Rick Bazerghi

Review of JB Hi-Fi

First time I purchased an item in JB s website.

First time I purchased an item in JB s website.
Initially I thought it was easy and quick. I purchased a dishwasher for around $500.
I got an email confirmation within a few minutes and I expected it may take a few days for delivery.

A few days later I received an email from their customer service team saying that the dishwasher is out of stock and the ETA at their warehouse was 14th July, so I booked my plumber in for the 20th, giving them a few more days if there s a delay. Still they had 2 weeks to get the item in and arrange delivery.

I emailed them on the 18th just to confirm that everything was on track as I hadn t heard from them (no news is good news right?), and they responded on the 19th saying that they are still out of stock and don t have an ETA.
Seriously? They re joking right?

I ve worked in customer service, so I understand SLA s and why good communication is needed as customers they use the information provided to make plans around that information... which is exactly what I did.

I emailed back to say that their response wasn t acceptable given the circumstances and they responded to me again simply saying that they won t be delivering the item.

I get that they are out of stock, yet they made absolutely no attempt in fixing the issue or making it right.
They don t have stock, so that s it, right? Just cancel the order and thanks for wasting two weeks of my time?
Pathetic custlmer service team, led by management who doesn t care about their customers.

This is how you lose a customer for life.