This is the third letter I have
written to Dixons regarding a complaint, which they seem unwilling
to do anything about or unwilling to reply.
I finally received a refund 32 days after my initial request.
Dixons have not not even bothered to respond to my complaint.
I would advise anyone not to use dixons online as they offer a
very poor standard of customer service.
On 20 December 2002 I purchased a camcorder from the
Dixons website – order number D00xxxxxxx. I received an
e mail on 24 December saying that the order was being sent by
securicor and according to the e mail deliveries would arrive
within one working day of the dispatch between 4 & 9pm. I
realised, because of the Christmas holidays that it may take a
little longer than normal.
On the 4th January I contacted your call centre to see what was
happening with the delivery, as I had not received it. I spoke
to someone called Debbie, who told me that securicor could not
find my address, but would deliver it on Monday 6th of January.
On the Monday, someone from securicor contacted me to ask where
exactly I lived and assured me the parcel would be delivered the
next working day between 4 & 9pm. I arranged time off from
work so that I would be in the house between these hours. However
according to the securicor website they actually tried to deliver
the parcel during the day when I was at work..
On Wednesday 8th January, I contacted your call centre again to
find out why this had happened. I spoke to a Mr DS who was very
unhelpful. Because of this I asked for a refund and Mr S refused.
I asked to speak to a manager, again he refused saying if I wanted
to make a complaint I would have to put it in writing. I then
asked for the number of Dixons head office to try to resolve the
situation, but again he refused to give this to me.
I found out the telephone number from an alternative source and
spoke with your head office who told me that I could speak to
one of your managers and to try again. I spoke to Mr AR on the
8th. I asked for a refund as I felt that due to the standard of
customer service I was getting from your company, I no longer
wanted the goods, also due to the length of time I was left waiting
for the goods I felt very let down by Dixons. Mr A told me that
he had arranged for the parcel to be returned and that I could
not have a refund until it was back with Dixons, but the money
should be in my account in about 7 days.
I again contacted the call centre on 14th January as after checking
the securicor website I found that the parcel was still not recalled.
I spoke to someone called Jonathan on extension 1xxxx. He would
not give me his surname and when I asked to speak to a manager,
he said it is not company policy, managers do not take calls.
I again contacted your call centre on Wednesday 15th January to
try yet again to obtain a refund. I spoke to a Ms LC who again
told me that the parcel would be recalled and I would have a refund
in about 7 days. I checked the securicor website on 17th January
only to find that the parcel was still being held for redelivery.
I spoke to Mr MW on the 17th January. He investigated the situation
for me and again told me that I should get a refund within the
next 7 days.
Why has it taken 29 days so far to resolve what should have been
a simple problem? Why have I not received a refund from you, when
again it should have been relatively straightforward to process?
Why when contacting your call centre and asking to speak to a
manager am I not allowed to do so, even though Dixons head office
told me that your staff cannot refuse to let me speak to a manager?
Is it company policy to treat all refund requests so evasively
Below are paragraphs from a subsequent letter:
Why did it take 32 Days to receive a refund, why are
you not replying to my letters of complaint? I asked for compensation
from yourselves as I feel that I have been treated disgracefully
by your company and also that you had £412 of my funds for
32 days, quite clearly you broke your advertised delivery schedules
and then treat your customers poorly if they want to complain.
I feel that if this is the way you treat your customers when something
goes wrong, then you have lost a loyal customer. I would like
some sort of reply from you as all of the above could have been
avoided if your organisation could have even a little customer
Link to Other Dixon Group Company