Had an issue with David Jones?
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Get a real response.
We've handled 100 David Jones cases. Here's what we've learned.
- Ajust's recommended channel for David Jones complaints is email to contactus@davidjones.com.au. Its live chat was unreliable in our cases, and the phone line only runs limited hours.
- When Ajust wins a complaint against David Jones, it typically takes about 10 days.
Source: Ajust data 2026
24% of David Jones complaints Ajust has handled involve being overcharged or a promotion not being honoured. Charging more than the advertised or displayed price can be misleading conduct under the Australian Consumer Law.
2 confirmed contact routes
David Jones is a luxury department store with branches across Australia. They offer multiple ways to lodge a complaint if you have any issues with their services or products, including by phone (133 357, Monday to Friday, 11am to 3pm), through Live Chat on their website, via email (contactus@davidjones.com.au), or you can go directly in-store and speak to a store manager or go to the customer service desk. Where they then aim to have your complaint resolved within 5 business days.
Frequent complaints from customers normally reference issues with online orders, where items marked as in stock end up being unavailable, or products come in the mail damaged. Other customers report delays with shipping, issues with the quality of products, missing items, and bad customer service, particularly in store.
Once you submit your claim, the team at David Jones should send you a confirmation within a couple of days, with the aim to provide a reasonable outcome within 5 business days. But if the outcome isn’t what you expected or you’ve heard nothing from the team at David Jones, there are a bunch of other ways to escalate your issue to get to a resolution you’re happy with. This includes going straight to the ACCC to report breaches in consumer law, and going to your state’s fair trading.
It’s important to keep photo or physical evidence of your complaint, as well as a record of every interaction you’ve had during this process. It makes it easier for if or when you need to escalate the issue to get your problem solved as quickly as possible.
How to submit a complaint with David Jones
Update, 6 November 2026: David Jones went into voluntary administration and receivership on 5 November 2026. Its stores and website are still trading. David Jones says gift cards can still be used in store and online. Latitude has paused new David Jones credit card applications, and existing cards still work. Policies could change while the business is under review, so check davidjones.com before you rely on anything below.
You’ve got several quick options to lodge a complaint with David Jones:
- Call 13 33 57 (within Australia)
- Hours: Monday to Friday, 11am to 3pm only
- Speak directly to a customer service rep
- Hours: Monday to Friday, 11am to 3pm only
- Live Chat via the Contact Us page
- Available weekdays 9:30am–5pm, weekends 10am–4pm AEST
- Ideal for real-time support and fast complaint logging
- Available weekdays 9:30am–5pm, weekends 10am–4pm AEST
- Email: contactus@davidjones.com.au
- Include all relevant info: order number, issue details, and your preferred outcome
- Include all relevant info: order number, issue details, and your preferred outcome
- In-store:
- Speak directly to a store manager or visit the customer service desk
- Especially effective for immediate issues or product concerns
- Speak directly to a store manager or visit the customer service desk
Tip: Always have your order number, receipts, photos, or relevant details ready (this helps speed things up).
Here’s what you can expect once your complaint is logged:
- Confirmation: Usually within a few business days
- Case Review: A customer care agent reviews your details
- Response Time:
- Most complaints get a response within 5 business days
- Simpler issues (e.g., missing items) might be resolved immediately via chat or phone
- More complex cases (e.g., faulty goods or lost deliveries) may be escalated
- Most complaints get a response within 5 business days
- Follow up:
- You’ll be contacted via your preferred method (email or phone)
- For in-store complaints, resolution can often happen on the spot via the store manager
- You’ll be contacted via your preferred method (email or phone)
- Ongoing Updates:
- For escalated issues, a dedicated case manager may follow up and provide progress updates
- For escalated issues, a dedicated case manager may follow up and provide progress updates
What is David Jones' priority? Fixing your issue quickly, professionally, and in a way that restores your confidence in their service.
Common complaints against David Jones
While known for premium service, David Jones receives regular complaints in a few key areas:
- Online order issues – items marked as in stock later turn out to be unavailable, or arrive damaged.
- Shipping delays – late deliveries or missing packages.
- Product quality problems – items not matching descriptions or arriving faulty.
- Wrong/missing items – common especially during sales.
- Customer service experiences – reports of rudeness or unresponsiveness, especially in-store.
- Refund & return challenges – delays or complications in processing returns or issuing refunds.
These recurring problems are well documented across review sites and social media. The good news? David Jones has standard processes to address most of them, often through refunds, exchanges, or store credit.
David Jones complaints submitted through Ajust
I visited the Clarins counter at Castle Hill hoping to buy a toner and cleanser, but again, no staff were there to help. I wasn’t the only one waiting either, others just walked off. It’s frustrating that this keeps happening at a store I used to trust. - Patricia
I had a frustrating experience trying to buy a Saba top from David Jones. Despite being told it was available at several stores, I couldn't get through to anyone to actually make the purchase. After multiple calls and wasted time, I gave up. - Indira
During a recent visit, I was served rudely by staff while trying to complete a Mother’s Day click and collect order. Despite proof of purchase, they refused to release the item to my husband without ID from me. It was humiliating and unnecessary. - Anthea
I was ready to make a significant purchase but was followed around by staff and security like I was doing something wrong. It made me feel completely judged based on my appearance and not welcome at all. - Rachael
How other consumers David Jones complaints got resolved
Delayed Delivery & Refund:
A homewares order never arrived. After failed email attempts, the customer called with their order number. A rep investigated and confirmed the package was lost. A full refund and a goodwill discount code were issued.
Wrong Item Sent:
A customer ordered perfume but received a skincare set. Via live chat, support quickly acknowledged the error, sent the correct item, and issued a return label for the wrong one.
Rude In-Store Staff:
A shopper seeking a refund for a faulty appliance was dismissed by staff. After posting their experience online, David Jones’ customer relations reached out, issued the refund, and offered a $50 gift card.
If your issue isn’t resolved, you can escalate. Start by asking for a supervisor during a call or live chat - these team members often have more authority. Still no luck? Email a written complaint to contactus@davidjones.com.au, or post it to David Jones’ head office:
David Jones Pty Ltd, Level 21 & 22, Two Melbourne Quarter, 697 Collins St, Docklands VIC 3008
Mention this is an escalation and include your case details.
Other escalation tactics:
- Post a factual, polite comment on their social media accounts. Tag them and ask for assistance. Public accountability can drive quicker responses.
- Always document your case and stay polite but firm. Mention your rights under Australian Consumer Law if relevant.
If all internal avenues fail, external support is available:
- ACCC (accc.gov.au): Report systemic breaches of consumer law.
- State Fair Trading (e.g., NSW Fair Trading): Lodge complaints for mediation. This is effective for unresolved refunds or returns.
- AFCA (afca.org.au): For David Jones credit card or finance-related issues.
- OAIC (oaic.gov.au): For data/privacy concerns (e.g., personal information mishandling).
These bodies don’t just resolve disputes, they also pressure businesses to lift their game.
- David Jones Support Page: Official hub for live chat and phone.
- Phone: 13 33 57 (Monday to Friday, 11am to 3pm)
- Email: contactus@davidjones.com.au
- Returns & Refunds Policy: Read before making a return request.
- Head office (post):
David Jones Pty Ltd
Level 21 & 22, Two Melbourne Quarter
697 Collins St
Docklands VIC 3008
Keep all emails, reference numbers, and receipts, it’ll speed things up if escalation is needed.
David Jones Complaints FAQs
How do I submit a complaint to David Jones quickly?
You can lodge a David Jones complaint by live chat, phone, email, or in-store. Live chat on their Contact Us page runs 9:30am to 5pm weekdays and 10am to 4pm weekends (AEST). The phone line, 13 33 57, only runs Monday to Friday, 11am to 3pm. For a written record, email contactus@davidjones.com.au with your order number. Always include key details like receipts and photos to speed things up.
What happens after I lodge a complaint with David Jones?
Once submitted, most David Jones complaints get acknowledged within a few days and resolved in five business days. Simple issues like wrong items may be fixed instantly. Complex ones may be escalated with a case manager assigned. You’ll receive follow up by your preferred contact method, and in-store issues are often resolved on the spot.
What can I do if David Jones doesn’t resolve my complaint?
If your issue isn’t resolved, escalate by asking for a supervisor or emailing their head office. Include “escalation” in your message and all case details. If needed, you can lodge formal complaints with Fair Trading, the ACCC, or OAIC depending on the issue. Keep documentation to strengthen your case.
What are the most common complaints about David Jones?
Frequent complaints include missing or damaged online orders, poor in-store service, refund delays, and shipping issues. While frustrating, David Jones has set processes for refunds, exchanges, and resolutions. Using the right contact channel and having documentation ready improves your chance of a fast outcome.
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