“Just shocking service. Ordered a shed with a guaranteed delivery within 7 days. 11 days later I was still chasing it having received nothing other than a confirmation of the order. Eventually after many attempts to speak to someone, I went on 'chat' with a lady only to be told that the earliest delivery, which they might not be able to honour, would be at least 4 weeks away. I had to cancel the order and start afresh elsewhere. In the meantime I have the contents of two shed sitting on my lawn. I will never, ever, use Robert Dyas for anything and regret having given them any business in the first place.”
“I also want to warn people about the poor customer service and damaged goods. I bought the 9 seater corner garden furniture and Bistro table and chairs that were damaged. I phoned customer services after they did not respond to my email and was told to send another email along with photos which i did. I received no acknowledgement and again had to phone up for a resolution. The only option given to me meant I would have to take time off work for them to take back the damaged furniture and then another day for the replacement as they would not exchange on the same delivery. It didn’t make sense to me as they had photos to prove the furniture was damaged. Would I buy from RD on line again, the answer would be NO and I’m now regretting not reading the reviews placing my order. RD on line need to sort out their customer service and check all items sent to customers for damage.”
“Ordered Angle Grinder and on second use the switch stopped working. I have requested a replacement to be sent to my home asap. I will keep you posted on the outcome”
“Never ever buy from these people they lie and cannot call u back or deliver your order. They are very good at keeping your money £1200 !! They are most definitely the worst customer service I have ever received in my life time . Please do not buy from them . They don’t even have a customer complaints department they just get passed to the managers in customer service . Can anyone tell me if this is legal?”
“The positive reviews on this site seem to be from purchases in store. If ordering online, be aware of the appalling customer service should anything go wrong. I ordered a garden dining set with delivery within 14 days. 16 days later, no contact so started a series of telephone calls over the next 4 weeks, each time with customers services promising to contact me (these calls never materialised). Eventually got my set over 6 weeks after order with one chair faulty. Rang customer services, supplied the required photograph and was promised (again) that they would contact me when a replacement was sorted. 3 weeks after notifying them of the fault and following several unanswered emails, their logistics firm telephones whilst I am on holiday abroad to arrange a delivery, but offers only three dates all before I return to the UK. I asked for them to deliver a week later, but they can't and tell me to contact RD customer services (feeling of impending doom descends). I try to contact them, but no response to emails and all agents on phone are busy... Please, please DO NOT order anything substantial from this company. Read other reviews about customer services (I wish I had). The customer has to do all the chasing: their systems and customer services either simply cannot cope or don't care when things go wrong. I have spent well over £1,000 and three months later am still waiting.....”
“Ordered 9 large yankee candle. It was delivered broken due to poor packaging and ended up cutting my finger when reaching into box to get them out. Immediately sent an email to their customer service team about broken candles and received an automated message saying the message had been received and I would get a response within 48 hours. 5 days later still hadn’t heard back and emailed a further two times, still no response. I have now had to call them and have been on hold for 25 mins so far. So frustrating! I am never ordering from this place again - such a useless Company.”
“Items never turned up. Paid for next day delivery. Promised further deliveries, never turned up still. Customer service not bothered in the slightest, continual lies to get rid of you.
Some of the worst service I've ever received. Now having to fight them for a refund and am £415 out of pocket until they sort all this out. Never will I order from them again, more stress than it's worth.”
“great DELIVERY , HOWEVER IF YOU HAVE AN ISSUE MIGHT ASWELL TALK TO THE WALL , so you send an email to customer service 2 days go by nothing , so the you try the online chat , which will then say hi how can I help you , then you reply and nothing , all our operatives are busy , so maybe we will call , so we did we held for 7 miniutes then gave up .”
“I made an order and paid extra to have it delivered next day. I have emailed them 3 times to find out where delivery is. I have waited a week. Delivery hasn't come but they did take all the money from my account. No answer from emails. Shocking company.”
“Just wanted to share the very poor experience I have had with Robert Dyas, I ordered a corner rattan dinning set in grey from Robert Dyas, it was delivered on the day they said it would be delivered however when I opened the box it was actually brown with cream cushions, I called the and arranged an exchange. A week later transport called to collect the wrong item but without the exchange furniture. I called them once again and they eventually agreed to getting the exchange out to this Thursday. Great I thought at least we would have what we ordered. Ha but this was not to be, just received a call to say that they are out of stock??? What a shambles of a company to deal with, never again, the attitude of all the staff I spoke to was not the best with the exception of a lady called Leah who really wanted to help but unfortunately Robert Dyas didn’t”
“Same as the one below! Ordered a bin mid May, was delivered a few days late (had to keep chasing), arrived heavily damaged in two places, provided proof, then they take an age to reply to emails (without actually resolving the issue or answering the queries?!), nobody answers the phone, the webchat is painful (when it's available), a return postage label randomly turned up in June, I had the huge inconvenience of returning the bin in a large box to a post office to return it (at my inconvenience and cost, not to mention difficult because of the size of the item) - provided proof of postage for the return, wouldn't refund me, have provided proof it was delivered to them on 17th June & I've still not received a refund & have had to chase (again)... will probably get a reply in a week and then wait another week for a refund?! I've wasted a LOT of time on emails, web chats & calls, they take a week to reply to emails "sorry, we pride ourselves on providing excellent customer service blah blah" - actions speak louder than words - they clearly don't! I will NEVER order from them again, suggest you don't. I've NEVER had such a bad experience from ordering online :( Very disappointed and angry.”
“Absolutely disgraceful online service and despite complaining things didn’t improve or get better. Customers are requested to use Livechat as the best means of contact but I often couldn’t get connected and the advisors were unhelpful and didn’t appear to know what they were doing. It took three weeks to get a damaged part replaced and that was after chasing every day. Then to finish it all off I didn’t get a message about the delivery so the item was left with a neighbour and I have got two slipped discs and won’t be able to move it (this is a heavy and bulky item). I was informed that nothing could be done about this. Terrible company, utterly useless and don’t know what they are doing. I would not recommend them and certainly won’t be using them again. Theo Paphitis should be thoroughly ashamed at this company he gives his name to.”
“Ordered a garden dining set with delivery within 14 days. 16 days later, no contact so started a series of telephone calls over the next 4 weeks, each time with customers services promising to contact me (these calls never materialised). Eventually got my set over 6 weeks after order with one chair faulty. Rang customer services, supplied the required photograph and was promised (again) that they would contact me when a replacement was sorted. 3 weeks after notifying them of the fault and following several unanswered emails, their logistics firm telephones whilst I am on holiday abroad to arrange a delivery, but offers only three dates before I return to the UK. I asked for them to deliver a week later, but they can't and tell me to contact RD customer services (feeling of impending doom descends). I try to contact them, but all agents are busy. Please, please DO NOT order anything substantial from this company. Read other reviews about customer services (I wish I had). Their systems and customer services simply cannot cope when things go wrong. I have spent well over £1,000 and months later am still waiting.....”
“Ordered some trailing petunias in April which showed them in stock. 6 weeks later no petunias. Phoned the laughably called Customer Services every day for week. Loads of promises no petunias. Phoned again on Friday to be told they were out of stock. I asked to speak to the line manager. The lady said she didn't have one, didn't report to anyone at all and only saw Theo every other month or so. Must get very lonely sitting on your own in a big office. Still waiting for a refund. Theo has quit the dragons now hopefully to spend more time looking after dissatisfied customers a tadge closer to home. Very poor service. Watch the papers for this company to go bust in the very near future.”
“The original order was placed on the 17th May. The order was in 3 parts. I have received 2 parts of the order, no problems, in fact arrived early. The third part was originally supposed to be delivered on the 29th May. When the item did not arrive, I contacted Robert Dyas Holdings, they assured me the item would be delivered on the 3rd June. They gave me a delivery code, however when you input the code, yes it shows my address but no delivery status. The 3rd June came and went and still no delivery. I have contacted RDH daily and I have been promised a call back every time, yet no call back has been received. The item I am missing is product code: 209499 - Radius Pro Lite Spade, Shovel, Transplanter and Fork Garden Tool Set. £69.99. This item was a birthday present. Can you imagine the embarrassment on the day when you have to say “sorry your present has not arrived”?”
“They sold me a shredder that seized up after a couple of days. The instructions did not suggest oiling the cutting blades which i have since discovered is required. Robert Dyas just kept on about a 12 month guarantee that had expired and refused to comment on their poor maintenance instructions. Avoid like the plague I say.”
“Ordered item on the phone, credit card charged, called about delivery only to be told it was cancelled- don't know why. Now trying to get money refunded which you say was never taken but had been charged to account and I have the authorisation code which was used by you to get the money. Wi never order from Robert Dyas again.”
“We bought an office desk which came flatpacked. The quality of the panels is extremely bad.. they chip and brake so easily... very difficult to resemble. We have not completed setting it up as we are very reluctant to place its heavy glass top on the base in case the units might collapse...
It is the worst product we have ever bought... It is not fit for purpose!! A waste of a few hundred pounds and a waste of time and energy.
We are extremely disappointed and will never buy anything from Robert Dyas in the future.”
“I would never use Robert Dyas online again. I bought a Hotpoint Aquarius dishwasher through them and it failed within weeks with an intermittent electronic fault - cutting itself off part way through a cycle at random intervals. A very slow and unhelpful response from Robert Dyas customer service and despite the machine breaching my consumer rights I am still fighting for a refund. Hopeless retailer and a very unreliable machine from Hotpoint.”
