Trouble securing a refund from Dick Smith

ThisJustin on 13/01/2014 - 13:49

Hi all.

Early last week, after exchanging several emails with Dick Smith (DS) trying to determine the status of my order, I was told it couldn't be filled because the item was discontinued. Putting aside the fact neither of the items I has purchased are "discontinued" I choose to request a full refund. In total I've sent 4 emails concerning the refund, none of which have been responded to and I have also tried to call their "online sales team" number twice. I was put on hold for so long I just gave up and hung up.

The complete lack of communication after requesting a refund is really frustrating me and I don't have time to sit on the phone all day waiting to talk to someone (I have various responsibilities which make sitting on hold simply impossible).

I am just looking for some advice on what I might be able to do to get their ass into gear and provide this refund. Should I open a dispute in the PayPal resolution centre? Email again threatening to do this and/or contact ACCC? The amount of money isn't an amount I want to just cut my losses with so please don't suggest that

tl;dr - DS is ignoring all of my requests for a refund of an order they couldn't fill. Options?

Thank you.

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Dick Smith / Kogan
Dick Smith / Kogan
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Comments

  • PresidentClinton on 13/01/2014 - 14:05
    +1

    Call your bank and say you've tried resolving the issue. They will be hit with a fee for the chargeback. Money talks much louder than words.

    Good luck :)

  • npc on 13/01/2014 - 14:12
    +4

    PayPal dispute system works perfectly. Suggest using it straight away if you have any minor concern about seller. And it doesn't matter whether seller is DS or a guy from HK.

    • iseenya on 13/01/2014 - 16:23

      Totally agree - my experience has been that opening a dispute immediately is a good strategy if there is any apparent problem with a PayPal transaction.

  • goosegog on 13/01/2014 - 14:28

    Definately contact Paypal + your bank. ( don't forget though that Paypal only gives 45 days to register a claim )

  • ThisJustin on 13/01/2014 - 15:48
    +1

    OK. I have put in a claim with the paypal res. centre. I'll keep you updated on the outcome.

    I appreciate the replies :)

  • ThisJustin on 14/01/2014 - 17:33

    Over 24 hours, no response from DSE.

  • Geewhizz on 15/01/2014 - 07:56
    +2

    Just escalate the paypal claim and give the reason for doing so, ' no communication from merchant.' Get it over and done with. Until it has been escalated, DS has the opportunity to procrastinate for, I think, something like 60 days.

  • ThisJustin on 16/01/2014 - 14:38

    OK. So I escalated it. Paypal is saying they (DSE) have until the 25th of Jan to respond. I think that would make it 10 days. I take it that is the usual amount of time Paypal offers the seller to respond?

    This whole thing is kind of a shame. I used to shop at DSE quite a bit, this experience has left a really negative impression of their service. Of what should be basic customer service. I think they've pretty much made my shit list. Talking to a few friends over the weekend it seems this kind of crappy service isn't isolated.

    • Tal_Shiar on 17/01/2014 - 02:20
      +3

      Personally, I only buy from dick smith when I can take it home then and there. These incidents aren't isolated at all…

  • tramperleo on 16/01/2014 - 23:28
    +2

    Same here, ordered $400.00 product 2 weeks ago, just nothing to be delivered the following week. After many email communications and got answer 'discontinued'. Then trying to get money back in these 10 days. Just suddenly no longer anyone reply to me since I asked a refund. It seems they ignore any refund request. They just take the money in and never give the money out. Even they cannot give you products, they still want to keep your money.

    Lucky you guy paid by paypal. But I paid by gift card. I know a long term fighting just waiting for me as I once experienced with Harvey Norman's 12 weeks fighting. I was a loyalty Dick Smith customer after fighting with HN, thousands of dollars every year. But will never back again!!

  • CI on 17/01/2014 - 00:22

    Hey I can pm you an email of a person in DS CS management.Tell him your story he should be able to sort this all out.
    But I am not able to pm you, won't let me

    • ThisJustin on 17/01/2014 - 13:28

      I appreciate the offer but I've already escalated the claim with PayPal so I will just let them handle it. :)

      • CI on 17/01/2014 - 13:54

        No worries. Best of luck.

  • Cheeper on 17/01/2014 - 02:42

    The Dick Smith Facebook page seems to get results for people, message them on there if you have problems with online or ebay orders. The lady that monitors that site gets rapid action from what I have seen.

    Not of help to the op now that a paypal complaint has been lodged but may be helpful to others.

    I contacted her recently to arrange a special purchase and everything was done with no fuss.

    The DSE customer service dept seems to have some serious problems…

    • ThisJustin on 17/01/2014 - 13:26

      Pretty lame when Facebook becomes your help desk. I don't even use Facebook and I shouldn't have to in order to get a refund. Good advice for others who want to take that route, though :)

  • eatwell365 on 17/01/2014 - 08:45

    Similar experience. Cost cutting may explain.
    https://www.ozbargain.com.au/node/129368

  • ThisJustin on 24/01/2014 - 17:57
    +1

    Well, PP ruled in my favour (no surprises there; DSE didn't even respond to the escalation). Now just waiting for the refund to be sent through.

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