Nightmare shopping experience… Bought a freezer online from Robert Dyas 5th October 2024. It arrived both badly damaged and the damaged packaging covered so that we accepted delivery. On unwrapping and discovering the damage we contacted RD the same day ( 9th Oct) with photographs of the damage and the attempted concealment. Since then ( over 3 weeks now) we have sent - at their request- 22 photos of every aspect of the freezer and its packaging, emailed customer service ( this is a joke) many times, had about 4 increasingly angry phone calls. Been sidelined, stonewalled , and snowed under with platitudes each time . We have asked , repeatedly for a refund of our £179 but have been told we cannot have a refund until the supplier collects the item . We have been waiting for the supplier to contact us to collect the item but heard nothing. We were FINALLY told , Monday , that the item would be collected Thursday - (Today) but when we had not been contacted for a time we phoned CS again and asked to speak to the manager. This was achieved with great difficulty: Finally, this manager conceded we should be refunded by RD who should then request that the supplier pick up the item, We asked that they confirm this by e mail . That was 8 hours ago : Since then stony silence: No refund, no collection of item . Every time we have an email or tel con it is endless platitudes: The call centre staff ( in South Africa) are obviously trained to read from a script, ; we are being fobbed off repeatedly and if you read Sara's ( chief exec of CS) responses to some of these complaints you will see the same format : Bland platitudes, so pleased to get feedback so that they can improve their CS etc, etc, and she has the GALL to wish everyone a wonderful day! Thanks to RD I've had 22 very frustrating and upsetting days: I wouldn't be surprised if Sara is an AI figment of RD's imagination. In the past 3 weeks RD has proved itself to be a scam. We have received shoddy treatment and RD are now holding us to ransom . I'm glad we paid using Paypal as I'm now trying to raise a claim against RD. This is the first and last time we ever use Robert Dyas. By the way, if you want to wish us a wonderful day, Sara, exec of Customer Services, just refund us our £179 Date of experience: 31 October 2024