“My purchase from digi Direct was a very pleasant experience, I recieved the item only in a few days and it was what I had exactly ordered. Thank you.”
“Cannot fault the team. Had a product with an issue (no fault of their own) and they had me a new one sent over in no time. Easy to deal with. They are clear and detailed in their approach.”
“I had a similar experience to some of the other customers below during the Black Friday sale, where my purchase was oversold & I was put on a wait list. I was offered a $50 gift voucher for the inconvenience. I waited a couple of weeks & then sent through an email to community@digidirect.com.au asking for an update on my order. I received a response within 24 hours from Shawn, saying they had chased up my order & had organised it to be expressed posted to me at no extra cost.
It was unfortunate that DigiDirect oversold products over the Black Friday sale period (most likely due to a stock integration issue with their website I would assume), but once I chased my order up, the customer service was more than acceptable. I would definitely give these guys another chance in the future, they have great prices & a huge range of products.”
“Original item ordered was discontinued although order paid for. Refund was prompt.
Replacement order was sent 22 days ago but is still nowhere to be seen (though this is not Digidirect's fault).”
“I purchased a Canon EOS 90D camera, from Westfield Miranda, which I am very happy with. But with the camera deal was also supposed to include a lens, but the lens that came with the camera was out of stock. So the sales woman offered me another larger zoom lens, which I was happy to purchase, except she sold me the DISPLAY lens, which didn't come in a box/packaged and she didn't ask or mention to me that it was a display lens. I overheard her talking to another staff member and heard her saying that I wouldn't know it was display and it wouldn't matter. Another customer in the shop was talking to me about different lenses at the time, so i was distracted and i didn't realise until i got home, that it wasn't packaged like a new lens and that she must have sold me the display lens. She should have mentioned this was the display lens. Disappointing behaviour!”
“Went to get my film developed a month ago and the shop assistant lady with dark hair wasn't very helpful. I had an issue with my camera and she told my partner 'I'm supposed to know how to roll my film back' even though she has done it for me in the past”
“They couldn't offer a convincing justification for the unfulfilled withdrawals. The next day, my account was blocked. I would suggest investigating more dependable choices. Because they have proven to be informed and reliable, authstag has become my go-to resource of choice lately. So far, I haven't encountered any symptoms of withdrawal, and the support team has been really helpful.”
“The amount of disappointment and frustration I felt is beyond words. I was dumbfounded by their dishonest tactics and inability to release my goods. Thank goodness, authstag saved the day for me and enabled me to get my hard-earned money back. Had it not been for their prompt involvement, I would have ended up with nothing.”
“I purchased Manfrotto tripod back in September 2022 that had an intermittent issue of one of the legs falling out completely when extended to set up. I persevered and used the tripod for some time until it became obvious that this wasn't a case of it needing to be worn in or a case of tightening a few screws. As it was still under manufacturers warranty I contacted digidirect.
This is where the trouble really began. I was initially told that it wasn't under warranty and they couldn't help me, to which I found the relevant information about it being under the manufacturers warranty and they were responsible. They then took responsibility and sent me the return forms, including a form where I could request store credit, a repair or a complete replacement. I opted for store credit as I believed this particular tripod to be faulty as I had used a friend's model of this tripod for well over a year and it never had this issue once despite being used extensively. It is worth mentioning that this exchange took place on the 2nd of october 2023 and any action was taken because I both used the online chat and the call centre as I wanted it resolved. I was given the return labels and sent the tripod away. After a couple of weeks of not hearing anything I contacted digidirect via the email addresses I had been corresponding with (to anonymous representatives by the way, no one signed it with their name) and never received a reply. Being busy with work and life I don't have time to constantly call to check on the progress of a warranty claim but a whole month later I received an email to ask for confirmation of my return address as the tripod had been fixed. Aside from the fact that my request had been completely ignored (ie to have store credit rather than the same, faulty tripod back) I gave digidirect the benefit of the doubt and confirmed my address.
When the tripod arrived it had the paperwork from digidirect and from their supplier who "repaired" the tripod, stating that they had disassembled, reassembled and then tested the tripod - declaring it "fixed". I tested it myself by setting it up and within the first 5 minutes of being taken out of the packaging the problem leg - the faulty tripod - fell out again. I got onto the online chat to tell the company of this, with one of their representatives having the gall to ask me if I "had video of it breaking 5 minutes out of the box?" I reminded this individual that I wouldn't be videoing myself open a box on the off chance what I take out breaks - complete stupidity, but again this is what I have come to expect from this company. I then expressed my desire to have a refund as I am entitled to under Australian consumer law (as I no longer wanted store credit as this has been a massive waste of my time) - this was noted by the representative and put down that I had "requested" this on the form. Again they provided me with return labels and I sent the tripod back. I called to follow up some weeks later when I was notified that the tripod had been returned, as I was told my refund could only be processed when it had been returned to digidirect. The man I spoke to was as about as helpful as I have come to expect, telling me he had to look at the tripod before processing anything yet telling me he was looking right at the box at that moment. He also said there wasn't time to do this as it was "getting late in the day" (it was 3pm on a Friday). I again, was nice and gave digidirect benefit of the doubt but advised them to contact me via email as I was going to be overseas for a couple of weeks.
Fast forward another couple of weeks (a total of 2 months from the original contact and sending off of the tripod) I am contacted by email by digidirect asking me to confirm my return address! Again, completely ignoring my previous requests and shirking their responsibility under consumer law. To date I still don't have the tripod and I still don't have my $500 that the tripod cost, I replied to this email within 10 minutes and didn't receive a reply and followed up a week or so later, again to no avail. This company is a complete sham and their level of customer service is absolutely woeful, their communication with customers and within the company itself is terrible - having to reiterate the same information on every occasion I called (is there not some case notes or record of contact in these situations?)
I have been unable to make work or use my tripod to make an income during these months and I am extremely angry, I am again having to call to get my refund and will be taking the issue to consumer affairs. If. I don't get any action I will be involving debt collectors for a fee to get some of my money back. DO NOT BUY FROM THIS COMPANY and save yourself the trouble.”
“Their on line store purchase experience was total failure, never ever going to purchase anything from them again, 4 weeks waiting for 2 batteries and still don’t have them, try to get your money back from them, it is a waste of time and money, do not recommend them at all.”
“They knowingly lie about stock - don't purchase until you confirm they're in stock - ESPECIALLY if you're going to miss out on sales elsewhere with stores that DO have the product in stock!!”
