Click and Collect Policy | Was I at Fault?

jimmy1593 on 19/12/2023 - 23:25
Last edited 20/12/2023 - 09:11 by 1 other user

Long story short - placed a click and collect order at JB and added my spouse as a collecting person

However later it was convenient for me to collect and I went to store to collect the order. The staff started arguing saying that I cannot collect the order and my spouse needs to send an email to the manager saying the reason why she's not unable to make it to collect as she has the authority to collect

My statement is that I have paid for the order, invoice is on my name , and how can they deny me just because I've added someone else to collect

Ultimately manager intervened and handed out the order to me but it took 25 mins to resolve the issue

Electrical & Electronics

Related Stores

JB Hi-Fi
JB Hi-Fi

Comments

  • Leanne59 on 20/12/2023 - 09:06
    +8

    You are definitely in the right, you can nominate a person to pick up on your behalf or pick up yourself. I do this quite often with JB Hi Fi and have never been refused my item. Sometimes I can't make it myself (due to health) but I always nominate my son so that if I can’t make it he will pick it up and it has never been challenged. Every click and collect I do has my son nominated in case I can’t collect.

    “Please note: You cannot change the nominated pick up person on an order.
    This measure is necessary for JB Hi-Fi to maintain the security of our customer's orders by preventing fraudulent unauthorised pick-ups.”

    You cannot change the "nominated pick up person" to another person but you can definitely pick up your order yourself as the customer ordering/owner of the account.

    • hasher22 on 21/12/2023 - 15:39

      In conclusion the staff at the OPs particular store don't have common sense?

      I agree with you, yourself and the nominated person can and should be able to pick up the order. Doesn't matter who, just as long it's one of you on the order.

  • samcro on 20/12/2023 - 09:24
    +9

    I think somebody (JB) is interpreting their own rules wrongly. Surely the original purchaser should be able to collect their own item? Logically either purchaser OR the nominated person.

  • djsweet on 20/12/2023 - 09:27
    +16

    Isn’t it curious how everyone suddenly jumps on the ts&cs and then go about interpreting them in a way unfavourable to the op (although they are ambiguous). Regardless, I bet 95% of people would be dirty as hell if this happened to them.

    • Protractor on 20/12/2023 - 10:44
      -6

      and 99.9% of those 95% of ppl would move on, not drop a Karen online

      • GrueHunter on 20/12/2023 - 16:44
        +4

        So like you have with…how many comments in this post are we up to? You know, about stuff that didn't happen to you, but here you are telling the person it did happen to they should talk less?

        • Protractor on 20/12/2023 - 16:51
          -2

          Clearly "Karen" is not an only child.

        • Ridiculous Panda on 21/12/2023 - 10:43

          16 so far and I don’t see it stopping any time soon.

    • jimmy1593 on 20/12/2023 - 13:43
      +1

      Exactly @djsweet.. henceforth woolies need to put campaign to treat staff with respect

  • BatsRule on 20/12/2023 - 10:05
    +9

    For f sake! Your name is on the invoice.
    Get the drivers licence number and write it down on internal paperwork.
    You did nothing wrong.

  • CodeXD on 20/12/2023 - 10:26
    +2

    Where is the poll?

  • apple2016 on 20/12/2023 - 10:29
    +1

    Ultimately manager intervened and handed out the order to me but it took 25 mins to resolve the issue

    So whats the problem now? Maybe some intern did not know all the rules! Calm down

  • elgrande on 20/12/2023 - 11:06
    +2

    Agree the world has lost all common sense..

    I would have refunded as soon as they finally agreed to hand it over.

  • Brianqpr on 20/12/2023 - 11:10
    +3

    Staff member gives item out to the wrong person they'll be in trouble. Makes sense the manager would need to get involved.

    Tbf I've waited nearly that long for click and collect even when I was the nominated person.

  • AustriaBargain on 20/12/2023 - 11:29
    +3

    You did the right thing by telling us Jimmy.

  • capslock on 20/12/2023 - 11:40
    +4

    What if the spouse arrived an hour later to pick up the item? Is the spouse entitled to compensation and to complain that the item was given away to a non-nominated person?

    • SlickMick on 20/12/2023 - 13:00

      a) Spouse wastes time and learns lesson to communicate better
      b) no, but has right to have a domestic over their lack of communication

    • jimmy1593 on 20/12/2023 - 13:41
      +1

      There are so many if and but combinations that can be made then
      What if I go back next day on a different time saying that I never collected the item, so I don't think your logic makes sense here

      • capslock on 20/12/2023 - 17:49

        What doesn't make sense is you going back the next day claiming you never collected the item when JB has a record of you collecting the item the previous day.

        Your spouse on the other hand holds the only clear undisputed claim to collect the item but there is no record of her ever collecting it.

  • Drakesy on 20/12/2023 - 12:15
    +1

    Yeah, YTA

  • theguyrules on 20/12/2023 - 12:23
    +1

    Nah, I did the same thing 2 days ago and had no issue.

  • solidussnake on 20/12/2023 - 12:28
    +2

    Yes happened to me, wanted the wife to go collect it as she was in the same shopping centre I had to send them an email saying my partner was collection, must be something to with fraud and covering themselves in writing took me 2 minutes to do….

    Please stop pestering the poor retail staff they already have enough on their plates…

    • SpicyStew on 20/12/2023 - 17:34
      -2

      retail staff

      by choice

      • Protractor on 20/12/2023 - 23:45
        +1

        not necessarily. Not all serfs have choice as to how to eat/rent/pay bills/survive.

        I'm sure if they could they'd choose to be landlords.

  • StingyLizzy on 20/12/2023 - 12:32

    It’s that crazy time of the year. Cut poorly paid retail staff some slack…

  • fl360 on 20/12/2023 - 15:18
    +2

    Just put the name as vague as possible, and use a / to add more names.

  • kaleidoscope on 20/12/2023 - 16:05
    +2

    It's for your own good.

    Was I at Fault?

    JB is clearly not at fault for following their c&c policy.

  • SpicyStew on 20/12/2023 - 17:32
    +1

    dumb workers

    i picked up without any id. clearly T&C is only used when it suits them

    • jimmy1593 on 21/12/2023 - 11:38

      They change their tnc on your appearance, if ur a bikie from looks dare they ask you any id

  • yummycoot on 21/12/2023 - 01:03
    +2

    Good Guys does this better.

    If i nominated someone but I ended up going to collect the order which is in my name anyway, its all good as long as I can show ID.

    Good Guys is now owned by JB Hi-Fi.

    People really blaming OP while its clearly JB's vague T&Cs. Nomination does not mean the original purchaser cannot pick up the item any more. If the nominated person is not reachable within the pickup period, what happens? JB is at fault for silly rule not allowing the purchaser to pick up their own item that they paid for.

    • jimmy1593 on 21/12/2023 - 11:37

      Exactly my point, I never changed or wanted to change the nominated pickup person, however at that situation I found it's easier for me to pickup as I was around the corner .. this can happen to anyone and everyone, I would love to see reaction of those people when they land in same situation who are now giving me knowledge of jb's tnc

    • Protractor on 21/12/2023 - 11:52
      +1

      Not vague at all.

      *Please note: You cannot change the nominated pick up person on an order.
      This measure is necessary for JB Hi-Fi to maintain the security of our customer's orders by preventing fraudulent unauthorised pick-ups.

      • 42 on 22/12/2023 - 06:21

        You cannot change the nominated pick up person but doesn't say no one other than the pick up person can pick up the item. Common sense would dictate the purchaser should be able to pick up as long as they present a valid ID

        • Protractor on 22/12/2023 - 09:16
          -1

          I'm sure OP will get over this traumatic injustice, just as I'm sure most ppl don't have an issue with the status quo.

    • Drakesy on 21/12/2023 - 14:31

      JB Hifi has a point as @Protractor has said.
      It's a legitimate security measure.

  • ssfps on 21/12/2023 - 02:32
    +1

    Interesting seeing the hive mind hone in on shit like "cut retail staff slack"
    Seems to be pervasive beliefs that
    1) corps always enact rational policies
    2) staff don't bear any responsibility in the policies of their employers ("just doing a job")
    Come on bootlickers, -24 is a piss poor effort.

    • star-ggg on 21/12/2023 - 15:48

      It is was Auspost, the hive would complain about how bureaucracy > common sense.

  • bigbadboogieman on 21/12/2023 - 07:41

    From policy maker perspective, common sense is not so common I am afraid. infact it's one of the rarest form of senses in today's world. The staff however are simply doing their job. Don't think you're in the wrong. What if the nominated person is completely unavailable and cannot write an email. How would they validate if the nominated person has written the email and no one else. Pretty stupid policy if you ask me.

  • neonlight on 21/12/2023 - 09:05

    Lesson learnt don’t nominate anyone also it makes it easier your girlfriend or partner won’t know what you bought.

    This answers most married man question no discussion needed

  • Marcsie on 21/12/2023 - 09:15
    -2

    Fírst world problem

    • Flying Ace on 21/12/2023 - 09:42
      +3

      Ugh, this turn of phrase really needs to die. Practically every forum topic here could be classed as a "first world problem" 🙄

      • Protractor on 21/12/2023 - 10:42
        +1

        Ban 'woke' first.

      • Nillionaire on 23/12/2023 - 20:40

        Also, do they think second/third world countries don't have such disputes in stores? lol

    • ssfps on 23/12/2023 - 04:11

      First world problems are more serious than third world problems. What have they got to worry about, their goat breaking down and not making it to the Ayahuasca party on time?

  • digitalbath on 21/12/2023 - 10:07
    -1

    Issue was resolved. Who gives a shit.

    • Protractor on 21/12/2023 - 10:47

      "Who gives a shit."

      All the Karens. They can be spotted pretty easily.

      • digitalbath on 21/12/2023 - 12:17

        People just like to be outraged. Person has a problem, problem is solved, person needs validation from other entitled strangers in the internet to feel validated.

        • Protractor on 21/12/2023 - 14:53

          Careful, you'll blow up the + and - votes

    • carlJack on 21/12/2023 - 16:33

      You clearly give a shit to read and comment on the post.

      • digitalbath on 21/12/2023 - 16:37

        Ah. The good old “you care enough to read/post” comment.
        Pointing out that people are idiots does not mean I give a shit about their trivial problems.

  • Choc83 on 21/12/2023 - 11:09
    +3

    I'm with OP here. They're making enough money to build some way to authenticate a buyer, or allow the genuine buyer to log in and change who the nominated pick up person is.

    Even a lower tech solution like an SMS or email code to the phone number that was on the order.

  • jno on 21/12/2023 - 11:11

    You got what you wanted, why does someone need to be at fault? Move on with your life, no harm was done to anyone

  • Buyer0fBargains on 21/12/2023 - 11:13
    +1

    Thank you for actually raising this because it's again one of these ableist policies that the majority of people don't think or care about until it inconveniences them. It's a huge issue for people who have support workers/carers. Authorising a singular person to collect, not being flexible on changing that person, etc - people in situations like me would love the kind of predictability and reliability that would accomodate such policies but we don't….. and it's an easily adaptable policy that stores could make that would have a huge impact on its customers for a fairly minor investment. We can acknowledge that allowing some flexibility for changes may require a bit of editing their website or a little bit more manpower to execute in-store (heaven forbid stores have to hire a few more humans until the robots take over) but the changes are important.

  • Duckie2hh on 21/12/2023 - 11:18
    +1

    Op at fault

  • Protractor on 21/12/2023 - 11:49
    +1

    Click and Collect Policy | Was I at Fault?

    From JB C & C website>

    *Please note: **You cannot change the nominated pick up person on an order.
    This measure is necessary for JB Hi-Fi to maintain the security of our customer's orders by preventing fraudulent unauthorised pick-ups.***

    So the answer is YES, you WERE at fault

    • digitalbath on 21/12/2023 - 12:18

      “But, but, it’s 2023 I should be able to do whatever the F I want because I am the only person that matters”

    • leiiv on 22/12/2023 - 00:53
      +4

      It does not state anywhere on that website and the T&C that original purchaser/account owner will relinquish their right to pick up themselves when they nominate other person. Sure, you can't change the nominated pick up person, but as the purchaser/account owner you always have the right to pick up irrespective of whether the ‘Pickup details’ section is filled or not.

      I am pretty sure that a judge will agree too if it's ever taken to a court.

  • ipiok on 21/12/2023 - 12:28

    It may seem like common sense but due to the nature of the world we live in now.. I'm siding with JB on this one. A simple phone call from the JB staff to your partner could have cleared this all up though.

  • sauce2k on 21/12/2023 - 15:58

    FFS lol 25 minutes.. "I would like to speak to the manager please"

    • Nugs on 21/12/2023 - 20:01

      Yeah, he's taking a dump, you'll have to wait
      .

  • carlJack on 21/12/2023 - 16:34

    I am with OP on this. That's a stupid rule.

  • Nugs on 21/12/2023 - 20:03

    50% of our click n collect orders placed (be it SCA, Repco, BWS etc) have multiple names, just in case
    .

  • leeroys_dad on 22/12/2023 - 00:26

    I just play their game and write "Mr or Mrs Surname" in the authorised user pickup

  • PurchaseAnxiety on 22/12/2023 - 12:29

    Since your name was on the invoice, you should have just told them to cancel the order. Then after they remove the pickup label from the packaging, say "I'll grab that one, thank you".

  • payless69 on 22/12/2023 - 14:56

    I used to have a job handing out and accepting expensive repair items.
    The number of calls from couples that had just split and one wanted to retrieve such an item to snatch it from the now ex. Not an easy task, we simply asked to have relevant permits in writing but customers would still try arguing with screams.
    Some businesses charge extra if they have to deal with more than 1 party and I think that is only fair.

  • Davo1111 on 22/12/2023 - 23:43

    100% your fault

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