“Your customer service could be hugely improved by some proactiveness in the area of refunds /returns at least.
Once a customer has provided you with the requested information, is your customer supposed to have received an acknowledgment that all is in hand and a time frame in which you hope to progress? I wasn’t sure that my email had been received, and when I rang up two days later, it still hadn’t progressed
When you contacted the third party to arrange a collection of a faulty item, you later advised that they hadn’t actually received your comms so if I had not called you 2 days later, you would have not actioned and I’d be sitting even longer with a faulty item and pending my refund.
Your customer services team were not working on the bank holiday - this is misaligned with your third parties where they are able to deliver items and answer their customers but are unable to progress as returns /refunds are not dealt via them. This means additional calls to be made from the customer who first needs to check with the manufacturer if a replacement part is available and waste further time on a different day to call yourselves and wait in a phone queue to repeat everything ..
Reassurance about a full refund would have been appreciated after Robert Dyas received the details on the faulty item /collection request. And a partial refund pre collection would be appreciated especially when Robert Dyas are making the customer wait more than 2 weeks for the collection and longer for the refund which is only processed after the collection which makes it at least 3 weeks - that’s a long time to wait for a lump sum that a customer needs/wants to spend elsewhere ..”
“Ordered above item 23 April , paid extra to be delivered 5 May. A text message on the 4 may saying item was on its way .
Item did not arrive , my partner waited in all day 5 may . No phone call to give a more specific time slot, no phone call to say item would not be delivered.
Phoned robert dyas customer services at 6.30 pm 5 may , only to be told it was a new contracted delivery service and it had failed .
So we have had to cancel the coronation bbq we had planned organised for Sunday 7 May.
As we both work week days we cannot afford to take time off for items not to be delivered on booked days .
This was our first online order with your company and last , what has happened to customers service . We were going to buy some rattan garden furniture through your company, but not now .”
“After hearing the sound of tiny feet in my attic during the hours of darkness, I purchased a 'Fresh n Tasty' Ready Baited Mouse Trap from the Swindon store yesterday.
Checked the attic this morning and there was the mouse - DEAD ;0(
Have put the trap back just in case.
Brilliant product and great friendly staff in the shop.”
“I am absolutely disgusted with how customer support handled my problem. Nothing has been resolved after two weeks.
First, the courier broke my letter box, and then, when I checked my purchased item, the top panel to my office desk arrived cracked. Now I realise that it wasn't the manufacturer that shipped me a broken item, but rather the inept courier who didn't give a damn. when, nevertheless, I contacted RD customer service, and they informed me that I will have the top panel within 5 business days. When I called them again, they repeated the same thing. I contacted again and asked for an update as well as a confirmation email. I never received an email from RD and am now requesting a refund, which they would not provide.”
“Do NOT use this company. I ordered floor tiles on the 14th April to be delivered on the 19th April. No delivery came. It was totally impossible to speak to anyone I had to deal with a robot! Got fobbed off told they would come Thursday 4th May. Then on the 30th April they refunded my money without any contact whatsoever. I had booked the fitter, my new kitchen was to be fitted the following week. Now left with no flooring. It’s cost me a lot of money to pay workmen who have nothing to fit. Please please don’t use them.”
“If I could give no stars I would.
Bought a wardrobe from this company, and after 4 days attempting to assemble it, including seeking help from two other people, we were unable to get a 'tight' enough assembly that would allow the wardrobe to be used.
Some of the pre-drilled holes were not tight enough for the fittings that needed to be screwed into them, and some of the locking cams were of such poor quality they were not strong enough for the task and would not 'lock-down the panels concerned.
I ended up trying to resolve the problem of loose pre-drilled holes with glue and tissue paper before eventually giving up and buying another wardrobe locally.
This company have now refused to take back the item (which I had subsequently disassembled) or provide a refund.
They have offered replacement parts which is their attempt to filibuster and avoid dealing with the actual problem. It is clearly too late for replacement parts!
You buy from these 'wide-boys' at your peril.
I would NEVER deal with them again.
Date of experience: 15 January 2023”
“Purchased outside light , or at least thought it I had, account charged confirmation e mail received , nothing arrived . When I see tracked item it said cancelled, so I called customer service who claimed my payment was declined and to contact bank who b insisted it was, so I am stuck with no goods and a charge to my account.”
“Bought air fryer. As usual staff extremely helpful, and ringed receipt showing I could win a prize for doing short simple survey. On trying to do so,
web site address just gave us a jungle of addresses. Hoping this is the right one to explain the situation and enter the prize draw.”
“I have ordered a Summer house via the on line site.
This was easy to complete and to select a delivery date.
Once selected I have been kept informed of the delivery process, receiving text messages the day before with an estimated delivery time.
I was able to see via the web site where we were in the delivery timetable. I received a call from the delivery driver Garry around 30 minutes before his arrival.
Garry was first class and deliverd the Summer house where I asked.
I have yet to build the Summer house but it looks all in order.
Great customer service from the placing of the order through to Garry delivering it.
Many thanks
Stephen”
“The St Albans branch is one of our best shops.Great products at a reasonable price.
The shop is well laid out,always clean and your staff friendly and helpful”
“I ordered a garden shed from Robert dyas via a 3rd party, the shed came in pieces, literally had to build the whole thing your self. I had been quoted for timer to build a shed and it was half the price, they barged double and only difference was they provided a tiny roll of felt. Quality was so poor, thin and flimsy wouldn’t have lasted a year. Refused the item and sent it back as it didn’t mention anything on the listing about being delivered in about 50 separate pieces or such poor quality. This shouldn’t be on Robert dyas website should be on a Poundland website terrible quality. Since then I have had no correspondence from Robert dyas in regards to my refund despite me calling them and emailing them. I don’t recommend people buying from them, go into a store and pay cash and get your item there and then. Terrible product quality fro 3rd party, but also no thought or consideration for the customer for Robert dyas, no mention of any form of compensation and struggling to get my refund still.”
“Price was excellent but customer service no good. Charlene denied my email address used. You can’t talk to anyone, all recordings. I expected my delivery a week ago. All I can get us “your order is being processed and received my warehouse. You will receive it soon. Won’t buy from them again. You can’t even email them.”
“Attempting to return a faulty product, six weeks later no progress and only robotic responses received from customer service that make no reference to the complaint (I am staring to suspect that customer service are bots not actual people). Appalling service, avoid this company at all costs.”
“We regularly visit Robert Dyas in Windsor. The staff there welcome you every time we visit. They are so friendly and helpful, always great for recommendations and there are always things myself and my husband need. Now I know you can get most things online these days BUT we just prefer to go there and browse, looking at special offers and we always buy from there. It’s just a lovely shopping experience. Thank You.”
“If I could give no stars I would.
Bought a wardrobe from this company, and after 4 days attempting to assemble it, including seeking help from two other people, we were unable to get a 'tight' enough assembly that would allow the wardrobe to be used.
Some of the pre-drilled holes were not tight enough for the fittings that needed to be screwed into them, and some of the locking cams were of such poor quality they were not strong enough for the task and would not 'lock-down the panels concerned.
I ended up trying to resolve the problem of loose pre-drilled holes with glue and tissue paper before eventually giving up and buying another wardrobe locally.
This company have now refused to take back the item (which I had subsequently disassembled) and have refused to provide a refund.
They have offered replacement parts which is their attempt to filibuster and avoid dealing with the actual problem. It is clearly too late for replacement parts!
You buy from these 'wide-boys' at your peril.
I would NEVER deal with them again.”
