JB Hi-Fi Rouse Hill - Rouse Hill, NSW

Rock M.

Good customer service by Vedant. He was able to assist us on our vacuum-related questions.

Rashmi P.

Veer at JB Hi-Fi was absolutely amazing! I was looking for a phone for my mum, and he went above and beyond to help me find the right one. He was incredibly knowledgeable, patient, and explained everything in detail, making the whole process so much easier. His customer service was outstanding, and I really appreciated his expertise and friendly approach. Highly recommend!

Karmon C.

I purchased two NEW iPhone 15 Pro Max for Father's Day gifts, and when I opened the first one, it had a hairline crack on the screen. I went back to Rouse Hill and asked them to open the second one in front of them in case it also has a crack; luckily no crack. Advice from the shift manager: this issue is with Apple Store Company; you must go to Castle Hill Apple Store to fix. Their reasoning is that the Apple Store can resolve issues on the spot; however, their company, JB HiFi, will take 2 weeks to fix/resolve issues before calling us back to pick up.

I went to Castle Hill Apple Store after, but employees advised me back to Rouse Hill as I had brought it from their company; if I had brought it from them, they would have replaced it on the spot for me.

Before going back, I reached out to Consumers Affairs, and they are willing to assist if Rouse Hill is unable to help resolve this problem. Going back to Rouse Hill, the same manager unprofessionally pushed another co-worker up front to sort out my issue. This co-workers resolution was to provide me with a free screen protector; the screen protector will hide the crack, and the phone will look brand new again.

EXTREMELY UNPROFESSIONAL!!! I brought this NEW iPhone as a gift; new gifted iPhones shouldn't have a crack once opened. I told them, Apple Store said I must fix from you as I brought from their business and is not an Apple Store issue. After this, they approved the repair of the screen and told me in roughly 2 weeks it should be fixed. 6 weeks later, they then decide to call me to come pick up the “repaired” iPhone. Upon arrival, they asked me to sign the document to release the “repaired job.”. Before signing the paper, upon inspection of the iPhone 15 Pro Max, the hairline crack was noticeably MORE DEEPER than before.

‘Why is this NOT fixed? I waited 6 weeks for this?!?!?’, their reply, ‘you didn't pay for the new screen replacement, which cost over $600.’ I didn’t sign the paper, took the phone back and left.

Thank you, JB Hifi, for your TERRIBLE customer service. Now YOU CAN deal with Consumer Affairs!!!!

Divyansh D.

It's a good place to get best deals on electronics. I bought an Iphone 16 from JB Hi Fi and I got a great deal along with early availability of my preferred color. Also they keep on giving huge discount on other electronic items. They also to price match if you are getting a better deal from else where which is a great plus.

Narinder K.

Really bad customer service. The staff don't really want to help you they just keep walking and trying to ignore you. If you get to talk to someone they will say this is not my department find someone else.
Today i kept asking the staff to check the stock of a product, i spent almost an hour wandering around the store so i can speak to staff but they just keep ignoring you.
If i could i would give negative stars.
Luckily i found a great staff member (ID ending with 512) who genuinely helped me and i finally made the purchase. These 2 stars are only because of her, otherwise i would give this store a -5 star.

gino S.

The girl at the back counter gives unnecessary attitude and her customer service is near zero. 06/12/24, time 5:45.
I totally understand that you were about to close when i entered the store. But come on, show some customer service girl, we are not there to beg something we just need some advice and we expect it from you cause you're just standing there as a JB staff. She had no interest in helping or maybe she just wanted to finish her shift and leave. Come on man, you're being paid to do that and customer's like me come in, pay money to get something. So chill !! no need for that attitude 😂.Either way, that's not how you do customer service. Lots to learn.

@JB , I'll keep it with 2 stars for now you since I'm assuming that the staff was with low energy today. I'm not saying this was a worse experience but it's better you put that staff in a less customer facing role.

Tim B. (.

Just a usual retail place.... They say to speak to them before buying anything to get a better price (which in my mind is fine). They just don't have the people or customer service expected for such a large operation. They spend more time checking bags (also fine). However this detracting situation makes them a little deplorable.

岳蕾

Last May, we spent $2,000 to buy a Microsoft computer from JB HI-FI. At the end of January this year, the computer developed an issue where it wouldn’t display anything upon startup. We took it to JB HI-FI, and after testing, they couldn’t fix it, saying it needed to be sent to the company for repairs. They gave us a receipt and told us it would take approximately 2-5 weeks.

My Repair Number： 10416039. Receipt / Tax invoice ： 504327535-79. Product Serial No. 0F39F3D24013FB. By the fifth week, we still hadn’t received any updates. We called to check, and a staff member said they would look into it and get back to us. However, we didn’t receive any response that day. The next day, we went to the store, only to be told that because no one had picked up the computer, it hadn’t even been sent out for repair yet—meaning we would have to start the waiting process all over again.

Is this how you treat your customers? Is this what you call responsible customer service? Just because we are small customers, does that mean we don’t matter to you? We have already gone five weeks without a computer, and now we have to wait even longer because of your negligence?

This is your service? This is your after-sales support? In such a tough economic climate, your attitude towards work and your lack of responsibility are completely unacceptable. There was no apology, no effort to resolve the issue, and no sense of urgency. We are extremely, extremely disappointed.