Dick Smith order missing after being paid for with PayPal

[Deactivated] on 25/04/2015 - 18:16

Hey guys and gals

I made use of dick smith online sale last week and bought some small items to CnC at my local store which said items in stock. Paid with PayPal. Order seemed to go thru OK. Checked my PP a/c which says everything fine, money paid to dick. Went to local store 48 hrs later to pick up, and they told me:

  1. They dont have the items and have not had them at that store for past 6 months !

  2. They cannot find my order on their computer even after I showed them confirmation email and order number

  3. They had a similar experiences a few times in the past month with 'missing' orders.

  4. I should cancel order and have money refunded

Well, I dont want to cancel order as the items were super cheap. I want to cnc so not to pay postage.

What should I do? Has anyone had a similar experience. Should I just seek refund thru PP?

TIA for any advice.

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Dick Smith / Kogan
Dick Smith / Kogan
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Comments

  • ozhunter on 25/04/2015 - 18:34
    +2

    Well, I dont want to cancel order as the items were super cheap

    If they don't have/sell the items, then they can't give it to you. Unfortunately all they have to provide is a refund.

    Should I just seek refund thru PP?

    So you wan't a refund? Either way, that's what is most likely you'll be getting.

    • [Deactivated] on 25/04/2015 - 20:03
      -3

      You sound like someone that works at Dick Smith.

      They shouldn't be "selling" something they don't or can't get.

      • bdl on 25/04/2015 - 20:16
        +2

        I agree completely, when I complained and asked why they were selling stuff that was clearly out of stock they had no response on phone and just said, "is there anything I can help you with?" total muppets.. soured my whole experience with them, very reluctant to place any future orders with them to be honest.. they have a lot to learn regarding online retail!

      • ozhunter on 25/04/2015 - 20:18
        +1

        What do you expect them to do? They aren't obligated to give you more than a refund.

        They shouldn't be "selling" something they don't or can't get.

        Of course not, but if they did or it is out of stock, then what?

        • [Deactivated] on 25/04/2015 - 21:58
          -3

          I think you've missed the point completely.

        • ozhunter on 25/04/2015 - 22:17

          @Drew22:

          Enlighten me.

  • bdl on 25/04/2015 - 19:20
    +2

    They screwed me around the same way, I had to go back two weeks after original order time and they still didn't have stock. They ended up cancelling my order (without my permission) and had NFI on the phone, too.

    Save your time and lodge a complaint with Dick Smith directly - saves having to go through the offshore call centre muppets. Lodge an email complaint at https://www.dicksmith.com.au/contacts/ and you'll have an Australian respond via email. If they still don't resolve to your satisfaction you will have an email paper-trail you can then take up with PayPal..

    • kimba88 on 25/04/2015 - 20:13

      Either that, or private messaging them on Facebook will get you somewhere too. I had to do that, as they had my money for over a month, they kept telling me they don't know where my order was and they would find out. In the end, I wasn't after any freebies, just an apology. But I ended up getting a $20 gift card because of their stuff up. Mind you, it was a $400 mobile phone they didn't deliver :-(

  • Nutrino on 25/04/2015 - 21:00
    +1

    I don't understand this click and collect computerised garbage. Give them a call and ask for stock. Live Internet stock levels for a bricks and mortar store is a disaster in the making.

  • KegofCanz on 25/04/2015 - 21:09
    +2

    Currently getting a similar stuff around, ordered 1.5 weeks ago. Website said "in stock", after a week of no email confirmation of shipping I phoned and they said they had no idea when more stock would be in and they would chase it up. Finally received an email a few days ago saying it was on the way with a con note. Most things in the past have arrived overnight, after 2 days I attempted to use the provided tracking and the website refused to take the number. Upon phoning DS again they said that they don't know why I got the email and they would chase it up.

    My issue is I also got a good price but with my impatient tendencies I can see myself going out and buying the item elsewhere at a higher price….FIRST WORLD PROBLEMS!!!!!

  • [Deactivated] on 25/04/2015 - 22:08

    Thanks for all the replies looks like it is common problem. My son used to work for dick smith but this was more than 10 yrs ago. They had online sales then too, but stock levels were pretty accurate, and you got the stuff within 1-2 days. I bought often from them online.

    Looks like they have got worse not better.

    Oh well, so much for my 'dick smith bargain'. From now on I will take your advice and ring the store first for stock before putting through cnc order.

    P.S. My eneloop orders always seemed to go through, seems like they are never out of stock hahahaha

    • bdl on 25/04/2015 - 23:27

      Eneloops are magical.

  • BobD on 26/04/2015 - 07:23

    I buy from them occasionally including their eBay store and I have been fortunate and had no serious stuffups. There was a TV that was slow coming (took about a week) and the tracking didn't work and neither did the Help and Hindrance desk. They seem to get hung up about buying by credit card so I always PayPal them. That seems to be smooth.

  • Store Repdicksmith @ Dick Smith / Kogan on 26/04/2015 - 11:16

    Hi @invalidwithoutphoto, are you able to send us a direct message with your order number so we can look into this for you?

    • Charity on 26/04/2015 - 22:42
      +2

      Nice cut and pasted response, Tricky Dicky. lol

      hey, i can help you out with your next response if you like…

      Dear UserName,

      After a thorough and careful investigation, we are unable to fulfil your order.

      Reason: invalid order number.

      Regards,

      John.
      Tricky Dicky customer relations.

  • austex on 26/04/2015 - 23:29
    -3

    I bought a television online with Dick Smith 2 weeks ago. I had a question about it, but the online people were closed, so I paid for it anyway. Got the confirmation email, went into the store, found the tv on display and asked my question. The sales guy says "I don't know, but I don't think so". So I said I'd bought it online, so if I got it home and it didn't do what I wanted could I bring it back to this store for a refund? He says "We don't have anything to do with online sales - they are a different company. We just hand out what comes in for people". I asked could we call them to see if THEY knew the answer. "No" he says, "our phone doesn't work". "You run a business and your phone doesn't work?" I said. So he says "Well, it works sometimes, just not for interstate calls out here". "Oh," I said, " so does it work in your office all right?". "I guess it would, but we couldn't phone the online store". "Lets ask your boss" I said. So the boss comes out and I go through it all again, starting with my initial question. "No" he says "our TV's don't have such old technology in them. You probably won't find that anywhere". "That's funny" I said "JB Hi Fi across the mall aisle sells tv's with it, but they are all 65 inch and i didn't want one that large". So he walked over to the cash register and asked me if my name was "X". I said yes. He printed out what looked like a sales docket, handed it to me and I asked what it was. "It's your refund" he says. "I've submitted it to online sales and your money should be back in your account in a couple of days." The sad thing is, while all this was going on I had actually decided that the feature I was querying wasn't really that important and I would take the television anyway. Never got the chance, though. Happy Ending anyway - bought one from Kogan that night - just what I wanted and $100 cheaper !!!

    • ozhunter on 26/04/2015 - 23:50

      Cool story.

    • Charity on 27/04/2015 - 05:39
      +1

      TL;DR = dick was inadequate, but still got a happy ending

  • [Deactivated] on 29/04/2015 - 23:27

    Finally got it yesterday. Couldnt be bothered with the call centre. kept ringing the store every day until one day they said they have it come and get it. Wouldve been really p… off if it had been a $1500 tv !!!!!

    As https://www.ozbargain.com.au/user/120753 said… Finally happy endings from dick!!!!!!

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