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★☆☆☆☆

“Avoid Dixons.co.uk at all costs! I ordered this...”

written by on 28/01/2011

Avoid Dixons.co.uk at all costs! I ordered this product as it was the cheapest on-line by far. I arranged for my product to be delivered on a specific day but item did not arrive. I called Dixons to be told there was a note of on the system that DHL left it 2 doors away with 'an elderly lady by the name of Pat'. The customer services representative explained this was odd as Dixons have an agreement with DHL not to leave the product with a neighbour unless they receive specific instruction to do so. She then elaborated and told me she had heard 'horror stories over the past couple of months regarding products being left on doorsteps, products being opened etc.

I knocked at the house where my product had been left, but a middle aged man answered the door, who confirmed he hadn't received a parcel, there was nobody by the name of 'Pat' and there certainly was no elderly lady living with him'. No card was put through my door highlighting delivery had been attempted, my fianc e was home all day and there was no knock on the door, both my immediate neighbours had been home all day, so why it was supposedly delivered 2 doors away is beyond me. DHL are closed at weekends so the matter could only be resolved mid-week. Despite DHL owning up to breaking the agreement, Dixons refused to send out a replacement product. All in all spoke to 10 representatives and 2 supervisors over a 1 month period and still never received my product. Customer services are disinterested in helping out a customer in need. Lots spent on phone calls. One supervisor offered me a goodwill gesture on completion of order; notes were placed on the system to clarify this. The subsequent supervisor confirmed that no notes had been put on the system regarding goodwill. He then offered to speak to my local branch to arrange for me to go & collect the product in person, promised to call me back, but I never heard a thing. Both supervisors agreed DHL driver had acted dishonestly but did not escalate this with Police or DHL. Customer representatives give false names...was told one representatives name was 'Ash' but on subsequent call was told I had spoken to a person by the name of 'Din'. After complaining profusely to head office, was offered a £20 goodwill gesture and a refund of £69, I ended up paying £89.97 from Tesco Direct anyway, so I was still out of pocket. I'm in the process of writing a 5 page complaint letter to Head Office to try and seek reimbursement for the cost of phone calls (over £10), the cost of petrol, stress caused etc and to confirm I will fully co-operate with the police if they take the matter of theft up with DHL. It's simply not fair that a delivery driver can steal anything he likes and get away with it. All in all the whole experience has been a complete farce. Take my advice....buy elsewhere

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