Dick Smith Online Service

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Shapenz

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#99746 26-Mar-2012 19:54

Some of you who have read the Lumia threat may remember DSE were doing a deal where if you pre ordered a Lumia from DSE online you received a free xBox.

I thought this was a pretty good deal so I went ahead an ordered the phone. Dick Smith debited my credit card the $899 on 3/03 and the phone an xbox were shipped to me on the 8th.

Unfortunately - my excitement of having my new phone arrive was dashed when CourierPost decided I did not live at my address and returned my items to DSE. Annoying, but not Dick Smiths fault.

So I rung CourierPost and they told me I would have to contact DSE. I contacted DSE via their contact line and was told it would take 5-7 days to investigate where my parcels had gone and then ship them back out to me.

At the time I was using a Nokia 1100 - so I was eager to get a new handset. I asked the customer service rep how long it would take to receive a refund. I was told 3 days. So I decided to go ahead with the refund. Forgo the xBox and see what other deals I could get on the phone.

This is when it all went wrong. I agreed to the refund and waited until the 15th to receive it but nothing appeared on my statement. So, I contacted DSE again and explained the situation to the CSR, who looked into where my parcel had gone and said they would have to investigate where my items had gone before processing a refund.

I explained to him again I had had a similar conversation with someone a few days back and was told I would be refunded in 3 days. He said he would put my refund order through with a high priority and keep my case on his desk and call me.

The 19th came around and I still have not heard back from DSE, nor received my refund. So, I rung them again. Explained the situation again. The girl said they would process the refund that day - it would take 2-3 days to appear on my card and they would send me an email confirmation.

Today, the 26th. No refund, no email confirmation. I have made the mistake of not getting the CSR's names but I do have my case number.

What should I do? I'm frustrated because it's not like they are being unhelpful or palming me off. They always agree to refund me... it's just they never actually do it.

It's 23 days later... I don't have my Lumia and DSE have my $899. I need some advise! Help Geekzone

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#600446 26-Mar-2012 20:00

Since you paid by credit card can you get your back to reverse the charge?

I had a very long wait with my xbox purchase, lots a dicking around, nothing helpful from their CSR. I eventually got it sorted, thanks only to a DSE employee being on my wifes friends list on facebook. Worst experience from a retailer in a while.

mattwnz

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#600473 26-Mar-2012 20:49

Shapenz: Some of you who have read the Lumia threat may remember DSE were doing a deal where if you pre ordered a Lumia from DSE online you received a free xBox.

I thought this was a pretty good deal so I went ahead an ordered the phone. Dick Smith debited my credit card the $899 on 3/03 and the phone an xbox were shipped to me on the 8th.

Unfortunately - my excitement of having my new phone arrive was dashed when CourierPost decided I did not live at my address and returned my items to DSE. Annoying, but not Dick Smiths fault.

So I rung CourierPost and they told me I would have to contact DSE. I contacted DSE via their contact line and was told it would take 5-7 days to investigate where my parcels had gone and then ship them back out to me.

At the time I was using a Nokia 1100 - so I was eager to get a new handset. I asked the customer service rep how long it would take to receive a refund. I was told 3 days. So I decided to go ahead with the refund. Forgo the xBox and see what other deals I could get on the phone.?

This is when it all went wrong. I agreed to the refund and waited until the 15th to receive it but nothing appeared on my statement. So, I contacted DSE again and explained the situation to the CSR, who looked into where my parcel had gone and said they would have to investigate where my items had gone before processing a refund.

I explained to him again I had had a similar conversation with someone a few days back and was told I would be refunded in 3 days. He said he would put my refund order through with a high priority and keep my case on his desk and call me.

The 19th came around and I still have not heard back from DSE, nor received my refund. So, I rung them again. Explained the situation again. The girl said they would process the refund that day - it would take 2-3 days to appear on my card and they would send me an email confirmation.

Today, the 26th. No refund, no email confirmation. I have made the mistake of not getting the CSR's names but I do have my case number.

What should I do? I'm frustrated because it's not like they are being unhelpful or palming me off. They always agree to refund me... it's just they never actually do it.

It's 23 days later... I don't have my Lumia and DSE have my $899. I need some advise! Help Geekzone

?

Can you go into a local store? They may have both items in stock, which you can then take with you. I have had problems with DSE myself with their after sales service. In the end I had to go to the manufacturer to sort it out. But if you don't get anywhere, you can get a chargeback, but I had heard that it costs with some banks, and you have to fill in a form which takes a while. As they have had you money nearly a month, they should offer some form of compensation/, goodwill gesture for the run around you have had and delay. I am sure they don't want you to do a chargeback , as I think that could cost them.

Shapenz

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#600483 26-Mar-2012 21:19

To be honest I thought chargeback's were for dodgy internet sites.... I didn't think they would take me seriously with a big company like DSE but I will call the bank tomorrow.

I did ask if they would allow me to collect the items from the store - but apparently they have no way of connecting the money/products so I was told a resounding 'no'.

1080p

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#600542 27-Mar-2012 08:18

It is 'normal' for the chain stores to completely separate their physical and online retail stores. If you went to their physical store it is likely that they will only be able to give you a freephone number to contact the correct person.

My course of action would be the following: call them again, explain politely that you have been served terribly in the past, you understand that this is not your current CSR's fault but that you will not be ending the call until confirmation of your refund has been given to you. If they have any issues ask to speak to a team leader/supervisor.

stevenz

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#600586 27-Mar-2012 10:17

Given past experience, the items have probably gone "missing" from CourierPost and are likely no longer in the system, they'd have to do an "investigation" and report back, DSE might not be keen to arrange an alternative until they've had a settlement from CourierPost.

@KnightNZ

Shapenz

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#600725 27-Mar-2012 14:30

So an update:

Contacted them today and explained to the CSR my frustration. She said she'd call me back in 15minutes.

Two hours later I rung back - had a moan to a different CSR who told me I'd been refunded on the 18th and to check with my bank.

I asked him to send me through an email confirmation of said payment to which he agreed. Sadly that was at 1pm and no email yet.

I contacted my bank who told me quite frankly - Dick Smith are lying.

The bank has asked me to contact Dick Smith once more - then if I have no luck to contact them again and they will investigate my claim.

Feels like I have made a little progress but I can't quite see the light of the tunnel yet.

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trig42

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#600741 27-Mar-2012 14:57

I'd be pretty gutted about not getting the free Xbox.

Can they not just ship you the stuff you have paid for?

mattwnz

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#600759 27-Mar-2012 15:18

Shapenz: So an update:

Contacted them today and explained to the CSR my frustration. She said she'd call me back in 15minutes.

Two hours later I rung back - had a moan to a different CSR who told me I'd been refunded on the 18th and to check with my bank.

I asked him to send me through an email confirmation of said payment to which he agreed. Sadly that was at 1pm and no email yet.

I contacted my bank who told me quite frankly - Dick Smith are lying.

The bank has asked me to contact Dick Smith once more - then if I have no luck to contact them again and they will investigate my claim.

Feels like I have made a little progress but I can't quite see the light of the tunnel yet.

I must admit that is sounds very odd for a company that size. In general their service is good once you have got through to the correct people. You should ask to be put through to their manager, as I am sure they will sort it for you. I would be annoyed to have missed out on my free box too.

Shapenz

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#600910 27-Mar-2012 19:00

Second update. So I called DSE one last time and requested proof they had refunded. I was told their supervisor was sending it that very moment and it would be with me within 10 minutes.

Sadly, that was 2 hours ago and no email. Can't say I am really surprised by now - however, they have truly ensured I will never order anything from Dick Smith online again.

Thankfully, my bank are understanding and will be investigating it through their channels. It'll take 30ish days but hopefully it will get resolved.

Hobchild

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#600922 27-Mar-2012 19:17

Have you checked your junk email in case it's been getting put in there by mistake?

I'm still baffled that the courier decided that you didn't live at your address, was there any reason behind this or did they just have a gut feeling?

Shapenz

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#600936 27-Mar-2012 19:42

Yeah I have my own domain so I checked my spam filter etc

Apparently, despite both my partner and I being at work - someone at our address told the courier I no longed lived at that address.

Our address is 9/19 so im wondering if he went 19/9 or similar.

Anyway at the end of the day.. No Xbox money or lumia = sad face me

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Shapenz

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#601125 28-Mar-2012 10:27

Finally got the following response from Dick Smith:

Good Afternoon Ryan,

Thank you for taking your time to contact Dick Smith Online,

In relation to your previous email regarding your refund for your
purchased item the Nokia Lumia 800 Blu T/Com.

Please be advised that our systems do indicate a refund of $899 was
processed and actioned back into your account on the 18/3/12 and should
of been back into your account on by the 21/3/12.

If you still have not recieved your refund we can only suggest you
contact your bank to dispute the transaction.

We do apologize for the inconvenience caused and appreciate your
understanding in the matter.

Please dont hesitate to contact us if you require any further
assistance in the matter on 1300 366 644 or via email.

Kind regards,
Ralph D
Team Senior - Dick Smith Online.

So now it is in the hands of my bank. Thankfully they tell me it can be credited back to my credit card swiftly now that they have this email.

What worries me most about this experience is when I contacted them on the 19th and the 25th I was told both times they refund hadn't been processed and they would escalate it and call me. Firstly, they never called or emailed me back - Then yesterday, all of a sudden that story changed to me having been refunded.

Paulthagerous

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#601129 28-Mar-2012 10:55

I too have had a bad experience with their online store where they gave me the wrong Track and Trace number. I eventually was on the phone to someone who could help and they changed it on the spot. The really worrying thing was that they maintained that it was correct all along, which was BS as the other code I had was also from DSE but for a different customer. Its the dishonesty that really caused me to never use their online site again.

Kyanar

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#601244 28-Mar-2012 13:29

Yeah, they're pretty incompetent all right. One time, I purchased 3 metres of premium cable as I was cobbling together a basic home theatre type setup. I was shocked to then see three boxes come from CourierPost a couple of days later - initially I was thinking "what a waste putting one metre in each box separately" only to open them to find that each box contained one hundred metres of cable. Pretty vast difference. I ended up using about four metres instead of the three I had ordered, and got a call from them the next day asking me to send them back (at my expense no less). Seemed irritated when I said I would drop into a store but no way was I going to courier them back, and indicated they wanted to charge for the extra metre as well (which I was also not happy with - they after all expected me to spend my time and effort returning something due to their screw up).

Nowadays I prefer to avoid DSE Online - they stuff orders up more often than I'd like from a vendor.

mattwnz

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#601264 28-Mar-2012 13:38

Shapenz: Finally got the following response from Dick Smith:

Good Afternoon Ryan,

Thank you for taking your time to contact Dick Smith Online,

In relation to your previous email regarding your refund for your
purchased item the Nokia Lumia 800 Blu T/Com.

Please be advised that our systems do indicate a refund of $899 was
processed and actioned back into your account on the 18/3/12 and should
of been back into your account on by the 21/3/12.

If you still have not recieved your refund we can only suggest you
contact your bank to dispute the transaction.

We do apologize for the inconvenience caused and appreciate your
understanding in the matter.

Please dont hesitate to contact us if you require any further
assistance in the matter on 1300 366 644 or via email.

Kind regards,
Ralph D
Team Senior - Dick Smith Online.

So now it is in the hands of my bank. Thankfully they tell me it can be credited back to my credit card swiftly now that they have this email.

What worries me most about this experience is when I contacted them on the 19th and the 25th I was told both times they refund hadn't been processed and they would escalate it and call me. Firstly, they never called or emailed me back - Then yesterday, all of a sudden that story changed to me having been refunded.

That email must have been sent from Australia, due to the phone number, you are hardly going to be able to phone that number from NZ.I would ask to speak to the NZ manager about that. I thought their NZ and Australian operations were run totally separately.

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