“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.”
“i would have given a one star but the staff were not rude !
So .best thing i can say is don't order from them online. There are huge problems because the customer service people appear to send orders/requests/delivery information/collections and no one is listening in the outward bound part. it is as if they totally ignore the customer's requests - i PAID for a named day for a reason guys and gals. everyone blames each other . hopeless and soooo frustrating. I am patient but crickey oh !
This has meant for me the customer, item not delivered on day three times i paid for ! incorrect item ordered to replace 'lost' item. lost item being delivered but refused as damaged, numerous calls like about 10 ! and each time repeating the problem, in some case no notes being made, promises made for next day/resolution all failed. the final customer service lady Michelle personally followed this through for me , stayed in contact and did get a collection arra, nged and refund - i don't believe this is her fault but then two separate couriers on different days rocked up to collect the airer....nightmare. she had ordered parcel force for this wed and yesterday the original courier who tried to force me to accept delivery of the damaged airer rocked up . "sign for it as damaged please" ermm i don't think so buddy. Tufnells don't give you any paperwork either, on the collection i made him go back and search his van for the collection slip... total cowboys. i am receiving some gift vouchers as recompense and full refund notified on my paypal just waiting for it to hit my bank account. never again online for sure. what a complete lack of joined up teams.”
“Awful customer service. I recieved a damaged item so I emailed them and they said they would send out a replacement. I then emailed them every day for 2 weeks and never received a reply. I finally took to twitter and someone got back to Me and I had a refund. Its sad you have to take to social media to get a response.”
“DO NOT BUY FROM ROBERT DYAS! All items i purchased were faulty, including a rubbish kettle and broken vacuum that didn't suck up anything. To return the items they will collect the items which is an all day service, I had to have 3 days off work because they messed up the date of collection 3 TIMES. After they finally arrived, days later still no refund after I was told they would refund straight away due to the inconvenience. DO NOT BUY FROM HERE. ABSOLUTE SCAM.”
“Bloody awful company to purchase from. Ordered a Tumble Dryer 4 weeks ago and still have not had any response from them apart from automated responses to my emails. Finally phoned them today, left hanging on the phone for 20 minutes to be told they would get back to me in a couple of days with order details. Do Not Buy from them.”
“If I could give minus stars I would!
Robert Dyas is the worst company I have ever ordered from. I ordered a xmas present on Monday 17Dec which was to be delivered on or before Thursday 20Dec. Nothing arrived so I chased that evening, I was told by Rebecca that the item is with the supplier and she will chase them and come back to me in the morning. Friday 21Dec midday, I heard nothing so chased again, of which Jonathan told me Rebecca had cancelled my order, of course I was furious as I never asked her to cancel my order, then he apologised as he read he wrong info so he decided to lie to me and try fobbing me off saying the supplier is now shut until the new year....what supplier is shut from 21Dec until the new year....? He kept apologising and saying that there was no way of getting hold of the supplier and nothing else he can do for me, apparently he tried calling but the suppliers phones say they are now closed. I decided to take things into my own hands and googled the supplier to get a contact number, I called them and they were open and very helpful! Jonathan then replied saying he must have the wrong number for them....After speaking with the supplier it turned out that Robert Dyas hadn’t placed my order with them until the Thursday evening (20Dec, when I chased them and spoke to Rebecca), how does such a big company forget to place customer's orders! I was then told by Jonathan that a Manager will contact me, two weeks went past an no contact so I sent a complaint email of which I received an apology and a £20 gift voucher, why would I buy anything from them again..! So I asked for a £20 refund on my £60 product of which they agreed, HOWEVER, over two weeks later, no refund, no response to three emails and when I called them yesterday I was told "I'm not sure why your refund hasn't been put through"......Robert Dyas you are incompetent and THE worst customer service I have ever received, not happy in the slightest!”
“Robert Dyas Richmond Branch. I bought an £18 Thermos flask labelled "Keep Hot 18 hours". Liquid was lukewarm after 12 hrs! Explained to Cashier A but Cashier B, who was serving another customer, piped up that they cannot refund. He sounded aggressive and went on to state that because it was used and not defective they will not refund and that the label states ".. up to 18 hrs" (but the words "up to" are not on the label). He implied that it does not need to stay hot for 18 hours. I asked to speak to the Manager as that Cashier B's manner was uncalled for and his knowledge of customer service, consumer rights and Sale of Goods Act was found wanting. He then asked Cashier A to take over his till so he can go to his manager's office. He came back & stated they will refund as a gesture of goodwill. This is not goodwill - this is a right to a refund on a branded item which did not meet up to its advertised function. Cashier B clearly needs to be trained (or retrained) on customer service and consumer rights. Very poor and rude service.”
“I ordered an air fryer online and when I get to check-out was appalled to see that delivery was being charged as £11.95 as I live on the Isle of Wight. So beware Islanders. This is grossly unfair. I will use our superb local Hursts instead - forget Robert Dyas.”
“Ordered an item online. Stated was in stock .took my money and had email stating when collection would be . 2 weeks went by no email to say was there . Next thing I get is a refund via email. No explanation .called customer service who informed me it was now out of stock and the wouldn't be getting more in. Total waste of my time will never order from them again . If I'd of known it was out of stock of at least of gone ordered somewhere else but to late now for Christmas”
