Videopro HQ

Security is abysmal, fix your network you absolute trash human beings… I just wanna play Fortnite with my buddies. Pretty please hire John Wick or sumn. Yo security is the equivalent to a wet paper bag.

Ordered a TV online and it was lost in transit, 2 weeks of chasing them on the investigation with no result, they refused a refund/re-ship stating that they needed a letter from the courier in order to re-send or refund. I pointed out my rights under ACL and was finally told that it was found in my local depot and would be redelivered (No idea how you "redeliver" something which wasn't delivered in the first place) No contact from the courier, so I call up trying to get this arranged directly with the courier (now 2 weeks past the due date for delivery) I was told "they are short staffed and won't be able to deliver it until next week, VideoPro also advised us not to speak to you directly". That last part annoys me, I'm the customer who PAID for the freight, if you are a company taking this approach you are NOT doing the right thing as far as customer service and you should re-think this strategy, the customer should be able to interface directly about THEIR purchase, saving you support time and allowing issues with freight to be handled as such and not a reflection on your company/attitude. $200 is hardly cheap as far as freight costs too, it was scheduled for delivery 2 weeks before, and yet even with delays already suffered, Video Pro still can't manage to get someone to put it on a truck within 2 business days of having found it in order to get it to the customer. It very much seems VP seem to be content to just sit on their hands in the hopes it gets delivered sometime in the next week or so and I'd really expect more than this, it's a shocking experience all things considered and I recommend anyone reading this to look towards other vendors.

Extremely disappointed with the lack of accountability and poor customer service.

I ordered a Samsung TV from VideoPro at the very beginning of November 2022. During the order process there was absolutely no indication that they did not hold stock, or weren't a legitimate business. Hearing nothing about my order but having paid $1500, I followed up a week later, only to be told there was a stock delay they expected to last "Generally, 5-10 business days".

Subsequently, that slipped multiple times to being available by Christmas, with constant broken promises of following up with me - which they never did. When that deadline slipped, they then said it would definitely be available in March 2023, and offered me either a refund (after at that time, already a 2 month wait) or the opportunity to wait another 3+ months but finally receive the TV I had already paid for in full. Having waited so long already, and missed offers at competitors for the same TV, I decided to wait it out.

I heard absolutely nothing from VideoPro at all, even though they still had my $1500, so I followed up at the end of March 2023, only to be told they no longer believed they could supply the TV at all - I've just given them an interest free loan for the last six months.

No apology or offer of remedy with a comparable TV - they couldn't care less and never once took the initiative to reach out to me over the course of half a year. I've just received my refund today on April 13 2023, for the order I placed on November 03 2022.

Thanks VideoPro! I'll be sure to post about my experience wide and far, and I'll take my business elsewhere from now on.

If you like not getting what you pay for, your time being wasted, endless broken promises every time you follow up, and handing money out to unscrupulous, dishonest companies who couldn't care less, then VideoPro is definitely for you. Otherwise, literally any other retailer will treat you with more respect.

Avoid this place, I purchased at new TV that never worked. I spent 10k and had zero service. E mailed team member Leith Emery after find out I had a problem and never returned my e mail. I am now forced to contact ACCC to resolve being sold a product that doesn't work

Used/open product that was stated to be new. Spoke to a tech was told the product would do something that it can't. Informed Videopro about the used/opened product and the misleading information they never got back to me. Avoid for professional gear.

UPDATE:
2 months later and I still hadn't received my product, and they couldn't give me a straight answer when they would get stock. 2 months wasted, no straight answers. Very unreliable.
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So, I preorder an item which has "usually ships within 5-10 days". Notice on the product said deliver expected in 2 weeks. 1.5 months later, no email follow up regarding delay, when you enquire, they blame it on supplier. My advice would be to not falsely claim to be able to supply something in X amount of time, when it's actually going to take you Y amount of time, as it was needed for a time-sensitive project. Will improve this rating if I get my product within another week, otherwise will be asking for a refund.

Started off helpful prior to the sale (we recommended & praised them based upon this initial good start) but yet another case of take the money & run. Customer after sales service, including a badly written email from a 'team leader' makes one feel helpless & disappointed. Then they provided broken links, conflicting information & incorrect product information. Initial email to sales was lost.apology resulted but no response from our last request so one assumes Videopro has little goodwill or a responsible business model. We're now having to deal with the very elusive manufacture one on one. 12 long laborious hours, many emails & phone calls with limited english personnel, the costs are mounting quickly & we're still none the wiser or satisfied.

I gave them $1500 for a pre-order that they said would be delivered in around 1 month. 4 months later and not only have they never emailed or contacted about the delay but they can't even tell me how much longer the wait will be. Avoid this place and go with a reputable company.

Also it's weird how they keep posting their number for us to call them, as if we haven't already but still should waste more of our time teaching them how do to their job.

I ordered an item and followed up several times where it was as it was for a gift for a staff member. Finally they told me the computer got it wrong and it would take 10 days to deliver. I said please express post and they then cancelled my order even though I strictly said call me to sort out. NEVER TRUST THESE GUYS as computers dont lie people do.

I rang them to enquire about a product and had the worst experience with Keely who has no telephone manners. Spoke down to me and I am amazed That Videopro allow a rude cretin to represent them.
They have always supplied good service in the past but because of the arrogant and rude attitude from Keely, I will look to buy my new OLED 70" screen from a competitor.
I agree with the below post, criticising the person who spoke to them in the same manner. Probably the same person.

They refuse to exchange faulty goods if you are unlucky enough to still receive faulty good after multiple exchanges, even if you can very clearly prove it, and are very dishonest. They advertise most of their products as 'in stock' despite having no stock in an attempt to suck customers in, then their excuses given for delayed shipping times on orders as well as exchanges (which inexplicably take significantly longer) are completely nonsensical. The warranty information displayed on their website and eBay listings is highly deceptive in an attempt to confuse customers into spending anywhere from a few hundred dollars to over $1100 on an extended warranty which for the most part customers are already entitled to under Australian consumer laws. Highly illegal and terrible attitude towards returns and basic consumer rights. Would rate 0/5 if it were possible.

BIG Thanks to the guy at the warehouse for helping me out with what I was simply asking. Very simple question albeit too much for the lazy dog sitting behind the reception desk to accomodate. Where does she get off talking to customers like they're 2 year olds. Very lucky she didn't stick around for me to rip her a new one. She needs to be fired for Videpro's sake.

These guys took around $250 from me for an advertised item, then later that day I get an email to say the item is out of stock and will take a week+ to source let alone send so?

Gotta tell you I want to support Queensland businesses. 1st and last purchase from these guys. I normally buy from a Melbourne supplier and its overnight. It would take me 55 minutes to drive to the Brisbane warehouse. My order left there warehouse the day after they said it would and now the courier is taking an extra 2 days. Hmmm I'll keep purchasing from Melbourne or Sydney. Dissapointed Queenslander here sadly - make sure you check all the fine print when purchasing from Video pro.

(EDIT: Eventually compensated a month later and received everything ordered, only after having to return the camera and the replacement one sent and almost getting lost. At least management compensated me for time and money lost on the purchase.)

Purchased over $3500 worth of gear and asked for all items to be shipped together. 1 week later, the camera arrived and no information about the lens that did not arrive with the camera.

I messaged several times since, and called all 4 store locations and no one knew anything about stock, or when the lens would be shipped. I contacted the store about 8-12 times and at no point was I informed that the store was out of stock despite purchasing the "last one" as listed on their eBay site which locks the page after the last item is purchased.

2 weeks after purchase, I finally, finally, finally get someone who manages the online store and I am told that the store never had stock of my lens at all. They even said they ordered it but they did not bother to tell me, nor did they say there would be a delay, as I asked for all items to ship together, which did not happen, as I was told on the date of purchase that its "up to the warehouse to tell the website if its in stock. " So I waited. Now, I am told that I could be waiting between 2-4 weeks until something arrives at SONY, and god knows when it will arrive to the store and be sent to me afterwards. Store did not bother to contact me about the delay, nor did they mention it during the 2 weeks on communication I had with all 4 stores and several emails and website submissions made to the store. Why list something as in stock and then not tell the customer it was never in the store to begin with and it will take 4 weeks for it to even show up at Sony?

But at least I got the camera right? Well, the front dial is faulty and I have to send it back. I had a very anxiety inducing conversation with a lady who said that as soon as I send it back, they can send me a new one by the end of the week. I asked to confirm that statement then suddenly she said "I said we didn't have it in stock and I said IF we had it in stock, you should get it by the end of the week. " I was surprised by this because she never said that she said "As soon as we receive your return, you should get a new one by the end of the week. " Which tells me that they have it in stock and her second response suggests she checked and realised they didn't have any in stock and had to back track her claim.

What made the conversation worse is that I read back her words (I was writing them down) and she said she never said that - and pretended to say that what she actually said was that there was no stock so it would take another week when it would arrive. BUT WHY SAY "IF" THEY HAD STOCK? It would arrive sooner? If she knew they didn't have stock, then she wouldn't have to say IF - she would have said "We are waiting for our Sony shipment to arrive" not "If you lived next door to us, you can come by and collect it" or "If it was on sale, you would save money. " No.you dont say that to a customer because you only state what you know you can offer to a customer, you dont offer "Ifs" when you know it won't happen. So I call absolute BS with her claim that she meant "if" they had stock. Don't make that kind of claim for a Professional customer, paying for professional gear that they will receive items in a given time frame who is working against the clock. That is just rude and unprofessional.

Placed an order online for a 4k Player, took more than 2 months to arrive due to no stock. Was initially told a couple of weeks. I was happy to wait but I had to keep chasing up over several weeks to see when the item was to be delivered.

I would have appreciated to be kept informed via either email, sms, phone, etc if the product delivery is going to keep getting delayed.eg: "Hi we are touching base to let you know we are still working on getting your order out to you.etc"

Also the website should show if there is stock or not, rather than taking sales of items not in stock.this would give customers a more informed choice before they decide to part with their money.

Review update 14: 00 10/12/2018: gone from 1 up to 3 stars, Liana called me and told me that they would be overnighting unit at their expense. See below for original review story.

Ordered a Sony soundbar which was showing in stock at the time. Order was confirmed at 11: 36AM on Thursday 6/12. Called this morning, Monday 10/12 at 10AM, to see what was happening to order and Amanda answered, said that order would go out in 2-4 days, so obviously they never processed the order in the first place. When I said that I needed the unit by Tuesday evening, her answer was "That's never going to happen" She then said that I could pay for expedited shipment (despite their free shipping policy of 2-4 business days to Melbourne). She didn't even want to confirm my phone number in order to get back to me with quote for expedited shipping. Really not impressed. Will update review, when/if I get the unit.

They don't have TV service or antenna to test / demonstrate the TVs. Some streaming services / on demand are very difficult to set up, particularly on a LG TV remote (so clunky, so stupid, so pushy). It'd have been useful to have it explained to us.
The store has a very good set up and staff are friendly.

Great service, ordered online and was able to pick up from warehouse almost immediately, the team was great at helping me organise delivery when I couldn't fit my TV in the car. Would recommend over HN or JB any day.

Got an amazing deal on a new 55" TV. Friendly staff and I picked it within an hour of ordering it.