Issues with JB-Hifi online store

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mroarsome

35 posts

Geek

Topic # 112577 13-Dec-2012 09:48
Has any one had issues with ordering stuff online from JB Hifi? I have done 3 on-line orders through them in the past year and have never received an order within 10 working days. It's a real shame as I do almost all my shopping online and more often than not JB Hifi has great prices. The latest order was for a Nexus 7 advertised on their website as 'In Stock and Ready to ship': I ordered this last Monday (3rd December) and am still waiting. I wouldn't mind if they had given me an indication of when the item was arriving - I just require it before Christmas as I require it while I am travelling. However, I have had zero contact from JB Hi-fi other than my order has been confirmed. When I login to JB Hifi's terrible website my order status is 'Ready to dispatch' and has been for a week. The money has gone out of my account (the day I ordered). I have called and I never get through, I have left numerous messages, I have emailed, no reply! I have filled in a complaint form on their website. All I want to do now is just cancel my order and buy in store from someone else - I just don't want to buy another one else where and end up with another from jb-hifi! Coming form an e-commerce background I don't understand how these big multinational brick and mortar companies can fail so badly at e-commerce! It's not like its a new thing, its been a pretty big thing for well over a decade now.

NonprayingMantis

3626 posts

Uber Geek

Reply # 731810 13-Dec-2012 09:49
thats a very good price

mroarsome

35 posts

Geek

Reply # 731819 13-Dec-2012 10:01
Yeah its an awesome price, they are sold out through their website now though.

AdrianK

1 post

Wannabe Geek

Reply # 731950 13-Dec-2012 11:50
Hi this is Adrian from JB Hifi! I'd love to help see where your order is, if you have your order number handy? Thanks

Gilco2

694 posts

Ultimate Geek

Subscriber

Reply # 731968 13-Dec-2012 12:09
Oh i hope you are wrong about long time. I just junked my Dishtv 1050 as refurbished and wont start. Local courier wants almost $60 to send it and also I wonder if the fault is why it was sent back. If I send it back and they replace it, some other sap may get it so have cut my losses and junking it and have bought a MagiTV MTV7000 from JB Hifi online. I dont want to have to wait 10 days or more. They dont say it will take that long so I thought it would take 2 or 3 days like the other places. HTPC AMD A4-5300 cpu, Gigabyte ga2fa75m-d3h motherboard, , 4GB DDR3 ram, onboard graphics. Hauppuage HVR 3300 tuner, Antec 2480B case, Windows 7 home premium 64 bit using media center

mroarsome

35 posts

Geek

Reply # 732042 13-Dec-2012 14:02
AdrianK: Hi this is Adrian from JB Hifi! I'd love to help see where your order is, if you have your order number handy? Thanks Thanks Adrian, I have been contacted by Lisa from JB Hifi in Australia and she is looking into my issue.

mroarsome

35 posts

Geek

Reply # 732050 13-Dec-2012 14:08
Gilco2: Oh i hope you are wrong about long time. I just junked my Dishtv 1050 as refurbished and wont start. Local courier wants almost $60 to send it and also I wonder if the fault is why it was sent back. If I send it back and they replace it, some other sap may get it so have cut my losses and junking it and have bought a MagiTV MTV7000 from JB Hifi online. I dont want to have to wait 10 days or more. They dont say it will take that long so I thought it would take 2 or 3 days like the other places. I doubt it, it is probably more to do with the items I order - always in hot demand. I have been struggling to get a 16GB Nexus 7 here in Wellington this week, they are sold out every where I have been! The other items I also ordered were also very well priced and was probably the reason behind the delay. I suspect the demand for your MagiTV isn't quite the same? I should clarify, it looks like the communications that were half the issue I was having was something to do with emails on my end! As soon as I used an alternative email I received a fast email reply and a phone call

bbunnys

91 posts

Master Geek

Reply # 732835 15-Dec-2012 06:52
Ive got exactly same problem with same product. First time ive used JB Hifi for purchasing. Ive ordered same Nexus 7, 6 days ago and money came out of my paypal instatly. But order still just shows in process, same as when I ordered. Ive email them asking about it but never got a reply. As much as I love there prices the service seems very poor compared to DSE and other online shops. I just hope it comes before Christmas. What number did you ring mroarsome to get it looked at. I cant see any phone numbers for there online store only email and they dont seem to reply to that.

Niel

2466 posts

Uber Geek

Trusted

Reply # 732844 15-Dec-2012 08:22
The complex/elaborate help page on their web site (help -> shipping -> first item but the section on consumer electronic products which has normal font for the heading instead of large) says for consumer electronics marked as in stock they aim to be shipped in 1-2 business days. Once shipped, add 1-4 business days for delivery (rural adds 1 more day). If not in stock then they will do a transfer (whatever that means) which takes 1-3 business days. Add these are "aimed" so can be longer, but they do say they will contact you ASAP if it will be longer or not available. This means they have up to 2 weeks from date of order to contact you if there is a delay. That's terrible and not in-line with what NZ service is like. It sounds like they send it from AU (what NZ retailer would use PayPal?) and at the moment there are delays because of the time of year. I order a lot of car parts for me and clothing for my wife from the UK as it is half the price including delivery (due to economies of scale for the unusual items we buy). Very seldom does it take longer than 1 week from the UK to Auckland. I'm shocked that an NZ retailer can claim they have stock and not deliver in 2 weeks, I would not accept anything more than 3 days. Come on JB, sort your processes out. And while you're at it, give us the same products and prices as you do in AU (writing this on a $700 15.6" Samsung i7 laptop I've bought September at JB in Brisbane, only now I see the same model here for over $1000). You can never have enough Volvos!

Gilco2

694 posts

Ultimate Geek

Subscriber

Reply # 732845 15-Dec-2012 08:26
My item shows complete so hopefully wont be long. I cant track it though as the number comes up as unknown on both Poste Haste and Fliways. I dont know which one it was shipped with as they dont say. They just say in the email to be shipped with either one. HTPC AMD A4-5300 cpu, Gigabyte ga2fa75m-d3h motherboard, , 4GB DDR3 ram, onboard graphics. Hauppuage HVR 3300 tuner, Antec 2480B case, Windows 7 home premium 64 bit using media center

mroarsome

35 posts

Geek

Reply # 732948 15-Dec-2012 18:25
Gilco2: My item shows complete so hopefully wont be long. I cant track it though as the number comes up as unknown on both Poste Haste and Fliways. I dont know which one it was shipped with as they dont say. They just say in the email to be shipped with either one. If you email onlinestore@jbhifi.co.nz and request a quote your order number they will be able to provide a track and trace number. From my experience, JB HiFi will try to ship the product from a local NZ store directly if they have stock, when they don't have any stock nationwide, it is then shipped from Australia. Most of my items as I mentioned are high in demand and generally sold out every where, hence they need to come from Australia. I have had friends order games etc and had them within 2-3 days.

Niel

2466 posts

Uber Geek

Trusted

Reply # 732970 15-Dec-2012 20:08
If the tracking number comes up unknown on the courier web site then they have probably not yet picked it up, just that JB has packed it and attached a pre-printed label. Wait for 1 business day to get it into the system. Or if it comes from overseas then there is a delay between when they process it and when it registers on the local database. I've seen up to a week between when it was processed overseas and when the local web site shows it. The JB help page says DVDs and games come from the Auckland warehouse if listed as in stock, which would take 2-3 days to deliver. You can never have enough Volvos!

Gilco2

694 posts

Ultimate Geek

Subscriber

Reply # 733592 17-Dec-2012 14:06
Gilco2: My item shows complete so hopefully wont be long. I cant track it though as the number comes up as unknown on both Poste Haste and Fliways. I dont know which one it was shipped with as they dont say. They just say in the email to be shipped with either one. well my magictv just arrived. The tracking number they gave never worked on fliway or posthaste site but it arrived by posthaste. So the service was good apart from tracking number not working so had no idea when to expect it HTPC AMD A4-5300 cpu, Gigabyte ga2fa75m-d3h motherboard, , 4GB DDR3 ram, onboard graphics. Hauppuage HVR 3300 tuner, Antec 2480B case, Windows 7 home premium 64 bit using media center