Dick Smith Emailed That My Order Is Ready but Dick Smith Shop Is Saying They Won't Honour The Deal

LCraftVault on 22/10/2014 - 00:43
Last edited 22/10/2014 - 01:39

As per deal posted few days back

EMTEC 32GB Thumb Drive - $9.95 Click & Collect

I called Riverton, WA store next day after placing the order and they said they received a call from Head Office saying all orders will be cancelled and they are instructed to pass this message this customer. I checked on ozbargain and found many people said that.

On same day, I email Dick Smith regarding either they should refund my money or honour the deal. I received an email today

Good Morning

Thank you for taking time to email Dick Smith Online requesting an update on your order.

We would like to take this opportunity to apologize for the delay in responding to your email. At Dick Smith, we strive to provide the best customer service possible and understand that we could have caused and inconvenience with our delay.

I would like to inform you that your order was finalized on October 18, 2014 and ready for pick up in Riverton.

If you have any further inquiries please do not hesitate to contact us.

Thanks,

After this email, I called Dick Smith store again and explained everything that I have received an email from Dick Smith saying to collect the order but this guy refused to give me my order and said that first I should get my money back and then come to the store for a deal for thumb drive.

I have email Dick Smith again and I have no idea what to do now. 99.9% that my money would be refunded and no action will be taken towards this store. Store owner was rude and was not willing to listen to me at all.

Please suggest me what can be done.

Thanks

General Discussion

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Comments

  • Settero on 22/10/2014 - 01:00
    +14

    dude it was a error.
    get your refund and move on

  • cheesecactus on 22/10/2014 - 01:22
    +2

    Yeah they can refuse to sell it to you since it was an error.

    Also "but this Indian guy refused to give me my order" seems a bit unnecessary.

    • Morien on 22/10/2014 - 01:36
      +3

      Oh, I dunno. The guys race seems to be absolutely relevant! /sarcasm

      • CraftVault on 22/10/2014 - 01:46
        -4

        Why I said that is, I have been to other Dick Smith stores as well and I never ever had issues in price matching but this is the second time I am having problem at this store, First was the Price Match.

        • Morien on 22/10/2014 - 13:53
          +1

          Sure. After all the guy was Indian!

      • eatwell365 on 22/10/2014 - 03:56

        His likely brother who works in DSE NSW has the same reply and attitude.

    • CraftVault on 22/10/2014 - 01:38

      If head office is sending an email saying order is ready and ready to be collected, Dick Smith store should honour it. I did send an email asking them if this is a pricing error, please refund my money but they send that email to me that order is ready to be collected.

      I am not annoyed that my order is not fulfilled, I am upset because store owner didn't listen to me at all. He is being rude.

      • cheesecactus on 22/10/2014 - 02:04
        +2

        I called Riverton, WA store next day after placing the order and they said they received a call from Head Office saying all orders will be cancelled and they are instructed to pass this message this customer.

        I am upset because store owner didn't listen to me at all. He is being rude.

        And he's upset because you're not listening to HIM! You're being equally rude.

        Seriously, what did you expect after the store explicitly said they wouldn't honour the deal and would refund you. Why go in to the store and continue arguing?

        I imagine the person who replied to your email was just following a template (the answer looks pretty generic) and didnt even read your mail properly. Just checked what you ordered, saw it was in stock, and sent you the email.

        • CraftVault on 22/10/2014 - 02:50

          I didn't argue with him. I asked him politely over the phone.

          First, He is saying ask for refund and Head Office is saying collect the order, obviously there is some problem in communication between dick Smith store and head office

          Second, I agree to your point that it might be a template (but I never received a cancellation email as well)

          Third, I did listen to him on Saturday when I called the store and he said sorry we can't process your order, there is a pricing error. I emailed head Office about the clarification. So did I today as well.

          I just asked for views about how Dick Smith store said they can't process the order even If I have the email. I simply asked them to call head office and Riverton store refused.

          What would you do in this situation????

          They can't make decision every time. They represent Dick Smith. If it is pricing error, I am happy to accept the refund but at least they should have told me that they will clarify with head office from their end when I asked them to.

          When Officeworks says no to price match, they tell you why they are not doing it and they have everything in written. If there is a pricing error, they either honour it or they simply refund the money. Officeworks employees will not turn you down if you have a email to collect the order, if they have the doubt they will contact the head office, they won't ask me to go back and ask head office again.

        • mmd on 22/10/2014 - 04:42
          +3

          @CraftVault:

          I just asked for views about how Dick Smith store said they can't process the order even If I have the email. I simply asked them to call head office and Riverton store refused.
          What would you do in this situation????

          Would head office still be open on Saturday?
          Move along like everyone else (I didnt even bother buying it as it sounded like a price error.). DS online/instore cant override what DS head office instructed them to do. The confirmation email was sent out in error to you like cheesecactus explained. You probably will never receive a cancellation email because your original confirmation letter was sent out in error. Yes, it is annoying because the online DS person probably didnt read the memo let alone your email properly.
          Regardless, did you read the terms and conditions prior to clicking on the checkout button? It goes something along the line of DS reserving the right to cancel due to price error. It's ok if you didnt read it. Not many ppl do anyway. Some ppl were lucky since the employees didn't check their email. Most ppl weren't.

          Craft Vault
          Member Since
          11 Aug 2014

          Welcome to ozbargain.
          I hope your store has a price error disclaimer somewhere. What would you do if there was a price error in your craftstore, and there are several hundred ozb orders? :P

  • RockyRaccoon on 22/10/2014 - 04:03

    Please suggest me what can be done.

    Nothing, except wait for the next reply from Head Office.

    Nobody here can really help until that is clarified. If its not going to be honored, all you can do is move on. If it is then you can pick it up.

  • Davo1111 on 22/10/2014 - 08:33
    +1

    This is definitely something the high court of Australia would be interested in

  • bb_hunter on 22/10/2014 - 08:36

    lesson learnt from the $5 gift card deal, when you purchase from DSE online use Paypal. I am having a hard time trying to get my credit card refunded due to the fault of DSE. Either they don't answer email or they don't know what happened to my transaction. If I have paid using Paypal I would just lodge a dispute to recover my fund.
    Get your money back and move on.

  • spychiatrist on 22/10/2014 - 10:31

    Another happy dick customer. Welcome to the world of price errors!

  • Ramrunner on 22/10/2014 - 11:21

    At this point maybe time to vote with our wallets? I've seen a lot of problems such as this with Dick Smith lately - not just here but my personal experience also.

    Maybe just buy from alternatives instead? If their sales go down surely this would give them a message to start providing better service once again?

    I actually miss the days when Dick Smith was a true electronics store - not just a reseller of box items….sigh.

  • DEvok on 24/10/2014 - 19:44

    That's why I never buy from dickys, running into chance I of having issues like this.

  • bigsarg7 on 24/10/2014 - 20:33
    +1

    I bought 2 of the usb drives. Got an email after a couple of days and they said they would not honour the price which I was ok with. Then a couple of days later I got an ams to say the order was ready for pick up. I went to DS store and they gave me the order and said that the price was wrong and someone stuffed up but still sold them to me!

    Very happy.

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