Dixons Online - my refund woes

beverley1471

UPDATE ! :shhh:

Yesterday I attempted to ring Dixons HO on an 0870 333 1222 number I got from a quick online search (tried a freephone version 0800 068 2868 but it wasn't valid) to hear a recorded message sending me back to the usual 0844 561 1111 number ... oh well so much for going direct !

So ... I rang 0844 561 1111 and spoke to an English-speaking person called "Dave" (I'm not racist *at all* but I was pleased to be able to clearly understand them especially at times like this). I remained calm and explained the situtation to him - order placed 30/11/07, delivered wrong 14/12/07, collection/refund requested for 20/12/07, collection happened, refund hasn't. "Dave" told me that "Mary-Jane" hadn't actioned the refund correctly on 17/12/07 so the request was not put through to HO until "Marilyn" looked into it (post chase) on 3/1/08. I responded saying that as it was now 21/1/08, 30 days had passed since the date my refund should have been paid and that I wanted immediate action otherwise my next port of call was to submit a hand written letter to their HO giving 7 days notice of intent (as per KILL BILL post above). While I was on the 'phone he put me on hold twice to talk to (a) his supervisor and then (b) Head Office, and I actually got the impression he was doing something to help. The conversation ended shortly after he advised me that someone from Head Office would contact me that afternoon. I wasn't hopeful given previous events, and true to form no-one rang... :whistle:

I contacted them again this morning and spoke to "Denise" and once more went through the usual "this happened then that happened etc." (I know all the dates & times off by heart now :rolleyes:) but this time I was advised that according to her screen the refund went through last night (for the correct amount - £750) and that I should see it on my online c/c statement within a few days. Result ?? I'll let you know !! (fingers, toes, and all other extremeties well and truly crossed !!)

Bev.

lindos90

when ever you ring their usual reply is:
excuse followed by 'it will be refunded in 3-5 working days'.........dont hold your breath, we have been told that on about 6 occasions now!

lamb-herd

On Monday, I sent a letter to Dixons by recorded delivery informing them of my intention to take them to small claims. Yesterday I got a phone call from Ray who said there has been some confusion over my orders and that he wanted to clear them up. Needless to say, he told me that the people I had spoken to before hadn't actioned the refund properly, had sent the paperwork to the wrong depatment, had not realised that I was due a refund(!) but he was going to sort it out for me. He said that my first refund was due to be processed that day and when I asked about my second refund he said he'd see what he could do.
Ray called me back about an hour later to say that my first refund was done and that he had taken the paperwork for my second to the refund person dealing with my case and that it should also be done.
Got the usual "it should show up in your account in 3-5 working days" but hopefully this time I will have some success. I'm not sure if this happened as a response to my letter or just because they had just got around to dealing with my refunds...
I'll let you know if/when my money turns up!

beverley1471

FINAL UPDATE

The promised refund has found it's way onto my online c/c statement so, for me at any rate, the story ends here ... finally ! :rolleyes:

Just goes to show that if you keep on trying sooner or later you get to speak with someone who does actually know what they're doing and can offer help ! It's not enough for me to ever want to deal with Dixons again, but at least things didn't have to get nasty before they eventually did the right thing !

Thanks to everyone on here for offering pointers, and good luck to those still waiting for refunds !! :A

Bev xx

Froglet

Hi Beverley.Glad you got it sorted in the end but disgraceful the lengths you had to go to, and the cost of phone calls must have eaten into your refund.If you cannot trust a big company like Dixons,it is ridiculous.

I thought there was some sort of protection for paying for goods online?Thankfully the few times i have had a problem it has been resolved,but only after persistence,as you have found out.

Is no-one capable of doing a simple job like actioning a refund any more? It is a simple enough procedure for goodness sake!!

lamb-herd

Both refunds due to me showed up on my online c/c statement on Friday :j
I don't know if the letter threatening small claims helped or not in the end but the advice on this site has been great - thank you! I hope that other people in a similar situation find their way here.

It is a shame that you have to fight so hard to get what is rightfully yours - you just don't expect that from a (formerly) reputable company...
I received a letter saying that they were sorry for what happened and that they hoped I would shop with them again in the future!! :rotfl:

Pont

Full refund has appeared in my account today - whew!

Zazen999

What makes me laugh about this sort of situation is that, currently, 569 people have viewed this post and thus they could lose that many customers, plus all the family and friends that could be told about this sort of thing.

They have to pay the money back anyway - is the interest that they make really more than the amount lost in reputation?

SonjaLiK

I had to ressurect this thread cos we are going through the same thing now.
I just wish I hadn't gotten greedy when I saw the low price on their website but rather done my research first as I normally do.

Well this time I thought you could rely on the big name such as Dixons. Ha!

We happily ordered a few things in the total value of £700 on Friday night. The site showed it was in stock and we arranged delivery for this Fri coming.
It was the next morning when I proudly went to show my mam online what we'd bought that I realised the biggest item was out of stock.
We rang them up only to find out that they haven't got a clue when they will have it again so we cancelled the order. Well we tried to.

Approx 3 hours on the phone and about 15 emails later, we managed to get an email saying the rest of the order was cancelled but not the first item and we still can't get confirmation of refund.

We called them over 20 times.
They hung up the phone on us several times, it seems the lines go dead as soon as you ask for a manager and if you do manage to get hold of one (we did once!), they are never available again.

The bank will, luckily, gladly dispute it for us and the bank itself has refunded the full amount and sent some documents out to us (should arrive tomorrow) so the saga continues but I can already tell you that after beeing treated the way we have been, I will never buy anything from them again and will do my best to discourage anyone else from dealing with them.

I am really, really glad that the rest of you got your refunds eventually but the way you were all treated is appauling and shocking to say the least. They should be shut down.

SonjaLiK

UPDATE:
After about 5 more phone calls, numerous emails etc., we got a partial refund.
No mention of the rest despite the fact that the rest of the value is the price of the only two things they confirmed are cancelled! !!!!!!!

We rang, rang and rang again only to hear that they haven't REALLY cancelled those items - the woman actually admitted that they were never cancelled, instead someone just sent the email SAYING it was cancelled!:mad:
Instead, she says, they actually dispatched the items so she can't refund us now because it's to blo*dy late.

This morning, DHL arrives carrying 1 out of 2 of those items that were supposedly dispatched. At least she only partially lied about that. :rotfl:
We refused to sign for it and hubby is on the phone as I type.

Never had I dealt with such a disgustingly horrible company.