DickSmith Poor Customer Service - update

Joyoz on 30/05/2013 - 12:05
Last edited 30/05/2013 - 18:43

Posted this on Whirlpool also.

Contacted Dick Smith via their online form on the 16th of May (2 weeks ago)
I never got a reply back about a price match so I inboxed their social media on facebook who never got back to me either.

I spoke to Customer Liaison yesterday who hold me they would need to talk to online sales team. I spoke to online sales team and was told to deal with Customer Liaison. Both promised me a call back and I have received neither. I asked to speak to a manager and was refused on the Online sale team line. When I asked for Head office's number I was told that was the Customer Liaison number. I spoke to someone finding the Head Office details on my own where I was proceeded to be told someone would be calling me back. No call back.

So I rang up Head Office again today and the receptionist on transferred me to Customer Liaison. I spoke to the same guy who promised me a call back and said it wasn't his decision to make yesterday. He did not know who I was and I had to remind him which person I was and then he suddenly said we weren't able to price match but couldn't answer why I wasn't contacted to be told this then. He then said someone would get back to today which likely means no one followed it up. It's not even about the price match anymore. I spoke to Head office once more who said there was no Managers, No executives and no one else on that I could talk to.

I wish I could return everything I bought recently. The woman at reception agreed it is a ridiculous that no one could get back to me or even give me an answer. In the meantime if I had gone to my second closest store it would've been cheaper than the pricematch which I would've gone and got if I had been told the other was or was not acceptable to be matched.

OUTCOME UPDATE: No price match for it nor in store however I do get cost price on my next order.

General Discussion

Related Stores

Dick Smith / Kogan
Dick Smith / Kogan
Marketplace

Comments

  • one man clan on 30/05/2013 - 12:16

    I never understand why people get so upset when a store won't price match. Did you comply with their price matching policy: http://dicksmith.com.au/help/price-matching-content ?

    Why didn't you buy it from the second closest store if it was cheaper? Or buy from the store you're trying to price match from? Why wait two weeks for an answer from Dick Smith?

    • Joyoz on 30/05/2013 - 12:29
      -1

      Not even about the price match anymore. It's the fact they said someone would look into it after noone replied for two weeks. They also informed me that even if I was to do click and collect they would not match anything and nor allow someone to do click and collect in-store even if I did find an acceptable price match. I would have to do it in store and that the online prices don't match in-store prices so if I found a price in-store they would no match it even within DSE. No one has stated they would not accept it only the guy today after he said someone else would have to look into yesterday as they could not find the original email I sent even though I got an automated reply.

      I spoke to the Facebook team who said they would look into it which was before 2 weeks. I waited 3 working days not including weekend and then contacted the Facebook page and was told someone would look into it and get me a reply.

      No one replied. Just playing palm me off to the next person.

      Other store didn't do the cash back offer. Neither store advertised the cashback off on the product. I wanted to get it delivered as it would be easier for me. Also after speaking to DSE FB the item has been removed and apparently discontinued but still in-store.

      It would just be nice to get a call back as promised by 3 different areas of the company as well as the facebook page. None of which followed up to give an answer.

  • nige0090 on 30/05/2013 - 12:59

    I once tried to sort out a problem with the DSE customer liaison. I called the same liaison CSR every 3 days or so, he promised the sales team would call me. Repeat every 3 days for about a month when I just gave up and stopped calling.
    The sales team never called me. The liaison never followed up. The liaison should consider getting a new job.

  • Joyoz on 30/05/2013 - 13:15

    Sent a copy of my post to Dick Smith Facebook and I instantly received a call. The lady who just spoke to me said she's just been hired and that's because the Customer Service isn't what it should be and said she can see I am being palmed off.

  • grasstown on 30/05/2013 - 21:19

    Never buying dse again.

  • marquise on 21/05/2014 - 13:07

    Same experience as you. Bought a multifunction printer and tried to price match after purchase (many places ~$100 cheaper). No dice.

  • marquise on 27/05/2014 - 02:08

    Update: The person I spoke to on the phone wouldn't pricematch. Then I wrote an email and a few days later I received a response that it was approved. Received refund of difference a few days later. So I'm happy now. But getting Dick to pricematch is not the easiest. I won't be buying from them with any confidence that they will pricematch later. I will have to make sure I'm happy with the price I'm paying at the time.

Login or Join to leave a comment
Login Join