Dealextreme.com

Tea3

I found out about this company through a thread on this forum last year. The start of November I ordered a few things to try them out and out of the 5 items 2 of them arrived late November and 2 arrived start of December (three things were different from advertised but nothing to cause a problem). The third item was a red fluffy dog keyring which I ordered as a part xmas gift for my mum (red is her fav colour). We waited until just before Xmas (8 weeks) and then a PINK dog keyring arrived. I explained to dealextreme and they said to take photo and send it to them etc and they would send out red one. Good service I thought so sent off photo and let my mum know this red item was on its way for her. I had to email a few times to try and check when dog would arrive as nothing was updated on account etc for almost a month - I was continually assured it would definately be sent! The third week of January (12 weeks after placing order) the replacement dog arrived which was also Pink! I contacted deal extreme again who apologised and asked for photo etc again. Finally they agreed they would send out the red dog keyring to us and apologised again. Last week - 15 weeks / nearly 4 months after placing the initial order the third dog arrived and guess what??? In was pink!!!! Dealextreme now say they cannot send red dog (which is still on their website) and they will not refund me and 'I can get something free next time I order'!!! Needless to say unless I fancy a 'pot luck' item I am not likely to be ordering from them again.

I know that on some things colour is not important but I bought this specifically because it looked like my mums dog and was neon red colour which she loves - the pink sent is a candy floss/baby pink and very pastel/girlie colours. Nice though it may be it is not Red and how they can still advertise this on their website is a joke. I did offer to return all three pink dogs providing they refund the postage amount, and have been very polite with them over the past 4 months but this 'we will send you a random object' is a laugh - if they cant send the item I ordered I believe they should refund me and at least remove item as for sale on their website not offer to send me some random object to say sorry - needless to say I have placed my first and last order with them until I receive either my refund or red dog.

Just thought I should post here as it was on this forum where I saw many people saying how good prices were etc on their website (cant find that original post now) but if you need something of a specific colour advertised forget it.

PS - two of the other items I ordered were different colour and one was a different style but with these items colour/style did not matter too much so I was happy enough with those items but out of 5 items ordered only one was the colour and style advertised on their website so be warned if you like something because of its style/colour.

ADDED - Paypal dispute opened but I suspect they will want me to return the three wrong dogs which I can understand however as they got it wrong THREE times and I need to return signed for post it will cost much much more in postage than original item cost to buy - one dog returning by standard post fine but they sent THREE wrong so dont know what paypal will say about this one but prob 'bite the bullet' and return them all (again told them several times direct that I am more than happy to return these if they refund return postage, but unfortunately sale of goods act only covers uk and eu).

hollydays

I must admit,I am not sure what neon red would look like.

Tea3

http://www.dealextreme.com/details.dx/sku.3998
Its a bright red colour as they show on their website (they have other colours listed seperately on their website but not a pink one anyway) - the item received is a very baby pink colour - could no way be mistaken for red.

I know the item is cheap but its the principal and their overall unhelpfulness thats frustrating me - I particularly wanted this one as mum loves red and her dog looks like this (german spitz) and the assured me over many months that all would be ok so I told mum to expect it and she was more excited about this than her other things (nuts about red and nuts about spitz - strange lady lol).

princessflea

Glad somebody has posted about them and their usless customer service.
I ordered one ds card from them in October last year which arrived within a week so I placed an order for a few more at the beginning of November as presents for friends at a cost of £150. These hadn't arrived 10 days later but I wasn't worried and actually placed another order on behalf of a colleague for £150.
Towards the end of November I contacted them to ask the status of my order. 7 emails later I was just constantly being told that there was no problem, the items were in stock and were just delayed due to xmas orders.
23 emails later! and mid December I received an email to say that the items were out of stock but should be in stock the next day. I then received one email to say the item was out of stock at the same time as an email saying that the 2nd order had shipped.
I thanked them but asked where the 1st order was to be told that the cards were now out of stock.
The next day I received a refund of £24??!
My 2nd order was received 28th December and my first order was received 4th January minus one card. 2 Months after ordering and approximated 35 emails later with no satisfactory response from customer services.

dinglebert

Ordered DS1 just after Christmas arrived just over 2 weeks later. broken. They asked me to return which i have done, (they have paid postage for it). Still showing 10 days after arriving at their post office as waiting to be collected. Communication is very poor.

Tea3

I too am disgusted by their lack of care - things go wrong, break or are sent incorrectly it happens with most businesses however I think the after-sales care is what makes a business good or bad and in this case dealextreme fail miserably! Cheap prices yes, Quick Dispatch yes (when items are in stock), but these are useless when they care not a jot about helping when things go wrong - especially when THEY mess up a delivery THREE times!!!

grilli

I must be 1 of the lucky ones then, i have ordered with them at least 5 times recently and have received all my items in working order and received what i ordered. They have taken a bit longer than normal but thats was explained when i made the order.

dinglebert

dinglebert wrote: »

Ordered DS1 just after Christmas arrived just over 2 weeks later. broken. They asked me to return which i have done, (they have paid postage for it). Still showing 10 days after arriving at their post office as waiting to be collected. Communication is very poor.

Update: They're customer service ticket system has just changed and become even more of a nightmare for customers. they have closed all the current tickets and asked customers to open next tickets on the new system. Trouble is that it asks you to include 4 scans, one of the faulty item, one of everything you got, one of the front and one of the back of the envelope it arrived in. if you do not include these photos you cant submit the ticket. For people like me who had sent back the faulty item 3 weeks before it is a slightly tricky problem to photograph a non existant envelop. I just sent them a photo of myself instead. Next problem is that before you submit you have to enter one of those letters and numbers things which are randomly generated and sometimes were difficult to read. You have to enter this within 90 seconds of it appearing. Of course it appears when you load the page and so by the time you have added your photos typed in the text etc the code is out of time. It regenerates a new code but if you have included large pictures which take more than 90 seconds to go then again your out of time.

Anyway I finally managed to submit the new ticket and got a reply wondering why I needed help did I not know how to operate the faulty item. I mailed back again explaining again etc. They finally replied saying they were looking into it. Meanwhile the replacement from Hong Kong dropped through my letterbox while they were still trying to work out what the problem was.

They do have a customer forum which is filled with complaints like mine about their lack of customer service. Apparently recent slow customer service has been a mixture of a 10 day Chinese New Year holiday and 5 days of torrential storms meaning customer service staff being unable to get to work.

Tea3

hehehe does not explain why my problem has gone on since December lol.
I agree that the new contact system is a nightmare - I just sent three photos of the pink dog as I dont have the first, second or third wrapping as these were received a while back now and as I was never asked for them before when I made the initial complaint I never thought to photograph them. All in all glad mines is not for alot of money but my second order was ready to go and was for over £50 so glad I did not go ahead with that one.

Tea3

Quick Update - FINALLY they agreed they were in the wrong and have now agreed to deduct this amount off my next order - not ideal as I dont particularly want to place another order after 4 months of hassle over this small amount, but its something Will place an order to this 'credit' value only so at least I get something back.

To all others with problem - keep on at them - it took me about 8 tickets - opening a new one to complain about the service everytime they 'closed' an old one, so keep on and hope you all get it sorted too.

soolin

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