what to do -REFUND -Dicksmith Customer service- worst experience ever

Aap Ke Papa on 24/04/2014 - 10:54

One of the worst experiences I have had with DSE. Order was placed on 19/03/14 for Samsung TV $797 and I called the online Customer service to cancel the order as It wasnt the correct model number that i wanted and they said the order has been cancelled. Few days Later I get charged for the $797 on my credit card for the same order. When I called the customer service they said that the order was sent out by mistake and the courier has been notified to recall the order and will refund the money as soon as the order arrives back in warehouse. The order never came to me for delivery. Its been over a month now and I am still waiting for the refund. DSE is unable to communicate effectively in tracking the order with the courier company and my money is being held up. I have constantly spoken to multiple CSReps and they have been aweful in their customer service. Everyone promises they will resolve it and get back to me but no one did. Many refused to hand over the phone to the supervisor. Last week I spoke to the same supervisor twice and she said finally its all resolved and the refund has been processed with the finance (this was 9 days ago) and as of today nothing has come in to my account. So I called today toi check what is the progress of the refund and I am back to sqaure 1 where they say they are checking with the warehouse and the manager is not there and will get back to me. It is seriously my worst experience ever. I have already notified ACCC of their doings. And have made a complaint with the Consumer affairs of Victoria. Will never ever deal with DSE and their incompetent service ever again. This is an absolute mental trauma

The above is an extract of the complaint I posted on DSE Facebook page.
Need your help people in resolving this as to how to get the refund quickly as It has been over a month

thanks guys

Electrical & Electronics

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Dick Smith / Kogan
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Comments

  • mason on 24/04/2014 - 11:05
    +7

    Call your credit card company and request a charge back.

  • stevednj48 on 24/04/2014 - 11:07

    contact the ACCC and first step is to write a formal letter saying you want a outcome in x amount of days i thibk from memory i had a issue with a phone fron DSE and said ACCC had informed me to write a letter to start the process and then they refunded me that day.

  • apu on 24/04/2014 - 12:08

    I had a similar issue with DSE a few weeks ago - they are certainly very slow at processing refunds and their records management system in the Philippines is very poor.

    Ordered a Samsung 2014 10 inch tablet online during a recent 12% storewide sale. Rang the DSE call centre within 1 hour of placing the order as I needed to confirm if stock was available as I needed the tablet within 5 business days. Was told that they were out of stock, and were not expecting stock for another 2-3 weeks. At that point I asked the call centre to cancel my order and issue a full refund, which they agreed to.

    To my surprise, I received an email the next day saying that my order had been dispatched and was provided a tracking reference. I rang the call centre back immediately to ask what was going on. They had no record of me calling the previous day and cancelling the order (but their computer systems do not keep records of discussions with customers). They also said it was impossible to cancel orders once a tracking reference was issued. They suggested that "if" the item arrived, I turn the courier back and refuse the order.

    I pushed harder and asked the call centre to track my order. Although the order was issued a tracking number, it was apparent that the item hadn't been dispatched (as I knew it was out of stock). After much discussion and escalation to supervisors on the call (and a few calls between DSE's Philippines call centre to DSE's distribution centre at Fountain Gate, whilst I was put on hold), DSE then agreed to cancel my order again and issue a refund.

    The refund took some 2 weeks to hit my account, and involved me calling them at least 4 more times to follow up.

    The short answer is, you need to push very hard with DSE to get your money back, as their Philippines-based call centre is ill-equipped to deal with cancellations and complaints. There seems to be a massive disconnect between their call centre and their distribution centre.

    Things have gone downhill somewhat since the private equity firm took over from Woolies.

  • Aap Ke Papa on 24/04/2014 - 12:39

    I must have called them at least 25-30 times since the issue. I have request a chargeback from my credit card company as per all your advise. Lets see how it goes.

  • CheapCoffee on 24/04/2014 - 13:41

    I have posted a couple of occasions on Ozbargain regarding DSE online's terrible customer service. After 2 purchases that ended up being refunded which required constant calling over two weeks each time, I just gave up on buying online from them :( Much better to just buy if offline if possible.

    Good on you for taking the issue to ACCC :)

  • spacecowboy on 25/04/2014 - 17:14

    Reminds me of a colleague who bought a sandwich & drink for lunch from a cafe near the office. He always paid by eftpos. This day the lady on the till rang it up on the eftpos machine as $785 not $7.85 & his account was debited that amount! This was on his last day at work before a 2 week holiday. Nightmare as his account was practically emptied out by the mistake… Had to use his credit card until it was reversed.

    From memory it took almost 2 weeks for the money to get credited back to his account. Not sure if this was the cafes fault or the banks. But he doesn't pay by eftpos at that cafe anymore!!

    • CheapCoffee on 26/04/2014 - 13:32

      That sounds absolutely crazy. How is that even possible! I usually take all my receipts to double check from that fear though :P

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