“We visited the Petersfield store today and made a purchase of over 22 pounds but the young lady on the till was busy looking at her personal phone during the whole payment process and couldnt have been more morose if she'd tried”
“Worst customer service ever. Very, very slow service especially when you have purchased a product which became faulty within a very short period. Return paperwork was disorganised and they never even sent me my replacement until after i had chased them up. They never answered my emails, all you received was an automated response. BUYERS BEWARE.”
“Terrible customer service for online shopping!!!!
I bought a cordless drill on line, it arrived with broken and missing parts.
Robert Dyas were clearly aware that it had parts missing as the item description front of the box had been altered.
I contacted customer service to ask that it be replaced, the drill I had ordered was now out of stock so I requested that they exchange the drill I had received with an alternative (it was slightly more expensive).
I was told that it was against their policy to exchange for something different.
Several phone calls and emails later they finally agreed to send me a £10 voucher (as a gesture of goodwill!!!) to put towards the replacement drill.
Needless to say, the £10 voucher never arrived and the drill hasn’t been replaced!!!”
“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.”
“Always helpful, never too busy to answer queries. Will always take you to where you need to be if you can’t locate item,a pleasure to shop at the Sevenoaks branch.”
“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.”
“Been in many times either to browse or buy. Excellent range of goods at knock down prices. Puzzled about claims of rudeness from staff as they have always been great with me. Love the shop.”
“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!”
“I bought a Hyundai motor mower through Robert Dias 2 weeks ago. The price was competitive and it was delivered in perfect condition within the time scale advised. I would therefore recommend this company.”
“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”
“Ordered a clothes Airer. Not delivered. Replacement sent as Tuffnells had damaged the first apparently. Replacement not delivered yet Tuffnells told Tobert Dyas it had been. Refund accepted. Robert Dyas Customer service was actually GREAT. The let down is their delivery partner TUFFNELLS.”
“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.”
“Visiting our local shop in Brighton western road quite often, the reason im writing a review now is a team member - Maria. She usually greeting people at the door but helped me a few times and went beyond when i needed some help! Great customer service!”
“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.”
