Dixons/DHL Nightmare

danielle24

Has anyone else had any big problems with items ordered from Dixons online? I thought it would be a clever idea a couple of Saturdays ago to order a new Eee PC from them via Quidco and using a discount code to save even more.

The PC was scheduled for delivery to my work by DHL, who according to their website did deliver it the following Wednesday but to a person who doesn't exist and at a time our reception is closed - in fact we know they never attempted the delivery as our security footage proves it.

I called Dixons and DHL to report the problem and this is where my nightmare started - it seems that low prices meant poor customer service. Both sides said the other would sort it out for me and that it would only take a day or so to sort out. Hah. Yeah right.

After a day or so I decided to stop dealing with DHL as they accused me/my staff of theft and swung between being nice and just awful to me, especially after I reported that we could prove they never delivered via CCTV footage.

At no time did Dixons ever call to tell me what was happening. I called every day or so to find out, with no real effort from their customer services to solve my problem.

Finally, last Friday, over a week after the parcel went missing Dixons emailed to say they'd organised delivery of a replacement - to my work! Even though I had told them not to, to send it to my home address in the priority 5-8pm slot in a conversation with a customer advisor on Wednesday. Apparently they can't actually change from a work to a home delivery once the sale is processed but no one told me this at any stage. But a sales member on Friday said she'd ask Head Office to fix this for me. My OH pointed out that if they had sent me a dispatch note that the parcel was probably on its way already and that the woman was fibbing!

Saturday evening I got an email saying they'd canceled my order.

I called this morning and apparently they had to cancel the order altogether to be able to send it to my home address. Oh, why didn't they tell me this in the email rather than make me really upset as they'd canceled an order that had already taken up literally five hours of my time to sort out!

They say my PC would be delivered in the next few days to my home address, no idea when.

I wish I'd just canceled when this all first started but I am reclaiming some of the expense back in my tax as it's for work purposes and I want to include it in last year's financial year, not this one, and to get Quidco back. Not that I am going to get that now as they cancelled my order and did a fresh one without asking me.

What makes this most frustrating is that they delivered another order I made on the same day with no hassle!

Dixons have good items at good prices and if things go right they're awesome. But when things go wrong, they are awful. I've worked in sales and I know work in communications, and if they'd just given me some idea of what was happening to my order I'd actually be happy with them!

mute_posting

danielle24 wrote: »

Dixons have good items at good prices

I must admit, I've never found any! :rotfl:

MP

sparkymark_3

:mad: Had similar delivery problems with Dixons/ DHL - payed extra for specific day delivery, stayed in all day, no TV phoned up Dixons, they blamed DHL - attitude was could not give a damn ! Stayed in again all day and in the end Dixons told me I could collect it from DHL depot. No suggestion from them in original phone call that I could do this !!