Dabs.com Overdue refund, horrible customer service, a tale of woe

Vyse_the_hero

Well this will be hard to explain fully but I'll do my best.

Months ago I ordered a Solid State Drive from Dabs.com, weeks later nothing arrived.

I sent an email to dabs.com via their customer service form detailing my problem, also mentioning I was having problems with my account.

Days later I got a response not really solving my issue but talking about how the item was apparently sent by Royal Mail, and apoligising for the problem.

Okay all well and good, I was offered a replacement or a refund. I opted for a refund I was going to just buy offline, less hassle(learnt my lesson there).

I responded but days later I recieved no response, many days went past, still no response from dabs.com customer service.

Resent my request, back to square one a new customer service agent no doubt. Was ignored, tried again days later. Was ignored.

By this point around 2 weeks had past. Finally someone from Dabs got in contact with me mentioning what another customer support agent had mentioned and also offering a refund or a replacement, and spoke about them sending a letter for me to sign.

Okay I responded saying great, a refund please. Then for days no response to my email.

By this point having to use their online form to email due to my emails either being ignored or not being anwered. I finally recieved a reply 4 days later saying a refund had been issued and should be in my account shortly.

Great I thought, after 3 weeks someone finally gave me a refund. Erm wrong. 3-4 days later I sent them an email asking what was going on as someone had said I was being refunded.

Different Support agent replied with a comment saying that they could see on my account that a refund had been offered but awaiting my response to agree(I agreed ages ago) but they hadn't recieved a response from me thus it hadnt been actioned.

So at this point I'm wondering how a dabs.com customer service staff member can tell me I'm being refunded 100 percent and not action it, or even note on my account or do any of the required actions to push a refund through, and how it could take yet another dabs.com support agent promising the same thing.

So I'm at approx 1 month awaiting my refund from dabs, from having no end of emails ignored, even ones they wanted my response from, to having to wait easily 3-5 days for someone to email me back from dabs I can safetly say that Dabs.com has the WORST customer support system out of any company in the UK.

Yes they can be a good company provided you don't have a problem, but you only have to look on their forum, no end of people having refund problems, being promised things by their support staff and not recieving weeks later. It's reached a point where their freaking moderators are asking people to PM them their details so they can action refunds.
(I have yet to see someone mention recieving a refund on their forum yet)

I'm never using Dabs.com again. And I doubt I'll see my money again soon. Lesson learnt.

Oddly enough I have these emails from the Dabs.coms support staff promising me refunds that never appeared. Can I use these if I want to dispute the payment with my Bank?

extremely-frustated-dabs

I have sent my processor to DABS for repair almost a month ago, on 22/02/11. Factsheet: * My original order number was MA12302803, I got RMA (RMA721404), I have sent faulty goods via Collect Plus. * Tracking number PJBJPBD shows, DABS have received this parcel few days later. * I did not get any response from DABS, there is no more RMA721404 in DABS system. * I have contacted DABS many times, DABS have responded two times asking for details, but after my answer - silence. * Now I can see RMA000675 on DABS system related to MA12302803, but there is no more information. Where is my processor? I cannot use my PC for almost a month! It is ridiculous. I am extremely disappointed by DABS customer service quality assurance system, and I shall have to think very carefully before I make another purchase from dabs.com. I have not had this problem with them before. The fact of not being able to contact anybody at dabs.com by telephone, and having to rely entirely on a machine, leaves me feeling powerless. This situation is quite appalling, and I suspect DABS are likely to lose many valued customers. There is a stark contrast in DABS' before and after sales service. DABS have not even had the courtesy to reply to my e mails. I am thoroughly disappointed with the way in which I have been treated. DABS company are doing nothing to resolve this. I also posted my problem on DABS web forum, but it was also ignored.

cheghead

You are not alone. Dabs are among one of the worst on-line retailers for customer support. Check out their own forum on their community tab of their website to read of dis-satisfied customers!:eek:

Shopper999

I recently bought a desktop computer from Dabs, totally unaware of their appalling record of poor customer service and am now yet another victim of the pitifully inadequate system they offer for a refund.

When I had unpacked my purchase, I noticed that my computer had the serial number ripped off the back of the casing and when I phoned to register it for its guarantee, I was told that it would have to be returned for a replacement as it was not possible to register without a serial number. In addition, I was told that it should have arrived in a proper outer brown box and not just in the computer manufacturer's box as it did. I am now very suspicious that this machine was probably a "rebox" and not sold to me as new. In any event, it was clearly not of satisfactory quality in law and I was entitled to a replacement or a full refund.

I arranged with Dabs for their courier to collect it, and requested a replacement, but later the same day, I received an email to tell me that the model I wanted was no longer available. I therefore rang to request a refund and was told that as soon as they received the original computer back, they would organise a full refund. So far so good.

So I waited........................and waited................... and now, two weeks after they received my machine back, several very long and expensive phone calls later, I am still left without a machine and without my money. I have been given numerous feeble excuses, such as, "the system takes as long as it takes and we cannot even confirm that your computer has reached us". A week ago, I phoned again and advised them that I would take the matter to a solicitor if I did not receive a full refund within the next few days. This got me a phonecall back within a couple of hours to say "the refund will be in your account on Monday, but if not I will personally ring you to explain the situation." Surprise surprise, another lie and no refund. I have contacted Trading Standards and am now in the process of getting a solicitor to get my money back.

Please do not buy from Dabs. They are more than happy to take your money, but if anything goes wrong with your purchase, not only will you routinely face a wait of anything up to an hour and a half to actually get through to their customer service lines, (at your expense), you will receive a variety of platitudes in response to your request and very little constructive help. I am disgusted that in this day and age a company can trade in this way and not be severely dealt with by the law they are so flagrantly flouting. This is the one and only time I have experienced a problem with a retailer, online or in person and given that I have been advised by Trading Standars that my case is legally watertight, I am shocked that they have paid so little regard to satisfying my perfectly reasonable request for a full refund. Steer well clear would be my advice !!!

PZH

Shopper999 wrote: »

....two weeks after they received my machine back, several very long and expensive phone calls later, I am still left without a machine and without my money.

I think a retailer has up to 28 days to refund (I think ?)

Shopper999 wrote: »

...and am now in the process of getting a solicitor to get my money back.

You're throwing good money after bad in my opinion.

Send them a Notice Before Action (NBA) letter giving them 2 weeks to refund (i.e. the 28 days in total) and then, if they do not refund, issue small claims action OR (assuming you paid by Credit Card) start a S75 claim

fozmcfc

I appreciate your frustration, many of us have been left hanging around for refunds and have received poor service, but it's far too early to be taking the steps you want to.

Take the advice phoodless has given and do return to let us know how you get on.

robmar0se

I bought several items froom Dabs.com on 21st Feb to rebuild/update my PC. All well except the DVDrw was faulty. Within 7 days I contacted Dabs as their website is far from clear on arranging for collection of DOA items. Despite several emails they have refused to reply - since there is no phone number it is difficult to escalate unless one relies on snail mail; I even tried contacting David Atherton CEO, but he doesn't like customers apparently.

The item only cost £15 but its the principle, and frankly a company (incidentally owned by BT) that has no phone number should be barred in the UK under long distance selling regs (which in my opinion need overhauling).

Dabs really does need to up its game, I certainly won't use them again, nor can I nor will I recommend them to anyone.

gordikin

robmar0se wrote: »

I bought several items froom Dabs.com on 21st Feb to rebuild/update my PC. All well except the DVDrw was faulty. Within 7 days I contacted Dabs as their website is far from clear on arranging for collection of DOA items. Despite several emails they have refused to reply - since there is no phone number it is difficult to escalate unless one relies on snail mail; I even tried contacting David Atherton CEO, but he doesn't like customers apparently.

The item only cost £15 but its the principle, and frankly a company (incidentally owned by BT) that has no phone number should be barred in the UK under long distance selling regs (which in my opinion need overhauling).

Dabs really does need to up its game, I certainly won't use them again, nor can I nor will I recommend them to anyone.

err...you'll find their phone no. here:-
http://www.dabs.com/articles/help/new-to-dabs/how-do-i-contact-you--4594.html

robmar0se

So lets advertise is loudly as many many people have complained about the lack of a phone number both here and on other sites.

0870 429 3825

Thanks to Gordikin......................

gordikin

robmar0se wrote: »

So lets advertise is loudly as many many people have complained about the lack of a phone number both here and on other sites.

0870 429 3825

Thanks to Gordikin......................

....I found it by Magic...I have 'the gift'...ie I'm in contact with other world...the G world...the world of GGGG OOOO OOOO GGGG LLLL EEEE!

robmar0se

Who's a clever bbbb uuuu gggg gggg eeee rrrr then?