How to file a complaint and get quick results from David Jones
How to submit a complaint with David Jones
You’ve got several quick options to lodge a complaint with David Jones:
- 📞 Call 13 33 57 (within Australia)
- Business hours: Mon–Fri 9am–6pm, Sat–Sun 10am–4pm
- Speak directly to a customer service rep
- Business hours: Mon–Fri 9am–6pm, Sat–Sun 10am–4pm
- 💬 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
- 📱 Text support: 0480 017 235
- Best for online order issues – include order number and brief description
- Best for online order issues – include order number and brief description
- ✉️ 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
✔️ Pro 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:
- ✅ Acknowledgement: 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.
Got an issue with David Jones? Send your complaint instantly!
Real David Jones complaints and how they were 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 or mail a written complaint to David Jones’ head office:
Customer Services, Building 2, 572 Swan Street, Burnley VIC 3121
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 phone, chat, and email options.
- 📞 Phone: 13 33 57
- ✉️ Email: contactus@davidjones.com.au
- 📱 Text (for orders): 0480 017 235
- Returns & Refunds Policy – Read before making a return request.
- 📮 Postal Complaints:
David Jones Customer Services
Building 2
572 Swan Street
Burnley VIC 3121
Keep all emails, reference numbers, and receipts—it’ll speed things up if escalation is needed.
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