Issue with JB Hi-Fi Online Order

Forums › Home Theatre (including HTPC and EPG Collector) › Issue with JB Hi-Fi Online Order

sparkingteleco

11 posts

Geek

#145390 16-May-2014 18:17

I'm so angry! this is my first geek post!

I ordered a Samsung smart TV from JB website almost one month ago. a couple of days later i received email from their oz customer rep said that the supplier advised them the TV no longer available, but they happy to offer me another brand tv. I'm not a smart dude but hey don't offer me a lower level tv for the same money, are you thinking everyone fool to take your offer? I said no thanks to them. a couple of days later I received another email from another oz customer rep said they happy to offer me another brand tv, again they think their customer such fool will take the offer. I said no thanks. I've waited and waited and keep sending emails to them with no replied for the TV I want, so I giveup and email them I'd like to cancel the order.

Ten days later - today, my credit card has been charged by JB hifi. What? I then checked my email they email me in the morning said the item has been despatched. I replied their email said that did you not read your customers' emails? I sent several emails for the order without reply. I've already cancelled my order.

I'm now waiting someone from JB HI FI reply!!!

How long will take them to solve this issue? will see.

1 | 2

11 posts

Geek

#1046470 16-May-2014 18:27

I've just logged a complaint thro their website, not sure how long need to wait for a reply from them?

Norton

Get easy to use, easy to install Norton antivirus protection against advanced online threats (affiliate link).

freitasm

BDFL - Memuneh
76362 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#1046471 16-May-2014 18:28

You can always call your credit card company and ask for a chargeback saying this is not the item you want. If the TV was really shipped you then return it to JB HiFi.

Please support Geekzone by subscribing, or using one of our referral links: Dosh referral: 00001283 | Sharesies | Goodsync | Mighty Ape | Backblaze

freitasm on Keybase | My technology disclosure

sparkingteleco

11 posts

Geek

#1046478 16-May-2014 18:33

I said to them this is the worst online order experience I've ever had. I can't believe such large company's customer service still way behind than Trademe sole traders

sparkingteleco

11 posts

Geek

#1046485 16-May-2014 18:47

freitasm: You can always call your credit card company and ask for a chargeback saying this is not the item you want. If the TV was really shipped you then return it to JB HiFi.

Thanks. I haven't received the TV yet, I prefer they call the courier ship the tv back to their warehouse. Can JB credit the money back to my card instead I call my bank to chargeback?

old3eyes

8995 posts

Uber Geek

Subscriber

#1046491 16-May-2014 18:53

Are you far from a JBHiFi shop as I wouldn't buy something like this online site unseen?

Regards,

Old3eyes

nigelj

856 posts

Ultimate Geek

#1046623 16-May-2014 20:42

sparkingteleco: I'm so angry! this is my first geek post!

I ordered a Samsung smart TV from JB website almost one month ago. a couple of days later i received email from their oz customer rep said that the supplier advised them the TV no longer available, but they happy to offer me another brand tv. I'm not a smart dude but hey don't offer me a lower level tv for the same money, are you thinking everyone fool to take your offer? I said no thanks to them. a couple of days later I received another email from another oz customer rep said they happy to offer me another brand tv, again they think their customer such fool will take the offer. I said no thanks. I've waited and waited and keep sending emails to them with no replied for the TV I want, so I giveup and email them I'd like to cancel the order.

Ten days later - today, my credit card has been charged by JB hifi. What? I then checked my email they email me in the morning said the item has been despatched. I replied their email said that did you not read your customers' emails? I sent several emails for the order without reply. I've already cancelled my order.

I'm now waiting someone from JB HI FI reply!!!

How long will take them to solve this issue? will see.

Hmmm, first off, I'm surprised you got contacted by someone in Australia, JB HiFi's Online Store is run out of St Lukes (their regional office is also there), unfortunately they don't seem to list _any_ phone numbers for said office, you may want to try and reach out to the nearest store and politely say something like: "I know you can't deal with online store issues directly, but could you or your manager get me in touch with your head office as they are not responding to their e-mail", you might just get lucky. The vast majority of JB's staff are pretty awesome, do care and have brains between their ears, if you call when it isn't too busy (i.e. weekday, mid-morning) I'd say you'd have your best shot. Alternatively Twitter or Facebook, JB have a few staff still that pick up on tweets directed to the main JB NZ Twitter handle, and they still have their main Facebook account. Again, be very polite in public on the social media sites with them.

Secondly, out of curiously, what model TV was it? There has been some hype lately with some new model TVs it seems, I think I even saw one for a new range of dual-tuner (DVB-S|T) Samsung's replacing the old lines, so it could be possible that JB did legitimately have trouble sourcing what they agreed to sell - a problem I've had myself with their online store their 'In Stock' indications is often unreliable, and ordering in, isn't actually transfering stock from a store, but seems to be actually ordering new stock in completely (based on delays).

As for next steps, you gave them notice to cancel the order, you'd tried to work it out, as others say, you'll be able to chargeback if it comes to it, - you have a bit of time though to sort this out via conventional means, lots of time for JB to simply refund your card.

(Check with your bank/Credit Card Ts&Cs, I'm going by mine), typically you have 55 days from the time the transaction appears on the card to start the chargeback process, once you start the process (ringing the bank, and advising them of which transaction you wish to dispute), they send you a form, with which you typically have 10 working days to return with evidence (copies of e-mails, physical documentation, etc).

Personally, my advice, give JB the ultimatum that if it's not resolved to your satisfaction in 2 weeks, you will START the disputes process. (If you've still got time on the chargeback processes etc)

Things to do:

- Check your CC scheme's rules on chargebacks
- Contact JB appropriately

Dunnersfella

4063 posts

Uber Geek

#1046672 16-May-2014 21:20

What TV did you originally purchase, what was the replacement offered?

sparkingteleco

11 posts

Geek

#1046880 17-May-2014 11:17

Great thanks for your reply. I've just rung my bank and they can't chargeback as the money has already gone out of my card.

nigelj:
sparkingteleco: I'm so angry! this is my first geek post!

I ordered a Samsung smart TV from JB website almost one month ago. a couple of days later i received email from their oz customer rep said that the supplier advised them the TV no longer available, but they happy to offer me another brand tv. I'm not a smart dude but hey don't offer me a lower level tv for the same money, are you thinking everyone fool to take your offer? I said no thanks to them. a couple of days later I received another email from another oz customer rep said they happy to offer me another brand tv, again they think their customer such fool will take the offer. I said no thanks. I've waited and waited and keep sending emails to them with no replied for the TV I want, so I giveup and email them I'd like to cancel the order.

Ten days later - today, my credit card has been charged by JB hifi. What? I then checked my email they email me in the morning said the item has been despatched. I replied their email said that did you not read your customers' emails? I sent several emails for the order without reply. I've already cancelled my order.

I'm now waiting someone from JB HI FI reply!!!

How long will take them to solve this issue? will see.

Hmmm, first off, I'm surprised you got contacted by someone in Australia, JB HiFi's Online Store is run out of St Lukes (their regional office is also there), unfortunately they don't seem to list _any_ phone numbers for said office, you may want to try and reach out to the nearest store and politely say something like: "I know you can't deal with online store issues directly, but could you or your manager get me in touch with your head office as they are not responding to their e-mail", you might just get lucky. The vast majority of JB's staff are pretty awesome, do care and have brains between their ears, if you call when it isn't too busy (i.e. weekday, mid-morning) I'd say you'd have your best shot. Alternatively Twitter or Facebook, JB have a few staff still that pick up on tweets directed to the main JB NZ Twitter handle, and they still have their main Facebook account. Again, be very polite in public on the social media sites with them.

Secondly, out of curiously, what model TV was it? There has been some hype lately with some new model TVs it seems, I think I even saw one for a new range of dual-tuner (DVB-S|T) Samsung's replacing the old lines, so it could be possible that JB did legitimately have trouble sourcing what they agreed to sell - a problem I've had myself with their online store their 'In Stock' indications is often unreliable, and ordering in, isn't actually transfering stock from a store, but seems to be actually ordering new stock in completely (based on delays).

As for next steps, you gave them notice to cancel the order, you'd tried to work it out, as others say, you'll be able to chargeback if it comes to it, - you have a bit of time though to sort this out via conventional means, lots of time for JB to simply refund your card.

(Check with your bank/Credit Card Ts&Cs, I'm going by mine), typically you have 55 days from the time the transaction appears on the card to start the chargeback process, once you start the process (ringing the bank, and advising them of which transaction you wish to dispute), they send you a form, with which you typically have 10 working days to return with evidence (copies of e-mails, physical documentation, etc).

Personally, my advice, give JB the ultimatum that if it's not resolved to your satisfaction in 2 weeks, you will START the disputes process. (If you've still got time on the chargeback processes etc)

Things to do:

- Check your CC scheme's rules on chargebacks
- Contact JB appropriately

sparkingteleco

11 posts

Geek

#1046883 17-May-2014 11:28

old3eyes: Are you far from a JBHiFi shop as I wouldn't buy something like this online site unseen?

Yes. But the same model tv I've already looked at in other shops, so I know what I'm ordering.

sparkingteleco

11 posts

Geek

#1046885 17-May-2014 11:33

Dunnersfella: What TV did you originally purchase, what was the replacement offered?

purchased
Samsung UA32F5500AM 32inch Full HD Smart LED TV

they offered
http://shop.jbhifi.co.nz/plasma-lcd-tvs/led-lcd-tvs-32-39/sony-bravia-kdl-32w600a-32-hd-smart-led-lcd-tv/70488

http://www.jbhifi.co.nz/tv-lcd-led-plasma/lg/32-inch-hd-smart-led-lcd-tv-sku-96450/

sparkingteleco

11 posts

Geek

#1046886 17-May-2014 11:35

freitasm: You can always call your credit card company and ask for a chargeback saying this is not the item you want. If the TV was really shipped you then return it to JB HiFi.

bank says can't do chargeback now.

nathan

5695 posts

Uber Geek
Inactive user

#1046889 17-May-2014 11:46

sparkingteleco:
freitasm: You can always call your credit card company and ask for a chargeback saying this is not the item you want. If the TV was really shipped you then return it to JB HiFi.

bank says can't do chargeback now.

Why not?

That doesn't sound right

nigelj

856 posts

Ultimate Geek

#1046951 17-May-2014 13:00

nathan:
sparkingteleco:
freitasm: You can always call your credit card company and ask for a chargeback saying this is not the item you want. If the TV was really shipped you then return it to JB HiFi.

bank says can't do chargeback now.

Why not?

That doesn't sound right

I'm with Nathan on this. If you don't mind us asking, what bank and type of credit card? As an example Westpac's general rules (published http://westpac.custhelp.com/app/answers/detail/a_id/291) includes:

You've paid for goods or services but they are not what you requested

Which based on your description would include your description, you really need to ask your bank explicitally why they are saying a chargeback in this case is not possible as it sounds like you believe you ceased authority for JB to debit your card.

bfginger

1237 posts

Uber Geek

#1047425 18-May-2014 13:15

End of line products can show up as being in stock in their inventory system but they may be out of stock because of units having been stolen or sent out by mistake during the course of the product's life. I think low prices for end of line models are more meant for shop display stock for walk-in shoppers.

Offering you 768p televisions as a substitute for a 1080p model is very poor but someone who doesn't know anything about televisions may think they were equivalent models because they were equivalent prices. They should've offered you this one
http://shop.jbhifi.co.nz/plasma-lcd-tvs/led-lcd-tvs-32-39/panasonic-th-32as630z-32-full-hd-smart-led-lcd-tv/78904
which is the only 1080p 32" they sell. Do tell us what model arrives at the door.

mattwnz

19378 posts

Uber Geek

#1047432 18-May-2014 13:41

Have you already purchased one from somewhere else? If they have sent one, and you hadn't agreed to one of the ones they offered you, then they must have sourced the one you ordered. But sounds like poor customer service if they didn't tell you this, nor cancelled the order when you requested it.

1 | 2