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David Jones
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Edited by:
Ajust Content Team
Last updated:
August 28, 2025
AI-sourced. Human-edited. Made clear for you.

Table of Contents

David Jones
customer support overview

David Jones offers a range of support options designed to meet customer expectations:

  • 📞 Phone Support: Call 133 357 (within Australia), 7 days a week

  • 💬 Live Chat: Available on the Contact Us page during business hours

  • 📱 SMS Support: Text 0480 017 235 for order-related inquiries

  • 📧 Email: Send detailed questions to contactus@davidjones.com.au

  • 📝 Online Contact Form: Submit via the Contact Us section of their site

  • 🏬 In-Store Help: Visit the Customer Service desk at any David Jones store for face-to-face assistance

  • 📱 Social Media: Message via Facebook or Twitter (less formal, slower replies)

David Jones is known for friendly, attentive in-store support. However, like many modern retailers, some challenges remain in online and phone responsiveness.

Common
David Jones
 customer issues and complaints

These are the most common complaints customers report:

  • ☎️ Slow Phone & Online Response: Long wait times or no reply

  • 📦 Order Delays & Fulfilment Errors: Items arriving late, missing, or incorrect

  • 💸 Refund Delays: Especially for online returns sent via post

  • 🚫 Out-of-Stock Issues: Items showing as available online but later cancelled

  • 😠 Poor Communication: Complaints about rude or unhelpful responses from head office

  • 🎁 Damaged or Opened Items: Some customers report receiving used or poorly packaged goods

  • 🔁 Inconvenient Return Process: Some find return shipping or policy unclear or slow

Despite a legacy of excellent service, online feedback reflects the rising expectations of today’s retail customers.

How to contact
David Jones
customer support

Use the method that suits your needs best:

  • 📞 Phone Support (Fastest)
    • Call 133 357 (AUS); Available 9am–6pm weekdays, 10am–4pm weekends

    • Best for urgent issues like cancellations, returns, or payment problems

  • 💬 Live Chat
  • 📱 SMS
    • Text 0480 017 235 with your full name and order details

    • Great for order tracking or reporting item issues

  • 📧 Email
    • Send to contactus@davidjones.com.au for more complex or non-urgent support

    • Include order numbers and any photos/documents to assist resolution

  • 📝 Online Form
    • Fill in your inquiry via the Contact Us page for structured follow-up

  • 🏬 In-Store
    • Visit any store service desk for instant help with returns, exchanges, or online order pickups

  • 📲 Social Media (Last Resort)
    • Message the official Facebook or Twitter page, but expect slower, less formal responses

💡 Tip: Check their FAQ section before calling – many questions (about delivery, returns, etc.) are already answered online.

David Jones
key customer policies: refunds, returns, cancellations and more

Know your rights and options with David Jones:

  • 🔁 30-Day Returns
    • Return most items in-store or by post within 30 days

    • Exclusions apply (e.g. intimate or perishable items)

  • 💳 Refunds
    • David Jones processes refunds to the original payment method

    • Returns by mail are refunded 5–7 days after receipt

  • 📉 Price Match Promise
    • David Jones will match cheaper prices at approved Australian retailers

    • Item must be full-priced, in stock, and identical

  • ❌ Cancellations & Order Changes
    • Online delivery orders can't be changed once submitted

    • Click & Collect orders can be cancelled by calling support before pickup

  • 🚚 Delivery Support
    • Free shipping for orders over a certain amount

    • If delivery is delayed or lost, support can investigate and issue replacements/refunds

  • 🎫 Loyalty Program Support
    • For issues with David Jones Rewards, contact customer service with your member email

    • Issues with reward points or vouchers can be fixed by phone or in-store

  • 🛠 Complaints Handling
    • Complaints can be escalated via phone or email

    • For serious issues, support may offer case-by-case resolutions (including compensation or vouchers)
Table of Contents

David Jones
 complaints submitted through Ajust

I tried to fix a delivery address mistake just minutes after ordering, but I couldn’t reach a single human. I was stuck with bots and canned replies while my package went to the wrong place. It made me feel helpless over something so easily fixed. - Jenny

As someone who’s shopped at David Jones for decades, I didn’t expect to spend two hours trying to get help. I just needed a Clarins consultant, but no one picked up. It felt like all that loyalty meant nothing. - Doreen

I rang four times trying to speak to Lost & Found at Woden, but each time I got Elizabeth, the virtual assistant. She hung up on me every time. It was impossible to get through or even lodge a complaint. - Louise

Calling to buy a Saba top turned into a 30-minute battle with a virtual assistant. When I finally reached someone, they couldn’t help me buy or ship it-despite having it in stock. The whole process felt broken. - Indira

Recent experiences with
David Jones
customer service

📈 Positive – In-Store Helpfulness

  • “Staff are so friendly and attentive” – said one Melbourne customer.

‍

📉 Negative – Online Support Frustration

  • A TripAdvisor user called head office support “useless and rude” after a botched return

‍

🟡 Mixed – Resolved After Escalation

  • One customer complained about rude service but was quickly contacted, apologized to, and the issue resolved

‍

Official
David Jones
Customer Service Links & Contact Information

📌 When contacting support, have your order number or membership details ready to speed things up.

David Jones
Contact FAQs

What’s the fastest way to get a response from David Jones customer service?

The fastest way to reach David Jones is by calling 133 357 during business hours. Phone support is still the most direct method for urgent issues like refunds, cancellations, or missing items. If wait times are long, try SMS (0480 017 235) for order-related help or use Live Chat for quick answers during business hours.

Why do David Jones refunds and returns take so long to process?

Online refunds can take 5–7 days after your return is received by post. Delays often stem from slow processing and limited tracking updates. If your return seems stuck, SMS or email support with your order number and postal receipt to speed things up and create a clearer record of the issue.

What can I do if David Jones cancels my online order unexpectedly?

If your item is cancelled due to stock issues, call or text support to confirm stock status and ask for compensation. This problem often arises from inventory errors. You can request a refund or ask if a substitute is available. In some cases, reporting the inconvenience could result in a goodwill voucher-especially if escalated.

How do I escalate a complaint if David Jones support isn’t responding?

If support ignores your messages, escalate by calling and following up via email with a case summary. Include your order number, issue, and any previous communication. For serious complaints, ask for a case manager or lodge the issue in writing. If that fails, services like Ajust can help you push for a real resolution-fast.

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David Jones
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