“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!!”
“It unfair policy, if you have better choose, do not choose this shop
I am appalled by the inefficient and seemingly unfair policy that led to the unnecessary redemption of funds from my account while withholding my order due to a trivial security check.
Upon placing the order, I diligently checked the status through my online account, which consistently displayed "Processing." However, it came to my attention a week later that my order was on hold due to a security check that had not been cleared. I find it extremely disconcerting that over $100 was redeemed from my account, only to have my order delayed for a security check amounting to a mere $0.5.
This incident has left me frustrated and questioning the transparency and integrity of digiDirect's order processing system. It is unacceptable to have funds deducted from a customer's account without ensuring that all necessary security checks have been successfully completed. This misleading practice not only causes inconvenience but also erodes trust in your company's commitment to customer satisfaction.”
“Absolute rubbish to deal with. Sell used items they dont have, charge for Express Post with no intent of sending the item. Frauds.
READ the reviews people, they dont deliver. They tell you thsat the USED item they are selling is suddenly on backorder, and then "find" one when you get up them, and then came back 3 days later to say......oh bugger we actually sold that ....sorry. UNDER NO CIRCUMSTANCES buy form these online frauds”
“These people advertise goods for sale they don’t have , take your money, then send you an email …. Oh oops we have no stock of that item , and we have no idea if or when we will have and they keep your money . They cannot be trusted. Lodge complaints with the dept of fair trading . These people need to be stopped and stopped hard . They are no good . Not Aussie Way To Operate . They are no good”
“Ordered 1x 27’ monitor and 3x 32’ monitors with 4x wireless keyboards & mouses on the 23/11/2022 with express 4-5 days shipping.
They sent the one 27’ monitor with the 4x wireless keyboards & mouses on the 2/12/2022 - already late and they probably would not have even sent it had I not called them to see where is the order up to. One keyboard came without the USB plug, the rest was fine.
They have said that they do not know when will they have the 32’ monitors in stock - how can you sell goods with an express 4-5 shipping that you do not have in stock nor do you know when will they be in stock is beyond me.
Contacted them via chat on 6/12/2022 to follow up on the order to either cancel it or change it to 3x 27’ monitors if they are in stock.
14/12/2022 2x follow up emails as we still have no heard back from them.
21/12/2022 I finally got in contact with them to cancel the order as after 1 month, they still have no ETA for the remaining monitors.
FYI, nowhere on the site do they mention whether what you are ordering is in stock, but they tell you that you will have your order within 4-5 days with express shipping.
Terrible business. I would not buy anything from them. Very hard to get in touch after purchase.”
“Simply one of the worst customer service experiences of my life.
Realised I had made a mistake on the $4400 online order when I received the tax invoice and immediately tried to contact Digidirect. This was using the phone number listed on the invoice if any queries, but no answer and told to message. No answer to the message either for a couple of days (and no answer at all to call back options).
By this time the goods had been sent but now I'm told they are 'unable' to reissue a corrected invoice or issue a credit and re-invoice correctly.
i.e. They can't be bothered, simply don't care about anything other than the sale, and have no way of accessing actual admin people.
There is always a way, especially when effectively this company has let me down big time by not acting in aas I now don't have a legal tax invoice for my business.
Absolute disgrace.”
“DO NOT SHOP HERE. They take your money, don't deliver products and keep your money without responding to any customer service requests. Have tried phone, email, online chat, facebook messenger, all no replies and they've taken over $1000 out of my account and have placed a hold on my parcel with no customer support available to resolve it. Worst online shopping experience ever. Will never shop again.”
“23-Sep 03:45 Put an order in for a product;
23-Sep 03:45 I received the invoice and the "Order Confirmation" on two separate emails
28-Sep 06:45p I received an email "Update to your digiDirect order" where it said "Hi Bernard, I regret to inform you that due to a spike in our online sales, we have oversold [product I ordered]
We have been in contact with our supplier, who has indicated they expect availability within 1-2 weeks. etc etc"
Sep 29 morning: I called digiDirect call center to cancel the order and told to send an email as they need it on writing.
Sep 29 12:37p I sent an email saying: "Hi, I wish to cancel this order. Please refund me the money as soon as possible. Thanks [my name]"
Sep 29 12:37p I received an email saying: "Your request (133826) has been received and is being reviewed by our support staff.
To add additional comments, reply to this email."
Oct 4 12:15p Australia Post delivered the product.
The cancelation was never processed!
Buy somewhere else!”
“First time ever writing a review, but feel that my negative experience should be shared for those who are thinking of purchasing from digiDirect in the future.
I made an expensive purchase in July from their online store but quickly realised that I had bought the incorrect item (before anything was even dispatched). Upon reaching out to their customer service hotline, as well as email I either received no response or was told that someone would reach out to resolve the issue...
2 MONTHS LATER, and I still have't received a proper response from their 'Sales team', a refund or at the very least a status update of where the item is?? My money seems to have just disappeared...
Would never recommend digiDirect to anyone and will not be purchasing from them again in the future.”
“Very bad service, I my camera was faulty it’s been two weeks since I sent it back I had to email multiple times to call to her a response, an absolute joke , avoid buying from them”
“I purchased a product from this group on November 23 2021.
Two days later on November 25 2021, they sent me what appears to a partly automated message basically outlining that they do not have stock of the product that they are offering and that I purchased.
To correct the situation (and this is unbelievable), the automated pasted part of the email invites me to make ANOTHER purchase and they will give me AUD$10 discount.
WAIT FOR IT!
The next part says that If I make another purchase utilising the $10 discount, I cannot receive a refund for the original item that they sold me and do not have.
I have written to this group numerous times and spoken on the phone to get my money back for an item they sold me and do not have.
They have responded by basically informing that the refund matter has been “escalated to bloody management”.
It’s not rocket science to understand that management are responsible for the entire situation in the first place.
9 days later, I have not received any refund and do not appear any closer to receiving it.
As of today, 2 December 2021, I have now filed a PayPal dispute and failing that, further legal actions will commence including with appropriate departments.
I have also placed a review on TrustPilot and ProductReview. They responded to those reviews with a “sorry”, but have completely failed to personally contact me with an apology. They are holding onto peoples money with a vice grip!”
“The customer experience with these clowns is SHOCKINGLY bad.
Think very carefully before giving these people your money.
I have orders arriving in bits and pieces as they allow you to purchase stock online that is not available for dispatch. When chasing my orders up with the CS team they just don't seem to care. I am still waiting for items that I ordered almost a month ago.
I have had to chase multiple items several times over and am having to stay at home waiting for my orders to arrive one piece at a time. There is no pro-active work from their end to keep you updated. They just take your money and leave it up to you to figure it out. Very frustrating and is costing me money as I'm not out working.
Be careful ordering online as what you have ordered may simply not be available, and this will not be noted on the website.
I consider digi-Direct's business practices to be shady (at best) and I recommend going to the competition.”
“In February I purchased 10 cameras, 8 cameras were delivered 2 cameras were not delivered.
DigiDirect investigation took a while but eventually they came back and said we didn't send the cameras and we will give you a refund instead of sending them out. A month later still no refund, we contacted them back and they said they will do it, then we received an email from Geoff saying that the serial number was why they haven't refunded.
We contacted them again today and spoke with James who after 45min told us he doesn't know whats happening and we would not be getting a refund today.
This can't be legal? I have all the evidence to pursue this further. Please help”
