“I recently purchased a fridge freezer from Robert Dyas which was deliver two weeks ago. The fridge freezer came from one of there trusted suppliers “product care”. I didn’t realise that when you buy a product with Robert Dyas they are just a front for other company’s. They take a commission from other company’s to sell under there umbrella of a well known trust company name. What this means is that if you have an issue they pass you on to the other company to deal with. Even though I brought on the Robert Dyas website. Robert Dyas just tell you that any issue can’t be dealt with by them. They fill out an online form and forward all responsibility onto their so called trusted supplier. So I’m my case between Robert Dyas and Product Care they pass the issue back and forth blaming each other with neither company resolving my problem.
So my issue.. I purchased a fridge freezer and the fridge part freezes all the food. I emailed Robert Dyas informing them of this. They wrote back asking me to prove this. I had thrown away the ruined food so was told I had to go and buy some milk put it back in the fridge and take photos before they could do anything. I did this, sent pics and they then sent them onto Product Care. All this took another few days that I went without a fridge. Robert Dyas said on Friday that I would get a call or email from Product Care to arrange for the product to be replaced. On the following Tuesday I got an email asking for a photo of the fridge location to prove that the fridge freezing all the food wasn’t my fault. Then they wanted to go through diagnostics too. I called back Robert Dyas to say that Product Care are not accepting the product is faulty and are asking for me to do a crazy amount of things. Robert Dyas customer services although we’re very nice unlike Product care, could do nothing, saying that it now has nothing to do with them, even though I brought it on their website. They did call through to product care to say what they were asking of me was insane but got no where. I’m sure that if I get a fault product I’m legally entitled for it to be simply picked up and refunded. I’ve asked for a replacement and then after getting no where asked for them to simply pick it up and refund me and I’d go out and buy another one from someone else. I got nowhere with either. I’ve now been asked to turn the fridge off for 24 hrs. I’m currently only using the freezer part of the fridge so they want me to turn it off. Ruin all the food I have in there…again. Then turn it back on for 4 hrs. Go and buy more food and put it in the fridge to check if it still got the same issue. I said I would but I asked if they would cover for the loss of all the food and I also asked if this would finally be all they need to come and collect the fridge freezer and refund me. They wouldn’t confirm this and ended the call. I was very polite and didn’t need to be treated like I was the one causing any issues. I’m a single mum with two kids. It’s one week before Christmas. I do not have the money to keep wasting food. I’m struggling to get by but neither Robert Dyas or Product Care, care about this. I have been forced today to get a loan and go and buy another fridge freezer as I can’t manage without one. I can’t seem to get Robert Dyas to help in anyway with resolving this. They say that they can’t do anything. Their so called trusted supply wouldn’t just accept the product is faulty and want me to do loads of things. All of which take loads of time. Which I’m doing after work in the evenings but this means two weeks I still have a faulty fridge and no confirmation that the product will be collected and that I’ll get a refund. I have now placed an order for a new fridge as I can’t deal with the stress of going between both companies. I spent 3 hours alone yesterday calling between each company. It’s made me feel ill. I would never ever ever recommend buying from either company. Pay more as in the long run the money and time lost to still get nowhere is not worth ever buying from Robert Dyas and especially not from their trusted supplier “product care”.”
“staff lie , refuse a refund , with no evidence , am going to fraud department of my bank and have contacted 101 to report fraud. this company scams money from people!”
“We bought a stove fan which was faulty. It worked for one minute and then stopped.
We asked to return it and was told we had to send a video of it on top of our lit stove. This was sent. Apparently this video could not be opened. We then were asked to send photos.
We explained we wanted a refund for our faulty stove fan. Robert Dyas referred us to UK Stoves . No refund from Robert Dyas. Appalling service. We were trying to support British industry instead of buying through Amazon. What a mistake!”
“I ordered a grooming table and in between being in the mental health crisis centre for self harm attempts my husband said it would be to heavy with a hip replacement need and athritis and prolapsed disc. Two days after we tried virtual chat it said unable, five attempts in total. When they replied they said they would arrange pick up, two days later they said I was of return time and ended with I hope you have a lovely day,no not really disabled struggling with debts and now £134 loss.”
“Ordered a new cooker hood for when my kitchen was getting fitted kitchen fitters came to fit it and the chimney was missing and i was told they cant do anything at all which is ridiculous. so now I'm left with a cooker hood without a chimney ! very poor customer service and very rude customer service team. AVOID THIS COMPANY !!”
“Bought a gazebo in June 2020. After a year the canopy started to tear, now after 2 years it acts tears like paper. Robert dyas we’re no help after emailing them they said about the expired warranty. Will not be using Robert Dyas again.”
“Just bought two 600wt nitro bullet blenders from this store one doesn’t work ?! I’ve never had problems with this product from other stores. It will need returning but judging by the returns process it seems like more trouble than it’s worth”
“I do not know what kind of outfit this is but they are not reputable traders and I feel I may have been scammed. I purchased 256 coffee pods for £69.99 which is roughly the market price. I think it highly unlikely I will ever see my £69.99 again. They were on the website as one single item; they did not sell them in other quantities. Six days later I received 16 pods worth about £4.40 in damaged packaging. Trying to get this resolved with customer services is hopeless. First online chat person never got back to me. Second attempt no one even responded. Emailed describing issue and got reply asking me to describe issue!!! No point in phoning as service deliberately avoids providing service as you cannot speak to a human. To date, they have had £69.99 for 10 days and all I have to show for it is £4.40 worth of pods which look like they have been trodden on. Excuse is "supplier" does not sell 256 pods. "Supplier" will collect and refund will be issued 3-5 days later. Now told "supplier" wants me to return it to click and collect store. It's only 400 miles away! I did not purchase anything from a "supplier". I purchased it from Robert Dyas. I did not pay a "supplier". I paid Robert Dyas. I have been told the "supplier" does not sell this item; it would appear I have bought an item which does not exist from someone with whom I was not trading! Is that a scam or not? It's worth less than £4.40 and it is their fault; why bother asking for it to be returned? After all, they have had my payment for 10 days already and I have nothing but a great deal of grief and worry. If you trade with Robert Dyas just wave goodbye to your hard-earned cash. They have no concept of customer service; Robert Dyas has regarded me like something contemptable in which it has trodden. I have no recourse other than to pass this to Trading Standards.”
“EVERYTHING WENT WRONG.
WAITING MY REFUND STILL DIDNT RECEIVE MY PRODUCT.
SUPPOSED TO GET BY 12/08/22.
CUSTOMER SERVICE RUDE AND USELESS.
BOTH FROM ROBERT DYAS AND DHL.
NEVER AGAIN.
GIVE MY MONEY BACK URGENTLY.”
“I purchased a shed from Robert dyas ( or so I thought ) what a load of rubbish how it can be called a shed wafer thin can see daylight through the slats wood splits when nailing flimsy wobbly panels . If the wind blows I don’t think it will be standing the gentleman who is putting it up can’t believe the thinness and the poorest quality he has ever seen .after much debate of wasting time and energy Continuing the build we are going to take it down I paid £1200 for this pile of rubbish which is not fit for purpose I have attached photo evidence”
“I’ve purchased two Charles Bentley parasols from you in the past but my recent purchase was of extremely poor quality. Furthermore, the shipping costs were exorbitant and late and my complaints were ignored. I won’t be buying from you again.”
“Well they take your money quick enough but the goods never appear - customer service telephone line all on holiday it would appear, for what has been weeks!
Been on hold for 1 hour on three separate occasions and still haven't spoken to anyone!
Would give zero stars if I could..... not happy!!”
“Bought a kettle and toaster Charles Bentley set the kettle is faulty can’t get to speak to anyone ever, automated call doesn’t even have complaints section, auto chat justs cuts you off no option to report faults or complaints anywhere with either company I will never buy from either one again”
“Do not use this awful company. I placed an order for 16 packets of Lavazza coffee and received one packet of a different coffee. It took me over an hour waiting on the phone, and via the virtual assistant, to talk to anyone about this. I was then told I had to waste even more time taking and uploading a photograph of the incorrect item that had been delivered, and arrange to be in for a courier to come and collect the incorrect item. Not until all that had been done, would I receive my original order. I have wasted nearly £80, and still not got what I ordered, and I can not now cancel my order as it is marked as delivered. Customer service??? What customer service?”
“Be careful ordering from this site. If you are supplied with a faulty item you can forget a refund and even though you are promised resolutions by the Customer Service Team this never happens and you are left out of pocket. I have had to escalate this to an outside complaints to try and get my money back.”
“I went into rubber dies in George Strait 1145 today and this woman she was huffing and puffing when I ask her I want to send some money abroad. What happened to good customer service!! Sounds like she can’t be bothered to do her job”
“I ordered a shed in January which was delivered in February, the doors were too small but an easy fix so did not complain, however, at the beginning of may it started to fall apart and at this point in time there are several loose split slats on the back panel, frayed wood on the framework and one of the doors has split and shards of wood have fallen off. Suffice to say it is no longer watertight.
I have been back and forth with RD since May and apart from the first few emails I have had different names on their returning emails and lots of quoted legislation that fits their narrative of what their responsibilities are. I even emailed them a letter given to me by trading standards and again received their own version of legislation, the result is I have had to accept replacement back panel and right hand door as they have refused to refund me the cost or replace the whole shed even though they stated that the shed was not viable for repair!
Stay away from this company!”
“Horrible customer service all round. I made a typo on the online order so my email address was wrong. In trying to get them to let me know the order number and delivery date I had to send several emails and phone them. They can save this issue by doings what others do and get you to insert your email twice!
Then the info given to me for tracking was not recognised by Tufnells. So no tracking possible.
Then the delivery of a BBQ was done by a lady plus a 5yr old with no equipment. She naturally could not move the box because of the weight. Somehow she dragged the box off the van, moved it onto the shared driveway by upending it. When she knocked on the door my wife tried to help but all they could do was move it out of the way of vehicles.
When assembling the next morning surprise surprise it was damaged. Now 24hrs later still no response from Robert Dyas.
Over the last three years I have bought dozens of things online fir work and home and thus is the worst service of all!”
