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Very slow and poor online customer service.
Slow to respond to enquiry. They made a wrong pick and it is taking weeks to get a simple replacement or any information on how to proceed. Its just a sloppy mess. Just poor customer service and little care for consumers. Little wonder people are purchasing from overseas companies.
NEVER use click and collect!!!
I live on a rural property 3 hours from my closests DJs. My daughter was in Sydney working so I ordered perfume via click and collect at 7;30am. She went to collect at 2pm and it was not ready. I rang them and they said it would be ready after 4pm and she would have to come back. I would receive an email in the next 30 minutes confirming this. No email ever arrived, my daughter went back at 6;45pm and still not ready. She has since left Sydney - i get notification 48 hr later saying ready to collect!! Who is going to get it?? Rang and they said they can post to me next week??? asked why not today and was told busy. Zero customer service or any offer to try and remedy the situation = cancelling order. Going to order via Myer online.
Went to David Jones Chadstone to exchange a present I purchased for Christmas. My usual store where I am a long time customer who purchases a lot here each visit. I had put the receipts on the items tag so I don't loose them, something I always do incase of needing an exchange. I didn't realise that one item had the wrong receipt. Sales lady in the children's area who had the most appalling customer service said no return on 2nd item as I had the wrong receipt and their policy changed. I spoke with the manager who was just as rude and flogged m...e off. An item in mint condition with tags and I just wanted the bigger size. Went out and a friend called me, being in the moment I told her what happened. She told me that she once needed to exchange and manager did. So I rang head office, mainly for the appalling way I was spoken to. Girl I spoke to said that it was possible and she would get someone to call me. Guess who called me, the same manager who again gave me the same conversation and said he would think about it and call me back tomorrow. Really? What a pathetic response. Waste of time. Will I ever shop here again? NO! David Jones has they been willing would have continued to have a great customer and if the bigger size not available I would have got something else, most likely more expensive. David Jones loose here. My experience is also on my social media accounts and I won't shop here. Sales down at David Jones. Start employing staff that have outstanding customer service. Even smaller stores over Christmas exchange even when there is no receipt. Will shop on line. A friend of mine mentioned Myers exchanged for over Christmas as a gesture of good. That's good service is all about. David Jones can spend heaps on advertising but word of mouth and social media can be far more better if treatment of customers comes first. I may have a perfectly unused item with tags that is useless to me but David Jones has lost customers. Disgusting!
- David Jones Online Store
- Verified customer
Wish I could give less than one star
I ordered a washing machine from them and website indicated it would be delivered on the next business day. It’s been four business days and I can’t get them to confirm when they will deliver. Latest advice is “maybe another 10 business days”. I have a family of five and can’t be without a washing machine for this long, hence I bought from a supplier with a supposed quick delivery. I work full time and also need to be able to plan ahead to be home for a delivery!
So I’ve tried canceling the order to purchase from somewhere else that can deliv...er in time...only they told me they can’t cancel the order and refund me without getting approval from the manufacturer of the washing machine. And it can take “days” for this approval. You cannot make this stuff up. This experience has been a nightmare. This is why traditional retailers in Australia are failing. They take the customer for granted using previous goodwill and deliver abysmal service.
Staff at warringah mall could not care less
I went with the intention to buy some mugs that are on sale. Not only the staff wasnt helpul and did not know anything about the products. I mean i did a quick search online and knew more about it in just a quick look! They could care less and looked at me like they were doing me a favour to look for a particular type of mugs. Bad attitude. Did not buy anything.
- David Jones Online Store
- Verified customer
Pillows with black hairs
Purchased 2 pillows on December 24th. Took 3 weeks to arrive. When they did, both pillows had little black hairs all over them. Absolutely disgusting. Have been trying to obtain a refund or exchange for 1 week now. Customer service keep advising that they do not do returns on pillows. I advised that this is not a change of mind situation, but that I have received defective products. This is a health concern. A manager in store advised me today that yes there are foreign materials on the pillow however he insinuated that they came from me when I...took the pillows out of the plastic casing in order to send photographic proof to the online customer service team via email. Manage in store acted as if he could care less. Appalling that they are taking no responsibility and laying the blame on the customer when the pillows arrived in this state. The reason they don’t want to refund or exchange is due to David Jones having to claim these 2 pillows under warranty and don’t want to take on the cost of these 2 pillows. Such poor business practice. Do not buy pillow from this fraudulent, deceptive company. I will be taking this further legally as I will not use these filthy pillows.
instock but 3 weeks later not delivered still waiting
ordered washing machine online because it was in stock! 3 weeks later still getting excuses form them about the whereabouts of this item. Everyday without a washing machine is inconvenient. excuses inc. Bosch is in communication with David Jones about your item" " the manager is not here today" " Someone will call you tomorrow..... 3 weeks not one call ever! crap service hiding behind the call centre..... excuses excuses! obviously not in stock, just take money and worry about it later. Glad they don't sell medical equipment!
- David Jones Online Store
- Verified customer
I wish I had read others reviews. I ordered a dishwasher on sale. I was told that Bosch would be in touch "soon" I did not hear from them so messaged online on Facebook and email heard that it would be soon. Got an email apologising and saying it would be dispatched soon. Then a follow up saying it is not available till February. I was offered to wait or a refund but The sales are now over and would cost me a lot more. I wish I had gone to the Goodguys like my initial plan was.
Avoid David Jones, there is a reason retail stores are going under, slow laggy communication and inept online sales without capacity to inform stock.
Don’t order online
Ordered bbq- message a week later not available
Order polo and pants - pants sent, polo not available
Order different polo - again not available
Now stuck with pants and no top -
Gone to another retailer - customer service useless
Worst customer service
Ordered an item and got a wrong model, took them a while to reply back and I was asked to return the item for a refund. I went to a DJ store in Eastland hoping they can sort out the issue but i was asked by the manager to email or call the customer support instead. When I sent the item back, I've got the refund but not the cost of shipping back the item. I called the customer support and the representative wanted to end the call soon because I don't have my credit card with me to credit the refund and I was asked to call back tomorrow instead. She said there are other callers waiting. It was a very bad experience for me overall and will never order online again.
Entirely disappointed in customer service.
Purchased an item from David Jones (A) with faulty stain on the inner surface, which was the last stock there. I found the stain after getting back home, and would make a request for exchanging a new one in David Jones (B) where had the stock within the same day. However the staff in David Jones (B) assumed that it was my fault to cause the problem. It is really disgusting for a (professional?) staff to check in front of the customer by smelling and rubbing the stain area.
Don't trust their exchange and return policy, they would persuade you ...to sell the faulty item with lower price even in the case that is not your fault. I cannot believe that it happened in a so-called luxury shop. This is my FIRST and LAST experience there! I would rather purchase online or in somewhere I deserve better customer service. p.s. I guessed that they had intentionally hidden the stain with security alarm tag as the stain exactly appeared in that area, really disappointed!!
Terrible online service
I purchased a dress online for an occasion.
1 week later it hadnt been shipped.
I followed it up with an email, only to be told "we cannot fulfil this order, our stock counter was out"
And of course by that time the dress was sold out Au wide.
All I got from David Jones was some generic, sorry for the inconvenience lines and had to wait a week for my $400 refund.
Don't risk ordering online with David Jones, they don't care about their customers and it seems far too common if you read other reviews!
Terrible rude service
Shopping at David Jones Chadstone store with my daughter looking at handbags. We were approached by a staff member Rebecca who basically accused me of stealing a handbag. I had to show her (and 2 security guards) the bag on the shelf that I had looked at. I had not taken it at all. The woman was arrogant and rude and was certainly not sorry, as the mistake was indeed hers.
It has put me off David Jones (I have shopped there for 30 years). It was such a negative way to be treated in store. David Jones need to find a better way to deal with shoplifters rather than accuse innocent shoppers.
David Jones is a fraud
Places orders on Black Friday. It has been more than 40 days and items are still missing.
Emailed customer service numerous times and only get the same reply that they will investigate.
Do not ever shop at David Jones.
Fantastic Store with great customer service.
David jones Miranda is a clean and well organized store. Customer Service is on point with helpful advice. Easy to find what you are looking for. Highly recommend this store for anything you need.
Ordered on line....didn’t get confirmation for 4 days of order......still waiting for parcel 10 days later.....parcel still in transit somewhere...., want your money but don’t follow up with customer service....never ever again will I order from David Jones....
Would give it 0 stars if I could
Terrible awful service. The call staff try to help but their systems are all over the shop. Noone could give me a delivery date and I received conflicting advice from every operator. I have been a loyal customer but never again will I shop there.
Click and Collect is meant to be convenient but has ended up being a massive headache
Ordered 4 things before Christmas and was advised the order would be ready in time. Two of those things were the same product (Christmas cake x 2), but after processing payment I received an email to say that the Burwood store only had one available and I received a refund for the other. I wasn't bothered by this, just a little confused as to why an automated database couldn't tell me prior to payment that there weren't two in the inventory at Burwood. Anyway. I then received an email to say two of the items were ready for pick up, so I went to...pick them up. Once I'd done that, the system sent me an email saying I'd picked up all remaining items, which I hadn't. I contacted them and they acknowledged one more item was still coming. I received an email on 19 December to say the final item was ready for pick up. I went in on 23 December and was advised it wasn't in still, it was still to be sent from the city store. I asked why I would receive an email if it hadn't been processed. They told me "this is happening to heaps of people" and that I should wait for another email letting me know it's ready. Massive waste of time travelling and parking in Westfield two days before Christmas. It's now 1 January and I haven't received an email so still don't have the final item. Needless to say it's a bit late now as a Christmas present for my daughter. Next time I'll be shopping elsewhere.
Absolutely Appalling Service - Ruined my Wedding Gift List
Don't bother using them for your wedding registry/gift list - they closed mine with no warning 2 weeks prior to the date, then sent increasingly abusive messages about how they 'value their excellent customer service' when I complained. Gift cards were lost and then not delivered, and the ones we did receive electronically don't work! When contacted to ask how to rectify it, we're told to go to the store, to be told to call/go online, to get no response, to then be told to go back to the store!?! Liars and thieves, is the best I can say about them.
David Jones stuffed up my Christmas order
After David Jones stuffed up my order number 9293811 the first time which I made on 28 Mayember, they didn't lodge the item to be delivered then I gave them a second chance by repurchasing the same item (Order number 10125506), with them promising me that it will be here in time for Christmas as I told them many times on the phone and via email that I bought this for my partner as a Christmas present which I originally purchased on 28 Mayember which anyone can say that it gave them plenty of time to deliver my item which they failed terribly, t...hen lied to me that Auspost had lost the item which Auspost confirmed to me by phobe that David Jones failed to lodge the item with them. I had to follow up with David Jones which they took more than 3 days to get back to me by cancelling my original order number. After I purchased the second item (Order number 10125506) on 18 December 2022, I chased them on the phone and email asking them to make sure that it will be National Express delivery since I can't do that online and I was on the phone with one of their customer service while I was repurchasing just to make sure that it will be posted as express parcel. Obviously they didn't do that which leads to my item is STILL IN TRANSIT until today 29 December. I wrote an email to them on 24 December at 5.38 PM and requesting them to give me a full refund and cancel the order immediately as there is no way that the item will be here in time for Christmas. I am extremely disappointed with how they conduct their online business. I heard nothing from them so I gave them a call today on 29 December at 10 AM to follow up with my request. I was on the phone with Mark/Customer service and he told me that they can't issue a refund. They want me to collect the parcel then go to David Jones to return the item then I can get my refund. It's unfair that the customer has to do that. They can just refund my money and contact Auspost to request return to sender as I have checked with Auspost.
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Questions & Answers
How do u get any further with a purchase from when u view your bag? There is no payment button or check- out option. I'm just stuck with a bag of stuff but can't purchase it. Am I missing something or not doing something right. I am very tired. ? Oh I can't add the screenshot.
I’ve been trying for hours to speak to the online division.. the phone answers then left on hold for more than 40 minutes.. makes you decide that you don’t want to purchase that desperately... very disappointing considering they are trying to expand with online ordering..
After lodging a complaint is anyone going to respond?? It't four days I am yet hearing anything from David John's management
I had same problem. I was called too fat (I'm a size 10/12) to shop with the store in Perth. It took 4 weeks before I got a manager. Keep emailing and calling up. Bad service should be accountable.
I don t believe some one would say that I have been shopping at david jones for years and have never come across a rude sales assistant.
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