Really bad customer service they tell you one thing and do nothing. Spend a little extra and save a hell of alot of bother. You have been warned, they use cheap cowboy delivery services that get it wrong as they are thick as they come. When it all goes wrong, which it will, you have no one to turn to. Compete waste of time. I don't know why they don't do everyone a favour and shut-up shop.
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.
Greg Tebb found this review useful
I ordered a camera, marked in stock, for next day delivery. Dixons confirmed the order and delivery date. Predictably the order did not arrive. On contacting the courier I was informed it was never going to arrive on the date given and would not be arriving for several days by which time we would be away for Christmas. On contacting Dixon's they said there was nothing they could do other than refund the money but not for several days (after Christmas). So now I am left with no camera and no money to buy one. Frankly, this company is untrustworthy (they enter into contracts they know they can not fulfill) and unhelpful (no Christmas present for my son this year). I would strongly suggest you go elsewhere.
Dixons, a waste of time !
I also made a purchase on their site only to be informed that they were out of stock. So they have my money, its 9 days later, and they have made no attempt to contact me. I have now cancelled the order, but i have only received an automated reply saying they will be in-touch with me shortly (sounds familiar!) I will never use them again! Looks like i am just easing their cash flow!
Ordered a Samsung laptop on the 6th Dec, received order confirmation and delivery info, so thought everything was fine. Two days later I received an email saying my item was out of stock, I need not do anything as my order would be fully refunded in 48 hours... It's now the 16th Dec and still no refund, I have emailed them to see why and received an email saying its fine, its been cancelled and my money will be refunded 'shortly' whenever that is. Really bad customer service and can not believe they take payment when the item item is out of stock. Needless to say I won't be shopping with Dixons again.
I've used dixons.co.uk several times over the years. Fast delivery, good communication via email, competitive prices. No probs with returns/cancellations either. You may find a smaller online retailer with sightly cheaper prices but for piece of mind it's worth dealing with a quality outfit like dixons! Would be great if I could use my "Dixons group" vouchers online instead of in store only (currys/pc world).
Word of warning, Dixons do not validate your post code when you place an order online (watch out for autocomplete). They are happy to take your money though and confirm a delivery date, then on the day of delivery tell you that the address has an invalid post code (and no it cannot be changed due to security precautions). The order is automatically cancelled and you have to wait several days for your money to return to your bank. Customer services are terrible and made me wait an hour before telling me nothing could be done.
I purchased a Printer from Dixons, it came and after 2 hours of setting up it didn't work with MAC Lion OS..... Fair enough they admitted the information on the website was incorrect and arranged a collection.
3 times now the courier has failed to turn up and it's now almost 4 weeks since I ordered and arrange a return. I still have the printer and Dixons still have my money. Every time I ring their customer services they don't offer any real apology, just a wishy washy 'sorry about that'. I'm not too bothered about the monetary compensation side of it - i just want good service. Something which this company clearly lacks.
Also the quality of the phone staff is poor - Dixons if you are listening you should take a leaf out of Laura Ashley for their call centre - they are amazing!
I've still got a printer which is not suitable and they've still got my money. Today they said I should go to a local currys store and get a refund there - which is bloody far away for me, and defeats the whole point of ordering online....
A VERY HORRIBLE EXPERIENCE ALTOGETHER. The item - a SONY Playstation PS3, did not arrive on time. I then cancelled it as there was no attempt from the courier to bring it to my address for almost 4 days of item reaching the local office. More than a week after I cancelled the order and was supposed to get my refund, the courier suddenly appears at my doorstep with the partially torn cover and says he is not responsible for taking it back. I accepted the item as there was no guarantee that I would get my money back in any kind of reasonable time. All this despite the numerous phone calls I made to both the Dixon customer service as well as the Yodel couriers and the additional worry and pain of not knowing as to what was happening. Each time I was promised by numerous employees of Dixons that they will promptly look into it and have cancelled the order and the refund would be given as soon as the item reaches them !! ALL BIG LIES !!! Never again...I am posting this as a warning to anybody contemplating buying from them!!
I ordered a radio on Friday to be delivered on Tuesday before 10:30am. No dispatch email sent to me on Monday so in the evening I called them only to be told that they will only deliver on Wednesday, Thursday or later. I explained that I paid £10 for delivery on Tuesday but they did not care. They didn't even offer to refund the delivery charge as they missed the chosen date.
I decided to cancel as they could not deliver and who is to say that they will even deliver. They have already taken my money and I will have to wait for 3-5 days to get it back.
Dixons, Currys and PC World are all part of the same company so the service is just as bad regardless of which you go to.
Steer clear of them. Pay the extra and go to Amazon which is a reputable company who can actually deliver the goods.
The worst online service I have received. I ordered a camera for my son's birthday and was informed it would be with me in 3 working days. On the 4th working day I contacted the dixons hopeless helpdesk to be told that they were very sorry but the couriers had not tracked the order correctly and so it would not be delivered until what was 5 working days. I said that I therefore did not want the item as I would not recieve it in time for my son's big day. I was told that I would have to wait in for the courier's delivery and then tell them I did not want the poduct and that it would take over a week to recieve a refund! the call handler informed me that it took so long because the bank holds on to the money. This is rubbish. I work for a bank in ATM and POS systems and as soon as the refund is processed the scheme pay the money back to my credit card. It takes no longer than 2 days unless of course their acquirer is as useless as them.
Also between ordering the product and having to phone dixons, I did not receive a single email update. This is fairly basic stuff. Also the information they provide on their website under My Account is laughable. There is no delivery status or any useful information that I did not have already.
Lastly, because they let me down I had to take an afternoon off of work to ensure that I could get a camera in time. Thankfully I was able to get a suitable item from Argos which was very stress free unlike dixons.
I will in the future be happy to pay a little more to someone like Argos, Jessops, SCAN, EBuyer or Amazon rather than entertain the idea of purchasing from dixons, pcworld or currys. Hopeless!
If I could give a no star rating I would
I usually steer clear of the big electrical stores as they are expensive and not very customer friendly.
Until... my dishwasher broke down.
I did loads of research to find the best new model and was pretty surprised to find it was cheapest at Dixons.
It arrived next day and the delivery guys didn't batter an eye lid when I asked them to bring it up to the 2nd floor via a spiral staircase.
They even took the old machine away.
Great service. Will use again.
It was all going so well. Bought the product, good price, arrived (free delivery) on the day it was supposed to, only wasn't quite complete. They'd neglected to put one of the items on the deal on the truck. Not on the dispatch note either so clearly had never been there.
Unfortunately as soon as customer service became involved the slow decent down-hill began. First I was told that as the other item was smaller, it was dispatched separately. Not a word of this on the website or the email confirmation I got though. Then the story changed, it had been a mistake, it was supposed to be on the original truck but was missed off, fair do's, mistakes happen. "Can you deliver next Saturday" I asked, or perhaps send to a Curries / PC World for me to collect? Nope.
Apparently Curries and PC World are separate companies, well, maybe they are, but it's the same group.
Apparently they also don't deliver on Saturdays. In fact, it went further, it's "physically impossible" to deliver on a Saturday. I made the point that if I wanted to, I could find a courier who would do it in about 30 seconds, and offered to. Nope, can't do that either. I also questioned the TV I had just received on a Saturday, delivered, by them, are you sure you don't deliver on Saturday? Given that you just delivered on a Saturday this is not completely believable.
The conversation went in several circles, but the lady wouldn't budge, she "couldn't" get a Saturday delivery for the next weekend. Finally she relented and agreed to deliver to my local PC world.
A formal complaint followed on the basis that I'd watched them deliver on a Saturday about 2 hours earlier and this lady was clearly just being obstructive. They can. They did. She refused. Not a positive experience at all.
I purchased 3 DVD players which were listed as accepting SCART which they didn't. Customer Services were not prepared to send 3 £2 HDMI leads out, they would rather pay a courier to collect and refund me. I eventually contacted Currys (same company) and what a difference, they were helpful and understanding. They reembursed me for the leads (as I'd bought some by then) plus a little extra for all the phone call I'd racked up.
Use Currys, let your feet do the talking!
I ordered a dishwasher and booked my delivery date (this was for a Saturday 2 weeks later). I was advised the day before I was expecting delivery that I had to wait till the following Tuesday 10 days later. I rang customer services, the first person cut me off, the second said he would call back but never did, and the third purported to change the delivery to the Sunday 2 days earlier because I told the person I absolutely could not take delivery on a Tuesday. She (and her manager) could not book me a 4 hour time slot despite the delivery date being 8 days late, because I did not purchase one when I first ordered, but said they had made a request to the delivery team for a morning delivery. A delivery for Sunday (afternoon) was confirmed the night before but it turned out only to be a descaling device. I rang Dixons and was shocked to find out that the delivery was still organised for the Tuesday and all delivery dates are apparently only "requests". The conversation I had had been completely misrecorded by the customer services representative in the notes on my order. I cancelled the order as the next weekend delivery slot was 4 weeks after my original request (and 6 weeks after I placed my order). I was rung on the Monday to say the order was going ahead on Tuesday as again the later conversation I had was misrecorded, so I again had to call and cancel the order. I have to communicate clearly to do my job so I am confident it was absolutely not my fault. I will not order from Dixons again.
This is owned by the DSG group.
After Sales Customer service is legendary, for all the wrong reasons unfortunately.
I would have to be extremely desparate to shop there, as I would at PC World or Currys.
I would love it if DSG could work on their problems, but my experience has been pretty awful to date.
Recently, 4 days ago to be precise I have purchased "ACER Predator G5900-1 Refurbished Desktop PC". Basically I bought a computer to put it in short terms. I knew that it was refurbished so I didn't expect a perfect looking desktop.
However, just moments ago, I have received the product and when I opened the package and looked at the items, it was quite a horrible. There was a lot of dust at the top of the desktop, as well as on the sides of it. There were a few minor scratches (which I don't mind). What disgusts me the most were some kind of white stains on the sides of the desktop. Basically the computer has not been cleaned at all.
Now you may think that I was angry because of this, but no, because it would be silly to be angry about something temporary. What started to enrage me was the fact that the computer was broken in several places. The opening of the DVD was completely broken, the part where you are supposed to put your hard drive was broken as well, it did not close properly.
Now of course you may think that this wouldn't be enough to give 1*. However, when I tried to turn on the computer it did NOT turn on at all. Basically I couldn't even start the computer.
I was so angry at that point, so I obviously called the customer support to find out what should they do about this issue. Surprisingly I spoke calmly and very politely despite the fact that I was raging inside. I must admit, the staff have been quite helpful.
Firstly I had to wait 8 minutes to be able to talk to someone because lines were "busy". When I spoke to the person, he took some of my details and then transferred me to "Emily". She was the one who arranged the faulty product to be picked up at the specific date which I was satisfied with. At the end of the conversation Emily said that she would send me an e-mail regarding my new product (when it would arrive), as well as any other helpful information regarding the issue. However, she NEVER did send me that e-mail....
I ordered a Tom Tom satnav from Dixons a while back, I was told it would be 5 working days and it turned up in 3 . I was able to track the whole process. So I have no complaints. The website is fairly straightforward and offers quite a few bargains.
I only ordered a headset although your average Joe would still expect to be treated like a valued customer.
They claimed in the email confirmation to me that if your product wasn't delivered within the standard 3-4 days (which was £4 extra) that you should contact them. Not only was locating their contact number hard but their customer service was awful.
I am not sure if the representative was having an "off-day" like the rest of us do have, but I have a part-time job and despite the fact I am 16 you are still expected to drop it at the door.
Trying to gain information and rectify the issue was like trying to get blood from a stone!
I understand they may not be able to give me an exact date but perhaps a prediction? Furthermore, if they cant even suggest a date, their email confirmations should not be so miss-leading!
Coming up for 5 days down the line and I still dont have my headset!
Ordered an under counter fridge and tall freezer. Delivered on the day requested. Given a morning drop off time. Delivery men telephoned on the morning to give me a time and they arrived on time. They took away my old unit and also removed all the packaging from the new units. They were pleasant and quick. I could not ask for more. The units were also the best price I could find. I will definitely check Dixons the next time I need something.
I had no problems with dixons: they provided a cheap product and delivered the product intact on the chosen delivery day.
There were just several services that other appliance websites provide that dixons did not. Dixons did not contact me at any point (apart from confirmation email), which is fine but it is would be nice that there was an acknowledgement of the order by a person. Dixons also did not provide a detailed time slot, the best they could say was that it would arrive between 7am and 7pm, which is not convenient if you need to leave the house at some point. My final complaint is that when my washing machine arrived, they did not open and dispose of the packaging...
Like I said before, Dixons was good, and I think if it wasn't for having an outstanding service from other companies (appliancesonline.co.uk and appliancedeal.co.uk) I would have nothing but positive remarks.
This is the worst company I've ever dealt with online. The delivery time stated on their website was 10 days. After 10 days I submitted an on-line query and heard nothing back after a further 3 days so rang them. Because their system doesn't recognise my order id, which was sent to me in a confirmation email, it took me 3 attempts to navigate their labrynthine phone system and actually speak to someone. I was then told the item was out of stock and would be a further 10 days until in stock plus another 2 days for delivery at best. What a joke this company is - I wish I'd ordered elsewhere. In total I've been on the phone for 35 mins to sort this out and complain to them, plus the time for the online query (which was a waste of time).
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