JB Hi-Fi offers several official ways to lodge a complaint:

• 📞 Phone: Call 13 52 44 (9am–9pm AEST, 7 days). Speaking to a rep often leads to quicker results, especially for urgent issues.
  
  
• 💻 Online Complaint Form: Use the JB Hi-Fi Support Form for complaints about orders, faulty items, or service. Choose the right category for faster routing.
  
  
• 💬 Live Chat: Available on the JB website (9am–6pm weekdays, 10am–6pm weekends). Great for simple complaints or guidance on next steps.
  
  
• 🏬 In-Store: Visit a JB Hi-Fi store and ask to speak to the store manager. Most store managers can resolve product issues or poor service complaints on the spot.
  
  
• 📮 Mail: For formal issues, write to: JB Hi-Fi, Podium Level, 60 City Rd, Southbank VIC 3006.
  
  
• 📱 JB Hi-Fi Mobile App: If your complaint is about JB Hi-Fi Mobile (phone plans), use the in-app “Get help” function to escalate. A case manager is assigned within one business day.
  
  

✅ Tip: Always keep your receipts and case numbers handy. Start with phone or online for fastest turnaround.

Once your complaint is received:

• Acknowledgment: Online complaints are typically acknowledged within 3–5 business days.
  
  
• Assigned Team: Your issue is routed to the appropriate team - store manager, central support, or a JB Hi-Fi Mobile case manager.
  
  
• Communication: Most updates are by email or phone, depending on what you submitted. You may be asked for proof of purchase or product fault details.
  
  
• Resolution Options: Based on your rights under Australian Consumer Law, resolutions include refund, replacement, or repair depending on the fault's severity.
  
  
• Timelines:
  
  
  • Simple issues: Resolved within 1 week.
    
    
  • Warranty/repair issues: 1–2 weeks, depending on supplier turnaround.
    
    
• Closure: Once resolved, JB will confirm you’re satisfied. If not, you can request reassessment or escalation.
  
  

🧭 If no update within a week, follow up by phone or email with your case number.

Here’s what Aussie consumers most often report:

• Returns & Exchange Frustrations:
  Customers say returns - especially for faulty or recently expired warranty items - can be difficult without persistence.
  
  
• Faulty Products & Warranty Delays:
  Phones, TVs, laptops - early failures are a major complaint, with delays in repairs or replacements leading to frustration.
  
  
• Delivery & Online Order Problems:
  Late deliveries, poor tracking info, and occasional damaged items are recurring issues, especially during sales events.
  
  
• Customer Service Gaps:
  Inconsistent experiences. Some praise helpful reps, others say staff were unresponsive or dismissive. Reaching head office can be tricky.
  
  
• Sales & Pricing Problems:
  Cancelled orders due to stock errors, missed promotions, or website glitches (especially during big sales) can lead to complaints.
  
  

🛠 Tip: Document issues from the start and be clear about the resolution you want (refund, replacement, etc.).