked off mid-service.

I’ve never experienced such unprofessional behavior, especially from a store manager. This was by far the most awkward and frustrating customer service...