DSE 'Click and Collect'

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amiga500

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#185468 24-Nov-2015 09:19

Dick Smith gets a 1.8 out of five at this Australian based review site. hxxp://www.productreview.com.au/p/dick-smith-electronics.html (I have replaced the tt with xx in the link in case posting live links is not allowed.) To be fair other big retailers such as Harvey Norman do little better with scores just over 2.0
The Dick Smith score was from 576 respondents and the complaint time after time was about 'Click and Collect'. Boy were some of those people angry. It's worth a read through. If I was going to buy something from DSE, which I have not done for a long long time I would shop in store. It seems that for many people that click and collect means DSE collects their money immediately, and then sometime later the customer might actually get their gear.

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#1433741 24-Nov-2015 09:38

People still shop at Dick Smith?

I take these with a grain of salt. People rarely respond if happy, only when they have an axe to grind.

Lazy is such an ugly word, I prefer to call it selective participation

joshhill96

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#1433743 24-Nov-2015 09:41

I used "Click and Collect" earlier this year for the first time, just to see how it went as I had professional service from other retailers. I had the worst time which took a week to finally get my item! it "said" that it was in "stock" so I received a call after placing an order, only to find out no stock and to collect it from across town, which failed as they said I had to go back to the original store , had to purchase another one a week later and the refund process was quick and simple which was a surprise !

Just pop in store to collect items, click and collect is not working from the looks if it

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Paul1977

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#1433752 24-Nov-2015 09:48

joshhill96: I used "Click and Collect" earlier this year for the first time, just to see how it went as I had professional service from other retailers. I had the worst time which took a week to finally get my item! it "said" that it was in "stock" so I received a call after placing an order, only to find out no stock and to collect it from across town, which failed as they said I had to go back to the original store , had to purchase another one a week later and the refund process was quick and simple which was a surprise !

Just pop in store to collect items, click and collect is not working from the looks if it

I've only used it once, a couple of months ago. They had a special "web only" price. I ordered it, and went into the store about an hour later (if that) and it was waiting for me (the email said 24 hours, but I was going past anyway so thought I'd try my luck).

The only thing I didn't like about it was the fact that I had to use click and collect to get the lower pricing in the first place, would've been much easier to just go to the store and pay cash.

richms

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#1433779 24-Nov-2015 10:39

I've only used it once, a couple of months ago. They had a special "web only" price. I ordered it, and went into the store about an hour later (if that) and it was waiting for me (the email said 24 hours, but I was going past anyway so thought I'd try my luck).

The only thing I didn't like about it was the fact that I had to use click and collect to get the lower pricing in the first place, would've been much easier to just go to the store and pay cash.

The whole point of it is to get you using the website and not just going in and paying for the item. Chances are there is some expense assigned to marketing on the web only sales.

Richard rich.ms

andrew027

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#1433793 24-Nov-2015 11:00

I used Click and Collect once, about three months ago. Paid online about 10:00am, went into the store at lunchtime and picked up the item, no problem. Obviously they must have done something wrong to have made it so easy for me.

richms

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#1433799 24-Nov-2015 11:06

The problem comes with high demand items, they sell out in the store before the staff get off their butt to go and pick it off the shelf and put it behind the counter with your reciept on it.

Richard rich.ms

geoffwnz

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#1433843 24-Nov-2015 11:56

I used Click and Collect back in May/June. Though I think it may have been prior to the current "Click and Collect" system. Was more a Delivery Option of collect from store. Selected that, completed the order and expected not to hear anything until the following day. Got a phone call within the hour saying it was ready to pick up. No drama at all.
Haven't tried it since then though.

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reven

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#1433849 24-Nov-2015 12:04

When it first came out, you could do click and collect and pay in store (not sure if you still have the option), so if you decided you dont want it, you can just forget about it. I used click and collect years ago and it was fine then.

but yeah, never really bother with DSE anymore, jb hifi if in a mall, pb tech if I want computer stuff (computer lounge if I want price matched stuff, or MightyApe). jaycar if I want electronics stuff and dont want to wait weeks from dx.com etc.

DSE, you dont even bother going in there to browse anymore since its basically empty with nothing all that useful.

richms

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#1433856 24-Nov-2015 12:08

reven: DSE, you dont even bother going in there to browse anymore since its basically empty with nothing all that useful.

Small tv's and crap laptops at non competitive pricing.

Richard rich.ms

josephhinvest

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#1433896 24-Nov-2015 13:01

I've used a couple of times with no problems. Paid online so I just zipped in and out within a couple of minutes.

Cheers,
Joseph

amiga500

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#1434097 24-Nov-2015 20:22

Glad to hear it's working for some of you. I had a look around one of the Sydney Dick Smiths Paramatta I think and it looked a lot better than the big Riccarton store. Just better stocked and up to date signage above shelves that actually said what was on the shelf!

nitro

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#1435162 26-Nov-2015 12:54

Paul1977:
The only thing I didn't like about it was the fact that I had to use click and collect to get the lower pricing in the first place, would've been much easier to just go to the store and pay cash.

I didn't/don't like that either. I was already at a mall, quick check on prices using my phone led me to DSE's web only special price. Walked in and was told I needed to buy it online to avail of the price. I couldn't even buy it online right there and then (via smartphone) as web orders are handled differently. I had to come back the next day to pick up the item, which apparently came from some other warehouse (not store stock).

eXDee

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#1435262 26-Nov-2015 14:57

I've been shown on the POS system how this works. When a click and collect web order has been made, an icon appears in the corner of the screen saying there's a new order. A salesperson selects this to view the transaction and see what item it is to check stock levels etc. Once they review it, they essentially 'claim' that sale, and it prints an invoice to attach to the goods. That person is now responsible for finding the item and putting it aside, attaching the printed invoice. It shows whether it is paid or not.

Issues with stock I imagine will come down to poor inventory management. If a stocktake has not been done for a while, or there is poor inventory accuracy overall (theft, loss of goods, items sold under wrong code/colour/price), then it'll show to the web ordering system that the store has it in stock. This would be the same inaccurate information that the salesperson might see on their POS. If an order is made and then paid in this scenario, they would have to order stock in from elsewhere.

Compare this to Harvey Norman or Warehouse Stationery where they use click and collect in the same way as a regular web order - the stock comes from the distribution centre and is sent to the store which takes 1-3 days. Its essentially the same as delivering it to your address, but instead it goes to the store as a pickup point. I have attempted to click and collect, then immediately pick up goods from both of these stores, and regardless of whether or not they have their own stock in store, they will not give it to you, as its being shipped from the head office.

Both ways of operating have potential downfalls, but that seems to be the two types of system in place.

amiga500

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#1437027 28-Nov-2015 21:10

Well, the Riccarton shop has a brand new Apple section now that looks quite appealing and attracting lots of people. However, right next to the Apple area they have their camera section maybe 2 metres wide, and the only sign right above the top shelf says 'VHF/UHF'. It would make Canon NZ, and Nikon NZ weep!

amiga500

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#1438761 1-Dec-2015 17:39

Well, this story appeared today on smartoffice dot com au Yet another reason to think twice before using click and collect. Big businesses can fail quite suddenly, anyone remember NZ retailer PC General that went bust around 1997 or 1998?

(Headline and first sentence in the story.)
Panasonic Puts Dick Smith On Credit Hold Call For ASIC To Investigate
By David Richards | Tuesday | 01/12/2015

A survey by ChannelNews reveals that several leading distributors as well as consumer electronics vendors
of goods to Dick Smith have not been paid for weeks.

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