JB Hi-Fi is one of Australia’s largest electronics retailers, known for friendly, in-store service and multiple ways to get help. Whether it’s a product question or order issue, you can reach JB via phone, live chat, in-store, or their online help center.

While many shoppers praise the support, others mention inconsistent experiences – reflected in an average 2-star review on some platforms. Still, JB’s local team and policies (like price matching) show their commitment to doing right by customers.

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The most common complaints about JB Hi-Fi include:

• Order delays and delivery issues – including “express” items that don’t arrive on time and long waits for refunds.
  
  
• Slow refunds and return processing – some customers report chasing refunds for weeks.
  
  
• Warranty disputes – especially when an item is just outside of the official warranty but should still be covered under Australian Consumer Law.
  
  
• Slow or unresponsive support – customers mention waiting days with no updates.
  
  
• Inconsistent price match or change-of-mind returns – while generally offered, enforcement can vary by store.
  
  

While many users have smooth experiences, especially in-store, those with complex issues often need to escalate or persist to get outcomes.

• Live Chat: Go to the Help & Support page and use Live Chat (9am–6pm weekdays, 10am–6pm weekends AEST).
  
  
• Phone Support: Call 13 52 44 (Mon–Fri 9am–8pm, Sat–Sun 9am–6pm).
  
  
• Online Support Form: Submit detailed cases here – best for returns, warranty claims, or refunds.
  
  
• In-Store Help: Visit any JB Hi-Fi store with your receipt or proof of purchase.
  
  

Tip: For fast help, use chat or phone. For documentation-heavy issues (like faulty items), use the support form.

• Refunds & Returns: 30-day change-of-mind refund (unopened items). Faulty items are covered even outside warranty under ACL.
  
  
• Order Cancellations: Can cancel before shipment. This is best done via phone or chat.
  
  
• Warranty Claims: Covered under JB’s policies and ACL. Major failures = refund/replacement; minor issues = repair.
  
  
• Shipping & Delivery: Orders ship via courier or Click & Collect. Delays can occur during peak sales. Tracking available online.
  
  
• Price Match: JB will match Australian retailers (same product, in stock). Use chat, phone or in-store to ask for a “JB Deal.”