JB Hi-Fi Castle Hill HOME

So the sales people are pretty good. They seem friendly and knowledgeable but the till staff are useless, slow and just unhelpful. Certainly wouldn't want to interrupt a conversation to help customers. But the worst issue is there is no signal at the tills so if you want to use a digital wallet you are screwed! I had two vouchers to pull up and I had to keep running back and forth to the front of the store to get things up. I feel like when you have a store that sells big ticket items and items you want to search for more info online should find a solution.

I had ordered an item for click and collect online. I realised when looking through my phone outside the front that I had selected the wrong store. Unfortunately my order was to be collected at Castle Hill (inside of Castle Towers) and not here. Spoke to one guy in the sound dept, checked the computer, made sure there was stock and said, “no worries, you can collect it here”, just head down to the register area and explain the situation to them. Walked to the register and stood in the queue area. No customers there—three people behind the desk having a conversation about their personal lives. Took about 5 minutes to be noticed, I didn’t want to interrupt. After explaining my situation, a lady who claimed she was the store manager bit my head off and said, “no, we can’t do that. You selected a store for click and collect for a reason, you can’t just show up to any store!” I didn’t argue, just said “sorry” and went to leave. The first guy I spoke to in sound dept stopped me on my way out and questioned if I got everything sorted. I explained to him what the people at the counter said. He asked me to wait 5 mins. Comes back after being on the phone and hands me the product, walks down to the register himself and questions the staff members. They claim they “didn’t know” you could do that. He then explains the process to them. The guy apologised to me and said that the lady who claimed she was the manager, “hasn’t worked here long” and apologised for the wait and inconvenience. He also asked the lady to do the checkout process. The whole time she didn’t make eye contact or speak to me. Then threw the product onto the counter and walked away when she was done. Wow—never again for this JB. Five stars deserving for the kind gentleman in the sound systems area though.

The staff in this store told me I had to send a product away to the manufacturer to be assessed. I was just outside of the store’s 90 day replacement policy. The product had a clear and major fault that should have been dealt with by JB Hi Fi. As a result I will never make another purchase in this store again and the recent influx of negative reviews is reflective of the poor management. I went to my local JB HI FI (Penrith Plaza) who were fair and reasonable and sorted out the issue without hassle in about 15 minutes. From ACCC website: If your business sold a product or service to a consumer, you cannot refuse to help them by sending them directly to the manufacturer or importer for a remedy. This applies even where the fault was caused by the manufacturer. You can approach the manufacturer or importer directly, however you will only be entitled to recover costs from them. You cannot demand a repair, replacement or refund from the manufacturer.