Non existent customer service (Dixons)

Member Name: atcoboy

Product:	Dixons
Date:	07/01/09 (262 review reads)
Rating:

Advantages: None

Disadvantages: Treated like an idiot. No complaints procedure

Twice I have used the Dixons website in the past week in an attempt to purchase a Miele Vacuum cleaner.

The first time, the cleaner was advertised for £210.99 but upon reaching the payment page, the price had "mysteriously" risen to £240.77 (no extras added I must stress). Upon querying this via email I was told this could not have happened and the correct price was the higher one. Of course when I received this repsonse 5 days after my enquiry, the website had been changed (surprise surprsie!)

So, upon looking again I noted that Dixons advertised a "price match promise" which promises to match the prices of several major online competitors so long as certain conditions are met. You basically email them the details and your name and they claim to email you back within 24hrs of a valid claim with an individual discount code. This I did, as per the instructions on the the website.

After 4 days wait, I phoned customer services to find out why I hadn't received my dicsount code (call me a cynic but I didn't want to wait until the competitor raised their price again!) only to be told by the Dixons rep that the price promise didn't exist!??! I told them to look at the homepage and even detailed where it appeared and was put on hold. 3 mins later I was informed that I was correct after all and that staff hadn't been informed. That's fair enough I thought and so asked that now they accepeted the policy as existing, how I could find out the status of my claim. I was instructed to purchase the item as normal (and pay for it!) before phoning back with a ref # and details of the lower priced site so they could forward the claim onto head office for approval/checking then (hopefull) refund of the difference!

Of course, the cynic in me again didn't like the idea of paying up front then relying on head office to verify the claim before the other company changed their pricing and so I asked why what he was suggesting was completley contridictary as to the instructions on the website. I was instructed that if I didn't like this method then "I suggest you take your business elsewhere"....incredible customer service!

When asked to speak to a supervisor to ask as to the contridictary advice on the phone and the website I was told that none were available and promptly disconnected........unbeleiveable!

As an aside, there is no clear and transparent complaints procedure other than calling the aforementioned customer service number (0844 number) or emailing them. I await a respone to my email.........and from trading standards.....and from the CE!!!

Summary: Wouldn't touch with a bargepole. Try John Lewis for same prices