“I recently purchased a poly tunnel from Robert Dyas, and I am extremely disappointed with the product and the customer service. Upon setting it up, I noticed the fabric was very thin and poor quality, the structure was made of plastic poles and not metal making it essentially unusable. The quality was far below what I expected, and it was clear that it had not been properly checked before being sold. The structure has been standing for two weeks with fairly stable weather and multiple holes have been found in the material of the poly tunnel across the seams.
I reached out to customer service, hoping for a solution, but they only offered me a 10% refund, which is completely unacceptable given the condition of the product and the minimal use this structure was promised to provide us upon purchase.
The lack of responsiveness and support from the team has left me frustrated and dissatisfied with my experience.
Overall, this has been a huge letdown, and I will not be shopping at Robert Dyas again. I would not recommend their products to anyone based on this experience.”
“I’m extremely disappointed with my experience ordering from Robert Dyas. I purchased and paid for a wardrobe on 02/02/25, expecting a normal delivery process. Instead, I was left waiting for over two weeks without any updates, only to receive an email on 17/02/25 informing me that the wardrobe was actually out of stock and that I would be getting a refund.
Not only was it frustrating to wait that long for such basic information, but I then had to wait even longer for the refund to process before I could purchase an alternative wardrobe elsewhere. This lack of communication and efficiency caused unnecessary inconvenience.”
“Something of a nightmare with Robert Dyas. Purchased two bathroom items and not only did they send the wrong items but then they totally messed up the refund. Further it turns our they never had one of the items in the first place. Never again.”
“A product I bought has starred to rust after a month and the company is refusing to take any responsibility for compensation or partial refund.
Terrible attitude and unacceptable customer service. Don't ever use them, extremely dissatisfied and still haven't resolved the issue despite many messages, disgusting.”
“My husband ordered a chair from Robert Dyas last week which was delivered. He put the chair together but has found that the back would go into recliner mode without even sitting on it. He had to keep pulling the back up into a comfortable position in order to sit and read etc. He decided that he could not live with the chair like it was and took it apart and repacked back into the delivery box. He contacted Robert Dyas who have been most unhelpful asking for video of the chair which as my husband says is not possible due to it being packed up and also the chair would not been seen to be a problem if he was not sitting in it. He really has been trying to keep calm and explain nicely to whoever he spoke to, but they seem to be sticking by their terms and conditions not bothering that there is a problem with the chair or accepting the customer might be right. He was diagnosed with a serious health condition last week from which he will not recover and really was looking forward to a nice comfortable chair, but has been left totally bereft because Robert Dyas are not listening, nor do they want to help him.”
“Bought a £150 odd dressing table for wife for Christmas present, obviously didn't open until after Christmas. Scratched, indentations see pictures
Robert Dyas wouldn't take it back saying gone past 30days. and offered £15 for inconvenience. Terrible , do not buy from here”
“Would not recommend this company- ordered a gift for family in Black Friday deals - when opened on Xmas day it was so damaged it would be dangerous to use. As we are 3 days over the return policy they are refusing to provide us with an exchange. Dreadful customer service. They don’t even deserve 1 star.”
“Placed my order because it said 3-5 days delivery.
10 days later, still waiting.
Had an email from yodel yesterday saying it was out for delivery.
Didn’t receive it & is still showing it’s out for delivery yesterday.
Called up to query. Shocking customer service. Not interested in addressing why they have misleading delivery info on their website.
Was told I’d receive a call back regarding my complaint & nothing.
My advice if it looks cheap it’s because the service is terrible & you wont receive your item.
Staff must be on minimum wage as they have ZERO customer service skills.
Pay a bit more & order from a reputable company.
Wish I’d checked reviews before ordering”
“Was buying item online, iAddis 3 arm drying pod in basket, went to pay put your code in and then it said this request quantity is not available. I phoned customer service and the woman said when she goes on it it says sold out. Funny I have 1 in basket. But just maybe. It don't count”
“Robert Dyas were doing a 3 for 2 mix and match on wrapping paper online. I bought 6, so technically not only should I have got the deal once, but twice. I paid full price for all 6. When I phoned customer service, they told me that I did not get the deal because I didn't buy 3, I bought 6....so because I bought more than in the deal, I wasn't entitled to it, not twice, not even once. That is definitely not how 3 for 2 mix and match works. I think Robert Dyas is on drugs.”
“I was looking at Christmas trees to order for our new home. I was foolishly looking over Black Friday weekend, and needed the tree for a family gathering the following week. I was prepared to pick the item up in store, but saw Named Day Delivery was offered. I purchased this expecting the package may be expedited to arrive on the day requested (three business days after ordering).
The package is now two days late and according to Yodel, hasn’t even left Robert Dyas warehouse yet. Again, I completely appreciate Black Friday weekend was going to be busy, but nowhere on the site did it warn of potential delays when paying extra for this shipping. Many other sites removed express shipping as an option, or caveat that delays were likely.
Customer support offered to refund me the postage and said “of course we expect Black Friday to be very busy, and the named day was unlikely to be achieved”…so why offer it?!
Again I appreciate it’s a busy period, and am patiently waiting for many other packages that were ordered long before this, but they weren’t advertised as arriving on a specified day. Generally I have good experiences with Robert Dyas in store, but this experience has put me off using them in the future. I will buy another tree from another retailer and attempt to return this one.”
“My wife’s order was delayed and she contacted the company, she was told issue at yodel depot so waited for them to fix it, then she received an email to say that they were refunding the order as it was pick up in store only? This was not advertised when ordered what a waste of time now having to wait 5-7 days for refund.”
“I ordered and received a spin dryer that does not work. Reported online and asked for it to be collected and a replacement sent. They want photos of the fault but the fault is not visible and explained this in the report. Then an email again asked for the photo. I phoned customer services and spoke to a very unhelpful woman who wants me to unpack from the box again and take a video of the spin dryer not working. I told her l am disabled with mobility issues but she wouldn’t budge on it so l told her please just arrange a collection and issue a refund. ( all within 6 days from order) My request for a refund was refused . I will never buy from Robert Dyas again and if l don’t get my refund l will be taking further action against them
I gave one star because there was no option for a zero”
“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”
“Unbelievable bad service!!! I waiting from August for refund or new oven and nobody has been doing anything with our order. This is the worst customer service ever!!!”
“Told I can't return a useless heated airer. Told has to be within 14 days. It is. Then told "You may not cancel orders for the following types of products: Electrical/Technical products which have been unsealed,'
Literally any excuse not to refund.
Customer service non existent.
Products useless.”
“I was lied to twice and wont use them again. I purchased a toaster which unfortunately was not suitable due to the colour. Before sending back for an exchange I emailed them to ask if they would exchange for a different colour and was advised in writing that this was fine. Returned item and on the returns note requested an exchange. I was refunded and told the item was no longer in stock but when I checked it was in stock but the price but the price had increased. They refused to do anything about this and did not give a care.”
