Dixons - www.dixons.co.uk

Good morning

I am fully aware that this is not the correct channel to communicate my frustrations at your company but I thought I would give it a whirl as the rest of your customer services team are not worth wasting my time on. I run a small business providing IT and electrical solutions in my local area, most of my customers are of pensionable age, housebound or from the rural farming community. They rely on computers as a form of communicating with their families and running there business. I actively discourage them from purchasing computer equipment from Currys, PC world and Dixons. This is because of the atrocious customer service during delivery and after sales if something goes wrong. Not heeding my own advice I ordered a computer from Dixons online as it was the only PC with the correct spec and being available at short notice as a customer needed an urgent replacement. Guess what? You confirmed my order, took my money, emailed to confirm you are preparing my order for delivery and 5 days later you cancelled my order due to a "stock error" How do you have a stock error on something of this value? Do you regularly lose computers? I have googled "Dixons cancelled my order" and the amount of hits returned is astounding! I am not surprised DSG Plc share prices have plummeted, it's not the recession! it's the way you treat customers!! Maybe you should get your head out of the sand and discuss customer service at your board meetings or maybe include it in your strategy discussion. I am sure as a large Plc you have performance metrics and hopefully customer satisfaction is one of them. Is someone actually being held accountable for your bad performance or is the metric skewed to show how wonderful your performance is. This was not meant to be a business lesson but a communication from a disgruntled customer. What is the chance that Katie Bickerstaffe or any other senior Manager gets to see this email? None I bet. What is the chance of you actually apologising for wasting my time and driving more customers away. None I bet. So whilst you continue getting interest on the money you took from me I will continue to spread the word on how wonderful you are. Thanks once again for nothing.

Order number DIX********** and yes I know, your customers are just numbers.

I ordered a Bosch dishwasher. It arrived on the allocated day but thedelivery driver was in a great hurry to leave and delivered it unpackaged and with no paperwork. Shortly after he'd left I realized it was dented.It has been impossible bto contact Dixons, no phone numbers are advertised and we had no reference numbers. Really dismal customer service!Will never buy from them again.

Comically bad. Ordered a replacement washing machine just after New Year and it was finally delivered the first week of February. The delivery driver dumped it in my lounge and gave me some half-baked story that the fitter was ill/busy/on holiday etc, and that he would come back to install it within 48 hours. He didn't, so installation was rearranged for the following Saturday 'between 7am and 7pm'. I rang on Saturday to see if they could narrow down the time slot, only for them to say they had lost the order. After 20 mins of looking on 'the system', my operator managed to use the one braincell this company has and found that the fitter had been sent to my billing address, rather the delivery address. Useless. Still waiting for a resolution.

Avoid Dixons at all costs. They may be a bit cheaper, but for what small amount you save, you more than lose in sanity.

Expected delivery date 4 days....3 weeks later, 3 emails ignored, no word from them, no sign of product, now shown on website as being unavailable. I believe they took the money without having the product. Have written to CEO and await a response. DO NOT USE THEM. there is no way of contacting them for support, stay well clear. they may be a little cheaper but they are a joke, steer clear, use a shop.

We ordered an American fridge freezer online they took the money, set a delivery date and arrived in a lorry that was too big to get down the lane. they re-booked it for the next day on a supposed smaller lorry but in fact it was the same size, and these guys could not even find the house! don't you think Dixons would supply their drivers with a satnav? Then they cancelled the order without telling us because they could not deliver! This is a cheap and nasty organisation - the worst example of low end UK retailing - don't touch them !! Who knows when we will get our money back.

A rubbish company with rubbish services and rubbish procedures. Bough a camera online. The credit card order was successful.

The website asked for for my exact birthday during registration. Of-course I did not give them my correct date of birth. Why Should I? Especially when there was nothing wrong with credit card payment?

A lady contact me with following message.

I have been unable to contact you today by telephone regarding your Dixons order. In order to verify your identity I need to ask you a few security questions, before we can proceed with your order. Please call me on 01727 202119 quoting your Order Reference Number, so your order can be processed.

When I called, she started asking about my address, birthday, my previous address. I told her every thing. Then she told me that my date of birth details are not matching with her record.

Which record? Did you get my date of birth from my bank? Are you are matching it with one given during the registration. That was pointless. No other trusted online business does that.

I did not find any human touch in her tone, she was just like a robot. She did not suggest any help. The last of of her words and attitude I found insulting.

I just told "You can cancel my Order, bye".

I am never going to buy anything from Dixons.

Ordered a digital photoframe on 12th December as a Christmas present. Received an email on 23rd December (!) informing me that the order had been cancelled. Do not use this supplier.

Dixons customer services/tech team are the worst i have ever dealt with. The calls are charged at 5p per min and i have been on the phone almost 2 hours today. Purchased LG tv last week but has a constant humming sound from it. Rang the tech team who said the quickest way to deal with this is to take the tv back to nearest store, informed him that i purchased it from Dixons online but he said any currys or pc world will do the exchange with proof of purchase. Luckily i contacted Currys to check they had 1 in stock before carting the tv off to them, yet Currys informed me that because the tv was almost £100 more there i would have to pay the difference !! I rang Dixons back and they admitted they had failed to give me the incorrect info...i was passed from one person to another and kept on hold for 28 mins- finally given a returns code to use at Currys store. The customer service throughout was abysmal and i will never use Dixons again.

I ordered a power supply for my new computer for Dixons. The next day, I decided I wanted a better power supply, and asked that they cancel the order immediately. I got no reply for a few days, and then the power supply was delivered anyway. Later in the week, I received an email informing me that they could not cancel the order as it had already been delivered. How helpful! I looked into returns, and found I had to phone them up. I phoned them, and after being put on hold for about ten minutes, I was eventually told that I would be called back in the next 48 hours to organise a pick-up for my product. I never got that call. Eventually I found on their virtually unnavigable website that I could email them about returns as well, so I did. After a week, they emailed me back informing me that they had booked a pick-up and that I would be refunded. The Dixons website needs a major redesign, and their customer service needs to reply much faster. An automated order cancelling system would help too.

Never had such a bad shopping experience in my life as I have had with Dixons.co.uk. Their staff say anything, and do nothing about the problem. If you complain they just forget about it and do not register it.

My Samsung Home Cinema system has not worked for three months. Dixons have done nothing whatsoever to try and fix this item. Customer services tell me to contact Samsung when I ring them. I've told them that it is Dixons whom I have a contract with. The Sale of Goods Act says I have a contract with the shop, not the manufacturer. I have made a complaint, which was totally ignored.

With Dixons.co.uk having such bad customer services, then Currys, PC World, The Link and Pixmania must be just as bad - as they are all the same firm.

Don't buy anything from these people, never ever.