I ordered an iPad from JB Hi-Fi in early December after it was listed as available online. After placing the order, I was later advised the item was actually on back-order with no confirmed ETA.
Over the following weeks, I received no proactive updates and had to repeatedly chase the matter myself. When I finally called customer support, I waited over 2.5 hours on hold before speaking to someone. By that point, the only option offered was cancellation, as there was still no clarity on when (or if) the item would be supplied.
What made this particularly disappointing is that I converted Qantas Points into JB Hi-Fi gift cards specifically for this purchase, based on the item being shown as available. Those points cannot be reversed, and when the order could not be fulfilled, the refund was required to be split back into the original payment methods, leaving me with a gift card I no longer wanted to use.
JB Hi-Fi did offer a small goodwill gesture and refunded the shipping costs, which I acknowledge. However, this did not meaningfully address the overall experience — missed opportunities to buy elsewhere, extended uncertainty, and excessive effort required just to get answers.
I’m sharing this so other customers are aware that items shown as available may not be in stock, and that resolving issues can require significant time and persistence. Unfortunately, this experience has left me with reduced confidence in purchasing high-value items online from JB Hi-Fi.
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