“Avoid at all costs!!! Scam company at its finest! Taken over £200 from me and three weeks after delivery date still no item or refund. Avoid at all costs! Wish I’d read other reviews before placing my order as it seems everyone’s having the same issue!”
“I ordered Dualit kettle online. Lid was very tight and difficult to open, had to be pulled with force.(no push button to open)When I complained to customer services I was told to consult manual. The manual states to make the lid easier to open adjust pips on lid with a spoon!I am shocked that a kettle priced £80 + requires the purchaser to make it fit for purpose with a spoon.Dualit must be aware of the problem as this (advice) is printed on the manual.Robert Dyas customer service dept. was abysmal and rude, I got it sorted out by getting in touch with PayPal. Sent kettle back and got a refund.If I had not paid by this method I probably would have been stuck with a kettle that is not fit for purpose.Will never shop at Robert Dyas again.”
“Avoid at all costs, C S ... no one knows which way is up. My item was faulty, 15 emails later each saying different and contradicting the previous. It has been returned now I am waiting for refund....God help me and any other poor customers. It's not because of covid its pure incompetence....”
“I bought 3 outdoor planters online from Robert Dyas on 31 Jan. According to the stock counter there were 3 items left in stock. I was sent an email saying they would be delivered to me on the 9th of Feb.
I was waiting at home expecting delivery on the 9th of Feb. Nothing turned up. No delivery, no emails, nothing. Robert Dyas has no customer service phone number, so I had to email them. They replied eventually to say that the item had been shipped and that I could track the item through the website. The website just said that the order had been received by the warehouse. So today (12 Feb) I decided to call the actual manufacturer (who DO have an ACTUAL phone number - Robert Dyas take note!). They were very helpful, and they told me that the item was in fact OUT OF STOCK, and won't be in stock till the 18th, and therefore won't be delivered for several days later. Finally some answers! Why couldn't Robert Dyas just have kept me informed with the actual reason for the non-delivery instead of basically lying to me? At least now I know approximately when the item will be delivered, so I have some peace of mind. Robert Dyas clearly have poor stock number control, poor communications, no contact phone number - all reasons to not shop with them ever again, it's just not worth the hassle.”
“100% a scam company, they don't even ship the items they sell via their website it's all third party. Ordered items simply never turn up, Robert Dyas do not provide any tracking information, and there's no customer service so no way to obtain a refund.”
“Absolutely the worst customer service I've ever received from a company. Given numerous chances to be human, escalate my case, refund me — they just don't answer emails, sending default replies and ignoring information provided.
Product arrived on 15th Jan, I can't use it as it's faulty, RD wanted to give the manufacturer the chance to "investigate providing repair or replacement parts". I stated that my contract, as defined in law, was with them not the supplier, and as the product was faulty I was legally entitled to a refund (I've had to buy a replacement myself).
They simply don't reply to emails, I've had no explanation, or mention of a refund. I'm now 100 quid poorer and have a chair with no legs. Had to resort to using my bank for a chargeback request, as if you look on social media and at other reviews, it seems I'm not alone, and RD make a habit of not refunding people.
Genuinely shocked, not at the faulty goods, that happens, but at how poor the customer service is.”
“We ordered a Swan kettle from Robert Dyas in April. The kettle became faulty in August. In September I emailed to ask how to return the kettle. To cut an exceedingly long and frustrating story short, after numerous emails and many generic responses, being sent to Swan and back to Robert Dyas and back to Swan again, I finally tried to register a formal complaint. Surprisingly no phone number or complaints department can be found. I put in a complaint through a third party website. I have only received generic responses. Finally after 5 months and over 10 emails I received a returns label. I have posted the kettle back. I then received another generic email referring me back to Swan! The customer service is diabolical. All the responses are generic. No one is reading the emails. I have sent photographs of the kettle on three occasions and have had no comment on them and was then asked to send photographs! It is unbelievably frustrating. I really do not know what to do. I am very worried indeed that I will never get a refund.”
“Do not get involved with this company. All they do is delay answering e-mails and righting wrongs when contacted. “Thank you for your email.We endeavour to answer your query as soon as possible” !!!!! I have so many of these generic pathetic response e-mails in my inbox. They lie and repeatedly get things so wrong because they don’t actually read what the customer is saying.
I’m done with them now despite being impressed with their goods and prices initially. I would sooner pay more elsewhere.”
“DO NOT USE THIS TERRIBLE COMPANY.
I ordered a tv online sun 17th Jan, cancelled my order at 9am on the 18th Jan and requested a refund. was told I need to wait until there supplier accepted the cancellation. I bought from them not there supplier. They still tried to deliver the item which refused to accept. Still awaiting refund, very poor and cust service. Avoid, Aviod, Avoid”
“!!DON'T BUY FROM THEM!! I read the other reviews about the rubbish customers and I thought they were just being dramatic, now I'm in a similar situation to them. They delivered the wrong product, now they won't refund me. They also refuse to answer any of the emails I have sent them except a badly spelled apology email they sent me. Their livechat is useless as it literally just responds that the team are busy for, I kid you not 12 hours per day.”
“Having not received an item I wasted wasted three hours of my time on the phone to their dysfunctional supposed ‘Customer Service’ team and I was promised, with an email to confirm, that the item would be sent with an overnight courier and arrive with me no later than the 7th Jan.
Surprise surprise nothing arrived on the day so I called at 4.30pm and was assured that it would arrive by 6.00pm and that the tracking information which I had never received would be sent to me by email immediately.
After receiving no email I called back and was told by the next advisor that there was no evidence of my earlier call and that there was no tracking information on Robert Dyas’ system so they could not share it with me and that they could not guarantee delivery. It is now the end of the day and nothing has arrived!
Please please do not buy from this company and do not trust anything they say to you.
Ordered on 12 Dec with a 22 Dec delivery date, nothing had arrived by 27th so tried their web site which kept returning me to the tracking information which was blank. Tried their chat function but this was worst than useless and keep referring me to the tracking information which as above was blank (just a poorly programmed bot!).
Tried to call on the 29 Dec, after more than hour spoke to an agent who just wanted to tell me it was their supplier’s problem and that I’d get a call back.
Having heard nothing on 02 Jan tried customer services again it took one hour and ten minutes this time to get an answer and surprise surprise it’s their supplier’s problem as they have not responded and it will be escalated and please wait another 48 hours.
No one in this company takes responsibility, no one can do anything in less than 48 hours unless it’s take your money and make false promises.
A complete waste on my time, I bought with them due to a £5 saving on a £180 item. How short sighted was I? Beware of this company, pay the just a little more and use a company who cares or at least has a functioning customer service team!”
“Experienced terrible customer service. Order a product which I then had to cancel in less than 24 hours. Terrible online chat function - poor customer service skills. Ride and unhelpful. Was told the product was cancelled and I. You’d be notified in 24 hours of refund. Product was delivered erroneously. Contacted to ask for it to be returned. Told to contact supplier! No help at all - avoid at all costs!”
“Ordered some garden furniture in November which arrived with a broken table, informed Robert Dyas within 24 hours and they finally agreed to a refund. However, one month later with 4 massive boxes stacked up in my hallway (all over Xmas) there is no date set for collection of the damaged goods or any sign of my £360 refund. I am now having to serve letters and I imagine it will end up with a solicitor. Sent about 30 emails have got lots of automatic replies, a few emails back saying they are trying to sort it out, but it goes nowhere. Would not recommend Robert Dyas in view of their appalling customer service. Also asked them to ring me several times - no one does.”
“DO NOT USE THEM.
I ordered an automated help phone from them last week.
Paid by credit card online, at the end it said I would receive confirmation, nothing after 2 days.
Contacted them and received an email from William stating that my email did not correspond with the previous (order) and for all usual excuses could not help me further!
Tried live chat and it is a bot! Finally saying they were busy, try later. Then not answering any more questions.
Went back to the email from William and he has a direct link...did not work.
Sent another email by reply to his reply stating that I have only 1 email and he managed to contact me on it, so could he tell me if they Received Payment or did he have a phone number?
Received automated BOT response, back to square 1!
Next time I WILL check feed back forums first!!
Could we not have a RED minus 10 as I think they are at least that. Now I have to contact my bank to see if they received the money!”
“I placed an order on 26th Nov and had a confirmation from them that delivery would be 1st Dec. Goods not arrived by 3rd Dec so I sent an email to customer services to get an automated response telling me they would answer my enquiry as soon as possible. No response by 5th so I tried the live chat which is just a bot and complete dead end. I then tried calling and waited almost an hour before someone answered and advised they would "escalate my complaint". Then nothing until today when I eventually get an email advising they are "out of stock and expecting goods 31st Jan 2021". Given this is a Christmas present I am less than impressed. I will never use Robert Dyas again and looking at the number of negative reviews on the internet I would strongly suggest they are avoided at all cost. Terrible customer service.”
“Still awaiting delivery of item! Courier company say they delivered on 30th November but nothing arrived. Trying to get an answer from Robert Dyas is like pulling teeth! Wish I had read the reviews before ordering from this dreadful company. I just want a refund but they just ignore my emails!”
“Strangely the same experience as many others from reading the reviews. No goods received, no communication about delivery, ignored emails. Chat completely unhelpful. Asked for them to cancel and basically they are refusing and told me to contact the courier DHL. DHL do not have an option to cancel so back to square one. I have raised a fraud dispute with my credit card company. Absolute shambles of a business.....possible fraud. BEWARE!!!!”
