“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.”
“Excellent customer service
I came into the Robert dyers store wich is based in the city centre and had nothing but smiles and great customer service provided by Mundita”
“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.”
“I ordered a pack which consisted of TWO
bath towels, which i have had in the past from this company….however the parcel consisted of one HAND towel only, so I informed them and they said to keep it despite me asking for a postage paid return label, this didn’t account for the fact that two BATH towels were missing, but they said the order was only for ONE, however they accepted their error and said they would send the bath towels, which they did send ONE, so when I told them they said I had received ONE towel failing to grasp that there was still ONE missing, so I have told them AGAIN, being as their phone number is none existent how do i get them to send me this outstanding BATH towel, so I am extremely disappointed in the customer service which is appalling as the staff seem unable to understand the problem….originally they insisted the order under the item number on their website was for ONE towel, but they eventually realised it was for TWO so I am still waiting for the OTHER missing towel….so obviously the customer service phone number is non existent as they are unable to deal with the customer queries which have arisen by incompetence at their end to start with….. not impressed at all, despite having bought these same towels before from them without a hitch so what is happening to this company, Theo Papitas you need to sort this business out before you lose your loyal customers!!!!”
“The worst customer experience ever!
I've spent £49.98 instore (Enfield Palace Gardens EN2 6SN) on electric blankets.
Few days later I went there to buy an electric throw (£ 52.99).
I was told that the one I wanted to buy is only avaliable as online order, which they placed for me. WHEN placing the order I mentioned that I would like to collect instore at Enfield. I stated that I live just few door away from the shop but there are roadworks outside my property with a temporary fence and a door with an access code.
Robert Dyas policies are radiciolous because even they sell some produts on their side , they don't deliver them to the store , so I was refused.
And here it goes...!
For 2 weeks unsuccesful delivery attempts, me calling Robert Dyas customer service ( the number doesn't work propely and none answers).
So daily e- mails: I left a very detailed delivery instructions, the code for the door, asked for the driver to give me a call if any problems would occur...
They don't follow instructions, don't use a code for the door, don't call me.
For 2 weeks I was stuck at home waiting for the delivery which has never happened!
I had a few calls from Robert Dyas customer service with appologies and always had to listen to promises that my product would be delivered "today", "tommorow"...etc.
When finally yesterday I asked to cancel the order, first I was told it would be done and I can go back to the shop for a refund.
And then - no sorry DHL will make another delivery attempt today and we talked to them so your delivery instructions will be followed. IF it doesn't happen go to the store tommorow and your refund will be issued.
So ...there wasn't any delivery attempt AT ALL.
Next day (today) I went to the shop for my refund .
No refund was issued even I was told that yesterday, because I have to wait few days till DHL send them the product back!
So haven't received my own money back, lost 2 weeks waiting for the product to be delivered, spent ages writing e-mails to Robert Dyas, DHL, answering useless, unhelpful calls from Robert Dyas customer service.
And the most ironic thing I kept to the end:
calling DHL to sort out the delivery problems costed me EXTRA £ 6.00 from my phone credit as the call wasn't free and I was put on hold to be connected to another department until my credit has finished completly!
AND... amazon sells the throw I ordered with Robert Dyas £2 cheaper than Robert Dyas .Which I found today . And I order a lot from Amazon and never have a problem with their deliveries!”
“Worst customer service l have ever had the misfortune to have to deal with absolutely useless l gave them one star for picking up the phone won't ever buy from robert dyas again if this is the service they offer”
“Ordered bed for it to be a failed delivery after waiting in all day, the driver went to the back of my house in the road behind and didn't even call to ask for directions. Took the day of work and had someone helping me build it for my new flat.
They signed as not delivered and no way of even contacting them and the office shut at 4pm they tried delivery at 5pm. Robert dyas sort your delivery drivers out!!!!”
“Steer well clear of Robert dyas there fw style wardrobe doors are bent poor quality poor fit. Asked for replacement doors again both bent I asked to return wardrobes for refund customer service agreed Then 2 days later changed their minds offered me £25 compensation instead (insult) Not Happy with the quality of fw style wordrobes or Robert Dyas 👎”
“Ordered Two 3 door White Gloss wardrobes. Both mirror doors are bent. Poor fit poor quality asked customers service for replacement doors again both bent so asked to return wardrobes for refund customer service agreed Then 2 days later changed their minds and offered me £25 compensation instead (insult) I will never recommend Robert dyas or the stuff to anyone 👎”
“This company is horrendous. Refused to refund me for a faulty shed and didn’t contact me like they said they would. Offered a £15 refund on a £200. Reporting them to trading standards. Do not shop here is my advice. Wish I had read the reviews.”
