“We ordered a £700 spa with next day delivery and been waiting 3 days with no contact only email service which never gets back to you personally only a generic response. There is no phone number. Taken 2 days off work waiting for delivery and nothing . Pooooor customer service”
“If I could give Robert Dyas's customer services minus ten stars, then that's exactly what I would give them. They are just taking the complete "proverbial" and are absolutely useless. After the past few weeks' experience trying to solve my problem (which came to no resolution whatsoever), I can promise that I will NEVER ever again purchase anything from them. You - ROBERT DYAS - should hang your head in shame. Reporting my problems to Which?, so they can add you to their list of companies with very poor customer service satisfaction...!!”
“Same story from me as so many others. Waited 10 days for delivery, nothing appeared. Chased order via web chat … useless. Had to ring the local store to get customer services telephone number as it’s not displayed anywhere obvious. Finally spoke to a representative, system down , no information available… unbelievable. Then came a response from webchat 48 hours later saying they would email supplier and response would take 3 to 5 days. I told them to pick up the phone and call them. Response came back, item out of stock. I certainly won’t be dealing with Robert Dyas ever again.”
“My experience echoes those of others who have rated this company as appalling in respect of customer service. I returned an item I bought on-line, to a local store and was told my money would be refunded to me later that week by the on-line team. Two weeks later I have not received a refund and customer services are arguing that they cannot authorise payment until the item has been located in their warehouse even though I have proof of return which they have seen and accept as authentic. If they cannot locate the goods, I do not know how this matter will be resolved but I am £100 down and they have the item I returned. I would advise giving this company a very, very wide berth.”
“Buy elsewhere you have been warned !! Ordered an item online that was instock and the order and payment was taken but had no contact for several days so gave them a ring. Spent ages on the phone and the order could not be traced but eventually had an email resulting from the call to say out of stock so refunding. Terrible service and I guess this could have gone on for weeks as they did not have the decency to tell me the situation straight away until I chased the issue. Needless to say I will not attempt to order from them again. ZERO stars from me.”
“Made a purchase on 27th June - was due to be delivered on 30th June. Made plans for garden get togethers in line with the false promises of delivery. Every time I phoned customer service they told me it would be there the next day. It is now 13th July - still no furniture so I'm going to get a refund and shop at the Range instead. At least their furniture turns up”
“Apalling. If I could award them zero, I would. Item (Patio Furniture) was cheap and nasty so wished to return it. They tried to charge me £30 to do so, then refused to let me return it to a store, then refused to allow me to speak to a manager. AVOID THIS COMPANY LIKE THE PLAGUE.”
“Ordered a garden table and chairs set with a delivery date of weeks ago. Only the chairs arrived.
Have sent emails every day ... there is no telephone service for help.
Constantly fobbed off, with dates for table delivery that never happens.
Extremely difficult to get a refund.”
“battered box…battered seconds item full price. 😡
Product arrived in such a battered box with tape all over it. Product has chips all over metal work and the seat was all ripped.
Awful customer service. Took weeks to get picked up. Too late for birthday present. Do not buy from this company”
“Unfortunetly there is not an option of zero stars. Don't buy from this company with the fake reviews. Once you buy from them you will receive an email with a fake delivery date and a fake tracking order button. Once you press the fake button it just takes you to your invoice. Furthermore if you want to try to contact customer service by email and not to talk to the robot 'Dave' that they have on their website you will just loose 5 minutes from your life by sending an email. At the other end is no one! Even when have tried to reach someone on their twitter page they cannot help me as they said, because I have to tallk to... "ha-ha-ha'' customer service!”
“Don't ever buy from them. I placed an order and the delivery day has passed and their is no customer service available to locate my order. Also their is no order tracking system as when you press the link it just takes you to your invoice. They are scammers.”
“I would rather not leave any stars but you have to leave one. Robert Dyas is the worst online retailer I have ever dealt with. I ordered a Rug Doctor spot cleaner on 7th May 2021. I received it on 10th May. I didn't open it until 6th June when I first tried to use it, only to find it was faulty and doesn't work at all. I contacted customer services on 7th June, it is now 30th June and I still have not had a replacement or a refund. I have been repeatedly told to wait 3 days for a response from their supplier where the machine apparently came from. They have not received a response and therefore they have not arranged a collection, replacement or refund for the defective machine. I am not being kept informed about what is going on. I don't know why Robert Dyas can't honour my rights and the fact that I paid them for the item so they should be the ones to collect and refund me and the issue with their supplier should be their inconvenience and not mine.”
“I paid for next day delivery waited in all day never came I emailed them six times and the response is from a computer so I don’t know how I will get my £7.95 back as there is no way to talk to a human will never use them again”
“I ordered a grey blanket box.
I was given a delivery date. I took the day of work waited in.
No delivery.
I tried contacting Robert Dyas to no avail.
2 weeks later I finally spoke to a customer service advisor. Quite rude and unhelpful. Could not give me a new delivery date.
Offered me £10 compensation. Which I refused as felt it was an insult. Doesn't even come near what I lost in wages time contacting them.
I cancelled the order.
No apologies. Poor customer service”
“Ordered a BBQ on next day delivery, didn't arrive, zero response from customer services. took a day off work to receive it. Been 4 days now and no BBQ, no email, no call back. terrible customer service.”
“We visited the Petersfield store today and made a purchase of over 22 pounds but the young lady on the till was busy looking at her personal phone during the whole payment process and couldnt have been more morose if she'd tried”
“Worst customer service ever. Very, very slow service especially when you have purchased a product which became faulty within a very short period. Return paperwork was disorganised and they never even sent me my replacement until after i had chased them up. They never answered my emails, all you received was an automated response. BUYERS BEWARE.”
“Terrible customer service for online shopping!!!!
I bought a cordless drill on line, it arrived with broken and missing parts.
Robert Dyas were clearly aware that it had parts missing as the item description front of the box had been altered.
I contacted customer service to ask that it be replaced, the drill I had ordered was now out of stock so I requested that they exchange the drill I had received with an alternative (it was slightly more expensive).
I was told that it was against their policy to exchange for something different.
Several phone calls and emails later they finally agreed to send me a £10 voucher (as a gesture of goodwill!!!) to put towards the replacement drill.
Needless to say, the £10 voucher never arrived and the drill hasn’t been replaced!!!”
“If I could I would score 0. Where do I start. Ordered BBQ on 20/04/2021with “named day delivery” for 22/04. Didn’t arrive. Contacted customer service and received information that there was some issue with courier and they contacted them to be delivered urgently. Didn’t hear anything from either Robert Dyas or Tuffnells for next few days so sent email after email to customer service without any response. Went on the website to use that “chat” which is automated bot with fixed options that you can choose from and then after typing tracking number provided showed “good news, you item was shipped” which was a lie. Then after choosing “missed delivery date” automatically sent email to customer service saying that I didn’t get the purchased item and somebody will be in contact with me ASAP. No response again. And again and again and again the same thing - automated responses. Tried to call customer service, turned out I used “wrong phone” (not the same as I entered as a contact)!!!! Tried to send email from different address with tracking number - got response that it’s a “wrong email address” (not the one that I provided when I paid for it)!!!! Contacted them on their instagram profile as well - the same thing: “please contact our customer service blah blah blah”. I couldn’t be authenticated with a different email address like they couldn’t ask me for last digits from my credit card, my address, my name like other companies do? Total waste of time!!!! Anyway, I even contacted Tuffnells to see if they have my package somewhere stuck in the warehouse. To my surprise they didn’t have it anywhere. After that I had enough so I contacted my credit card company (which is my bank) on 27/04 and started a process to get my money back and next day I had email from Robert Dyas (finally, after almost a week trying to contact them without any response) saying that they treat this as lost in transit item asking if I want to order it again or refund? I asked for a refund and still waiting to get my money back. Asked for an update few days later and got response asking me again if I want to reorder or do I want a refund!!!!!!!!!!! WHYYYYYY????? Who works there? Long story short - this was my worst shopping experience ever (still is because I am still waiting for a refund). I regret not reading reviews before making a purchase decision but I thought they are serious company. I was wrong. I can see that here and on other websites many people have similar experience as I had and it’s appalling how they do business and treat their customers. Never again.
EDIT 7/5/21
I posted review on trustpilot and
I got the response from them telling me to send email to the address that I already sent 2454 times in the last 15 days with no results. I sent it again on 6/5/21.It looks like automated response because everyone else has got the same. BUT WHAT IS THE POINT?????? NOBODY CARES THERE. I will charge you for holding my money £20 every day so you owe me £300 already on top of my refund. THIS IS FRAUD AND YOU ARE A DISGRACE!!!!
Another edit 7/5/21:
I don’t even know where to start. After telling them 4 times, responding to 4 different emails since 28/04 asking for a refund I get this:
“ Thank you for your email.
If you would like us to process a refund this will take 3 to 5 working days to show back into your account once we have issued the refund.
A replacement order would be placed on a next working day delivery.
Please can we kindly ask which option you would like us to processs”
You can clearly see that it’s just copy/paste because they spelled “process” with 3 “sss” in the last 2 emails. I don’t think there is any human being working there.”
