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16 December 2003
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Dixons Stores Group
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On 25 November, I used a search engine to find the best price
for a digital camera I particularily wanted as a Christmas present,
the Fuji S5000. The results returned a few companies, the cheapest
of which came up with www.dixons.co.uk. I took a look on their
website for the camera which was marked as a stock item. I then
decided to purchase the camera together with an 128Mb xD card
(both items of which were in stock). I took out their 12 months
Buy now pay later at 0% interest deal.
I received the agreement in the post 2 days after and returned
it via first class post immediately. Dixons acknowledged the processing
of this and two days later took the 10% deposit from my card this
was on 4th December. On the 7th December I phoned Dixons on line
and spoke to a guy called Pritchard. He stated that there was
no problem with my order and that the goods will be shipped within
2 working days. At this stage, I checked the website again and
both items were again showing in stock.
On 10th December I then receive an email from Dixons stating that
there was a problem with my order due to no stock. I emailed them
for clarification and received an email back on 11 December stating
that the goods were out of stock at the moment awaiting more stock
in from their supplier. They have asked that I wait 7 working
days during which the goods will be shipped or I will receive
another email stating an update on the delay.
The "careless" communication of this company leaves
much to be desired (I have sent several emails to them which are
either ignored or take days to respond to). But my main gripe
is that at all stages (including today) the items show as in stock
on their website with no indication of a delay.
So WHY is there a delay in simply shipping my goods out to me?
Instead I a fed some bull about the order going through, then
I receive an email about a delay. Or is it a case of the right
hand not knowing what the left hand is doing?
At the moment, I don't know whether to wait or cancel. If I cancel
I have a feeling that I am going to have to fight to get my deposit
back and the credit agreement cancelled. If I wait, how long are
they going to delay my order (and more to the point WHY??)
I am extremely unhappy with this and make no hesitation in asking
all friends and family to avoid Dixons at all costs . Dixons are
a recognised High Street chain, I shouldn't have these problems.
Perhaps this buy now pay later scheme of Dixons means that you
order now then receive the goods in 12 months time when payment
Link to Other Dixon Group Company
I've got a similar complaint just
started regarding being told goods were available, then not being
available, then being delivered, then they can't deliver them because
no one was there to accept them! ( in all the time - 5 people in
the living room most looking out of the window!). Will post full
complaint when Dixons Group reply. Ray Bell .. 22 December
Ordered an IPAQ 5550 from the website
on 20/12/03. Recieved agreement for credit on 23rd
and sent it off for receipt and acknowledgement from Dixons on 30th
December. That's where it stops. Now 5th January, They never ever
answer the phone and give " All our operators are busy".
They don't reply to emails and my order status onlide says "order
received on 20/12/03". I would cancel the order except it will
probably turn up the following day and then take an infinity to
cancel the order and have my credit returned. Take my advice buy
I even tried going to the shop (which the website says you can)
but they didn't give a monkeys chuff about the order and said it
is a completely different company. I found it ironic that a completely
different company can have the same level of indifference and disdain
for customer sthat are desperate to part with 450 quid of their
hard earned money. Happy Christmas Dixons you are the crappest of
crap with customer service.
Stephen Hughes ... 5 January 2004
I am writing to tell you as I am most
unhappy about the way the repair to my playstation 2 was handled
as my ps2 had developed a fault. I took it into
dixon's in walsall branch no 0166 to be repaired as i was covered
by a coverplan service agreement refrence 0166xxxxxx and was handed
a repair recepit no 406xxxx and was told it should be returned to
me before christmas.
So I waited 4 weeks and returned on the 29th december 2003 and spoke
to the deputy manager and explained that I had waited 4 weeks and
it still had not been returned to me. She then told me to ring coverplan
customer service's and they would send me vouchers so I could obtain
a new ps2. I contacted coverplan and told they do not normally do
this as ps2's are not usally repaired just replaced i was then put
through to another person and was told that he had never heard of
this being done and i should have received a new ps2within 7 days.
i was then put on hold while he contacted the walsall store to find
out what was going on he then told me that they could not trace
where it had been sent he then told me to contact the walsall store
so i did this and was told that they had contacted the mastercare
info team and that i had to wait another 2 weeks i then returned
to the store on the 12/1/04 and was given a replacement i am most
annoyed that my childeren had to go through xmas not being able
to play the games that where given them as presents brought at your
not only have i had to take 5 hours of work and spend over 9 in
phone credit in sorting this matter out but my kids xmas was spoiled
a company such as dixons should not let this sort of thing happen
i hope you could sort this matter out. iawait your reply Darren
Gilbert ... 12 January 2004
Editor's Note: Forwarded to
Dixons by email on 23 February 2004
here for Dixon's response
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