Dick Smith Poor Customer Service

Ljaff007 on 05/04/2014 - 14:08

Bought the Asus laptop online from dick smith via paypal. The item I received is not the same as described on their website. The specs are the same but the actual laptop is totally different from the picture in the description of the product. so I Tried contacting dick smith on all the numbers they have on their website but I was unable to talk to actual human being who could assist me with the issue. So then I sent the email. Got the reply yesterday and I was instructed to go to the nearest dick smith store in order to arrange a refund or exchange And also advised me that the refund or exchange could take more then 2 weeks. Went to the nearest store and they didn't had that specific model in stock with them. The store that had that model in stock is 40 minutes away from my home. Went over there and after inspecting the laptop they accept that information on the website is misleading and the actual product is different then as described. But as I have purchased it online they couldn't do the refund So I have to contact the dick smith again. I explained them the situation that I was unable to talk to real human being and in the email I was instructed to go the store to arrange for exchange or refund. But they said they couldn't do anything and gave me the customer feedback number and advised me to file a complain. Now I am thinking about opening the dispute with paypal as dick smith is clearly not helping me with the situation. What do you guys think? Should I open the dispute and if I did what would be the procedure of payapal? Can they help me with the situation? Or should I wait till monday and try contacting dick smith again.?

Electrical & Electronics

Related Stores

Dick Smith / Kogan
Dick Smith / Kogan
Marketplace

Comments

  • Tech5 on 05/04/2014 - 14:42
    +1

    Just open the dispute.

    The first stage is between you and dick smith, with paypal just acting as a medium for communication. If the issue is not resolved, you can escalate the situation for paypal to make the final judgement. They may ask for receipts and pictures from either parties then will make a decision at the end.

    Only problem with this is, you normally have to pay postage back and provide proof of that before the refund is given to you.

  • fruit on 05/04/2014 - 16:40

    Did you pay via credit card?

    chargeback

  • Mnke on 05/04/2014 - 17:22

    As in their own policy:
    "If the product does not match its advertised description, Dick Smith may provide you with a choice between a refund or Dick Smith Gift Card to the value of the product purchased."

    I don't see why the store didn't accept your return, and why it would take at least 2 weeks to refund or exchange unless they were talking about waiting for stock to come in for the exchange.

    On the website: http://www.dicksmith.com.au/shopping-with-us/our-returns-pol…

    (f) What happens if I have purchased a product online and need to return it?

    If you wish to return the product by mail, you will need to coordinate this through our Contact Centre on 1300 366 644 and follow their instructions on how to return the product. You can also return the product to our store. In both cases, the returns procedure will be in accordance with those terms set out in this Returns Policy.

    The only complication would be if you started using the laptop, then it would be more difficult to return.

  • Cheeper on 05/04/2014 - 18:07

    Their facebook page gets action but you might not receive a response until Monday.
    The DSE online shop creates a lot of havoc with the B&M stores :-(

  • emibel19 on 05/04/2014 - 19:40

    I'm curious about this statement:

    "The specs are the same but the actual laptop is totally different from the picture in the description of the product."

    In what ways does it look different from the picture? I thought all laptops looked pretty much the same externally, except perhaps for color.

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