Dixons returns

ninjajane

Hi,

Not sure if this is the right thread so feel free to move if needs be.

Anyway I moved early December and bought a TV from Dixon's. I decided to exchange it for a larger one they had reduced and they told me to return the old one for refund and purchase. All fine, so we arranged a collection date for the TV.

No courier turned up on arranged date. We arrange a new collection date.

Again No courier, no apology.

No phone calls from courier, no missed you cards. The courier on 2 occasions didn't turn up.

So the next time I try and arrange a collection, a customer care guy calls, quite rude, no apologies and states he'll try for the 22nd Dec and get back to me. So on the 23rd Dec at 12pm I get an email from them stating that a collection has been arranged for the 23rd from 9am - 5pm. Needless to say I was out that afternoon and by this point a little bit more than hacked off with them.

How can they state to arrange couriers to collect that don't turn up? And then arrange a courier and advise mid day that they have done this!?

I need to return the TV so I can get the refund (I since bought a different TV from Sainsbury's). Despite emailing Dixon's and stating they can take the email as a formal complaint, there is no acknowledgement of the missing couriers, no escalation process and nothing on their web site about complaints.

My only other option is to pay £20 for a taxi to take it to a Currys store which they have since said I can do (I hired a car for my flat move and asked if I could return it to Currys and they said no, its a Dixon's purchase and must be collected - sure that call must have been recorded).

What are my rights? can I complain to the credit card company... its not faulty, they just won't collect it for a refund (and I arranged the first collection within 7 days of purchase)

JimmyTheWig

Do you not know anyone with a car who could help you return it?

Do you have a PC World closer than Currys? They're part of the same group, so you should be able to return it there.

somethingcorporate

Bit drastic to go to the credit card company with if you ask me. Who is the courier? can you not try working with them to confirm a date/time?

I'd go with the above advice about asking a friend to take you, less hassle all around.

ninjajane

nope if I had a mate who lived near me, I would have asked them and the nearest Currys is a 25 min drive in a cab.

Dixons have the contract with the courier so they wont give me the contact.

I think its just shoddy that they have this so called online returns service that they don't fulfil and I'm stuck with a TV that I want refunded. Surely they are obligated to collect the thing?

unholyangel

ninjajane wrote: »

nope if I had a mate who lived near me, I would have asked them and the nearest Currys is a 25 min drive in a cab.

Dixons have the contract with the courier so they wont give me the contact.

I think its just shoddy that they have this so called online returns service that they don't fulfil and I'm stuck with a TV that I want refunded. Surely they are obligated to collect the thing?

You purchased it online? On which date? What date did you inform them of your intent to cancel?

bod1467

ninjajane wrote: »

(and I arranged the first collection within 7 days of purchase)

DSR requirements fulfilled.

unholyangel

bod1467 wrote: »

DSR requirements fulfilled.

If that was for me, I wasn't asking for that reason....I was asking to see whether they're inside or outwith the 30 day limit the retailer has to refund

bod1467

Well you should be more specific then.

arcon5

I'm surprised Dixons are having it collected, it says on their website you need to return it to them.

newfoundglory

bod1467 wrote: »

DSR requirements fulfilled.

Thats 7 WORKING days, following delivery. Which means, if like me you took a delivery on the 23rd, the 7th day doesn't fall until Friday this week (6th Jan!!). This 7 days is crucial, because it allows you to return the goods, even if you have opened the box to inspect them. Otherwise you have to return them sealed.

Yodel turned up today to return my order to Dixons!

Apparently all Dixons orders have to be collected by courier.

ninjajane

Arcon5 - Dixons only operate online, they no longer have stores, so you can't return items to them...

They are part of the PC World, Currys group however their customer service advise is mixed about whether you can take to a Currys store or not... anyway UPDATE:

Today I managed to get the TV to a Currys store and was initially told, it had to be collected by Dixon's... about to loose my rag, I asked them to speak to Dixon's and sort this out and Currys eventually gave me a refund - but it sounds like overall they don't normally do this.

Sounds like they don't have a clue really and I won't be using them again.