JBHifi click and collect -- don't rely on what they tell you

Forums › Off topic › JBHifi click and collect -- don't rely on what they tell you

surfisup1000

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#290050 17-Oct-2021 16:07

Made a click & collect order with JBHifi a few days ago, they send this email when you order...

Your order is being prepared for collection. The store staff will grab the item(s) off the shelf and then email you with instructions for our contactless click and collect service.

Next Step

Please wait for your ""Ready For Collection"" email from your chosen store to confirm the date and suggested time window, and the instructions for our contactless collection point for that store. The email will contain important details you will need in order for you to safely collect your goods
Please note:
1. This email CANNOT be used to collect goods instore. You must wait for the follow-up ""Ready for Collection"" email.
2. Once the ""Ready for Collection"" email is received, the person collecting the goods must bring photo ID to the store for identification. The ID name/address must match the name/address on the order delivery/collectors details.

They make it sound fast, the staff will grab the items off the shelf and send an email... but, i've been waiting a few days now.

Gave them a call today, apparently my order is waiting, the store person said their emailing system is broken. Nice of them to call their customers who are waiting on their orders.

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#2796772 17-Oct-2021 16:32

One good thing about The Warehouse is the ability to see which stores have the item I want in-stock. We have three here in Hamilton so I always make sure to choose a location that already has the item I want. Usually ready for pick-up the same day.

robjg63

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#2796787 17-Oct-2021 17:35

I bought a hair trimmer last week from Harvey Norman here in Auckland last week (lockdown birdsnest on the head and the wife was looking for a project).

I found the nearest branch with stock of the product I wanted was a couple of branches away (10km?).

Ordered and payed online.

Got confirmation within about 30 minutes that item was ready for pick-up.

Email had 2 buttons. One said "I am on my way" So clicked that as I backed out of the garage.
20 minutes later I pulled into their carpark - bays were clearly numbered and I clicked the "I am here now" button and entered the bay number and my rego number. About a minute later a staff member handed my purchase through the window after checking my ID.

BTW: wife did a good job of tidying my hair. I feel human again!

Couriers seem totally overloaded at the moment, so click and collect seems to be the best way of getting hold of anything at the moment.....

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

Trunks2

224 posts

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#2796827 17-Oct-2021 19:41

Yep the click & collect at JB Hifi is broken, the two times I've tried using it I never got the "ready for pickup" email, just went in a day later to ask for it and it was ready.

eracode

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#2796839 17-Oct-2021 21:05

Trunks2:

Yep the click & collect at JB Hifi is broken, the two times I've tried using it I never got the "ready for pickup" email, just went in a day later to ask for it and it was ready.

Yep, they’re a bit hopeless. Ordered and paid for an in-stock pickup item. Got that hopeful-sounding email - pickup was implied to be that same day - then nothing for several days about a pickup time. When I complained/queried, they eventually rang me and said they’d drop it off to me with a ‘staff car’. Sounded very Third Reich but they did drop it off - not a courier. When they arrived I asked what was going on, saying I was perfectly happy to pick it up, etc.

They said they are over-run for pickups and had hired some rental cars for staff to do deliveries. Although it was days late, it was sort of OK in the end but just weird.

Sometimes I just sit and think. Other times I just sit.

neb

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#2796866 18-Oct-2021 01:35

Wakrak:
One good thing about The Warehouse is the ability to see which stores have the item I want in-stock. We have three here in Hamilton so I always make sure to choose a location that already has the item I want. Usually ready for pick-up the same day.

Neighbour got caught out with this, ordered an item that the local Warehouse had in stock, went through the payments process, and got an email telling her that as it was out of stock it would take quite some time before she could pick it up. I think she ended up waiting around a week for the item they claimed was in stock to actually be in stock for pickup.

robjg63

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#2796895 18-Oct-2021 09:07

In a perfect world, a website will show the number of remaining items in stock for each branch.

PBtech and I think Noel Leeming show that level of detail.

But I would always be a bit cautious if it shows just one in stock I reckon.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

heavenlywild

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#2796898 18-Oct-2021 09:15

The Warehouse and Noel Leeming both give an excellent experience - especially if stock is available it's very quick.

Warehouse Stationery is another matter despite being under the same business - waiting 3 days now for some A4 paper 😅

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shk292

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#2796899 18-Oct-2021 09:18

Not as bad as Mighty Ape - I waited a week for a collection date for an item shown to be in stock. Was eventually told it was only in stock at a different warehouse, and I had to cancel the order and re-order for delivery. Despite stock being shown on their website as "ready for immediate despatch" it then took two weeks before they sent the item. Now I'm at the mercy of ParcelPost for delivery - total elapsed time will be four weeks if it is delivered on predicted date

1101

3122 posts

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#2796900 18-Oct-2021 09:22

Well, they've only had a full year to set this up & get it working :-)

Sounds like a micky mouse outfit .

antonknee

1133 posts

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#2796901 18-Oct-2021 09:22

I think customers aren't aware of just how hard click & collect actually is and they expect it to be done right now as if they were shopping in store. Like to you "it's just my small order, surely they can just go grab my whatsit off the shelf?"

But stores have hundreds and thousands of these to do - and during Covid-19 you have less people working and arrangements around social distancing etc that slow you down. Plus you end up with people who usually do totally different tasks working this, so they are slower and more prone to mistakes. Add system issues (like JB's emails not working) and things get very bad very quickly.

If I look at my own company, we have a single location with 1400 orders to pick right now, which is just weekend traffic and this is about 3-4 days worth of work. It's absolutely insane. I did a click & collect at Noel Leeming which took over a week to be ready - same thing. Last thing I collected at PB Tech the guy said my timing was very lucky, as they'd just had an explosion of orders and had gone from same day to 2 days lead time.

eracode

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#2796907 18-Oct-2021 09:29

shk292:

Not as bad as Mighty Ape - I waited a week for a collection date for an item shown to be in stock. Was eventually told it was only in stock at a different warehouse, and I had to cancel the order and re-order for delivery. Despite stock being shown on their website as "ready for immediate despatch" it then took two weeks before they sent the item. Now I'm at the mercy of ParcelPost for delivery - total elapsed time will be four weeks if it is delivered on predicted date

MA have been terrible recently. Had a hopeless experience a month ago with an item that was to be delivered and an earlier 'click and collect'. I can't be bothered chronicling them here but I gave up and got my money back both times. I have dealt with them for years but have now given up and never again.

Sometimes I just sit and think. Other times I just sit.

Benjip

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#2796908 18-Oct-2021 09:31

shk292:

Not as bad as Mighty Ape - I waited a week for a collection date for an item shown to be in stock. Was eventually told it was only in stock at a different warehouse, and I had to cancel the order and re-order for delivery. Despite stock being shown on their website as "ready for immediate despatch" it then took two weeks before they sent the item. Now I'm at the mercy of ParcelPost for delivery - total elapsed time will be four weeks if it is delivered on predicted date

I had the same Mighty Ape experience – an item was available for immediate dispatch, yet there was no movement for over a week. I ended up cancelling the order (choosing the "It took too long" when asked for a reason) and buying from The Warehouse instead, where it was available for pickup later that day.

antonknee

1133 posts

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#2796909 18-Oct-2021 09:32

robjg63:

In a perfect world, a website will show the number of remaining items in stock for each branch.

PBtech and I think Noel Leeming show that level of detail.

But I would always be a bit cautious if it shows just one in stock I reckon.

Most stores will show this or a variation there of. The problem with it is obviously it's driven by the store's inventory - so based on a snapshot in time, then adjusted by sales and receiving. But inevitably it can't count for things like theft, damaged product etc - these only get picked up and then fixed as the team member goes to pick the order or during semi-regular audits.

One is none in my experience.

eracode

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#2796911 18-Oct-2021 09:33

Benjip:

shk292:

Not as bad as Mighty Ape - I waited a week for a collection date for an item shown to be in stock. Was eventually told it was only in stock at a different warehouse, and I had to cancel the order and re-order for delivery. Despite stock being shown on their website as "ready for immediate despatch" it then took two weeks before they sent the item. Now I'm at the mercy of ParcelPost for delivery - total elapsed time will be four weeks if it is delivered on predicted date

I had the same Mighty Ape experience – an item was available for immediate dispatch, yet there was no movement for over a week. I ended up cancelling the order (choosing the "It took too long" when asked for a reason) and buying from The Warehouse instead, where it was available for pickup later that day.

Identical to my most recent experience with MA.

Sometimes I just sit and think. Other times I just sit.

surfisup1000

5288 posts

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#2796934 18-Oct-2021 10:14

antonknee:

I think customers aren't aware of just how hard click & collect actually is and they expect it to be done right now as if they were shopping in store. Like to you "it's just my small order, surely they can just go grab my whatsit off the shelf?"

"The store staff will grab the item(s) off the shelf and then email you with instructions for our contactless click and collect service. "

I only wanted them to do what they said they would do. I don't really care if it is 'hard'. They just need to fix their email system.

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