Marketplace
Ok. My first forum post. I need to get off my chest my 'experience' with DSE in the past few days and weeks, but first my last two days.
Here is the sequence of dodgy events:
- Mon 29 Sept 2014, tried to buy a $10 gift card for $5 with the 10FOR5 code. Code worked well, plenty of 'stock'. Now I say 'stock' because its a gift card, which is a token for credit, the same way paper money which has limited physical production value, as opposed to gold or silver.
- Ordered processed via credit card with my account, same as previous order the day before for a different product. Note my credit cards are never over credit or bad rating etc.
- Emailed received showing purchase and general details etc.
- Got second email rejecting my purchase dut to 'Unverified Credit Card details' stating that a refund will be in progress but that I am able to call and do direct debit if i like.
- I call for the direct debit option. Got through straight away Tuesday morning around 9am and the last started to refuse my option for paying over the phone but eventually agreed to the direct debit option, as offered in the email. She said an email will be sent out with the direct debit details immediately.
- Four hours later and no email, i called back. Different lady told me that Maggie, the original lady, forgot to send the email and they were sorry. She will send it now immediately.
- An hour late and no email so I tried calling back. Was hung up by the system phone 5 times in a space of 20 min or redials.
- Feed up, I sent an email to DSE online contact us telling them I was filing a complaint with the ACCC over their actions based on the ACCC information of misleading customers to deals and promotions.
- Within 5 minutes of submitting my online complaint I received three phone calls from DSE outbound only phone number (i.e. you can't call them back on that number). I missed the first two calls but on answering the third call I was told that my order was ORIGINALLY cancelled due to lack of stock. A gift card, lack of stock. I then asked why I was given all these excuses about 'unverified' credit card details if lack of stock was the real reason (even though i purchased almost immediately when gift card token was available. She had no response other than the usual 'We are sorry we cannot fulfil your order'.
- This morning, Wed Oct 1, another sale for the gift cards came online. But if there is no stock then how can you sell them?
- Post this on OzBargain.
Two weeks ago same thing happen to me with two other deals on DSE where there was stock when advertised then later rejected by various excuses(id like to call them lies but gut feeling isn't enough to go on).
Im hearing a lot of similar things happening on here from a lot of different people. Please post your experiences below.
EDIT: Here is their direct number 02 9642 9100. Call and give them some feedback. I think its worth it while.
EDIT: Another number that may help 1300366644
They just have the most incompetent people working there.
It has to be Dick Smith as a whole, because I bet there is very bad communication between the:
- customer service department,
- department that organises the sale,
- department that runs the website,
- complaints department.
On the complaints department, they should have the authority to sort the problem out RIGHT then, not have to handball it to someone who can rectify the issue.
It seems like the complaints team are merely the funnel to sort out the complaints into different managers/areas. Or giuve a generic response.