“Ordered a water feature when it arrived it was a gutter vacuum was told I had to wait a week for it to be collected then they would send my water feature out for delivery how does this work out when they sent out the wrong item”
“The 4-slice wide slot toaster we had purchased back in February became faulty after only 6 months so I returned it to the Ealing store for a refund. All well and good up to that point.
However, when hoping to exchange it straight away while I was there, there was nothing available of the same kind, actually the choice from the products available on the store shelves was rather poor. The two members of staff I spoke to (both women, one with wavy black hair just below shoulder length and tied at the back) said to me I could do click and collect or try Marks & Spencer or TK Maxx nearby. They both failed to mention Argos which is only a few steps away in the same shopping centre.
I decided to opt for click and collect, only to find out that the option was no longer available, despite purchasing the same item that way only 6 months ago. Loads of other items on their website turned out to have no click and collect option, only standard delivery. So it became obvious the staff at Ealing had given me the wrong information. As it was two shop assistants I had spoken to, it's clear that the in-store staff are either not trained properly or had not bothered to find out about the changes to shopping with the company they work for.
At that point I phoned up customer service. The first person I spoke to, Lisa, told me that the items that are directly outsourced from their suppliers are no longer available as click & collect. They have dozens of different suppliers, so no wonder many of their items are no longer available to purchase that way. I questioned what is the point then of walking into any of their stores if there is such a limited choice in the first place and you can't even pick up most items on their website from their stores anymore. She had no real answer to that, however she took my details and promised I would get an acknowledgement.
Nothing came so I rang up again the day after and guess what, nothing was in their system. I then escalated it and was passed to a manager, a bloke named Langa. Anyway that was very little help too, I was only given a lot of corporate gibberish that sounded like it was being read straight out of a script about their two different departments, Customer Services and Customer Relations, and who you are passed on to depends on whether you purchased something or you had a different type of enquiry. Nothing of that from the website, the whole thing only makes their structure look very opaque. Try emailing customer services if you haven't actually bought anything from them, that dodgy form won't even let you do it as there are no suitable options unless you've bought anything.
When I made to Langa the same point I had already made to Lisa he only told me that how they make their items available for purchase depends on their recent customer order trends. So if most items on their website are only available as home delivery what use are their poorly stocked stores, they could as well shut the useless lot and go entirely online. If they want to stay competitive as a business perhaps they should know that the very basic principle of it is making customers happy, which they are clearly not doing at present. And no matter how big and well established they are, just remember that other big brand names like Wilkinson, Debenhams and Harvey Nichols have gone into administration so if they are next they will have only deserved it.”
“I ordered something from this company 7days ago and was told it would be delivered to day tried all day to get though to them eventually they replied said I would get it tonight and I didn’t please don’t order anything of them as it will not be delivered terrible company please don’t them them rip you off”
“Order cancelled after price increase – very poor customer experience.
I placed an order on 25 May for a Pro Breeze 12,000 BTU 4-in-1 Portable Air Conditioner (Product Code 874174) costing £449.99, with an estimated delivery date of 1 June.
Over the following days I received updates confirming that the supplier had received and was preparing my order. I was also provided with a FedEx tracking number, which led me to believe the order was progressing normally.
After waiting beyond the promised delivery date, I was informed that the item had supposedly been “lost in transit by the courier.” I was then told that the supplier was “completely out of stock” and that my order would be cancelled and refunded.
The most concerning part is that on the same day my order was cancelled, the exact same product (same product code) was still being advertised on the Robert Dyas website with availability and a delivery estimate, but at a significantly higher price—approximately £180 more than I had paid.
When a retailer tells a customer that an item is out of stock while simultaneously continuing to sell the same product online, it raises serious questions about transparency and fairness.
I spent weeks waiting for a product that never arrived, received conflicting explanations about what had happened, and was ultimately left empty-handed despite the product apparently still being available for sale.
Based on my experience, customer communication was poor, the explanations provided were inconsistent, and I was left with the impression that honouring existing customer orders was less important than selling the same item at a higher price.
I would not order from Robert Dyas again”
“Sadly, we are very disappointed at the service we are receiving regarding our recent order.
We are genuinely confused as to why they advertised the item as being in stock, took the full payment, failed to inform us they wouldn't be able to fulfil the order or even had the courtesy to advise us nothing would be arriving on the original delivery date they sent us.
It was only in response to a email query (tried ringing but was 20 + in queue) I was informed they were actually out of stock!
It also hasn’t been confirmed if they have received the replenishment stock on the 4th June and, if so, if our order is now even being processed.
We are still waiting for confirmation and are non the wiser. Our item cost over £850.00 so isn’t something we are prepared to ‘write off’ as a bad decision.”
“Ordered brabantia rotary drier. When it arrived it was the wrong one. It came from Argos. Phoned them up to be told they would arrange for it to be picked up and only then we would receive a refund. Couldn't do an exchange and had to be reordered by us even though it was their fault. Customer service a abysmal. Still waiting pick up and refund. Won't be using this company again”
“Monstershop 3-Way Absorption Fridge
Product code: 636494
Quantity:1
Arrived 27-2-26
THE FRIDGE DID NOT GET COLD (NOTHING) ASKED FOR REPLACEMENT OR MONEY BACK??????
Had around EIGHT e-mails from different staff saying they are looking into it with the supplier.
SIX WEEK LATER STILL I'M SILL WAITING
Order no. 1223182474”
“I placed an order for next day delivery on Thursday 19th March & received a confirmation order email to say my item would arrive on Friday 20th. Later that evening I received another email to say my item had been shipped & I would receive it Monday 24th 🤨 I waited that evening for an email from Evri confirming they had my item but nothing came. I rang Robert Dyas customer service the next morning to be told a load of rubbish that the item could still arrive event though I had not received an email from Evri. I waited all day hoping the item would still arrive as it was needed for my friends birthday on Saturday but nothing. Saturday morning I finally received an email from Evri to say they had my parcel & it would be delivered Monday 24th 😡 I could see from the tracking that the item was sent STANDARD DELIVERY & not next day as requested. I rang Robert Dyas customer service again on Saturday morning to tell them why the item wasn't delivered on Friday, because someone in the dispatch department had sent it standard delivery & not next day & all I got was an apology & refund of £6.95 for delivery. I have now got to tell my friend her gift is on its way & she won't get it until we meet up again next weekend. Thanks Robert Dyas for an outrageous experience, I will not be buying from you again”
“Ordered items informed of delivery date - delivery date comes and goes - nothing. Then get 1 item out of 3 ( cheapest item of £30 arrived but my £300 item and £98 item? Nowhere to be seen and had the cheek to try and tell me I'd received the most ££££ item and that I was only due the cheap one left!
Don't give you any answers - most they can offer is "10%" off next order.. Like I want to pay for more items when you've failed to deliver the first!!!! Tracking info is about as much use as a chocolate tea pot. AVOID.”
“Will never buy online from this company again,their returns procedure is non existent and communication via customer service in India and South Africa 🤣
They do not give you opportunity to download a returns label,shocking shocking experience.I ended up paying my own returns postage.I await my refund excuse 😏
Good bye and good riddance Robert Dyas”
“I ordered something urgently online at Robert dyas and today at 7pm I received an email from ‘MH Star Doncaster’ confirming ‘your parcel is with DHL and due for delivery today’. I was obviously concerned by this, as it was already 7pm when this email was received and it is unlikely DHL are delivering at such late times.
I then checked the tracking directly with DHL and it shows there was an ‘intervention’ (no idea what this means). I then get notified by DHL that my parcel was not given to them by the sender.
If you are confused by my review; then you can understand how confused I am with this information. I have looked at reviews from MH Star and to my surprise they are absolutely awful and people rarely receive their items. Most calling this third party provider a scam.
At no point when ordering this item directly with Robert dyas was it stated they have a third party company dealing with my order. If this was confirmed, I would have checked reviews and most definitely not ordered.
I will never purchase with Robert dyas again and would advise anyone who is ordering online to avoid/check MH star reviews themselves.
I have no idea where my parcel is, who I am meant to contact and highly suspect I will not receive my item. I would like Robert dyas to address my concerns and provide me with an accurate tracking of my order.”
“Unfortunately, my experience with Robert dyas has been extremely disappointing.
I ordered a dehumidifier that was shipped to the wrong address, which was not my fault. The courier confirmed the mistake, provided a resolution, and confirmed that RD would be reimbursed. Despite this, the issue took an unreasonably long time to resolve, even after I sent multiple emails and completed all requested forms promptly.
Communication was slow and unclear throughout, and I was left chasing updates while dealing with the stress and inconvenience this caused. I had taken time off work and prepared my home specifically for the dehumidifier, only for that time to be wasted.
Although a refund was eventually issued (without me requesting one), what I really needed was a replacement dehumidifier urgently, ideally via next-day delivery. This was explained multiple times, yet not taken into account.
While the matter is now closed financially, the overall handling, lack of urgency, and poor communication made this a very frustrating experience. I still urgently needed the product and now have to go through the entire ordering process again. A faster replacement option would have been far more appropriate given the circumstances.
I hope Robert dyas improves how misdeliveries and urgent cases are handled in the future and that there’s better communication between the retailers and their suppliers so customers don’t suffer.”
“3 items ordered, 2 delivered, Robert Dyas keep blaming their supplier for not actioning the issue.
My purchase is with Robert Dyas, their 3rd party supplier issues are not my problem, that’s a Robert Dyas problem to resolve and I am not being given any resolution other than we are speaking to our supplier.
The outstanding item is a £77 perfume gift set ordered 2 weeks ago, it is now 2 weeks until Christmas and no update or delivery tracking number has been provided.
I have requested a refund as a resolution based on the lack of delivery tracking number provision and my next step will be to contact the PayPal resolution team. Fortunately I made my purchase with PayPal.
I would strongly advise to purchase your items elsewhere, even if it cost a few £ more, dealing with Robert Dyas and Their customer services team is horrendous.
If/when a suitable resolution is found by Robert Dyas I will update, or update further with the action taken through PayPal.
Terrible customer service”
“Robert Dyas have taken my money for an item which hasn't been delivered by Evri.
Robert Dyas customer service are useless
Avoid using Robert Dyas and Evri”
“Don't buy anything from #robertdyas Rubbish service. Ordered a TV stand and they have delayed twice delivery, over a month now with no clue of when will it be delivered. Such a bad service!”
“I ordered a Black and Decker heated Airer from Robert Dyas online.
It eventually arrived and I carefully took it out of the box and started to put it together when I realised that it was totally unsuitable for my needs.
I have a lot of long clothes and it was more suited to smaller items.
I straight away realised and carefully put it back in its packaging and box.
I contacted customer services within 12 hours of receiving it, to explain the situation. I spoke to customer services, and they flatly refused to give me a refund because I had opened the box. I explained that how am I supposed to look at it if I am buying on line and how I straight away put it carefully back in its box, however, they were adamant that they will give no refund.
I could spit, because if I had bought through Lakeland or John Lewis then this wouldn't be a problem.”
“Absolutely disgusting. We ordered our garden furniture set specifically because it was supposed to be delivered by the 26th. When it came to the 26th it was saying it hadn’t been dispatched from Germany yet soo I called cs and they said that it could still turn up and they couldn’t do anything until the 27th apart from email the supplier who I had already called and got an update on prior. Soo on the 27th I called again and received just as little information and the day before. Obviously irritated at this point. When you purchase something and are told it will be delivered on a specific day you expect it on that day. Well they could only offer 10% off on my next order up to £500. Given this experience that is no where near sufficient in all due respect. We spent almost £600 on this set and I am truely disappointed with the service we had received in handling the whole situation. The best the could do was not enough with no effort to rectify this”
“We ordered a wooden pergola when it turned up only have of it was there it took 3 phone calls before the rest of it turned up and now we can't finish it cause parts of it don't fit so back on the phone to them now they want me to send email this has been going on for a month very bad company”
“Ordered garden recliner chairs online for elderly parents, chairs bent, recliner action not working, cushions missing buttons etc. Having to help parents tape back up giant box and then attempt to get through the terrible returns process with a call centre in India has been a god awful experience as they didn’t turn up first time on date given and second time came to the billing address not the collection address! We could not have stressed more what the collection address was! Never ever again. Abysmally bad.”
