Issues with JB Hi-Fi Refund

Ash-Say on 05/11/2020 - 22:22
Last edited 05/11/2020 - 22:22

Bought a $1500 laptop for my dad 3 months ago via JB hi-fi solutions. Due to COVID, there is no chance of travel so I asked the account manager if it could be returned for full refund.

They agreed, and I returned the laptop to my local store. It's been over a month and I am yet to receive a refund despite of constant follow ups. Every time I receive a response that they are checking with the accounts team and will revert, however they never did. I was told the refund will be made to original payment method(credit card).

I spoke with the credit card issuer, and they are unable to initiate charge back because it's past timeline.

I can't believe such a big business will make you run around for a refund. I couldn't get refund in a store because apparently the retail and solutions business maintains different accounts as per account manager statement.

What are my options here?

Electrical & Electronics

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

  • Mechz on 05/11/2020 - 22:26
    +2

    Call them and ask to speak directly with the accounts team.

    • Ash-Say on 05/11/2020 - 22:28

      I have already asked, but they are saying they can't provide direct number. The excuse provided is that the accounts team aren't allowed to speak with the customers, they can only be contacted by the account manager.

  • Hybroid on 05/11/2020 - 22:32
    +2

    Type out a detailed e-mail request to them so there's a written track record of your side of the story. It's more difficult to pawn you off vs a he-said/she-said convo over the phone.

    https://solutions.jbhifi.com.au/contact/

    Also gives you a record should you need to escalate to NCAT or similar.

    • Ash-Say on 05/11/2020 - 22:35

      All conversation is already via email, so they can't hide anything.

      Even when I had a phone call, I sent an email to summarise the discussion.

  • gmail92 on 05/11/2020 - 22:39
    +12

    What's wrong with the laptop? Sounds lucky they would even consider refunding you for whatever reason you gave them.

    • Ash-Say on 06/11/2020 - 06:21
      +1

      They accepted the return and it's all in black and white. Why wouldn't they refund?

      They have the item and also holding my money now.

      • gmail92 on 06/11/2020 - 08:41
        +8

        You withholding why here is already a red flag, so it appears you are probably hiding some key information and hence no one here cares.

  • payton on 05/11/2020 - 23:11
    +6

    The person who agreed to your change-of-mind return fked up when they permitted you to return it. Everyone else at JB is just hoping you'd go away eventually.

    Visit the store you brought the laptop to, and get some direct answers from there.

    • Ash-Say on 06/11/2020 - 06:21
      +1

      It was purchase from JB hi-fi solutions, so the item was delivered.

  • wudok on 05/11/2020 - 23:19

    Wow, I just did the same thing. Hope I don’t have to spend time chasing them up!!

  • Fishdog on 06/11/2020 - 00:03

    Try Fair Trading if JB isn't co-operating

  • Vieira4 on 06/11/2020 - 11:15
    +1

    I don’t get it. Was the laptop used by your dad or was it still NIB?

    • Ash-Say on 06/11/2020 - 11:55

      I returned brand new sealed box laptop as change of mind. I known they don't need to accept the return under ACL but they accepted it, and therefore it was returned.

      They are holding both the laptop and money.

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