“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.”
“Disgusting service from Robert Dyas.
Received an inferior quality bed frame which shortly led to structural damage to the point that the bed is not usable. Provided all required information. Initial customer service response was brilliant, received response within 2 days, was promised an exchange of item and arranged 3 potential dates for collection and delivery. After all 3 dates had passed received a call retracting what was initially promised. Now customer service not willing to escalate until customer threatened further action. Still unresolved and needing to continue sleeping on the floor. Previously a regular customer. Will no longer purchase through Robert Dyas.”
“After a while of purchasing a washing machine the hose got broken and I contacted LG, they advised me it is because of faulty installation of retailer, I contacted Robert Dyas they were referring me to LG, none of them supporting me and I don't have washing machine now!! this is absolute scam!
I also would like to log a formal complaint regarding this to the person who installed my machine because on the day of installation the gentleman was complaining about carrying this machine to my flat and I had to do it myself !!”
“I brought 2 rice cookers from Robert Dyas. 1 for myself and one for a family member. When they arrived, I put one on that was automatically on the warm setting, the actual drop down switch didn’t work. I tried the second one and this bellowed black smoke, then switched to warm, with raw rice floating in water clearly not cooking. Contacted RD, within a hour of getting them. Was told send a video, I did. Then told to give 3 collection dates, I did. Now get email saying wait 15 days for manufactures to get back to them. I want a full refund not manufactures advice on faulty goods. I’m contacting my bank today to get my money back. Robert Dyas on line are a subsidiary company selling goods for other companies, these items are not Robert Dyas. Under consumer law I am entitled to my money back on faulty goods, I do not need to wait for manufacturers advice. Never using RD on line again. RD need to be transparent and let consumers know these items are not RD, but goods probably from Temu.”
“I’ve ordered two pair od pillows and they send only one. I did raised the issue with the customer service and been ignored. They took full amount from my account. Such a disgrace company”
“Purchased a Mercia shed from Robert Dyas local store Farnham Surrey in May Paid full price including installation only to have order cancelled as customer service only ordered installation therefore order automatically cancelled by Mercia. Went to store and got a refund. in June ordered shed again paid in full and same thing happened again received telephone call from customer services saying only installation paid therefore order cancelled and to go and get refund.Store personal no problem.Customer services absolutely awful.”
“I am not blaming the company but who ever their stockists are I ordered 4 rolls Navy panel wallpaper which were not opened until my decorator came to do the job.This job had to be done quickly so we had to use it.each roll was damaged along the edge as if the wallpaper had been bashed very poor quality as if they were rejects.1 roll had splashes of paint on it.the job took over two and a half hours because he had to find bits of the rolls he could use.1and a half rolls were rejected because they could not be used. The job should only have taken one and a half hours at the most”
“Awful online service, wrong item sent and so much messing about and long waits on the phone eventually decided to have a refund after being so badly messed about. They really don't care. Took a month before refund.
Never again!”
“Decided to join My Dyas instore tday. Very patient and friendly staff. Then tried to engage online. Oh dear. They dont seem to have an iOs app just Android?
Tried to acces my profile but couldnt get round registering or log in. Then tried the phone. Impossible to speak to a human because my issue wasnt an FAQ.
Does Theo Paphitis really own this? Obviously understand money more than customers!”
“We ordered Forest Garden 4LIFE Reverse Apex Shed 8x6 2 Door 2 Windows.
We booked delivery on Friday 12 July. We had a text on 9th July confirming the delivery and giving us a window of 4 hours.
In the morning of day the she should arrive we had a phone call from Robert Dyers stockist to say that as they was loading our order onto the van they realised it was out of stock.
I called Robert dyers to be fair every customer service person was very polite, they escalated my complaint.
Asked them to supply me with an alternative as I had taken the old shed down, and was told that Forrest sheds had no sheds available!
On the Saturday I called for a refund and was told that I could not have one as the complaint has been escalated, I had to wait to speak to Jamie from another team on Monday.
It seems that they cannot communicate with another department to say a refund has been issued.
Ended up with no shed and a refund 4 days later.
Ordered another shed using Tiger sheds, better quality.
I have always rated Robert Dyers but unfortunately they have lost my custom and those I know.
I was given a 10% discount code as gesture of goodwill. Well thanks Robert Dyers for that, I still have the contents of a shed in my kitchen. So you can stuff the 10%”
