I ordered a laptop on the 7th April from http://www.dixons.co.uk/.
I was notified on the 8th that as the item was out of stock the order would be cancelled and refunded.
I phoned on the 11th and spoke to one of the Dixons staff who confirmed that the order was cancelled and the refund would be made that day (11th April).
I phoned again on the 19th because the money was not back in my account and spoke to someone called Rosana. after giving some phony story - they tried to make a refund on the 14th but 'raised the wrong docket', I told her that I did not like being given the run-around, a refund is not difficult (in my company it takes less than a minute to press the buttons to make a refund), and that if the money was not back in my account within 5 days I would be complaining to my bank.
She said she was going to put me through to their head office (yeah right!), and after holding repeatedly for about 20 minutes, I was told that the refund HAD been made whilst I was holding.
It's now the 27th still the money is not in my account.
I have spoken to my Bank but apparently I have to wait for 30 days to be up to put it through as a disputed transaction.
This is the kind of behavior one hears about from con-artists and criminals, not a high street brand.
Incidentally, a few years ago I had a similar problem with PC World Online...
Guess what ? It turns out that Dixons, Currys and PC World are ALL the same company now.
My advice to anyone reading this:
NEVER use Dixons, Currys or PC World online even if it looks like a good deal - if there are problems you WILL regret it.
Avoid Dixons.co.uk at all costs! I ordered this product as it was the cheapest on-line by far. I arranged for my product to be delivered on a specific day but item did not arrive. I called Dixons to be told there was a note of on the system that DHL left it 2 doors away with 'an elderly lady by the name of Pat'. The customer services representative explained this was odd as Dixons have an agreement with DHL not to leave the product with a neighbour unless they receive specific instruction to do so. She then elaborated and told me she had heard 'horror stories over the past couple of months regarding products being left on doorsteps, products being opened etc.
I knocked at the house where my product had been left, but a middle aged man answered the door, who confirmed he hadn't received a parcel, there was nobody by the name of 'Pat' and there certainly was no elderly lady living with him'. No card was put through my door highlighting delivery had been attempted, my fiancée was home all day and there was no knock on the door, both my immediate neighbours had been home all day, so why it was supposedly delivered 2 doors away is beyond me. DHL are closed at weekends so the matter could only be resolved mid-week. Despite DHL owning up to breaking the agreement, Dixons refused to send out a replacement product. All in all spoke to 10 representatives and 2 supervisors over a 1 month period. Lots spent on phone calls. One supervisor offered me a goodwill gesture on completion of order; notes were placed on the system to clarify this. The subsequent supervisor confirmed that no notes had been put on the system regarding goodwill. He then offered to speak to my local branch to arrange for me to go & collect the product in person, promised to call me back, but I never heard a thing. Both supervisors agreed DHL driver had acted dishonestly but did not escalate this with Police or DHL. Customer representatives give false names...was told one representatives name was 'Ash' but on subsequent call was told I was speaking to a person by the name of 'Din'. After complaining profusely to head office, was offered a £20 goodwill gesture and a refund of £69, I ended up paying £89.97 from Tesco Direct anyway, so I was still out of pocket. I'm in the process of writing a 5 page complaint letter to Head Office to try and seek reimbursement for the cost of phone calls (over £10), the cost of petrol, stress caused etc and to confirm I will fully co-operate with the police if they take the matter of theft up with DHL. It's simply not fair that a delivery driver can steal anything he likes and get away with it. All in all the whole experience has been a complete farce. Take my advice....buy elsewhere.
I actually am only after joining this site because i am so disgusted at the service provided by Dixons. One month after placing an order I still have not received my laptop. I've called several times and the customer services department are useless and cannot even confirm that the laptop is back in the warehouse after one week of calling them even thought he DHL tracking number said it was delviered and signed for back in Dixons warehouse 15 days ago!! I used to work in customer services myself and cannot believe how poor they are at thier job in Dixons! I will never buy anything from them again!
Just after Christmas this year we decided to bite the bullet and purchase a new tv for our living room, as well as a freeview + box, with the added incentive of buying prior to the VAT increase. We looked around a few of our local electrical shops, some of which have previously been as good, in terms of pricing, as some of the online competitors, and where possible we would try to support local retailers, to do our part for the local economy!
However, when we had decided on the brand of TV we wanted, as well as the size, we realised very quickly that there was a difference of £40 -£60 between the cheapest online retailers and our local outlets. Now, I wouldn't quibble over a few pounds and would give it to the local retailer, however £40 is a little too much to simply throw away, so we had no choice but to purchase online. The best price we could find the TV at was on amazon and dixons. Now, being a very regular purchaser on amazon, I automatically went for them, but when I actually sat down to buy the item, the tv had increased by £20 in the space of a couple of hours sine the time I first looked. So, I had no other option but to go for Dixons online.
Several years ago, we had a tumble dryer bought and delivered from Dixons and I had been very impressed, having received a short time slot for delivery, in comparison to the whole day affair that some retailers expect you to wait in for, and the item had arrived when stated, perfectly. Now, you may wander why I hesitated then to purchase from Dixons again. THe reason was, that when I looked up reviews on Dixons, there were an awful lot of negative reviews about the service offered by this company, and so I was dubious, worried that there delivery and service had changed since the last time I had used them.
I decided to take a risk however, given that Dixons were offering the best price for both the TV and freeview + box, as well as the added bonus of getting cashback through topcashback for the purchase (which by the way, was extremely speedy in tracking). I was (again) very impressed with Dixons. I found the website easy to use, and I was able to see details about each of the products. They also offer free delivery - which is a big incentive when you live in NOrthern Ireland, as very often retailers offer free delivery within the mainland, and we are left to pay for getting it shipped across the Irish Sea!
Ordering through the website was easy, and I felt that the site was secure when I was putting in my card details. After purchasing, I got offered a variety of delivery dates (including a Saturday at no extra charge). As it was being delivered to my husband's work, we picked the weekday we wanted, which was within a week of us placing the order. The delivery service had changed slightly from when I last used them, as there was no timings given for delivery on the day, but in this instance it wasn't really an issue.
After coming off the site, I checked my emails, and there was several messages from Dixons, confirming my orders and delivery information, which again, I felt was efficient. On closer inspection of the delivery information, I noticed that because the TV was a large item, it would be the one that was delivered by courier on the date requested. THe freeview + box would come by standard delivery a few days later.
Well, on the day specified, our new TV was delivered to my husband's work, and within a few days, the freeview + box came by standard post to his work - exactly as had been promised and according to the time scales given.
Now, I know that I have not had to deal with Dixons customer service, as everything has arrived in perfect working order and on time, so I cannot comment on how they handle some issues, but I am looking for an online service with is fast, efficient, safe and reliable, and Dixons online met all those requirements, so I cannot rate them highly enough in my own experience.
Dixons are one of the worst companies to deal with - their customer relations is zero and they are dragging down the Currys name as well by association.
This is the first review I have EVER writen and I am doing so because of the crap service.
I ordered a washing machine on 6/12/10 for delivery on 16/12/10 between 2.45pm and 6.45pm. At 7pm I had a call from the driver to say he could not make the delivery.
No other notification or communication was forthcoming so I telephoned the Dixons number 6 times - the calls are CHARGED at 5p/min and each time I rang I was told I had a min. 6 minute wait (a bit strange it was always 6 mins, its like a money making machine).
I got through 3 times eventually and each time I was promised a call back from their delivery people and each time I never got the call from them - they should have prioritised my delivery for 17/12/10 but I still have no definate date and I was told it could be 20/12/10!!!!!
My units are built in so I have to strip down the kitchen units on 15/12/10 in anticipation of my delivery - so now I have a kitchen in a mess until Dixons decide to deliver.
What rubbish service.
Ordered a freezer online from Dixons, paying an extra £10 for a guaranteed 3 hour delivery slot. Received an order confirmation by email shortly afterwards, but this only mentioned an all-day delivery slot. Phoned up customer support to query this, and was told that the query would be resolved by their Head Office (and that I should have an email from them).The day of the delivery arrived, and still no contact from Dixons. Phoned up customer support again (with my delivery number) to determine the likely delivery time, but was informed that they had no delivery in the system (as well as no information about the earlier query to Head Office)! No option but to cancel the order.Very, very poor service.
Dixons (DSG) and HP computers the worst customer service in this country.
Purchased two Hewlett Packard Pavillion Elite computers in April 2009.
From the day they were delivered they were not satisfactory or fit for purpose. Both identical M9565uk Pavillion Elite computers crashed, whined, slow and not fit for purpose.
Despite being in Warranty it took the "tech" guys until August 2009 to come out and start attemtpting to repair the computers BOTH with identical problems.
Was informed after several hours of phone calls, that we would not be entitled to a refund as they would have to undertake at least three repairs before that could even be considered.
Despite quoting the sales of goods act and proving that within the first six months both pc's were not fit for purpose, we were denied replacements.
We were told that we were making the issue up and were forced to record the faults on our mobile phones!
Customer service was below zero. They did not care at all and were very unhelpful.
We are now in June 2010. We purchased and extended warranty as we were so uncertain then of our rights.
Hewlett Packard have stated they do not have to comply with British Law and Dixons have stated that they do not recognise our statutory rights or the sales of goods act 1979!
Hewlett Packard sent out an official notice stating that there WAS an identified inherent problem with the graphics cards and cooling fans in these models.
The managing Directors office have stated that Dixons should replace the machines (why won't HP then???) .
The Blu Ray players do not function either and yet again, having to endure two weeks worth of trouble shooting and two days on the phone with HP technical support, cannot repair the players?
It is not rocket science. Two PCs from the same batch have an inherrent fault. Apparantly consumer law do not apply to these companies.
Registered disabled and require these machines to be able to communicate and try and enjoy our lifes.
Spent the very last of our savings on these machines.
DIXONS.co.uk and DSG group AND Hewlett Packard NEVER!,NEVER!,NEVER! You have been warned and will regret your decision!
I have to say I was a bit worried about using Dixons online, after reading a number of bad reviews. However, the price of the washing machine I was looking for was substantially cheaper, £70 in fact, plus delivery was free and they take away your old machine. Well I needn't have worried, as everything went super smooth and I had no problems at all. When I paid for the machine and chose a delivery date, they sent me an email with a number to phone at 9pm the night before delivery, to give me the four hour slot they would deliver. Not only that but I got a phonecall the day before reminding me to do so! However, I discovered that you can take the delivery number from the email and put it into Curry's delivery site and get the information there. (Looks like Currys and Dixons are the same company?)
Anyway, the men delivered and unpacked my machine, and took away the old one, which I had ready. I didn't pay extra to get it installed as I figured I could do that myself. They were polite and friendly, so no problem there. This was a Saturday delivery, no extra charge.
I hadn't used Dixons online store before last Christmas, when I decided to buy a television for my son's room. I had a search around online and found the telly I wanted and Dixons were offering it at the best price.
Dixons website is very easy to navigate and I soon found my way into the section for televisions. This was then split into different sections again, according to size. I chose 15" to 23" TVs and had a look for the telly I had spotted while searching earlier. I bought the Samsung SyncMaster P2270 HD 22", which is excellent as it is both a T.V. and a computer monitor in one. I had never heard of these before and they save so much space!
I added this item to my basket and was taken to a page, which showed me a range of items I might also like to purchase. I clicked to confirm that I only wanted the T.V. and proceeded to sign into my account, paying easily and quickly by debit card. I then received a confirmation email, stating what I had purchased and was informed it could take up to 7 days to arrive.
The telly actually arrived 4 days later by courier. It was very well packed in a large sturdy box and the T.V. was surrounded in polystyrene.
Because I had absolutely no problems with my order or the item I purchased, I have no clue of how well their customer service deals with complaints.
Dixons.co.uk sell a wide range of items including T.V's, DVD and Blu-ray, computers and printers, fridges and freezers, washing machines and dishwashers, consoles and iPods and many more.
I personally would buy from them again, as I paid a fair price and was given excellent service.
Really good service. Ordererd a DVD recorder 16:30 Tuesday 17 March and delivered to my door 08:30 Thursday 19 March. Thay say 3-4days delivery in my case not true. Out of interest the DVD recorder was the cheapest by far.
I ordered a washing machine and tumble dryer from Dixons, spending a total of more than £400, and took a day off work to take delivery.
When they arrived the washer was damaged and the delivery guys took it away, when arranging redelivery i asked for confirmation that the time slot would be the same, and was told it would be.
Needless to say, it wasnt the same and i was give 07.30-11.30 on a Sunday morning. I called the customer service team to tell them i would not be able to take delivery at that time and to rearrange.
I was advised that time slots could NOT be changed, and that regardless of the fact i was advising Dixons not to attempt delivery they would still be trying to deliver the washer and i would not be able to rearrange delivery until this one had failed.
No attempt was being made to resolve my issue so I asked that the customer service representative tell me how i could cancel my order so i could order from an alternative retailer and get my washer sooner and he said he would have someone back.
He did no such thing, instead he cancelled some internal re-delivery element of my order that means any future attempts to rearrange delivery have to be raised by head office, he did not raise the action required to refund me, he did not get anyone to call me back and he did not update the online status of my order.
The net effect of his action is nothing more than delaying whatever action i now take by two days. In addition to this Dixons tried to deliver the washing machine at 08.10 on Sunday, despite me telling them not too.
I only discovered all of this when i called them this morning to find out why no one had called me back.
I was given 2 options, wait 3-4 days for redelivery, thanks to the cancelled redelivery, or wait 5-8 working days for a refund.
When i asked how i raise a complaint i was told i was already through to the complaints department and he had listened to my complaint and didnt feel there was anything to answer, he also said there was no appeal or escalation available other than to his supervisor who would just go by what he said anyway.
The only reason i am giving one star is because zero stars doesnt seem to be an option!
I'm a real good bargain hunter, before I make my purchasing decision I make sure I have covered every single area, such as special discount codes and any sales.
I needed a good fridge freezer that was frost free, with a big capacity as our old Fridge freezer was given to us and not in the best condition, I wanted something frost free fairly big and stylish so I finally came across a Beko silver frost free fridge freezer on www.dixons.co.uk and they seemed to be cheaper by about £50 as the model I got was in the sale.
The site is very easy to navigate and its user friendly by fast loading pages and no annoying pop ups.
I selected the model I wanted and checked out, put in all my personal information, payment details etc and decided that I wanted to scrap my old fridge freezer for £3.50 which I thought was pretty good considering councils charge £15 to scrap fridge freezers.
They also charge £20 for delivery and you can select the date you wish and the nearest date I could select was a few days.
I got an email confirmation straight away, in fact something must have been wrong with there emails as I got the same confirmation about 8 times, but at least I got one! That's the main thing.
I also got an email giving me a tracking number which I could use online and from 9pm the day before delivery you can check a 4 hour time slot to see when your item will be arriving, mine said 18:00 hours -22:00hours.
I only got this fridge freezer this Monday and we got really heavy snow and I wasn't sure we were going to get this item at all but at around 1830hours we got a phone call from the delivery driver saying he was about 10 minutes away and if we had our old DEFROSTED fridge freezer ready for him to take.
Now I always thought you had to DEFROST your fridge freezer if you wished someone to scrap it, however it does not state anything about that on Dixons website or when you are selecting that service, me and my mother in law were talking about it a few days before and she said she never defrosted and they always took her old one for scrap, not sure what companies she was talking about but we decided to not DEFROST our fridge freezer for 2 reasons, 1) It's a pain in the backside and 2) We were not 100% sure this delivery was going to happen because of all the bad snow we had here.
Anyway I am going to email them and get my £3.50 back as they didn't scrap the fridge freezer so I am entitled to that money back.
I was upstairs when the delivery driver came so my other half dealt with it all but he seemed nice enough and took all packaging and boxes, although didn't say we had to leave it 4 hours to settle, we asked him.
I have no complaints over using Dixons Online and I have used them twice in the last 12 months, The first item I bought was a Tom tom and that arrived when they said it would too.
So if the price is right, go For It!
Dixons.co.uk moved from the High Street as the stores were re-badged Currys.Digital. Since then Dixons has taken the leap into a real pureplay retailer.
They now have a massive range compared to the high street days, stocking loads of white goods and large TVs compared to the cameras and food blenders of the past.
The best thing is - as an internet only provider their prices are as good as the likes of Amazon and the best thing is they actually list discount codes on their own site so no need to look around.
I have bought a few things in the past and in the main the experience has been really painless. Top brands at cheap prices. However, it hasn't all been plain, I have had a couple of issues with things not working first time. However when finally getting through to the customer service they handled my issues very well and resolved all the queries.
One of the worst customer care experiences I have come across. I ordered a washer dryer in January 2009 - it didnt turn up on the given delivery date - no call - nothing. Customer services dont call you back and are often rude - Eg) would only talk to the 'head of the household' - what????? - also cut off a number of times.I made a formal complaint 5 days ago and still havent heard anything. I will never order anything from them again and recommend you dont either.
I used to think Dixons were a good company but i forgot you shouldn't judge a company when things are going well but judge them when things are not going well.
I ordered a limited edtion Playstation 3 on Saturday 13 December, in stock when I ordered it and selected delivery for the 18th. I had not received my 3rd email by the wednesday which gives you a delivery reference so i checked my online account. The delivery status said "cancellation in progress". I rang Dixons to see what was going on and they did not know. They said they would get some one from the warehouse to ring me.Several hours later the warehouse rang me to say that sorry but we don't have any limited edition Playstation 3 left. How can that be I said when they were in stock when i ordered it several days ago? I was told it doesn't work like that and it is down to when it gets picked from the warehouse. They were unwilling to source from a Currys or PC World which are part of the same group nor would honour the online discounts if I was to buy from get myself from one of the stores mentioned.They asked me though if I would like one of their 80GB models. I was fuming that I had to enquire why they were cancelling it days after I had ordered it when it was in stock and the lack of customer care.
Worse was to come though. With only just over a week to Christmas it was going to be hard to find this limited edition PS3.
I managed to find the same package at a Currys store although they were missing one of the games. However when i went to pay my credit card was refused. When i checked Dixons had taken payment even though they could not fulfill my order.
Not only had they messed up my order they were now stopping me from getting it elsewhere.
I have sent a couple of emails saying how angry with what has happened and nobody has come back to me with a sorry or acknowledgement of them messing up.
Their prices or good but its no good if they never have any goods.
I shall no longer use them nor recommend them.