Dick Smith Online - Worst Customer Service Ever

ropdoh on 01/02/2011 - 22:20

Maybe everyone else already knows this, or maybe others have had better experiences than I do, but given my recent and ongoing suffering at the hands of Dick Smith Online's customer support (or lack thereof) I would strongly advise anyone contemplating to purchase from them not to.

The short version is I purchased a TV from them on 27 December 2010, and have yet to receive a working television from them. Throughout the process they have lied to me repeatedly about the availability of the television and the delivery times, and the one apology I have received from them is turned out to be the most insincere apology I have ever received, as the person who gave it to me, after explicitly telling me I could call them back directly if I had any further problems, proceeded to ignore all my subsequent phonecalls.

Their chosen courier, Startrack Express, seems to be equally useless. Including conveniently attempting to deliver the item to the wrong address when I had taken a day off from work to be there for the delivery at home, and then trying to tell me that this was my fault somehow.

At the moment the saga is way too long to put in this post without scaring off people from reading it, suffice to say that my first complaint letter to them was 2 pages long, and the follow up one I am now writing is 6 pages long.

So, to anyone contemplating using Dick Smith's online to purchase anything, I reiterate my advise: DON'T

General Discussion

Related Stores

dse.com.au
dse.com.au

Comments

  • issh on 01/02/2011 - 22:38
    -1

    One word:ACCC

    • pspman on 01/02/2011 - 22:41

      Sorry to burst your bubble but thats 4 words.

      • infernal_max on 02/02/2011 - 19:21
        -1

        4 letters you mean….

        • AntMan76 on 02/02/2011 - 19:52

          One acronym

        • pspman on 02/02/2011 - 22:52

          Australian Competition and Consumer Commission

          5 words actually. And yeah 1 accronym ahah

    • llama on 02/02/2011 - 01:14
      +1

      2 pages is a waste of time & 6 pages will get you nowhere

      Just demand it fixed immediately or a refund. Maybe 1 paragraph.

  • nats on 01/02/2011 - 22:57
    +2

    Do you have a store nearby? had a similar sort of problem with a DS branded portable dvd player which I bought online and took it in store after it failed to play discs. Took about a month, but I walked into the store and demanded to know what was going on? the peculiar looking lady who was also the manager went into her office and came back telling me to pick up a new one from the shelf, I also got refunded the difference, being assertive and persistent helps and nothing beats face to face showdowns.

  • mangew on 02/02/2011 - 07:39

    6 Pages? How can you rant for that long? I agree with 'llama' be succint to get the demand message across. Lodge a complaint via Fair Trading.

  • ESEMCE on 02/02/2011 - 08:24

    Star Track Express… there's at least half the problem right there!
    Had exactly the same issue (going to the wrong address) for a business parcel where the recipient stayed at home all day.
    I got a blasting and when I called up about it, they refused to re-deliver and said the recipient would have to drive to the depot.
    When she arrived there were 10 people sitting around doing nothing (ie reading magazines/chatting) and she waited 10 minutes to be served!

    • RandomNinja on 02/02/2011 - 13:22

      +1 to Star Track being godawful.

      Will opt for DHL or Fedex over them anyday, may not be cheapest, but sure as heck more reliable in my experience.

    • [Deactivated] on 02/02/2011 - 13:27
      -1

      same experience with australian air express (same as STE?) when i used DSE online. Saw online that they had "attempted" delivery which was total crap then called up and they tried to tell me it was because my name was not complete on the delivery label. In the end i had to haul ass to the depot and get it myself - 3-4 staff sitting around doing nothing, had to wait ages for someone to help, then when they went to get my item they wen out back for ages, but my parcel was sitting on the front shelf the whole time. The label had my full name printed on it as well so that lady was taking crap. I will avoid any online purchases that use Australian Air Express as their delivery method.

      • auna on 11/02/2011 - 11:46
        -1

        If you have problems with AAE you will have unbelievable problems with other companies. They are one of the best delivery options available, I got mine literally overnight after ordering.

  • ropdoh on 02/02/2011 - 19:15

    Hearing that other people have suffered at the hands of Star Track Express almost makes me happy that I am not alone in this, but obviously I don't wish their appalling service on anyone.

    If I had a car, I would have demanded a refund by now and gone and picked up a television off the shelf, but since I don't this is why I went the online route in the first place, so that I could have it delivered. Seemed like a good idea at the time, but in hindsight it would have been better to go to a shop and pay for a taxi ride home.

    Would you guys recommend complaining to ACCC, Consumer Affairs Victoria, or both?

    • infernal_max on 02/02/2011 - 19:31

      i dont think its unreasonable to ask for a courier from the nearest store, have you tried that? When I worked at target as a storeman, sometimes I wouldnt be aware that I hadnt shipped a customers laybe (furniture, trampolines/tvs) and they called back naturally pissed, so id have to organise a courier for delivery within hours. And if they dont, ask for a refund and shop elsewhere

  • mizzaussie on 24/03/2011 - 09:42

    ill be another to add to the list missed a delivery yesterday and rang custoemer service, the first girl i spoke to said oh you can pick it up i was like great i have the day off anyways, was put through to another lady who was quite rude and told me i could not pick it up i have to get intouch with dick smith inwriting to state that i would like to pick it up myself and then it would have to be sent to them

    then stated no we wont deliver today your too late,, then expected me to be home tomorrow betwwen 9am-3pm WE WORK!! how am i ever going to pick it up as the order was listed under my partners name for reasons

    australia post would have been much better if they were the ones whom delivered!

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