Had an issue with JB Hi-Fi? Get a real response.
How to submit a complaint with JB Hi-Fi
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.
- Simple issues: Resolved within 1 week.
- 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.
Common complaints against JB Hi-Fi
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.).
Complaints submitted through Ajust
I bought an LG OLED TV from JB Hi-Fi and right out of the box, it couldn’t find any channels or connect to Wi-Fi. I tested everything and confirmed the issue wasn’t on my end. For something brand new, the experience has been really disappointing. I’ve asked for a refund, replacement, or repair, but I’m still waiting for a resolution. - Michael
After receiving a cracked Hisense TV from JB Hi-Fi, we found the packaging was already damaged. Despite clear proof, the store blamed us, citing a signed delivery form. With a newborn and ongoing health issues at home, chasing this has been exhausting. We just want the working product we paid for. - Lily
I traded in my iPad at JB Hi-Fi but missed an email due to a medical issue. I replied the same day the deadline hit but was told I lost my credit. It’s upsetting that such a rigid policy doesn’t consider real-life circumstances. I just want the credit I was promised. - Paramdeep
I ordered a phone online through JB Hi-Fi and paid in full, but the order was cancelled due to a system issue. Weeks later, my money still hasn’t been returned to the gift cards I used. Live chat was no help. I’m left with no product and no refund. -Srinath
How other consumers JB Hi-Fi complaints got resolved
Refund Delay Fixed by Phone Call: An online order never arrived. After weeks of waiting and no email reply, the customer called a local store, which connected them to head office. The refund was processed in 48 hours.
Warranty Runaround Reversed with ACL Knowledge: A phone fault was denied under warranty. Customer showed the ACCC Consumer Guarantees guide, and the store manager agreed to a replacement under ACL.
Exchange Refusal Overturned: A laptop began failing weeks after purchase. Staff insisted on repair. Customer asked for a manager and explained the fault was serious and recent. The manager approved a same-day replacement.
If your complaint isn’t progressing:
- Follow Up: Reply to the email chain or call 13 52 44 with your case number.
- Ask for a Manager: Politely request escalation. Store managers and support supervisors have more authority to resolve complaints.
- Corporate Escalation:
- Use the complaint form and select “Store Complaints” to reach JB Hi-Fi’s Customer Relations.
- Ask store staff for head office contacts if necessary.
- Use the complaint form and select “Store Complaints” to reach JB Hi-Fi’s Customer Relations.
- Social Media: Message JB Hi-Fi via Facebook or X. Keep it polite and professional. These teams often escalate internally.
- JB Hi-Fi Mobile Complaints: Use the mobile app or in-store staff to escalate. For Telstra-related mobile issues, JB may direct you to Telstra’s complaints process.
📌 Always keep records (names, dates, and case numbers).
Still unresolved? You’ve got options:
- Fair Trading (State-Based):
Lodge a free complaint online with NSW Fair Trading, Consumer Affairs VIC, etc. They’ll contact JB on your behalf. - ACCC (Federal Oversight):
Lodge a report if JB isn’t honouring ACL rights. While the ACCC doesn’t mediate cases, your report adds to patterns of misconduct:
ACCC Complaint Form - TIO (For JB Hi-Fi Mobile issues):
If you’ve hit a wall with mobile plan complaints, escalate to the Telecommunications Industry Ombudsman. Free and effective. - Small Claims Tribunals (e.g., VCAT/NCAT):
For serious or unresolved issues. Many cases don’t get this far. The threat of tribunal often motivates faster resolutions.
📢 Use these options if internal JB channels fail, especially for warranty disputes, unresolved repairs, or denied refunds.
- 📄 Submit a Complaint: JB Hi-Fi Complaint Form
- 📞 Customer Support Line: Call 13 52 44 (9am–9pm, 7 days)
- 🏬 Store Compliments/Complaints: In-store Feedback Form
- 📜 Refund & Warranty Info: JB Hi-Fi Refunds & Warranties Guide
- 📱 JB Hi-Fi Mobile Complaint Support: JB Mobile Help
- 📣 Fair Trading NSW: Make a Complaint
- 📡 TIO (Telco Complaints): Lodge a TIO Complaint
JB Hi-Fi Complaints FAQs
How do I lodge a complaint with JB Hi-Fi the fastest way possible?
The fastest way to lodge a complaint with JB Hi-Fi is by calling 13 52 44 or using their online support form. These methods offer the quickest acknowledgment and routing. Phone calls work well for urgent issues, while the online form allows you to provide details for more accurate handling. Keep your receipts and case numbers ready to speed things up.
What should I expect after submitting a JB Hi-Fi complaint?
After submission, your complaint is acknowledged in 3–5 business days and routed to the right team. You’ll usually be contacted by phone or email. JB Hi-Fi may ask for purchase proof or fault details. Most simple issues resolve within a week, while warranty problems can take up to two. If there’s no update, follow up using your case number.
What are the most common problems people complain about to JB Hi-Fi?
The top complaints include warranty delays, hard-to-return faulty items, poor customer service, and order delivery issues. These usually stem from inconsistent in-store experiences, slow resolutions, or denied returns. Knowing your rights under Australian Consumer Law helps you push for a fair outcome when JB Hi-Fi doesn’t resolve your issue easily.
What can I do if JB Hi-Fi doesn’t resolve my complaint?
If JB Hi-Fi isn’t helping, escalate to a manager, contact head office, or reach out via social media. Still stuck? Lodge complaints with Fair Trading or the ACCC, or contact the TIO for mobile issues. These options are free and often fast-track outcomes, especially if JB Hi-Fi isn’t honouring your consumer rights.
You’ve done your part, now it’s time to hold JB Hi-Fi accountable.
Take the final step and submit a complaint that gets seen and responded to.