Dick Smith in store decline

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#1472083 15-Jan-2016 16:45

33coupe: I've just been offered 2 HDMI cables instead of 6. I pointed this out to the DSE contact, but he said my item was out of stock and I could only have something of similar value.

Is this right?

If they cannot supply the original, they should refund you or supply goods to the same value if you agree. They do not have to supply a similar (possibly more expensive product) for the same price.

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dafman

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#1472125 15-Jan-2016 17:36

antonknee:
dejadeadnz: ***Snip***

I personally don't like some of the agressive tactics that FH are taking. I think it is destroying the value of the brand and therefore the value of the company as a going concern. I think they will have a hard time selling it as a going concern now. NZ consumers are fickle and we have long memories. Even suppliers are hesitant to be honest - even with the guarantee of the receivers. We are extending credit to them but at a much smaller limit and shorter terms than we would normally give such a retailer. I know there are other distributors/suppliers who are not supplying them at all or have put them on COD. (Unfortunately that will make it harder to run the business and could lead to a vicious cycle of sorts).

I do think it will be tremendously interesting to see what happens. I still think that the company should be bought by somebody like James Pascoe Limited who are passionate retailers and have a great deal of experience in turnaround projects. If it is taken on by anyone other than a through-and-through retailer I don't think it will survive very long.

Any potential buyer should talk a walk down Featherston Street in Wellington where the new Noel Leeming shop is directly across the road from Dick Smith. Dick Smith just looks lame and tired compared to its newer competitor. Pushing uphill me thinks to try and revive this brand.

michaelmurfy

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#1472126 15-Jan-2016 17:39

Dynamic:
33coupe: I've just been offered 2 HDMI cables instead of 6. I pointed this out to the DSE contact, but he said my item was out of stock and I could only have something of similar value.

Is this right?

If they cannot supply the original, they should refund you or supply goods to the same value if you agree. They do not have to supply a similar (possibly more expensive product) for the same price.

Strange they say they're out of stock since I saw a massive bin of them selling for $44 (IIRC) at DSE Porirua.

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mattwnz

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#1472130 15-Jan-2016 17:56

Dynamic:
33coupe: I've just been offered 2 HDMI cables instead of 6. I pointed this out to the DSE contact, but he said my item was out of stock and I could only have something of similar value.

Is this right?

If they cannot supply the original, they should refund you or supply goods to the same value if you agree. They do not have to supply a similar (possibly more expensive product) for the same price.

Can they refund, as it would have been the old company that sold it, and I didn't think they were allowed to offer refunds due to the receivership. I would have thought they were under contract to provide the goods, at least the old company was, as it wasn't a pricing error. It is very difficult for the consumer in this situation to know what to do. I am avoiding shopping there, at least until they have some sales, but things will need to be priced at a level to make up for there being no CGA coverage from the retailer..

amiga500

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#1472527 16-Jan-2016 11:55

Just before Christmas DSE a big display area for Apple products was installed at DSE Riccarton. The whole area was surrounded by temporary black walling while the workers installed the new displays. Also interesting was that the new displays looked as if they could be dismantled fairly quickly and easily! I wonder who was paying for this DSE or Apple? If Apple paid for this it seems a strange decision. Samsung already have a similar display at that shop put in maybe 2 years ago? So if DSE paid for these was it just a last desperate gamble to generate foot traffic and sales across the range of products, not necessarily Samsung and Apple sales?

Found this interesting snippet on a Australian news site:

"In the weeks before Christmas, a senior executive from one of Dick Smith's competitors was in Sydney when he noticed something strange at a Dick Smith store. Behind the desperate 70 per cent off clearance signs, workers were busy installing a new display for Samsung's telco range. The executive fired off a message to Samsung questioning the wisdom of this when the iconic retailer appeared to be teetering on the edge of the abyss."

mattwnz

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#1472537 16-Jan-2016 12:05

I have just received an open letter to their customers, from their receivers, which is really just a marketing email saying that if you shop with us during the receivership, we'll look after you and comply with NZ consumer laws etc. Nothing about people left out of pocket with gift vouchers, or looking after customers prior to the receivership.

The thing is that I thought I had unsubscribed fro their newletters. So I wonder under whose authority they have got to email me, if I have previously opted out of receiving emails from them.

Dunnersfella

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#1472543 16-Jan-2016 12:12

Suppliers pay for stands - they cost a fortune, especially if the stores have multiple locations (Dick Smith / Noel Leeming as examples), whereas a relatively low store count retailer like JB HiFi is cheaper to look after (even less travel too, with only one South Island store).
Whether it's quick to take down or not is incidental, no supplier will go to the effort to deploy stands with the intention to have them removed.

The installation of new stands in DSE appears to be a case of poor communication between the vendor and retailer... or people being re-assured upon questioning any potential issues.

hairy1

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#1472589 16-Jan-2016 13:18

I got the customer email as well which I thought was very strange. If the receivers wanted some credibility and customers to continue shopping and if they cared they would have sorted the voucher mess

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mattwnz

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#1472600 16-Jan-2016 13:44

hairy1: I got the customer email as well which I thought was very strange. If the receivers wanted some credibility and customers to continue shopping and if they cared they would have sorted the voucher mess

Yes it is something they at least should have addressed in the email. They should have done what whitcholls did during receivership which was, you can use the voucher if you also spend the same amount in cash on the purchase price.

gzt

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#1472609 16-Jan-2016 14:00

Same receivers for Whitcoulls, different decision.

antonknee

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#1472682 16-Jan-2016 15:53

Thought you might be interested to read the email they have sent out to customers

antonknee

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#1472683 16-Jan-2016 15:58

amiga500:
Just before Christmas DSE a big display area for Apple products was installed at DSE Riccarton. The whole area was surrounded by temporary black walling while the workers installed the new displays. Also interesting was that the new displays looked as if they could be dismantled fairly quickly and easily! I wonder who was paying for this DSE or Apple? If Apple paid for this it seems a strange decision. Samsung already have a similar display at that shop put in maybe 2 years ago? So if DSE paid for these was it just a last desperate gamble to generate foot traffic and sales across the range of products, not necessarily Samsung and Apple sales?

Found this interesting snippet on a Australian news site:

"In the weeks before Christmas, a senior executive from one of Dick Smith's competitors was in Sydney when he noticed something strange at a Dick Smith store. Behind the desperate 70 per cent off clearance signs, workers were busy installing a new display for Samsung's telco range. The executive fired off a message to Samsung questioning the wisdom of this when the iconic retailer appeared to be teetering on the edge of the abyss."

The Apple Shop in Shop executions are a co-investment between Apple and the retailer, with the retailer covering much of the costs. The Apple SIS are very very expensive to put in too and carry lots of rules and requirements. They have been in planning for a long time with DSE, so this is not something new. The money has already changed hands for these.

Interestingly apparently Apple are not overly happy about these being in place at DSE given recent circumstances. Noel Leeming were first to market with them and DSE won out over Harvey Norman. I think they would be regretting backing DSE over HN now.

mattwnz

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#1472700 16-Jan-2016 17:00

gzt: Same receivers for Whitcoulls, different decision.

It is about customer goodwill though, and if they are really wanting to repair the brand and get value from selling it, they need to do something like honouring vouchers. Certainly it can be done, as is shown by Whitcoulls receivers. They possibly wouldn't have had the same goodwill and still trading, if they hadn't done that. Potentially it wouldn't cost much, if anything, especially if people are restricted to buying their higher margin stuff, so essentially they are getting a 50% discount. They were giving more than that when they were offloading their stock prior to xmas. For many of their house brand products, the margins would be pretty large, especially things like iphone covers etc.

amiga500

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#1472731 16-Jan-2016 17:25

I wonder if they got the CEO of Volkswagen to help them write that 'Open Letter to Customers'?? lmao

mattwnz

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#1472737 16-Jan-2016 17:29

amiga500: I wonder if they got the CEO of Volkswagon to help them write that 'Open Letter to Customers'?? lmao

You have to wonder who wrote it, because it fails to address the most important thing, and that is what happens to Consumer protection after the receivership. eg You buy something, and in 6 months or 15 months time, and it fails. Who do you then go to. Will the new owners support it. Also the fact it is was from no-reply@dicksmiths, shows that they don't want people replying to them asking questions.

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