“Ordered 2 gates on line, did not turn up on day they stated, no communication. Had taken a day’s annual leave to be at home, Turned up unexpectedly next day when I wasn’t there to check condition. Don’t resemble photo on web site; mine are scratched and will need sanding down and treating as they look shoddy.”
“Went into the BANBURY store this morning, 3 woman at the counter, one shouting at the top of her voice showing others private gossip on Facebook continually stating vile comments and working herself up into a temper, others agreeing and looking at her phone with her, including while I was being served. Could be heard all over the store, couldn’t care less about the customers. One poor chap working diligently on the shop floor, trying to ignore the others 😱 shocking behaviour from those at the counter.”
“Very disappointed.
Purchased a garden suite, it said IN STOCK so I paid for it, had delivery date from. Courier, gave my old furniture away to then be told. Out of stock sorry we are sending refund.
Not good as wife had day off for delivery. Not even, would you care to choose alternative. Very unhappy as now no garden furniture..”
“I am writing this to warn other potential customers. I’ve had such a terrible experience that reliving it now on this forum is too much so to put it concisely: Customer service absolutely shocking. If you order a product (in my case- online), don’t expect it to arrive at your door because RD are incapable of coordinating with their delivery courier (and vice Versa). Don’t believe any delivery timescales (including next day as I was told by a member of the RD team). Everyone on the customer service team is completely incompetent and unhelpful. No real customer service or sense of being helped. I am struggling to get a refund today after having placed an order earlier this month. Am being told that their courier (Panther) has to make an unsuccessful delivery to my door before I am refunded. Pathetic.”
“Ordered item on click&collect today fir wedding present tomorrow. Can't pick up till 16th May. Cancelled order but can't have refund for 3/5 days. Told eastliegh store he's in stock which is where click and collect was for so why 16th befor I can collect. Told to go and purchase one and wait for refund. Can't afford to do that as on a pension. Not happy with customer service attitude at all”
“Just bought a charger for my 'phone. As usual Robert Dyas in Wimbledon didn't let me down. The staff were their usual helpful selves. I've bought many things there and if I need something it's the first place I try. Keep up the good wordk”
“Shocking company.
We have been trying to return a item for over two weeks. It’s been excuse after excuse.
Still haven’t had the items collected and out of pocket £550!”
“I ordered two of the same item (a battery powered alarm clock). One of them worked, the other didn't. "Robert Dyas" (if there even is such a person) refused to do anything about the problem. He says I couldn't even have got the clocks because I live in a place that they don't ship to. Never again!”
“Bought a 6x4 green house. One of the most complicated constructions, with one main bar missing and damaged roof panel. I have sent photos of the damaged panel 3 times, and been told they were not received.
Now have to wait some 72 hours or more before I get a replacement. So at the moment a greenhouse with a gaping hole in the roof.
This is the first time I have bought anything from Robert Dyas, and will probably be the last. I would warn anyone intending on purchasing a Poloma 6x4 green house that it is a complete build and and not in sections. This is not made clear when you purchase to my knowledge.
Not happy”
“Ordered a fire on checking website later it said out of stock rang customer services to be told it will be delivered I rang later to speak to someone else who rang supplier and it was cancelled out of stock as I suspected told they have to wait now for email from focal point fires to confirm cancellation before refund can be given looks like a long battle but I will contact my credit card company and also the ombudsman if no refund by next week first time ordering with this company and the last taking money when item not in stock is fraud”
“Rubbish company took a day off work to accept a delivery via RD then find out they could deliver on day they said . Not a bit of compensation for inconvenience for loss of earnings I Will not be using this company again”
“Found out I paid £10 above even the Manufactures recommended retail price of a product, very disappointed especially when the shop assistant and the online support simply explained I should of shopped around, its certainly something I will be doing in future and Robert Dyas will not be on my list even though I have been a customer for over 40 years.
All I can say to others is check very carefully your prices as you can likely buy cheaper elsewhere.”
“Order 1006792704 - door Matt keeps shedding dozens of bits every day. Contacted Robert Dyas but just passed to ‘the supplier’ who told me to put a 1.5m Matt in my washing machine. Nothing since and emailed 4 times. Rubbish”
“I have been shopping with Robert Dayus for over 30 years and today I purchased a kettle but after getting it home I realised most other outlets were selling it for far cheaper! I paid £44 for the Kettle and places like Argos and other were selling it for below the recommended retail price of £34, I even went on Russel hobs website and they were selling it for £34!
Find it hard to believe Robert Dayus would sell its do much over the RRP, will not be purchasing there again!.”
“Kettle started to leak took it back to Robert Dyas as guarantee states if under 6 months of guarantee take it back to retailer. Was told as I hadn’t descaled the kettle every month the guarantee had been voided, so no exchange or refund, couldn’t help me. I checked the guarantee afterwards and nowhere does it say this. Phoned company direct could’nt be more helpful replacement kettle on the way. Makes me think twice about using Robert Dyas. It has always been my go to place in the past. Not so sure now!”
“Today I visited the store in Yeovil Somerset in the widow it was showing the product I was gong in to buy.
I went to the shelve where the product was , to only find packs of Brita maxtra + 3 water filters in a box , but I wanted the 6 pack as it was on offer, after asking one of the male staff on the shop floor, he said “if there none on the shelve , we don’t have any”, I said “but in the window you have some box of 6 , he told me he could not sell me any thing from the display window till after Wednesday .
I could not understand why he had the product in store, but I could only buy it after Wednesday, and I lived 25 miles away, which meant another journey back to Yeovil.
Well if that’s how your business is run , it will be no surprise to me if your store closes .
As a customer I have shopped with you for many years , NO
MORE if that’s how you treat people !!!”
“7th January placed order for delivery 14th January.
14th January called customer service to check delivery as my Twins birthday next day and id had no delivery information. I was told categorically the delivery would not take place, I could not have and express delivery and there was no possible way I would get my order in time for my children’s birthday. I was issued a credit, that appeared on my CC account. I had no option but to order for next day delivery on Amazon replacement products at an extra cost of £16.( I can show costs should you require)
15th January Amazon order arrived – children opened as gifts. Mid day Robert Dias order arrived !!!!!!!!! No pre warning or email. Credit disappeared from my credit card.
Called Customers services to arrange collection and refund. Was promised a refund for my additional costs ( Jo male Birkenhead call centre). The email to arrange collection was incorrect, so I had to call again for it to be corrected. I was then emailed to say FE Ex may still come, I and I needed to stay at home and ensure Parcel Force collected instead of FedEx !!!!!! I made sure that I put my return details inside the box, and added that the refund must include the £16 I was out of pocket. ( I have supporting pictures should you require)
18th January Checked Credit card account to see I have only been refunded my order and not what I’ve had to pay extra.
Dreadful service and not interested in resolving the matter. Never buy from them again.”
“Bought a lamp on line. Lamp arrived with parts shattered and a constantly flashing bulb. Contacted customers services straight away (impossible to get a response by phone). Didn’t get a reply for 6 days only to be told that I had to wait for them to take it up with their supplier before they would comment, even though my contract was with Robert Dyas who took the payment.
Complaint still not resolved……
Would never use this company again.”
“Ordered a Television through Robert Dyas and was to be supplied by Exertis. It was delivered on time, New Years Eve. I was not in a position to set up new tele at this time but box was in tact and on initial look at the tele it looked undamaged. I was away until 7th January, when I was in a position to set the new tele up. It wasn't until the tele was up on it's unit, and I took off the protective film that it looks like I could see a hair on the screen. On closer examination it looked like the screen was shattered from a small point at the bottom by the Samsung badge. Barely visible to the naked eye. On switching the tele on it became very apparent the tele screen was shattered from the bottom. I contacted Robert Dyas who informed me they would contact the supplier and I should hear within 3 days when I would get a new tele delivered. It was only when chasing up with Robert Dyas that I was informed that because we had not notified Exertis of the damage within 48 hours of delievery there is 'nothing they can do'. When asking to speak to a Robert Dyas manager to discuss further..... I'm still waiting a call back over 24 hours later. ABSOLUTELY DISGUSTING - I PURCHASE A DAMAGED TELE AND THERE IS NO WAY TO GET A NEW ONE.
DO NOT TOUCH EXERTIS OR ROBERT DYAS. CUSTOMER SERVICE - ZERO. MAY AS WELL BURN YOUR MONEY.”
“Order number #1006605858
Put my order on the 14th of December for some light switches an sockets to be delivered within 3 to 5 working days but did not receive them. Contacted your customer service twice( 1 just before Xmas, 1 just before new year) and both times was promised that my items were on their way but, once again, nothing. Worst experience was today when I had to wait over 20 minutes to speak to an agent and he started to have a go at me because I had used the wrong customer order number to speak to him and then hang up the phone on me. ARE YOU FOR REAL? I then had to spend another hour to speak to another agent (this time a very nice and polite lady) that could not refund me the full amount because my items were PARTIALLY dispatched but no one knew were they were and when I should receive them. APPALLING. Eventually she got the authorisation to refund me the full amount but to get to this I had to spend over 5 hours (including former calls) of my life to speak to you. Will never use Robert Dyas again.”
