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On the 26th of December I ordered a migear Action Camera from Dicksmith online, due being in a remote area I wasn’t able to buy in store. During this time of arrival, I had decided I didn’t require the item anymore, as I received a go-pro for Christmas.
I rang dick smith on the 28th of December and received steps to return the order, first step was once the delivery people come, tell them to return it to the sender. Due to living in a rural area, we have to pick up our own delivers. The other option was to send back to dicksmith via the address below. The dicksmith representative wrote notes saying the item was subject to refund.
Resend Order
Dick Smith online
Replied payed 300 PO Box 300
Regents park NSW 2143
I sent it back to this address, and received confirmation through Australia post that this item had been received at Greenacre NSW on the 13th January 2014.
I rang Dicksmith on the 15th of January and the item had reached a dicksmith representative, and awaiting arrival to the warehouse. The representative had said I should receive a refund from 24-48 hours after this phone call.
On the 20th of January, I had called up again and the representative said the same thing, and that I should receive a refund 24-48 hours from this call.
On the 6th of February, a ticket was created via http://dse.freshdesk.com/ , at which I issued a receipt of my Australia post receipt and tracking number with a screenshot showing it had arrived at the destination. The ticket was closed, saying “issue resolved” I still haven’t received my refund!!
On the 10th of February I had called to check the progress of my refund, the representative had dug dip and rang the warehouse. The warehouse confirmed the item had arrived and the refund is now just waiting in the accounts team to approve the refund. The representative alerted me this should take 24-48 hours.
On the 17th of February I called to check the progress of my refund, the representative said the item has not received the warehouse. I had alerted the representative to check the caller log/minutes/notes of my reference number to see who the representative was who confirmed it reached the warehouse. The representative who confirmed it arrived at the warehouse wasn’t in that day. I alerted the representative to make a note of the name of the person I spoke to and ensure my reference notes were up to date so I didn’t start at square one with a new representative.
On the 27th of February, I received an email stating the following “Regarding to your inquiry please be inform that we need you to provide us the proof of returned item to our warehouse. If you could send through these details we will follow-up immediately for you.” I rang up immediately, and stated that I have already sent in my scanned Australia post receipt and screen shot of the events of postage. The representative, said I need to provide proof that it had received the warehouse.
On the 1st of March I rang up, and the representative said I need to provide proof it had been sent to the warehouse.
What I don’t understand is, 4 representatives have confirmed a dicksmith representative has received the item, and sent it to the warehouse. How am I meant to provide proof it has reached the warehouse, when a dicksmith representative has received it and is required to send it off to the warehouse. Secondly the item was confirmed to be in the warehouse on the 10th of February. I am back to square one at every phone call to dicksmith. I have never dealt with such an incompetent customer service, due to living in a rural area I didn’t have the comfort of going down to my local dicksmith store to return an item. I am fed up of this one way follow up, I do not recommend returning anything via dicksmith online. Any ideas on how I can get this resolved ?
Try just dealing with one representative instead, so ask for that persons name (who confirmed everything is ok), and on your subsequent calls, just ask to speak with that one person.