Victims of Dick Smith

Llousy on 02/07/2013 - 15:41
Last edited 10/07/2013 - 14:52 by 1 other user

Hi all. I'm just wondering if anyone else has lately bought online from dick smith and had a horrible experience ?
I'm pretty upset about it, not sure what to do next and so thought might share my experience here.

On 17 of June I bought a garmin GPS recommended by fellow ozbargainer.

I checked the thread a few days later and was alarmed to note that many people did not receive stock.

I checked my order and there had been no progress.

I started calling their help line. First time a call centre picked up. Said they couldn't find my payment. Hung up said they would get back to me.

Another few days went by. I wrote two emails asking where my item was. Nothing

The next day I tried all morning calling their help line. No response.
I then went into physical store to follow up. They said they couldn't help but also tried the online sales helpline. No pick up.

They took down my details and promised to be in contact. Nothing. I also followed up with another email to their feedback department. No response.

Then yesterday 1st of July I went on their Facebook page to have a rant. I got a response saying they would call me.
No call received. So I rang again. THEN they cancelled my order , used the excuse EXPECTED FRAUD. And then claimed never to have received my money. This is a complete lie as the ozbargain thread clearly indicated they actually had insufficient stock and yet still took customers money anyway.

I emailed them screenshots and receipts confirming money had been taken from my account all for naught. They are now completely ignoring me! Called again today. Waited on the phone for more than an hour with no response.

Update: I received refund of Paypal payment by placing an "item not received" claim with Paypal, NOT DickSmith.
On the 3rd of July I received a one line message on Facebook stating a replacement gift card has already been posted. No reference, no confirmation of address. To date nothing received.
I finally received a response to my email complaint to their feedback department which was "your issue has already been resolved".

General Discussion

Related Stores

Dick Smith / Kogan
Dick Smith / Kogan
Marketplace

Comments

  • pax on 02/07/2013 - 16:18
    +2

    http://www.accc.gov.au/consumers/complaints-problems

    Companies start taking you seriously when you go through the established legal process.

    • [Deactivated] on 02/07/2013 - 17:42
      +1

      Yep, if they won't respond then don't hesitate to complain to your local comsumer affairs org and/or the ACCC. The more examples they have the better they are able to react.

      Here's what the ACCC sent me in regards to a similar problem I had with Woolworths Online:

      "The Australian Consumer Law prohibits businesses from misleading consumers. It also prevents them from accepting payment:
      if they do not intend to supply
      if they intend to supply materially different products or services
      if they know, or should have known, they would not be able to supply the products or services in a timely manner.

      Please see page 10 of Avoiding unfair business practices http://transition.accc.gov.au/content/index.phtml/itemId/964… for more information about wrongly accepting payment, and our website for more information about the ACCC.

      give them

  • cloudy on 02/07/2013 - 16:48

    sorry to hear ur experience, sounds really crp, sounds like my experience with the commonwealth bank actually.

    It seems when they (or any large company) have no idea whats going on, instead of admitting it, they just push people around in circles instead of investigating the issue and sorting it out.

    My sister bought the cheap as chips 64gb 3 for circa $350 and she said eevrything went well. She paid a deposit in store coz they had no stock, and promised to get some stock in a few days, which they did and she picked it up.

    Hope you get ur problem sorted soon.

  • kabigon on 02/07/2013 - 17:54
    +2

    Dick Smith customer service seems to be pretty average from what I've read on here over time (I know negative experiences will always be highlighted more than positive experiences but still..). Order something and it goes smoothly, no worries, but when you have to contact them it's a huge pain. They definitely seem to take a (un)reactive rather than a proactive stance e.g. tumbleweeds when responding to PayPal disputes. Here's one experience I had.

    I've got 50c owing from the ModNation Racers deal because despite saying they would refund money, they seem to have forgotten that purchases made on gift cards can't be refunded. I won't be chasing it up..

  • ryudo222 on 02/07/2013 - 18:46

    On June 7th I had placed orders on various games, they said it was on backorder and not be receiving stock, so I called up to cancel and they said they only do refunds for paypal on friday which is freaking stupid…..anyways 2 Fridays past and nothing…..

    • lousy on 02/07/2013 - 19:21

      Lucky you paid with PayPal. File dispute immediately with PayPal saying item not received. You only have 45 days from payment from what I remember.

  • arcticmonkey on 02/07/2013 - 20:22

    Submit a consumer complaint video to The Checkout: http://www.abc.net.au/tv/thecheckout/futube/

    Usually these get results after they have aired. Dick Smith was even featured once.

    On second thought, the next season of the program may not get to air if Abbott gets in and privatises the ABC.

  • moocher on 03/07/2013 - 17:19

    @lousy, sorry to hear about your experience. 'Expected Fraud' when you used Paypal…???

    I'm one of those who have had problems with their orders for the seagate expansion hard drive deal. The common pattern seems to be orders paid via PayPal.

    I found it hard to get through their phone support. On Monday they told me that they had escalated to their accounts department and will get back to me within 48 hours. That didn't happen. Today another person said that they will get back to me today or tomorrow, but I'm not holding my breath.

    Like you, also I posted on the DSE facebook page and told them about the issues and pointed them to the hard drive deal (as others have the same issue). It looks like they just unpublished my post without any response. There seem to be quite a few unhappy customers posting there as well.

    Hope you'll at least get your money back from PayPal.

    • lousy on 03/07/2013 - 17:38

      Thanks , at least I hope other oz bargainers can be wary. If I had known than I could have saved myself a lot of time money and hassle.

      Update: I got most of my money back by lodging a PayPal dispute. I think goodbye to the gift card balance.

      Also the expected fraud line was just an excuse to enable them to cancel my order … I'm very certain they didn't have stock of the item. Especially after the suspected fraud cancellation came on the 2nd of July after I posted to their Facebook. I had already made payment on the 17th of June.

      Oh and in response to my Facebook post they wrote to "respect my privacy" we should continue via pm. They later went on to say in the PM because they didnt want to make public they had cancelled my order due to "expected fraud" … What the. Guess I was supposed to be thankful or something ??

  • Corey on 03/07/2013 - 17:52

    I am having the hardest time getting a refund from them for two xBox games they no longer had stock of. It took them 10 days to notify me that they no longer had stock. They notified me with an email that told me to call them on their 1300 number for a refund or alternatively I could email them. They didn't give me an email address to do this, and the email they sent to me was from a noreply inbox. They didn't include my order number in this email either.

    Over the course of the issue I have called them FIVE times to get this resolved, totalling 3 and a half hours of my time.

    The first call I made to them, the guy on the end of the phone said that he could not personally process my refund today but would send an email to have it done and I should have the refund within a week. After that lapsed with no action, I called them a 3 more times with promises to have call backs so I didn't have to wait in their EPIC queue. The 4th time I called, two days ago, the girl on the end of the line said the refund was processing but "something wasn't quite right" in their system so she would get someone to call me back the following day (yesterday) so I didn't have to wait in the queue. No such luck.

    This evening I called them again and spent over 50 minutes in their queue waiting for my call to be answered. The guy on the end of the line was a little more helpful and admitted that they have been backlogged with refunds and have processed refunds up to and including the 18th of June.

    Further looking into the issue, he also conceded that my refund was never sent to the appropriate department, there were no notes stating that this had happened either, and when looking for a team leader to escalate the issue there was not any available. After further faffing around and stalling on his end, taking details for a message to get sent off, leaving notes and so on, his team leader was magically back. My issue is now in the team leaders hands and will be sent off in the first batch tomorrow and I should get notification that the refund is pending. He said if I don't get an email tomorrow, call back.

    I will give them til Friday evening and if there is still no joy, I will be opening a Paypal dispute and making a complaint to the relevant legislative bodies.

    Also FYI…apparently they do not give out reference numbers there. The order number is all you have, and if the consultant hasn't put notes against your order number, tough sh*t apparently.

    • lousy on 03/07/2013 - 18:36

      Sorry to hear your story; just remember to do the dispute within 45 days! I generally have much better experience with paypal - I would also like to confirm that each person I have managed to have contact with at Dick Smith were completely inconsistent with one another. There seems to be a complete break down of any adequate systems or lines of management in place.

      First guy told me he could not find my payment.
      Second person said they would cancel my order due to potential fraud. Same person told me never received my payment then continued to ignore my evidence to the contrary.
      Third person said I should wait 4-5 business days for a refund. Total amount to be refunded including gift card balance.
      Fourth person said that they would refund me paypal amount - it would be refunded "automatically" they said, and that the balance they would send out a gift card for. (yeah right). No reference number. No ability to send confirmation email to confirm refund made. No confirmation as to where the so called gift card would be sent to…

  • grasstown on 03/07/2013 - 18:54

    your experience sounds exactly like mine. i should make a complaint myself. its like hitting your head on a brick wall, you just know each time you call them its gonna cause great pain. i didnt call them until trying to resolve it by email. i sent 4 emails over a month, all ignored. i rang up. they said its not [email protected] but [email protected]. i sent another email. again ignored. i rang. they said they are having problems with their emails. i decided to raise my issue by phone. they said it was an instore only offer. i disputed. they said they would get back to me. never called me. i called again. they said they would send me the online bonus. never arrived. i called again. they said it would be at my post office. i checked. it wasnt. i called again. they said they would investigate and let me know. i complained that they have shit service and need to fix their emails as it is painful having to call them. they said that the email is fine and has always been fine and never broken. i didnt get a call back. in the end it arrived by mail, dated/sent when they said it was sent. but never once did they call and never once did they reply to my email or follow up emails. never again.

  • Agatha on 03/07/2013 - 22:17

    Wow, nice and sad at the same time to know we're all in the same boat re lousy Dick Smith customer service.

    I took a mulligan on mine and decided it wasn't worth my time or stress to continually chase them up regarding a mistaken double online order that the store wouldn't take back because it wasn't their stock and I couldn't send back etc etc. Ended up with excess Surge Protector Powerboards which I still have in the box….

  • Forfiet on 03/07/2013 - 22:44

    I had a issue with that cat 6 crossover cables deal where their site doesn't record the order but my paypal payment has gone through. Opened a dispute, they reply back and say they are ready to ship IF i close the dispute. I reply to them to provide me a tracking no/ or order number and fix my online account to reflect this, then I will close it. Hopefully i get a decent response.

    • lousy on 03/07/2013 - 23:47
      +2

      Just be careful. Once you close the dispute you are on your own with PayPal… No chance of claiming refund through the dispute resolution method if things go pear shaped … (I think those are the rules)

      In fact I personally probably wouldn't close it until the item was in my hot little hands. Additionally I can't believe they would ask you to close the dispute before they have even shipped your item. I had a similar thing happen on an ebays deal where I didn't receive item. Seller kindly posted me another. I closed dispute after receiving item… Just in case!

    • Tihocan on 02/01/2015 - 12:28

      Wait - is that legal? Holding your item at ransom for closing a current dispute?

  • unity1 on 04/07/2013 - 02:24

    Don't you love it when you call their online team and you get the message that you will be next to be answered. Once I was on hold so I called up on my mobile and got the same exact message. What a blatant lie.

    I had a similar problem with unanswered emails, call backs which never happened and so on. I eventually got through to a helpful gentleman at head office who immediately processed my refunds. He also mentioned that it was untrue that paypal refunds only get processed on Fridays.

  • moocher on 04/07/2013 - 18:02

    Just spoke to a DSE support person. He was very helpful and honest and admitted that Dick Smith has had a huge problem with PayPal payments since Wed 26 June 2013 and has disabled PayPal altogether for online orders. You can see from the website that they only accept credit card payments now. As suspected, it is a huge issue and still hasn't been fixed after more than a week. PayPal is very much aware of the issue too.

    He admitted that there were multiple problems with the new system. Not only do they have problems with PayPal integration, they also have an issue with their ordering system so the support staff can't even manually put in a new order at the same price. No ETA on when the problems will be fixed.

    • ruttager on 05/07/2013 - 10:28

      Has anyone had there credit card purchase refunded? I have been on the phone (when I can get through) with them for the past few weeks and still no refund. I may have to do a CC dispute :(

    • moocher on 12/07/2013 - 09:32

      Just an update. I filed the Paypal dispute and escalated to a claim a week ago and got the refund today. So turnaround is about a week.

      • Forfiet on 12/07/2013 - 16:23

        Just an update. I filed the Paypal dispute, never even went to claim they refunded it in the same amount of time…..But I wanted my cables :(

  • besmirched on 05/07/2013 - 11:15

    Order a couple of seagate 3tb portable hd's and a heap of cat 6 network cable via paypal last week. Confirmed it is a big balls up. Received some of my cat 6 cables today but apparently the hd's are out of stock and they are waiting for resupply.

  • [Deactivated] on 05/07/2013 - 17:56

    Unrelated to dick smiths but I got charged twice at a Caltex servo awhile back. I used the chip on my debit card and put my pin. Then while the screen says processing, I pulled the card out and the lady said I had to do it again because it didn't go through. I thought "hang on a minute, I do this all the time at big w and the screen always says approved". So I did it again because maybe its different at Caltex.

    Once I left, I immediately checked my bank transactions and I did get charged twice. I went to the commonwealth bank and filed a dispute and the person told me to go back to the servo first and sort it out. So I drove allll the way back to Caltex and the old bag told me its no her fault and its a system error. She refused to refund me. I didn't want to argue with an old lady but being soft as I was, I went back to the bank and even the bank lady said that was wrong.

    So the commonwealth bank filed a dispute and it took 3 weeks to get my $15 back.

    Yes, $15. Not happy seeing that I probably spent half of that just going back and forth to the bank and servo.

    • tdw on 05/07/2013 - 17:59

      makes you wonder how many other people got charged double but didn't realise or couldn't be bothered disputing it..

  • ruttager on 09/07/2013 - 15:04
    +1

    Finally got my money back, took them 3 weeks from when I first called them up. At lease that saga is now over.

  • altomic on 09/07/2013 - 17:18
    +2

    send them an account for the refund of the item plus costs for the time you have taken to continually contact them.

    list the dates and times you attempted contact.

    bill them in 6 minutes units.

    put payment terms on it. eg payment within 5 days gets a 10% discount.

    state that if payment is not received within 30 days then their account will be escalated and steps to recover the money will be made.

    send them a reminder account in 15 days with added costs to your time.

    keep ringing them and increasing the bill.

    send it to their accounts department. your reference is your order number.

    it's rude and unprofessional that they are making you jump through hoops to get your money back and that they could be honest with you regarding the transaction.

    make it fun for yourself. maybe this exercise is pointless and childish but hey.

  • JohnsenCo on 12/07/2013 - 18:27
    +2

    Similar thing happened to me a few weeks back. Ended up taking almost 3 weeks to get my money back ($299) and 5-6 phone calls.

    After purchasing their Nexus 7 on Wednesday I'm still yet to receive a tracking #. Rang up today for the 3rd time and finally got to speak to their Aussie customer service, seems they're out of stock and on backorder. New stock is arriving next week. Getting the same feeling as I did before (about to get screwed over, again) however this time I'm doing what altomic suggested, and will be following through with it along contacting the ACCC.

    Seriously, it's almost like a license to steal. Imagine the amount of money they have from us in regards to deals where they don't have stock, but will continue to let the deals run and accept our orders and payments. It could be hundreds of thousands of $$$, if not more, sitting in their bank account, earning interest while we get F'ed around for 2-3 weeks trying to get a refund.

    I'll be making sure I also send them a bill for loss of interest, no matter how little it is.

  • Genericusername63 on 23/10/2013 - 20:57

    I have had the same issue with Dick Smith re the purchase of an $1100 tv. Attempted to cancel the order 7 october 13 and since then they have attempted to deliver twice and each time I call they say the order has not been cancelled. When I ask for the supervisor I am told there are none there at that time. They say they will have an accounts officer contact me, no calls.

    I am a solicitor so have had a considerable amount of involvement in these types of matters. I have today sent a formal letter to DS to cancel the order and issue a refund within 3 days and to issue a formal apology, failing that I have put them on notice that I will lodge a complaint with the ACCC. If that does not prompt DS after that I intend to commence proceedings for the recovery of my money, time, costs and interest.

  • Polygirl005 on 24/10/2013 - 13:22
    +1

    I have noticed that buying online is becoming increasingly more problematic. I never had a problem until Christmas 2012. Vendors who are only agencies, goods being sold in Australia but having to come from overseas, misleading information. Just recently 3 unrelated eBay purchases just went missing for 2 weeks. Turned out it was for separate reasons, one was a bit of a delivery scam (overseas, out of stock goods) and the other was an Australia Post error, tracking just disappeared for a week. These incidents are indications that more and more vendors are coming online and we need to take more care in reading all the fine print before buysing. Ultimately I would like to see Feedback ratings on every online Vendor, clear listing of where stock is located, and the ability to read reviews at the point of sale. It won't improve, it will get worse, my antennae are "up".

  • Forfiet on 30/10/2013 - 10:52

    I purchases the phillips soundbar recently ( http://www.ozbargain.com.au/node/119303 ) and I have noticed that their online system "seems" to be working fine (When I ordered the CAT 6 cables I posted about earlier, their account system says First Name-Last Name and failed to show my current order) and I managed to receive my Item without any hassles. Sad to see people here still having trouble though.

  • Naimish Samuel on 21/11/2013 - 22:21

    Oh dear, this is rather worrying reading these comments. I too am having similar experience with Dick Smith. They emailed me saying my order was sent and that it was on the way, but the delivery service Star Track said they received a sticker to slap on the package but no package had arrived. We called DS and they said they didn't have the item in stock. Yet they had charged my card.

    8 business days later, no change. So another phone call to DS. We were told they'd have someone call us tomorrow. But I suspect that is not going to happen judging from the trend. We shall have to see.

    I have been around long enough to know this kind of a thing usually means the business can't pay their suppliers and are about to go under.

  • loki niflheim on 24/12/2013 - 16:51

    Use this link if you're in Victoria https://online.justice.vic.gov.au/cav-forms/generalcomplaint….

    I'm having big issues with DSE at the moment, wasted 3 x 1.5 hours of my life being on hold with them, one of them where they put me on hold and then hung up.

    I've asked them to cancel my order and refund. I've also filed a formal complaint with Consumer Affairs Victoria to flag the issue.

    I've had enough, last time I'm buying anything from DSE Online.

  • Prettyinpink on 24/12/2013 - 18:58

    The last part reminds me of Witchery.
    You email them. They either NEVER reply or reply with one sentence- "we have answered your question."

  • helloeatty on 14/01/2014 - 15:33

    I have the same issue with DSE online

    Their online sale team never answer your calls and only reply the email only if I threatens to make a formal complain to ACCC

    The worst of the worst DSE

  • QNathanus on 01/04/2014 - 20:02
    +1

    An old thread, but I have just been through the worst dealings with DSE Online. I have to say I have much better dealings with little chinese dealers on Aliexpress than this national company.

    I was particularly annoyed that they seem to make no records of phone calls, so every time is like the first.

    From my experience avoid DSE Online.

    • cdaddy on 03/04/2014 - 07:38

      Yep my Aliexpress purchases came quicker and they came on a boat from china…..

  • AMLagonda on 03/04/2014 - 03:11

    Still haven't received my Eneloop batteries and charger from this deal…

    https://www.ozbargain.com.au/node/135849

    Sent them a facebook message and was told they would look into it, but I think that was a lie.

    https://sttrackandtrace.startrack.com.au/?txtConsignmentNumb…

    I suppose I should cut my loses and try to get my money back but I dont think thats even possible :/

  • rooon on 28/05/2014 - 12:56

    DSE now changing Exclusion Terms & Conditions on the fly.
    https://www.ozbargain.com.au/node/146010#comment-2013680

  • shars on 08/07/2014 - 15:29

    Created an account just to spread the word about their ebay page being terrible. I bought a simple piece of electronics early in June during one of their 'sales', and here we are in July and it still isn't here.

    -buy item that's well in stock
    -expected delivery ~7days
    -sent request for tracking number
    -no response for a week
    -finally get replied to and they haven't even sent it out!
    -another message another week
    -said it had been shipped, but won't give invoice or tracking number
    -another message another week, and tried ringing online help to no avail
    -new message said item wasn't actually shipped but is being shipped now
    -another week and I opened up a paypal dispute
    -next day: oh it's actually being shipped NOW, we promise!

    What's the bet that it arrives and I'm mystically not at my residence, so I have to go pick it up myself anyway?

    Funny how I've received multiple packages from HK and the US since then, but a simple package from a Sydney warehouse takes so long.

    My advice? It's not worth the hassle. There are foreign merchants who can match their prices and actually respect your money, meanwhile while I'm still waiting for this goddamn tablet.

  • Rupture on 11/07/2014 - 11:18

    Yep, chalked up my second bad online experience with Dick. 2/2 miss ratio here. Just spoke to them regarding an item purchased on the 30th of June. Lady had no idea what was going on, said it was 'odd'. She called the warehouse and apparently it was 'awaiting consignment', followed that up with that they had no available stock. No communication whatsoever on their behalf though regarding this. Why on earth should a customer need to actually enquire to get basic details about an order?! She apparently got another warehouse to allocate stock with an updated delivery of late next week, but I was also told I'd get an email confirming this within 10 minutes (and it's since been 45 mins) so I'm actually expecting that I'll need to hassle them again next week. I definitely won't be ordering online from these guys again, absolute joke of a company.

  • funkyrx on 12/08/2014 - 20:45

    Purchased 2 x items from dicksmithonline ebay store. Havent' received items almost 8 weeks on. Dick won't respond to contact.

    25/6 - Purchase date
    14/7 - marked as posted
    … - sent 10+ messages via ebay and directly through website contact form. No contact. Not even once.
    12/8 - still not received.

    I should have checked their feedback prior to purchase. 500+ negative, most related to wrong item or item not received.

    Avoid DSE. No customer service. No product. No money.

  • Brendoo on 02/09/2014 - 04:39

    I totally agree with the horrendous customer service of Dick Smith. It is the worst I have ever experienced in my life.

    I bought a large screen Panasonic TV 1.5 weeks ago on-line. It got delivered ok (although during the delivery process they provided an invalid tracking number and would not give me a correct one, I was ignored completely).

    My main issue is that the Invoice/Receipt I received was incorrect (correct order/item/price etc, but had an incorrect name/address on it - of someone else). For warranty and proof of ownership purposes I want the correct name/address on my Invoice.

    I have contacted them 4 times in the past 1.5 weeks but after an initial response that they will look into it, they are now not responding at all and just totally ignoring me. I have never ever seen anything like this in my life, I am shocked at how bad their service is and what total disregard they have for customers. Seems once they got the huge sum of money from me they could not care less about their obligations to provide a correct invoice/receipt.

    I will give them until the end of this week (I think more than 2 weeks is a reasonable time frame to expect a correct receipt for my purchase, right?).

    I'm not sure where to go to after that? Should I try to get a response from management at their corporate office? Or would that be a fruitless exercise? (maybe that is where the horrendous service stems from?).

    I am in NSW, should I take this up with the Dept of Fair Trading and put in a formal complaint against Dick Smith so I can get a correct Invoice/Receipt for my purchase? I presume there is a law that states that I am entitled to a correct Invoice/Receipt when I buy a TV (or anything) from a retailer. And if there is a mistake I should expect a corrected receipt within a reasonable amount of time?

    Does anyone on here work at Dick Smith? Do they know if I can walk into a store and explain this and have the store correct the Invoice/Receipt and re-print it for me? I'm presuming not, my experience with Dick Smith retail staff in recent years has been on average really bad, basically similar skill level to staff at K-Mart or Target.

    One thing I do know, I will never shop at Dick Smith again, this is the last straw.

    • SirFlibbled on 02/09/2014 - 08:54

      I'd take it up with the Office of the Australian Information Commissioner. They've released someone else's details to you and most likely yours to them. You've made an attempt to rectify the problem with no response. The OAIC might investigate for you and put a rocket up them.

  • [Deactivated] on 30/09/2014 - 13:51

    Putting various complaints in the DSE via contact forms. Also have made complaint with ACCC.

  • Blurry on 10/10/2014 - 15:54

    …I think i jinxed myself when i said https://www.ozbargain.com.au/node/163589?page=1#comment-2282… on October 2…

    Looking at my order from 30 September for a few PS4 pre order games (1 of which was released yesterday) no delivery notice or tracking that anything has happened since taking the $200 out of my paypal…

    In fact, i told a friend the day after i placed the order about the deal and he placed an order for 1 of the same games - which he got yesterday - the day the game was released!

    My order status is still Processing after 11 days… No reply to emails, 2x 65+ minute phone calls to 1300WeDontCare and nothing has changed… Perhaps the foreign call centre staff that man dicks phones have such huge queues of callers waiting because they struggle with the English language…

    If i ever pre order anything else every again from dodgy dicks - i will make sure to place separate orders for each pre order, as Mr Blahmahmabanannaramma kept telling me on the phone that they are waiting for all of the items to be in stock before sending - Sweet! That means December then… Maybe they miss the point of PRE ORDERING…

  • TRENT86 on 12/10/2014 - 05:11
    +2

    I don't know why people expect things delivered in a couple of days. retailers have no control over things like transport delays so at times it will take a lot longer and others it will be quick

  • JR63 on 12/10/2014 - 14:02

    Every time I've had a problem their Online Sales call centre has been useless. I've always had my problem resolved if I called through their head office on (02) 9642 9100. Sometimes they'll patch you through to the call centre, but insist you've talked to them already and they haven't helped, and you'll normally get put through to someone who has more of a clue.

  • seedy on 14/10/2014 - 12:06

    See also my thread https://www.ozbargain.com.au/node/161355

  • [Deactivated] on 14/10/2014 - 12:14

    i only have positive things to say about dick smith. i find even their customer service great. Granted, i have emailed them a few times and had no reply, but if you message them on facebook they're really helpful and prompt in replying.

    • Horrendous on 01/01/2015 - 12:50

      What Facebook is it? I have requested a refund using the feedback form and tried calling Dick Smith but no-one acknowledges. I think it may depend on the store too. I have found some stores to be friendly but my family and I were verbally abused by a salesman for merely requesting a refund.

  • kenl0000 on 05/12/2014 - 09:15

    My customer experience wasn't too great.

    On 18th November I put in an order for a 7 inch tablet, online. I'd thought I'd get in early for Christmas. I got a confirmation that the order was being processed and so I waited for the invoice.
    7 days later on the 25th of November I received an email informing me that my order was cancelled and that I was locked out from using my credit card on their online shop. This had me worried so I contacted Amex and they informed me that my account was OK and that my credit was good. I then applied to Veda for a credit report, thinking that I may be the victim of identity theft. Subsequently that was also OK. So at this point I was puzzled.

    On 27th of November I contacted Dick Smith online. The girl couldn't tell me why I was locked out but couldn't do anything to re-instate my status. She gave me the number for head office in Sydney. I contacted head office the next day and the lady said that this was a common occurrence. She then passed me onto another girl who then inspected my cancelled order. She also couldn't re-instate my access to the online shop but escalated the issue to her supervisor or manager (sh didn't tell me who).
    However she did resurrect my order but said that I would have to pay using PayPal. I said yes and she then siad that an invoice would be emailed to me, instructing me with the PayPal details — OK. This would take 24 to 48 hours.

    On the 2nd of December I hadn't received any email so I emailed the same girl again. She immediately emailed me back and stated that she had escalated my case and that I would receive the invoice within 24 to 48 hours

    On the 4th of December, having not received any email, I emailed the same girl twice — both time unanswered.

    I'll try again next week, but I'm beginning to lose my patience :-)

  • tam5000 on 21/12/2014 - 16:04
    +1

    I have had the exact same problem. Ordered online through Ebay showing 200 TV at a certain price. I ordered well within that band. Star Trek inform me they have my TV locally but won't release it until DS say so. Why? I paid for it and I want it. Its been showing as ready since 3 December 2014. Numerous polite calls to DS online team but all i get is it is escalated. I ask for a supervisor and both times I get told none available and they will get someone to call me back. Nothing. I do not understand what the issue is?

  • Horrendous on 30/12/2014 - 14:27

    Does anyone know of a direct contact number for Dick Smith Head Office other than the 1300 number you can't get onto?

  • markpace on 01/01/2015 - 16:14

    It's really simple. DONT BUY FROM DSE.
    There is good guys and JB who are both excellent and always helpful.
    I enjoy buying from both these places at Castle Hill as the staff are brilliant as ell as prices.

  • Online B on 22/04/2015 - 12:12

    I ordered something online for my daughter before school holidays, delivery (from Sydney to Sydney) was 4 days ETA via courier, item was in stock. The holidays are over and over 4 weeks has passed and no response.

    If you call you get a few options: Dial 1 for online, Dial 2 for in store, 3 for product support, 4 for Dick smith repairs, 5 for commercial. If you dial 2, it takes you back to the main menu to start over! If you dial 3 - it says leave a message will call you back in 2 days (guess what? They won't!), if you dial 4, you get cut off (beep-beep-beep), if you dial 5 you get "this number is disconnected". There are no other phone numbers. Even tried their investor site to try and get the CEO. So I dialed 1 - it goes to the Philippines fulfillment centre - every time I call them they say it will be delivered today or tomorrow - 4 weeks later - they keep on saying the same thing "it was approved yesterday, we are ready to ship" They promise to call me back - no response. I have tried to speak to a supervisor - same story - parcel is in the mail - it is a priority. I tried to escalate above supervisor. They put me back to the switch board. I called a store - they gave we the main number. I have written 8 emails - no response. Called them about 16 times. Disappointed my daughter.

    Please please please - do not buy from Dick Smith. Please don't be duped by the once decent brand. They don't sell Australian (if that's why you chose them), and they run this business out of the Philippines. Vote with your feet and buy from a shop in China - you will have a better experience.

  • frysie on 22/04/2015 - 12:18

    toll is shocking… im currently waiting 4 days to get an item 4 suburbs away…

  • jamesvtre on 13/05/2015 - 18:18

    i made an online order for a telephone cable from dick smith because it was on sale and selected the click and collect. Called the store to find out order was cancelled as no stock and money was refunded. Checked my bank account but nothing. Luckily it was only $3.79 I have lost more money than this from dodgy online sellers.

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