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Dixons Online - my refund woes
beverley1471
Posts: 136 Forumite
Hi all,
This is a tale of woe courtesy of my friends at Dixons Online.
Tail end of November '07 I decided to purchase a Samsung LE40M86BDX 40" LCD TV + SERANO SB1050 stand from Dixons Online, combined value ~£825, as Christmas presents to ourselves. At the time I requested a delivery date of 14/12/07 and everything was in stock at the time of the order ...
When the day came to take delivery of my order, it transpired that the Samsung LE40M86BDX 40" television on our order had been replaced by a Samsung LE40R88BDX 40" model. I rang Dixons Online to explain the error and they advised me that my chosen model was 'out of stock' and that they had sent what they considered to be an "equivalent" model. Luckily having researched long and hard I was only too well aware that their idea of an equivalent TV was actually quite inferior and ~£150 cheaper so I rejected this notion and given that they had no stock of the television I was after I advised them I wanted to cancel the TV part of my order (the stand was fine, and I wanted to keep this) and a refund on my credit card. This was accepted by the lady on the 'phone and she happily arranged for a collection on 20/12/07 and suggested that my refund would be posted the same day.
Collection -
Refund - :mad:
Since that day and countless emails on the subject (I have opted not to ring them so I have all communication in writing) Dixons have acknowledged that "yes, you haven't had a refund" and that it had been "passed to head office". It is now 3 weeks since the collection date and I think it's very unreasonable for them to keep a not insignificant amount of my money for this length of time. Is there anything I can do to resolve this short of just sitting and waiting for something which may never come to fruition ? I would love to be able to force their hand but I feel somewhat helpless at the moment.
Any advice would be appreciated !
( Suffice to say I will not be dealing with Dixons Online ever again, and I urge others to steer well clear of them also )
This is a tale of woe courtesy of my friends at Dixons Online.
Tail end of November '07 I decided to purchase a Samsung LE40M86BDX 40" LCD TV + SERANO SB1050 stand from Dixons Online, combined value ~£825, as Christmas presents to ourselves. At the time I requested a delivery date of 14/12/07 and everything was in stock at the time of the order ...
When the day came to take delivery of my order, it transpired that the Samsung LE40M86BDX 40" television on our order had been replaced by a Samsung LE40R88BDX 40" model. I rang Dixons Online to explain the error and they advised me that my chosen model was 'out of stock' and that they had sent what they considered to be an "equivalent" model. Luckily having researched long and hard I was only too well aware that their idea of an equivalent TV was actually quite inferior and ~£150 cheaper so I rejected this notion and given that they had no stock of the television I was after I advised them I wanted to cancel the TV part of my order (the stand was fine, and I wanted to keep this) and a refund on my credit card. This was accepted by the lady on the 'phone and she happily arranged for a collection on 20/12/07 and suggested that my refund would be posted the same day.
Collection -
Refund - :mad:
Since that day and countless emails on the subject (I have opted not to ring them so I have all communication in writing) Dixons have acknowledged that "yes, you haven't had a refund" and that it had been "passed to head office". It is now 3 weeks since the collection date and I think it's very unreasonable for them to keep a not insignificant amount of my money for this length of time. Is there anything I can do to resolve this short of just sitting and waiting for something which may never come to fruition ? I would love to be able to force their hand but I feel somewhat helpless at the moment.
Any advice would be appreciated !
( Suffice to say I will not be dealing with Dixons Online ever again, and I urge others to steer well clear of them also )
0
Comments
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simple
send them a letter by recorded delivery stating that if they have not refunded the money due to you within 7 days of that letter that you will issue small claim court proceedsing and you will claim further interest which is accurred at 8% and court costs.0 -
simple
send them a letter by recorded delivery stating that if they have not refunded the money due to you within 7 days of that letter that you will issue small claim court proceedsing and you will claim further interest which is accurred at 8% and court costs.
Hi, thanks for the reply.
I've found the address for Dixons Head Office, but to whom should I address the letter to ? I don't know any names etc. (and there's no way their so-called Customer Service dept. is going to advise me !!)
cheers, Bev.0 -
Who is your credit card company? Whenever i have had a problem i have always dealt with them and asked advice.Most will have a specific department to deal with the issue,you can put it in their hands and they will get the refund for you.MBNA are mine and they are very helpful.0
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Hi froglet,
I joined Capital One in November (so I could have their 4% cashback card over xmas). Had to pay off the £750 that Dixons owed me to avoid interest as I just knew the refund wasn't going to come fast enough !!
It's been nearly 4 weeks since the collection of the TV took place - is that a long enough time frame for the credit card company to get involved ?
Bev0 -
Most definitely it is.It is disgraceful that you are still waiting and i am sure the fact you have not been with Capital for very long will not alter the fact that you have definite rights.See if there is anything in their terms and conditions.Far better to let them take up the issue,they should carry more clout than you .
Good luck Beverly.Do let us know how you get on.0 -
Hey Beverly, they probably tried to give you MY TV! I ordered the Samsung LE40R88BDX 40 (incidently got it for a lot less than you intimated thanks to codes from this wonderful site!) 9 days ago. Dixons state on their website that large goods will be delivered within 5 working days. Tracked my order today and it now states 'expect delivery on the 7th February'!
I've emailed them and told them to deliver immediately or I will cancel my order -unsurprisingly no reply.
Hope all goes well with your refund, I'll probably be requesting one too.0 -
I have a similar problem with Dixons at the moment. I purchased a Samsung LE32M86BDX from them on 31st Dec. The website said I'd have it within 5 working days and it showed that they had them in stock. I noticed that they had sold out a couple of days later. They took my money but on the 8th Jan, I was called to say they'd sold out and would I accept an alternative item or prefer to cancel... I said I would like to know what the alternatives were and Dixons said they would email me a list.
I then got an email telling me that my order had been cancelled. I called to find out what was going on and they said that I'd get a refund within 3-5 working days but amazingly, they would have the TVs in stock that week so they asked if I wanted to place another order. I said yes and so they took the money again. After waiting for quite a while for delivery dates for my order and having had no evidence of a refund from my 1st order, I lost faith and cancelled my 2nd order and bought the TV from John Lewis instead (who cost a bit more but had the TV there and gave a 5 year guarantee).
After chasing my 1st refund many times and being told that someone would deal with it "as a high-priority", I was told yesterday that they were getting complaints all day long from customers waiting for refunds and today I was told that my refund would be dealt with on Monday but I'd have to wait another 5 working days for the money... I wish I could believe them. They now owe me more than £1000 and I don't know what to do.
I paid using my HSBC mastercard but they have told me that they can't help.
I would strongly suggest avoiding Dixons online and will never use them again...0 -
Received this email from Dixons this evening. Nowhere did it say they were out of stock when I placed the order, I only found this out when I tracked it on their site. Surely this can't be right, I understood these companies had to state when a product is out of stock. Incidently, 5 minutes after receiving the email I went back to Dixons site - still not stating that they are out of stock. Ah well, cancelled my order and have been promised a credit within 3 - 5 days (we'll see!)
I am sorry that you are disappointed with our level of service. However
your order is booked as a forward order. A forward order is when a
product is out of stock when the order is placed. This is to ensure that
customers receive the item requested as soon as stock becomes available.
0 -
Have a look at my refund woe as well, thats from november and still not had a complete refund! It seems to be a running theme, they happily take goods back, but then hold on to the money for as long as they can, if they are doing this on a big scale, and able to resell returned goods, they are making a tidy profit for themselves in interest!!!!
http://forums.moneysavingexpert.com/showthread.html?t=6040320 -
Thanks lindos - I read your link. Omg, this refund I'm due is bound to descend into mayhem! According to Dixon's the refund should be in my account by Friday at the latest. Fingers crossed - I'll keep you all posted.0
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