JB Hi-Fi

Complaint - Joondaulup Store visit 11:30am 28/12/2022



I purchased a HP spectre laptop on Boxing Day (16/12) from the Joondalup store. Laptop cost $2488 (receipt# 404327154-98). I also bought additional software and microsoft packages, taking the total to just under $3000. I was charged for the laptop, extras, but also anti virus software, which I did not ask for to be included as part of the package $139.00.



(28/12) I went back to the Joondaulp store to speak to someone about a refund for the anti virus. I was served by a staff member named Hannah, who had also taken my original order on the 26/12. I asked her if she could refund me for the item I did not ask for and she asked to see my receipt, to which I gave my receipt to her and showed her which particular receipt to refer to and date of purchase



Straight away, the surly attitude began with Hannah, telling me that this was not a receipt as there was no price on it and where was my laptop. I pointed out to her that this was a receipt, with price and tax invoice details etc and that I was not returning the laptop, but again stated my reason for speaking to her was in regards to the anti virus software. She then asked what day the transaction was, to which I again stated that it was the 26th December, as per the receipt, to which she said I wasn't being very helpful and gave me a look to which I felt was totally inappropriate for someone who was meant to be helping me.



I asked her if she could help me or if I needed to speak with a manager. Again, the sharp look and arms folded. I then asked if I could speak with a manager, to which she walked off to speak to another staff member, who turned out to be Cody.



Cody approached me and asked me if I could calm down. I politely told Cody that I was calm and simply wanted help in gaining a refund. I took it from Cody's initial approach to me that something was obviously said to him by Hannah in regards to the perceived situation not being calm, which was not the case.



Cody asked me to step to the side of the customer service counter, to which I was happy to do, as my 5 year old son who was next to me, began to ask me why the lady was being rude to me.



Cody told me he was going to speak with the floor staff member who had originally shown me the laptop. While he was away, another customer who had been at the counter with Hannah walked over to me and told me that Hannah was the rudest person she had dealt with in the store and that she couldn't believe the way I had been spoken to by her. I thanked the customer for her support and said I would be making a complaint in regards to the way I had so far been mishandled.



Cody returned, told me that he would grant the refund, asked for my credit card, processed the refund and I thanked him for his help. At this point I noticed that Hannah had gone and spoken to a member of staff on the floor, who gave me a rather nasty look as I walked out, so obviously Hannah was not happy with leaving her manager to deal with the situation, but again, left me feeling very uncomfortable.



I am a business owner in the retail sector. I have 8 staff and know the ins and out of customer service requirements and how to speak with and more importantly deal with customers in a respectful and professional manner. My experience with Hannah shows me that she has no appropriate level of professional customer service training, for her to be in a customer focused role that she is currently in. For me to experience this and another customer to tell me that she thought Hannah's behaviour was inappropriate should be something her line manager and HR staff should be aware of.