JB Hi-Fi Castle Towers — Local services in Sydney

I have to thank Thomas (not tommy) who was working at the register today.

He was amazing, the level of customer service he provided will take him to great heights in the industry!

He was able to find the items I was looking for assisted with ordering items that he didn’t have in the store from other stores and gave me the best ticketed price for a collectors item!

Thomas, you are an asset to yourself, the store and the industry!

May you also stay one of the best in customer service that I have ever experienced and I’ve worked in customer service for over 25 years.

Thank you Thomas

On my return, I had already ordered in a very limited edition item, I assisted by Trent.

Oh my God, Trent just like Thomas is absolutely amazing! Customer Service level Beyond my wildest dreams! He definitely took it the extra mile!

25 years in customer service and these two guys take the cake on giving the customer the best experience ever! I thought that the service generation was done, these guys renewed my faith in their generation, s they both understand the true meaning of servicing the customer to the highest level!

Castle hill is the only JB hi Fi store I will be making purchases from, from now on!

Shout out to Thomas and Trent, you guys are absolutely effing amazing!

On my next visit Mitch and Trent assisted me. Will wonders never cease … I have no more words to describe this team from JBHiFi Castle Hill! They are passionate about what they do and it shows in the service that they provide to their customers! I am certain that the entire crew in this store is amazing as I have only been able to receive magnificent service from a few individuals but I believe it resonates throughout the entire store and that every staff member is just as fantastic as the next! I will never shop at another JBHiFi store as I’ve found the one store that meets my every need whether it is products or service from staff!

Another fantastic experience today with a Thomas again and Niamh! Thomas is completely amazing as usual but Niamh was so patient with me while I sorted out my banking to pay for my purchase, Niamh and a Thomas both provided an experience that was something to behold, based on an order that Trent had previously processed for me. The teamwork and customer focus was again exceeding my expectation! This team seems to go from strength to strength! When I thought they couldn’t better my experience, they surprise me every time! Niamh welcome to my ongoing review of your colleagues, you have now been added to the list of people that I’ve received outstanding service from at JBHiFi Castle Hill. Kal, be proud of your team, I have to say you must have had a hand in your team’s success, but most of all, Trent and Thomas are both amazing as I keep receiving service from these two that continue to exceed my expectations every single time! Well done JBHiFi Castle Hill, best JB in the NorthWest! 💯

Today, ,Dec 2024, I went back in, and called prior to seeking assistance from Trent on something that I bought from him earlier in the year. The after sales service is completely amazing! The patience and understanding shown by this amazing young man is astounding! Seriously Trent, you are one in a million! Thank you for time, understanding,, patience and assistance! You are one of the best that I have ever met in my time in customer service and I have never experienced customer service better anywhere else! JB Hifi Castle Towers 100% has one of the best staff members in customer service ever! Can’t wait to post my next experience...

Dear Store Manager,

Yesterday, I went to pick up a JB Business online order for a laptop at your Castle Towers store. Unfortunately, the experience highlighted serious gaps in both staff training and customer service.

After waiting in the queue, the staff member at the counter told me, “I don’t do online orders”, and pointed me to one of his colleagues. While waiting as instructed, one of the ladies dismissively told me she was busy and even had the audacity to ask me to go back and re-join the queue. I explained I had already queued, and her colleague had directed me to wait.

When the second lady became available, she completely ignored me, called out “Next,” and attempted to serve another customer. It was only thanks to another customer in line who pointed out I had been waiting that I was acknowledged — only to discover she also couldn’t process online orders. Eventually, the first lady intervened and completed my order.

This entire process was disrespectful, frustrating, and a complete waste of time. More importantly, it raised some serious questions for your management:

Why are untrained staff placed at the counter? If they are unable to handle online or business orders, they should not be serving customers in this capacity. This is not the first time I’ve experienced this issue when collecting a business order — it seems to be a recurring problem at your store.

Why is processing a JB Business order treated differently? What makes it so complicated that only a select few staff can handle it? This inefficiency reflects poorly on JB Hi-Fi’s commitment to its business customers.

Why is staff training inadequate? It is unacceptable for a counter staff member to say, “Sorry, I don’t know how to process online orders.” When customers’ time is repeatedly wasted and they are treated dismissively, it shows a lack of respect and professionalism.

Your store publicly promotes a “zero tolerance on aggressive behaviour” policy. But let me ask — if management does not respect customers’ time, trains staff inadequately, and allows them to be dismissive, why would frustration not build in the first place?

I urge you to address these issues immediately. Please ensure all staff are trained to process business and online orders, and reinforce the importance of respectful customer service. Business customers are valuable, and experiences like this only drive them away.

I look forward to your response and to seeing meaningful...

I have never been so humiliated and disrespected by a sales staff member anywhere. I have been a JB customer specifically Castle Hill for years, I have had many positive interactions with the team over the years, however today's action outshined and wiped away all the good that there was.

I was in the apple store few minutes before went to buy whole bunch of hardware from Apple worth around 18k (2 iPhone pros, 2 MacBook Pro max speced to the max each worth 6k, and a bunch of accessories as well as extended warranty). However, they did not have stocked so I went to JB to buy the hardware I needed.

I received a phone call from apple business team while I was in JB Castle Hill store (I am sure I can get a copy of the call recording from Apple, as I had business partner and Apple Business Support team on the line), I was rudely interrupted 3 times by a staff member and a store manager and accused of breaching privacy, if I am buying anything form them, I if am interested in this mac or not, and that my actioned looked suspicious etc... (appalling behaviour and approach to customer services), To the point where the Apple Business team member on the call was disgusted and asked what Store I am in, and that he will write a complaint about the staff's conduct...

There is no point into going into details here, but your team that I dealt with was absolutely disgraceful. It was embarrassing and I would not want to have that manager or staff member to be working for me if I was a JB manager.

The worst part was, after my call ended, I approached the staff member and wanted to clarify the situation, I apologised for loosing my cool, and tried to explain the situation and provide him some feedback for which he still was adamant that he had don't nothing wrong, or escalating a simple misunderstanding to a situation that could have been easily resolved with some common sense. He also had to audacity to say: "you'r being arrogant and needed to apologies"...

I would like to speak with someone from JB Head office and provide the full details, I would also like follow up on actions...