lilly C.
Extremely poor customer service and issue resolution. Do not buy direct
I am extremely disappointed with both the misleading delivery information on their website and the inadequate customer service I received. The website clearly states that orders placed before 3:00pm would be delivered the next day. Based on this information, I placed my order on Monday 28/09/26 at 07:47. Had the website accurately stated that delivery could take three days after processing, I would not have placed the order for delivery to my hotel. By Tuesday afternoon, I had received no communication from them other than the initial order confirmation. The parcel tracking on their website was unavailable, so I contacted customer services for an update. I was informed that delivery actually takes up to three days after an order has been processed, and that my order had not yet been processed. I was given no indication of when processing would take place. I also discovered that, despite my order not having been processed, I was unable to cancel it. Furthermore, I was told that I could not change the delivery address until tracking information became available, and that this information might not be provided until the day before delivery. This left me with no practical way of managing an order that had not yet even entered the fulfilment process. During this call, I offered to provide a screenshot showing the next-day delivery promise displayed on your website. The agent declined to view it and was dismissive and unhelpful throughout the conversation. I contacted customer services again the following day and received exactly the same response. My order still had not been processed, I still could not cancel it, and no one could provide any timescale for when processing would occur. I again explained that I was staying in a hotel and would never have used that delivery address had the true delivery timescales been made clear. Despite this, no assistance or practical solution was offered. I also asked how I could formally escalate my complaint. The agent failed to explain the complaints procedure or advise me how to escalate the matter. Instead, he simply repeated the same information: the order had not been processed, he could not say when it would be, I could not cancel it, and I could not change the delivery address until tracking information was issued. This was extremely frustrating and wholly unhelpful. Eventually, on Wednesday morning, I received the tracking details and was able to redirect the parcel to a collection point. I managed to collect it shortly before leaving. However, I strongly believe this outcome was only achieved because I repeatedly chased the matter and requested that my complaint be escalated. While the JBL products themselves are excellent, the purchasing and customer service experience has been unacceptable. The discrepancy between the delivery information advertised on their website and the reality of its fulfilment process is misleading, and the lack of support provided by the customer service team only made the situation worse. As a result of this experience, I will not purchase directly from JBL again and would not recommend that others do so.