“4 months in, garden table has warped and split. This cost £600. Robert Dyas have offered me £60 but no refund as they advise it needs to be dismantled and stored INDOORS over the winter. I have it covered by a garden table cover (as per their website guidance) but apparently that isnt good enough.
I will never use them again, their customer service is appalling.”
“Delivered to wrong address, delivered parcel 1 of 2, redelivered 2nd parcel to wrong address, 3 days later the 2nd parcel arrived at correct address but was wrong item, Dyas asked me to send photo of wrong item!!, sent photo, customer services wanted to arrange collection before delivering correct item!!, I complained - they said they’d deliver correct item, it didn’t turn up, I complained, they escalated my complaint to customer services and said someone would phone me back next day, they didn’t, I rang them - they said it’ll be delivered tomorrow and they’ll send a delivery time slot in the morning - they’ve never provided a delivery time yet! I doubt whether the item willl turn up tomorrow but I live in hope!! Absolutely rubbish.... a shame because its an old established firm mainly let down by their suppliers.”
“Very poor customer service
Very poor customer service. Items both damaged and boxes ripped apart on delivery. Contacted to arrange replacement. No response to initial email. Waited a week then called Robert dyas. No urgency in communicating with supplier or myself as a customer. When this issue is corrected I intend to have no more contact with the company and would advise others to avoid online sales with them. Other reviews seem to be predominantly about in store sales.”
“Terrible service altogether. They sent the wrong item. Would not sent the correct one until the wrong one had been collected and returned to their depot. This took a week. The correct item was by then not available. A garden parasol in cream. I now have a parasol base also ordered from them and this needs returning and a refund to be made. I hold out little hope !!!!! I have spent such a long time hanging on the phone trying to get this sorted. They took my money very quickly but have not been helpful at all. Will it all ever be sorted !!!! I wonder.”
“Quick to take my money, but not to deliver. Keep changing days, accused me of already having the item delivered! Had to keep ringing and ringing to badger them. Awful customer service, awful to get your items. Steer clear!!”
“Let's take them to court collectively!!!
I bought fridge freezer after 1 months it start collecting ice!!!
They told me they will collect it and refund me money as long as I package myself...any excuse to NOT REFUND MY MONEY FOR THEIR FAULTY FRIDGE FREEZER.
contact me anyone who wants to take action against them on FB RAHELA SULJIC”
“Just purchased items in store to be told by abrupt assistant we no longer give NHS Discount only discount for students now . Very saddened to hear robert dyas have done this to the hard working nhs staff .”
“My item didn't arrive. I paid and extra £7 for a 'before 1pm' delivery but it still didn't arrive, and still hasn't come even though it is now 17:42! Customer services are not competent and give no explanations as to what is happening. I have now been informed it will arrive tomorrow,at at time which is not of my choice.
They should have at least asked me what time would suit me as I have a busy day so will likely miss the delivery.
I'm very disappointed.”
“Spent over £1000 on outdoor garden furniture, advertised as good, chunky etc, 1 year warranty + 10 year anti-rot.
Just 19 months later, the Zest4Leisure Wooden Rebecca Table has huge cracks in the table top that allow water to ingress, and the table top is warped so when it rains, water pools on top!
I also got the Zest4Leisure Libby 2-Seater Wooden Garden Bench and this has got a huge crack opened up on one arm, leaving a sharp edge making it unsafe to use.
I also got the Charles Taylor Dorset Three Seat Swing, this has cracks in the arms.
Then there is the Woodshaw Hampton 2 Seater Rocker this also has cracks forming.
In a nutshell, none of the furniture purchased is worth the money paid, I've had cheap plastic furniture last longer.
I contacted customer services who very curtly replied "you only have 12 months warranty"!
So you can see how much Robert Dyas care about their customers after they have the money!
Total waste of money, and will never buy anything from you again, or recommend you.”
“Ordered 2 garden loungers arrived damaged filled in customer gorm straight away 6 days later still no response complained via trust pilot got a response say they emailed me for more detail They did not not.
Avoid Robert dyas i will never use again, i will try to get refund via paypal.”
“Ordered 8m extension lead, after 4 days thay send me an email that they made refund because they dont have any more in stock. At this day i was expecting to recived a parcel, not refund. Had to look for another one and wait another week”
“We received our order on 2 separate days and even than there were 4 items missing. Tried to call customer services but you get a message that they are very busy and will answer soon but after a long time we put the phone down. I have sent emails to no avail. I called local branch but was told to phone customer service, when we said we had to no avail,they said they have had many complaints as well. I have no option but to stop payment”
“Shocking company take your money and don't fulfill the promises they make, then you waste a hour of you life trying to talk to someone and it turns out they are just as unhelpful stay away purchase what you need from elsewhere”
“I ordered a Single Mexican Corona bed AND a King Size Mexican Corona Bed.
I was emailed that the items were despatched and would be with me by Thursday 8th June. I was NOT informed by the delivery company which day the items would be delivered. Some of the order was left in my porch BUT one packet was missing. This was half the king suze bed. Only the 2/2 parcel was left in the porch. The porch door had been shut. All attempts to email about the missing part have not been answered. All phone calls, one 40 minute call, one 50.minute call and a current one where I am holding, holding, holding have not resulted in an effective response. I have to say this is the worst delivery/contact service I have ever received.”
“Garden bench delivered damaged. Complaint registered and replacement requested - no acknowledgement for four days, Rang and was told that replacement would sent after discussion with supplier. also told that I should always rng customer service as the online system didn't really work. Nothing heard for four days, Have been on phne listening to music and taped nonsense for thirty minutes. My husband is now asking for a refund from his credit card company. I will not be purchasing anything from Dyas ever again, either online or in a shop. Complete disregard for customer service.”
“Your customer service could be hugely improved by some proactiveness in the area of refunds /returns at least.
Once a customer has provided you with the requested information, is your customer supposed to have received an acknowledgment that all is in hand and a time frame in which you hope to progress? I wasn’t sure that my email had been received, and when I rang up two days later, it still hadn’t progressed
When you contacted the third party to arrange a collection of a faulty item, you later advised that they hadn’t actually received your comms so if I had not called you 2 days later, you would have not actioned and I’d be sitting even longer with a faulty item and pending my refund.
Your customer services team were not working on the bank holiday - this is misaligned with your third parties where they are able to deliver items and answer their customers but are unable to progress as returns /refunds are not dealt via them. This means additional calls to be made from the customer who first needs to check with the manufacturer if a replacement part is available and waste further time on a different day to call yourselves and wait in a phone queue to repeat everything ..
Reassurance about a full refund would have been appreciated after Robert Dyas received the details on the faulty item /collection request. And a partial refund pre collection would be appreciated especially when Robert Dyas are making the customer wait more than 2 weeks for the collection and longer for the refund which is only processed after the collection which makes it at least 3 weeks - that’s a long time to wait for a lump sum that a customer needs/wants to spend elsewhere ..”
“Ordered above item 23 April , paid extra to be delivered 5 May. A text message on the 4 may saying item was on its way .
Item did not arrive , my partner waited in all day 5 may . No phone call to give a more specific time slot, no phone call to say item would not be delivered.
Phoned robert dyas customer services at 6.30 pm 5 may , only to be told it was a new contracted delivery service and it had failed .
So we have had to cancel the coronation bbq we had planned organised for Sunday 7 May.
As we both work week days we cannot afford to take time off for items not to be delivered on booked days .
This was our first online order with your company and last , what has happened to customers service . We were going to buy some rattan garden furniture through your company, but not now .”
“After hearing the sound of tiny feet in my attic during the hours of darkness, I purchased a 'Fresh n Tasty' Ready Baited Mouse Trap from the Swindon store yesterday.
Checked the attic this morning and there was the mouse - DEAD ;0(
Have put the trap back just in case.
Brilliant product and great friendly staff in the shop.”
