Dixons online - help!!

Snuggles

I ordered a wii console and wii fit bundle for £300 from Dixons online. The wii console was faulty straight out of the box. I requested to return the whole bundle for a full refund.

At first, Dixons aftersales seemed very efficient, and gave me a collection date over the phone. To cut a long story short, I have now been given THREE collection dates, and each time, someone has waited in all day, but no one has turned up to collect it.

The first two occasions, I know it was Dixons fault. The first time they hadn’t even requested the collection with the courier, the second time they had given the courier the wrong address. I’m not sure yet why no one turned up on the third date.

As you can probably imagine, I am at the end of my tether with this. I am £300 out of pocket, as they won’t refund me until they receive the goods back, and I have had three wasted days of waiting in for a courier, as well as endless phonecalls (taking 20 minutes to get through each time) to disinterested customer service staff.

What can I do? The goods have been parcelled up and available for collection from the day after I received them, and I have done everything as instructed. Their website promises a “prompt” refund or replacement if goods are faulty, but I am nowhere near getting my money back as they haven’t even collected the damn things yet.

I sent a customer complaint email as per the complaints procedure on their website, but I’ve received no response at all.

I paid with my credit card – could I take this up with my card company? I just want my money back :mad:

Any suggestions would be appreciated.

mizelle

That's really bad. Have you contacted Trading Standards? They may be able to advise you on your next move. I'll know to avoid Dixons from now on.

Good Luck with your complaint. Keep us updated on how you get on.

Optimist

I would write recorded delivery to Dixons, PO Box 1686, Sheffield, S2 5YB putting down all the relevant facts stating that you have met all obligations to retain the goods and make available for collection. I would give them 14 days to refund your money after which point you will raise an action via the small claims court for return of moneys paid plus reasonable expenses incurred

dangeroussports

I think buying from an online retailer like Dixons is always going to be an experience. However, have you used Currys?

Regarding your experience, try contacting trading standards and Citizens advice bureau. They should be able to help you resolve your problem however be warned that if they fail then you may have to go to a small claims court and get the issue resolved. Explain that this situation is unacceptable and that it is a gross violation of your human rights, since you have been made to wait and suffered anxiety through the actions of Dixons.

I do hope you have success with them. But please please note that if you have an email exhange with customers services, that you dont cry.

mspig

We had the same problem a couple of months ago when we ordered an lcd tv which when we took it out of the box it had been bashed on the screen and didn't work (only half the screen was working), so the same with us spoke to their team very good collection date a couple of days later, and once returned to their depot they will send out another one.
So the same with us three collection dates later and they finally manage to pick it up(we had it stored in our hall for 3weeks) so i ended up telling them to get stuffed and to give me my money back.

Still not go a tv though as the refund got spent on something else:-(

Blacksheep1979

Get onto the credit card company and have them mark the transaction as disputed - you won't have to pay any interest or the £300 until it's resolved. Also the cc co. is jointly liable under s75 of the consumer credit act (if they give you any hassle - which they shouldn't)

Honeydog

That's bad luck. Wiis and WiiFit are like gold dust.

I got mine at the start of the summer holidays from Game - the online section of the High Street store. Their service was great and I can recommend them without hesitation.