ordered a laptop for my daughters birthdayin good time but it never arrived. phoned the carrier and sent emails. Phoned dixons and sent emails. When i did get a replay it was full of promises but no action. After god knows how many emails and phone calls all at my expense they agreed to refund me- im still waiting. Its funny that they can take money from me instantly but it takes days to refund it. My advice dont buy anything on line with thos store- they have no interest in customer service
I ordered a Toshiba RDXV60 VHS/HDD/DVD Recorder from Dixons Online to arrive before Christmas. They took my money and sent me an expected delivery date of 20th December 2011.
They then sent me an email saying my item was out for delivery earlier then the expected date and this email had a tracking link. The delivery company is Yodel and they claim to have delivered my item at a time and date (16 December at 11.49am) and have a signature. My wife was at home all day and nobody delivered. None of the neighbours took delivery. Tried contacting Dixons on their 0844 number and over a period of one week had to make over ten phone calls each lasting on average 20 minutes.
During the first call I made on a Saturday, the agent told me that I would not be out of pocket and that he had put a lost in transit note on my order and a replacement would be sent out to reach me before Christmas. On the Monday when I called again as no email or confirmation telephone call had been made to me, I found that the agent had not even logged my call!!! A manager then called me and told me that they have process to follow and an investigation has to take place with the courier (Theiving Yodel). This manager then said to me that "we only have your word that you have not received the item" I repeatedly asked for the proof of signature from them via Yodel to prove that it is not mine, but they can not provide this!
Each agents tells you a different story and a replacement or refund can not be sent until an official enquiry is made with Yodel. tried to contact Yodel to get the proof of signature so that I could prove it is not mine or my wifes, but Yodel refused to deal with me as I am not their customer! Yodel have stolen the item and claim to have delivered it and Dixons will not do anything until I have filled out a DOR (Denial of Receipt) form. On Monday I was told it was being emailed to me at 10.15 am, then after another call and no form, 2.30pm and then after another long call at 4.30pm. No form ever arrived! I then had to write to them on Wednesday and person called on Thursday and explained that nothing will be processed until I fill out and return the DOR form. Having explained I had not received it she told me the same as the others that it had been sent - but this time by post!. After another phone call on Friday, the DOR form was finally emailed but the email states that the process can take up to 7 days.
Dixons customer service is the worst ever. The price on the internet draws people like me in as it is the cheapest. Dixons use crooks and criminals like Yodel for deliveries and one of the agents even claimed that I was lying! I have now spent over £20 in telephone calls and postage and still got no further.
My advice is to pay more and go to a better and more organised supplier. DO NOT BUY FROM DIXONS.
Do not be taken in by the promises of a big organisation as the level of service is so poor that like me you will end up having to take legal action in order to get a refund.
STAY AWAY FROM DIXONS ONLINE.
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