“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.”
“I tried to change my order to cancel a shed base which wasn’t going to be delivered till way after the shed. Absolutely impossible as there is no contact number just a ridiculous messaging system called Live Chat which keeps cutting out so you have to keep repeating everything. Eventually you get put through to an agent (still only on messaging!) This also cuts out so you have to start all over again. Eventually I called the supplier direct as their name was on the invoice. I actually got to speak to a human! She sorted the whole thing out within minutes and had the product delivered to me a couple of days later - 10 days earlier than Robert Dyas had said. After that I had an email fro RD saying that I couldn’t cancel 1 item on the order I had to cancel both. If only they had a proper customer service contact number where you could speak to someone. Won’t be using them again.”
“I should have read the reviews first.
I tried to cancel my order 1 hour after placing it however customer service waited to reply to my email cancelation request until an hour or so after delivery.
If I wanted to return the item it would cost £30 fait compli, needless to say I will never be ordering from Robert Dyas again.”
“Delivery never happened had my money 20 days niw all forms of written contact fall at feet of blind people, and the human phone contact is non existent after holding on 15mins I pressed 5 for call back which never happened! Absolutely disgusting back up service they take your money but do not follow up on the orders! I am still waiting for product and delivery date! No replies tried all points of contact!”
“Received my Order of a Daewoo Halogen Oven on Saturday the 10th of April 2021 but it does not Work it Arrived Damaged broken glass in it Heating Element Smashed sent pictures to Robert Dyas and they gave me a Return Pickup Date 0f 23/4/21 but nobody came so arranged another date 0f 27/4/21 and i am still waiting, they just do not communicate sent several messages but Robert Dyas just do not Reply, my advice is stay away they are an Appalling Company, once they have got your money they do not want to know,
Kind regards,
Keith revill”
“Like so many on here I paid for a bench, waited 2 weeks for its delivery date, which passed without delivery, then nothing. No contact, no refund, no bench, no revised delivery date, no response to my email chasing it. I'm not going to waste my time going through what some poor people have on here – go straight to social media, then send a final email deadlining them and saying exactly what you want, ie refund or new delivery date, if they don't respond, report to the consumer ombudsman. Waste Robert Dyas's time, not yours – they owe you!”
“Placed order. Given delivery date. Did not arrive. Tried to contact them but no email address answers, no telephone number to talk, live chat an algorithm that answers questions no one asked. Eventually got a response from Boux Avenue (part of same group). They don't do garden furniture!
Absolute joke customer service.”
“"DO NOT BUY FROM THIS COMPANY"
Ordered a large Wishing Well received conformation of order and dispatch date and delivery date.
No order received unable to contact customer services constantly busy no answer to E Mails. Rang FedEx no goods received for shipping.to me.
This is the worst company I have ever purchased from .STAY CLEAR of them.”
“This is first time shopping with Robert data & it was very bad never again will I shop with them ,they sent me incorrect tracking number ,I could phone them ,the tracking site did not function, awfull shopping experience ,never again will I shop with this ameture lot.”
“Ordered an item on 12/03 which was allegedly dispatched on 15/03 and due to be delivered by 19th. Almost a month after ordering, many 'live chats', numerous emails and hours of my life I'll never get back wasted, still no result; no product; no solution; no refund even though I keep asking for one. Seems to be the standard response of blaming a 3rd party and asking customers to wait for 3 working days whilst they investigate (this has happened 3 times now). Tracking indicated that the item is still awaiting collection by courier, RD say it is delivered. I am not even convinced the item was ever in stock. They are happy to take your money but do not keep their end of the deal. I am truly shocked by this abysmal customer service and by the other reviews which show that what I have experienced is common practice with Robert Dyas. PLEASE IF YOU HAVEN'T ORDERED YET, DON'T!! I wish I had read reviews before giving them £165.”
“Don't do it - I wish I had read these reviews first. Ordered a lawn mower last Tuesday online and only got notified on Sunday that it was out of stock and so wasn't being delivered this week. I will be getting a refund but in 3-5 days from Sunday. Not at all impressed with a website that lets you order out of stock items and then you wait 6 days to be told there is a problem. Very poor customer service. My first and only order with Robert Dyas online.”
“DON'T DO IT. Ordered a table and benches on the 12th March, due to be delivered today and I've not heard ANYTHING from them since I ordered. Rang to cancel and haven't had confirmation of the cancellation or a refund either. Trust the reviews! This place is terrible.”
“I bought a shed online from Robert Dyas which when it arrived it was a poor quality shed so sent it back to supplier who said they would inform Robert Dyas when it was returned so they could refund the cost of shed.After 5 emails to the. There automated responses did not understand that I wanted a refund.
I couldn't speak to a human and I found there customer service very poor.Also there phone number is premium rate so would cost 36p per minute”
“Received a faulty office chair. Been trying to get a refund for weeks but they insist on a video to prove when it RANDOMLY lowers itself and clunks! Am I supposed to film myself sat on it all day to prove this? They’re making it really difficult and they know I need this returned ASAP. Also, I apparently agree to the T&Cs of the supplier rather than the retailer despite not being given any of the supplier details??? Definitely won’t be using them again.”
“Should be -1 star
The issue that I have experienced was I ordered a shed and the day before it was due to arrive on Friday March 26 I was called to say it would not be delivered because of a supply problem, after over 3 weeks of me picking a delivery day.
They did not taking in account I took time off work and my Son did too, hired a skip to get rid of the old one and now have all the contents under tarpaulin in the garden which since Friday we have had gale force winds and torrential rain that is ruining my possesions.
Also booked an electrician for Saturday to fit electrics and he was not pleased when I had to cancel
Lots of expense and inconvienience.
Promised to call me back with a new date, but nothing.
Customer service is a joke.”
“Purchased a recycling bin turned up damaged,returning bin a joke contacted customers service via web site to many time to mention, called to make a rerun did not turn up to collect bin, as said before all done via 3rd party supplier,was told that they'd get on to them, "well I purchased through you not them". Do yourself a favour and stay away from this company”
