I'd take the shop option if you can; my opinion is you've waited long enough for them.

I had a terrible experience last time I ordered something off the JB Hi Fi website and dealt with their customer service. I still can't believe it happened, because it was so strange and I had never had a situation before, where a company was so unwilling to respond or do anything to resolve the issue.

I preordered an item and paid with Paypal. On the day of the release I got an email saying there was a problem with my order and they can't ship it, because I haven't paid and they can't process my payment.

I respond with the Paypal details and a screenshot of my bank account, showing I have paid. No response, so I follow up using their webform.

A few days later (so the item is definitely no longer a preorder anymore and I could have walked in store to buy it) I get a response that they are sorry for any confusion and will ship out my item shortly.

The next day I get the same email that I received in the first place, that they haven't received payment so can't ship my order.

I send another email to their customer service and get no response, so after a few days I open a Paypal dispute to try and get them to respond.

No response to my email still.

I call a store and they say they can't help me as it's online (which makes sense) so I ask for the number for their head office, as they have no customer service support apart from that email.

At this point it had been well over a week since the item was released. Still no response to my follow-up email.

I call head office and they have someone call me back who says they are very sorry about the confusion and experience and they will process a refund now.

Never get a refund, and eventually they don't respond to the Paypal dispute so Paypal rules in my favour and I got a refund that way in the end after it timed out.

yes, and the problem is they do not list a contact phone number on their website for websales... they only show contact numbers for their stores!

After the promising email from them a couple of days ago, I replied, but since then have heard nothing further from them....they are almost as frustrating to deal with as Vodafone!