This is the sort of thing where getting in contact with an area manager so it can be escalated is ideal imo. Most large retailers have area managers and most of them will follow through any kind of customer issues till they are sorted. Though this is an online issue, such a manager has the right contacts to get things sussed out.
We (at work) just had a bad experience (turned good now) with the DSE Online service.... basically needed multiple 2D prepay SIMs, and accidentally ordered blank SIMs. Contacted DSe via the number on their site and ended up talking to the AU support team who told us to send the box back to DSE Australia before they would process a refund or swap! We explained that we were in NZ etc and they didnt care... back to AU or nothing would happen....
I ended up contacting @DickSmithNZ on Twitter and they called and sorted it out but said that whoever took our original call was completely in the wrong and at no point should we have to send anything to AU for a NZ purchase refund/swap.
To be honest my dealing with Deal Extreme have always been slow but great. I've had a few broken items arrive and they have always promptly refunded or credited me.
I was actually perfectly happy to purchase the phone from Dick Smith despite the courier mix up. In fact I told the first CSR once the refund was made I would just pop down to a store and grab it. Sadly, losing the xbox but I had hoped they would match the Telecom $799 deal.
Even the delay didn't annoy me that much - I know there can be problems in systems and with teams working together - perhaps I was too nice on that front?!? I didn't get angry or abuse the CSR....
The thing that annoyed me most was their CSR's promising to sort it and call me back or send me an email confirming but never following through. Every time they promised to do something I had to call them back a few days later and go through the motion with a different (& on two occassions the same) person.
And then the salt in the wound was to be told on the 19th and then 26th that it hadn't been refunded - Then on the 27th they are now saying it was refunded on the 18th?! A Sunday of all days.
I can't help but think they are just full of lies - even my banks dispute team told me they were clearly lying.
I found a few of the Australia Dick Smith Online managers on Linkedin - using the name format from the email I received today I have emailed them regarding my experience. I hope that someone will take responsibility and just give me a call to say the normal "Sorry, this is not the experience we want our customers to have etc..." speech. I am not holding my breath on that front however.
Anyway, enough soap opera moaning - I will post an update once I hear back from the bank.
Thanks for the advise - and the similar stories letting me know I am not alone!