“I returned an item months ago and still haven’t had a refund. They are blaming the ‘supplier’ who apparently isn’t them. Really terrible. They are totally chaotic.”
“Ordered a shed that they took the money for but didn’t have in stock (and apparently “might not even be manufactured anymore”) then spent days without a refund while they tried to contact ‘Shire’ who make these sheds. Now can’t order another from Robert Dyas because we don’t know if they can honour our order. I can see why they have bad reviews!”
“Ordered a toaster on offer so also ordered a kettle to match. The following day I received an email stating the toaster was incorrectly advertised & wasn't actually available so by immediate return of email to the individual customer service rep I cancelled the whole order. As we were in lockdown I also cancelled via their standard customer service email address & online chat (they asked customers not to call). Nothing, no response until confirmation of delivery date half an hour before delivery. I contacted customer services immediately, nothing, no response until AFTER I'd taken delivery.. their response advising not to accept delivery 😣... Ever since with the parcel in my hallway unopened, I've been chasing for them to collect & refund resulting in occasional responses but absolutely nothing done!. Finally one C/S rep agreed to arrange collection but would I just "confirm my address" despite them having all my details along with the order number 🤔 & so I responded with my address immediately...nothing!! That was on 8th May. I chase every day... Only to receive either no response (other than an automated confirmation email) or drivel asking all the same questions & for an explanation over & over... replying with exactly the same text just signed by supposedly different people?? Today I'm back to "we're sorry, because of warehouse backlogs we're unable to cancel orders please decline the delivery" response today. Absolutely infuriating!! I thought Robert Dyas a decent company! I wish I'd seen these reviews earlier, I'd never have made the initial order!”
“Bbq ordered and paid for £399 on 20th April. It arrived extremely damaged and I am still awaiting it to be uplifted and receive a refund. You can not communicate with the company over the phone. I have found them to be very unhelpful and their after sales dyer not Dyas!”
“Ordered 2 Rattan loungers on April 17th, at the time of ordering the delivery date was May 7th. Tried to track the delivery and May 7th still showing and the word processing. May 6th tried to contact no communication at all May 7th came no delivery! Contacted Robert Dyas chat line they said no delivery time could be given it was there supplier who let them down Maze Rattan. At that time I cancelled the order. After numerous chats and 72 hour delays and now a further 72 hours today they are insisting its the supplier who has to deal with this. My contract is with Robert Dyas as per trading standards helpline. I am a pensioner with a limited income £499.99 is a considerable amount of money more than half my pension. Please Please someone help”
“I ordered a microwave which turned out to be faulty. It was replaced by yet another faulty microwave. I then requested a refund that took weeks of emails and live chats. They never respond to phone calls. I've looked back at previous reviews and have seen some saying that this company should be given a break due to the current situation but if you look back they had awful customer service before covid. Steer clear.”
“I wish I had seen these reviews before!!
Ordered over £1600 of garden furniture for a delivery in 2 weeks, money was taken on the day. Delivery day came and went and no goods.
So I contacted Customer services via online chat and asked for a revised delivery date.
1st chat was told wait 72 hours, 2nd chat, wait another 72 hours, 3rd chat escalated to management, asked to wait another 24 hours, 4th chat Manager is busy we will email by end of the day, (no email) 5th chat, its been dispatched but we don't know where it is! I said ok cancel it then please "sorry can't do that, if you don't want it reject the delivery when it arrives" Worst online buying experiencing I have ever had. Never to be repeated with Robert Dyas”
“Agree with a lot of the others. Customer service is terrible. I understand that covid 19 is causing everyone problems but this company is very very bad. 5 weeks trying to get my refund on returned ( unopened). All I get is ask to wait for the suppliers response. Wait 3 days, give it another 3 days, wait 14 working days, wait for complaint department to contact me ( been 5 days) and on it goes. Truly deserve the bad reviews. All I can think is that the good reviews on here are very lucky. I will never buy from them again.”
“I brought a Russel Hobbs glass kettle which was cracked at the bottom at highest boiling point within a week. Luckily we managed to escape from injuries. Having reported to RH, they asked me to report to seller. Seller sent me the fault form and after that nothing happened. Avoid such useless company who does not take onus of what they sell nor respect customers rights.”
“Do not purchase from them! They take your money, have poor communication, aren’t interested in fixing what they’ve done wrong or take accountability! read the reviews and do not purchase!”
“If i could give 0 stars then i would. Placed an order with this truly awful company on 11th April for a 22nd April delivery. I have been in contact twice with their poor online chat and was told goods had been shipped. They were unable to tell me who the courier is and i had to wait 3 days after they contact their supplier for a reply on when we will get the goods?? Flabbergasted, concerned and disappointed”
“Don't get impressed with the one star.
I just ticked it because it was the only way to leave feedback.
The company is an absolute scam.
I paid for a BBQ of which they only sent me the top half of it 10 days ago.
The other half is nowhere to be found.
All they do is talking "porkies" and mostly for even answering the contacts.
Useless, arrogant, and rude people and with no customer sense whatsoever.
They get your money and later your patience.
All I got for £279.99 was what is on the photo”
“Ordered a freezer on 17th March as mine had broken. One day later received an email saying they shouldn't have taken payment as they have none in stock and so I will receive a refund. 13 days later I contact them to ask why have I still not received my refund and they state the 'refund errored on the system' so it has been requested again and I have to wait up to 5 working days for the refund again. Awful... seems like they have a few bad reviews and it doesn't bother them.”
“With both my wife and I being in the vulnerable category with this virus and both having different dietary needs we decide to buy a freezer from Robert Dyas. Ordered it on Monday for a delivery on Thursday. Got in touch using the online chat Thursday morning who said there would be no problems with the delivery. Waited in all day and then got in touch with the on line chat again as it was getting late. Was told this time the warehouse was out of stock!!
If they new they didn't have enough stock, why did they take our money 4 days prior to this. Why does your web site except orders when there is no stock available?
We now have a big problem as nobody has any freezers left.
I will not shop at Robert Dyas again!”
“With all this virus stuff going on and the risk of isolation we decided to get a new freezer. Everywhere had sold out but we came across Robert Dyas that had plenty in stock and delivered in a couple of days so we bought it. Basically there was never any freezers Robert Dyas are just taking everyone’s money promising a quick delivery then when the delivery date comes around there is absolutely no contact to let you know it’s not coming. I phoned them in the end only to be told instead of a 2 day delivery it’d be a month. Definitely avoid.”
“What an awful experience. I paid a lot of money for a garden trolley through Robert Dyas. Nowhere on the website did it say that it's self assembly. It turns up in a huge box with a breathtaking number of parts. They need specialist equipment to fit them properly, and at least two people. I'm disabled. I struggled but failed. The parts self-lock onto it, so now I can't undo them. Robert Dyas passed me to the original manufacturer who told me they would only take it back if I could disassemble it and put it back in the box. I can't. Robert Dyas told me the same thing. No refund for me, as a disabled person.
They don't bother with Twitter complaints either.
Absolutely awful. Avoid.”
“A quick advice: don't buy anything from Robert Dyas or use their delivery service!If you have any problem , their customer service is awful!!
I am trying for a week to solve the fact that the driver hasn't deliver the parcel but said he did. The driver from ParcelForce sent an sms saying that he had deliver parcel to a neighbour (stating the name and flat number) but I never gave permission to do this. When I arrive at home and checked with the neighbour, he didn't have anything as was he was at work all day as well and his name was completely different from the one on the sms, and the building has a concierge so all drivers leave the parcels there when we are not at home.
Now I don't have my Item, I am sending emails every day to resolve this for a week, Robert Dyas customer service team is awful, they said they received my missing item form, but today they said they haven't, I re-sent it again and nothing is resolved. I needed the item for this Saturday and just want the refund but apparently this is going to be difficult to do.
I will never buy from them again.”
“Returns process is awful
THEY REQUIRE YOU TO USE YODEL COLLECT
THIS MEANS YOU HAVE A 1 DAY WINDOW DURING WHICH YOU NEED TO STAY IN ALL DAY WAITING FOR THE YODEL GUY TO TURN UP.
THE YODEL GUY THEN FAILS TO TURN UP
THEN YOU HAVE TO DO IT ALL OVER AGAIN
I DON'T KNOW HOW MANY DAYS I'M GOING TO HAVE TO WASTE RETURNING A FAULTY ITEM!!!!!
IT'S ABSURD
THIS BUSINESS DESERVES TO GO BUST”
