Dixons Online - my refund woes

SonjaLiK

ANOTHER UPDATE:
35 minutes on the phone later - hubby spoke to someone named Andrew who is supposedly a manager and who promised to try to sort it out today. We shall see.
10 minutes later the phone rings (first time they contacted us!), a man who has no idea that we spoke to Andrew, he is responding to an email, he says, probably one we sent about 6 days ago. As it turns out he hasn't got a clue about the whole situation. He didn't even know we wanted a refund. !!!!!! Dixons!

SonjaLiK

Oh, you didn't think it would be finished, did you!

They have now tried to deliver the 2 items they had confirmed were cancelled.
They didn't just try to deliver once but actually three times!
Once on Fri, once yesterday and once today.
Poor DHL bloke just laughed and said: "They keep sending it out."

We also talked to another manager, supposedly at least.
He tried to convince hubby to simply accept the parcel and take it to the nearest Currys for an immediate refund.
Just out of curiousity we asked Currys and they said NO CHANCE, they lied. The order was made online and must be returned through them as well.

Of course we sent three more emails to the above mentioned manager, surprise, surprise, no answer.

The saga continues.
I just hope reviving the thread more and more people will read it and tell everyone they know not to use Dixons online, ever.

SonjaLiK

Another update; on the 24th Dec we get an email saying: "We are happy to inform you that your order is now ready for dispatch.
The fridge freezer will be delivered on 17th Dec and the small items within 3 days."
Dixons are now, apparently, time travellers. :rotfl:

clareyPINKfairy

Im glad you did revive this link SonjaLiK.
Ive been having problems with Dixons over the festive period too. I ordered my ipod touch on 16th November. now, usually i'm good with emails, but i seemed to delete the dixons delivery email. (i had ordered a lot of things before dec 1st online - before the BIG snow came down in scotland! so had lots of emails, i'm guessing i must have just deleted it by accident )
anyway, i dont know if it had a tracking number for DHL but i couldnt track the parcel anyway. so i waited a couple of weeks, as by this time, it had snowed and there were lots of delays on things.
i emailed them on the 26th November to try and find out what was happening, eventually, after 2 emails, i got this response (on 30th Nov),

I apologise for the delay, DHL did attempt to deliver however
the telephone number provided is a leisure centre and did not
recognise you, therefore the parcel was sent back to us and
are in the process to refund, If you require any further assistance
please contact us on 08445 611111.

i checked my phone number that i had put down on dixons - there was one digit wrong - arrgh. i was a bit annoyed at DHL at this point because they hadn't left a note to say they had tried to deliver, and neither dixons or DHL sent any emails to say the parcel had been delivered but there had been a problem - so i had been clueless for two weeks as to where my parcel was.


then i phoned up dixons on the 3rd December. i was wanting to know when the refund would be processed. Well after the guy going through all the records, it turns out DHL still had my parcel. he tried to organise to get it redelivered, but couldnt, so he said it would get sent back to dixons, i would get a refund, then i could order it again.

of course, by this time - 3rd dec - the country was at a standstill with snow (or at least Scotland was!) so i didnt expect DHL to get moving too quick to get the parcel back to Dixons.
i kept an eye on my C/C statement but still nothing so i phoned again on the 19th december. now their phone lines were jammed up and there was a massive wait to talk to anybody!!
Now dixons said the parcel was going to be back with them on the 21st. and the refund would be processed within 3-5 working days.

just tried to phone them again today, and again the automatic operator said there would be a 5 minute wait to talk to someone. so i put the phone down - not wasting my phone bill on them! have got their address, so will be writing to them, and will be trying to get in contact with my credit card provider, to see if there's anything they can do.
I'm glad that i'm not the only one who's had problems with them.

DIXONS + ONLINE = DON'T EVEN GO THERE!!!!!

SonjaLiK

Hiya, sorry to hear you're having problems with them as well.

Still nothing here; they keep claiming they've refunded the rest on 24th Dec which is impossible cos it would have gone through days ago.
Rechecked with bank, they confirmed it definitely would have been in the account already so Dixons are, once again, lying.

SonjaLiK

UPDATE:
FINISHED!
Finally got the refund a few days ago.
It was a few weeks back that we finally managed to convince them the refund they claimed had been put through wasn't actually through, they checked and eventually admitted it hadn't been done.
They then promised to do it that day or the next.
About a week later, it was in so our affairs with Dixons online are finally finished, about 6 weeks after we stupidly decided to use their services.

Never again. If they were the only company left, we wouldn't use them.