I ordered a bin 3 weeks ago and still have received it!! I have contacted customer service a few times and have only received one response - they advised they would contact parcel force and sweep the hub - this was a week ago and I’ve heard nothing - looking at these reviews I am regretting not researching the company first
Review by Flyinphil2 weeks ago
I wish I had looked at Trustpilot before I tried to order from this company. I ordered a telephone set on a Sunday afternoon and, after I placed my card details, there was a message to say that the website was down and to try again later. I checked my emails but there was no confirmation of the order so I decided to forget it. I then noticed however that there was a pending transaction with Robert Dyas on my bank statement. I mailed them to confirm that I wanted to cancel any order that may or may not have gone through. i then received a txt message to say my delivery would be made the following day. Sure enough, the 'phone set arrived the next morning. There was however no paperwork at all and so I decided to live chat in order to send it back.
Dionne on live chat arranged for a pick-up the following day and the courier left me a receipt. This was on 26th September. I have just done another live chat on 14th October as no refund has been forthcoming. Dionne has just arranged a full refund so I await this transaction into my account.
I will not use Robert Dyas again. I have not been impressed by the complete lack of communication and the cavalier attitude to my "purchase". It is a shame that it has taken 2 live chats, instigated by me, to try to resolve this matter - very unprofessional and unsatisfactory.
Review by Neile1 month ago
Dreadful customer service. Miss-selling products advertised online. Will never order anything again from them and wouldn't advise anyone else to do so.
Review by RBradford1 month ago
I bought a bin it was delivered with broken pins for the pedal. I paid next day delivery with timeslot and now I have to wait all day tmr for someone to come pick it up. The offered to send me a replacement in the next couple of days but overall their customer service and management of complaints is quite bad.
Review by Hendarto1 month ago
Purchased goods, decided to return but store wouldn't take them - "has to be collected by supplier". Three no-shows by supplier even though booked collections (one by their own store !). Finally collected on fourth attempt and 2 1/2 weeks later still waiting for refund. No responses to e-mails and problem is always "waiting for supplier to confirm returns" Customer Service non existent !! Appalling.
Review by Urja1 month ago
Avoid Robert Dyas at all costs. If I could give no stars I would.
I took me nearly 4 weeks for a parasole and cover to collect collected for return. 6 times it was arranged to be collected with the supplier saying they phoned me when the didn't.
Then when it had eventually be collected they have only given me a refund for the parasole and not the cover. An investigation has been launched into the return of this but I have already waited over two weeks, then I chased them for what feels like the hundredth time to then receive an email that I wouldn’t get my money back for the item I returned. I then called Robert Dyas who said this was actually still being investigated and I would receive my money back once it’s been investigated again. I asked for a confirmation email to this effect and it was then received form a different company. Honestly I have had no communicated from Robert Dyas in relation the the Charles Bentley product unless I have telephoned them. Most the staff have been helpful however one gentleman snickered/laughter at me down the phone which annoyed my instantly. Some others I feel I have spoken too can’t really be bothered or check any of my details. Will never use them again. I thought I would buy from them as they are a well know company but will tell everyone to avoid. The stress this has caused it crazy let alone the days I took off work waiting for the collection. I just want my refund for what I returned. Over 6 weeks for a refund in my opinion is just not acceptable
Review by AnnViv Baratto1 month ago
The time ( and effort) it took for Robert Dyas to address a refund on a faulty product I bought is truly astounding.
I contacted them on the 31st July 2019, and was assured a refund would be a mere formality.
Lots, and lots of emails later, and after many unkept promises, I finally recieved a refund in late September.
Seven weeks for a refund???
Review by EllenSue1 month ago
Bought a fireplace from an external supplier that is sold through Robert Dyas. I wasn’t informed at all that the returns policy wouldn’t be the same (nowhere on the website or booking confirmation does it state it may differ) and now am unable to return a fireplace without organising a courier myself. Which would cost an absolute fortune. Took over a week for them to respond to my query only to basically be told I was on my own. Very poor service, won’t use them again and would advise anyone thinking about using them to steer clear.
Review by Stewert Magoai1 month ago
I ordered a microwave on 18th Aug. finished work early for 5 days as it was supposed to be delivered I eventually contacted DPD as I had a message to say I was not in to take delivery they sent me a picture of the house they were delivering to, however, this was not my house. I eventually sorted it out with DPD and Robert Dyas had put the wrong post code on. The microwave eventually arrived on the 28th Aug. on the 4th Sept I contacted Robert Dyas because the microwave was faultly and I did not feel it was safe. After sending pictures and confirming purchase I am stilling waiting to return it despite number phone calls and chats.
Customer services need to wake up their competition is way ahead of them.
Review by VBob1 month ago
Ok Robert dyas, where’s my refund??? You took the money from my account on13th August, I sent you all the info required to process my refund but I’ve heard absolutely nothing back from you, no surprise there.
So where’s my refund??????????
Review by Darkinto1 month ago
always too busy in clapham !
Review by Sinfield1 month ago
On the 25th August i placed an order for amongst other things a brand new set of Salter pans. The order was delivered a few days later but on opening the parcel I discovered the Salter pan set box itself had already been opened, please see my initial response to customer services:
I would like to express my profound disappointment with this order. First thing I noticed on opening the delivery box was that the pan set box had already been opened and the seal was broken. On first inspection i then noticed that there were two large pans, no medium pan and one small pan but the lids supplied were one large, one medium and one small. The medium lid did not have a pan to fit. Customer services asked me to send in photos and then I noticed that the lids did not fit properly because the pans were bent please see photos. This is quite appalling that this open box was tampered with and shows why customers should not be expected to have to put up with shoddy goods and is a reflection on your services. Meanwhile i expect i will have to put up with your third parties proposals and i would like to have a complete unopened box and your company to collect the box that was supplied to me in this very poor condition.
After sending in my photos and emailing Robert Dyas I heard nothing, no acknowledgement of email, ZILCH! I phoned today only to be told that a returns document was in the post however they would email one i could print out. O.K. i received that and I have now repacked the shoddy goods and driven down to the post office and hopefully it is on its way. However I must stress that this so far has been an unacceptable experience, I received second hand damaged goods instead of the new ones I ordered and paid for, I have had to make two long winded phone calls, take photographs and send in a number of emails to no response (the only response was that i received today when i phoned them yet again)
Frankly having seen this website and the awful reviews I am certain I would not have bought from Robert Dyas online had I known. Will now wait and see how long it takes them to sort this mess out and will I actually receive the brand new goods I paid for.
Review by Autoquip1 month ago
Ordered two LED light bulbs at the beginning of August to be picked up from Rymans. One bulb failed after two minutes so I completed their online reporting form. Dyas sent me a different form asking for the previously provided information. They said they would send a replacement via Rymans . Three weeks later and despite a reminder , apart from emails saying how good they are etc,etc, I have still no replacement and have given up on using Robert Dyas again.
Review by Paritosh Ensher1 month ago
Terrible product from third party
The shed I ordered (£550) is so flimsy, with large gaps at the top and bottom of the doors and between the wooden slats, also the floor is so incredibly spongy - I've no idea firstly how it can even be used with a spongy floor that isn't stable and secondly how anything would ever stay dry inside given the gaps. For this price point I would expect more. It's a small 7x7 shed.
Then let's discuss the shocking customer service - I have rung and rung and been on hold for 10 mins plus each time, mostly to result in no-one even answering. Someone did call back last week and asked for pictures to be emailed across to them but so far I've not even had my emails acknowledged, let alone replied to. Meanwhile everything from my shed is inside my house as I can't put it in the shed as is for fear that the floor will break. Ruining my summer :(
Review by RichardoxD1 month ago
What a terrible, awful, useless company to deal with.
Even the replies to everyone who leaves a review is copied and pasted. Another dreadful company where profit is more important than customer satisfaaction. I guess there are so many complaints, they just don't have time to respond properly.
I bought a garden chair four months ago, it has a damaged leg, they have sent the same wrong leg three times even though I have sent them 3 photos of the damaged leg. You couldn't get it that wrong without meaning to. A five year old could pick the correct part out in seconds.
This whole thing must be a wind up, it can't be real?????
The actual seat is so badly made that it doesn't fit together properly, screws are missing, cheap rubbish.
Review by Owenn1 month ago
We have had a terrible experience with Robert Dyas. In short we purchased a lawn mower online. The wrong lawn mower was delivered and so we contacted to ask them to collect. They said we had to arrange this with the 'manufacturer' and fill in a form. After still not hearing anything we asked for them to collect and give us a full refund. They said we could keep the lawnmower and they would 'refund' us £20 amazon vouchers and £20 in cash... the wrong lawnmower they delivered was worth less than that amount in price difference. So they were not even willing to refund us the price difference in cash! We didn't even want the wrong lawnmower as it wasn't powerful enough. Eventually after going back and forth with them for over a month (mean while still having wrong lawnmower sat in corridor!) we contacted the manufacturer directly who came to collect lawnmower... approx 4 weeks later... It got collected nearly 3 weeks ago and we still have not got our £160 back! So yes this is not a happy customer and I will not ever be using or recommending them again.
Review by Ssarahh Impink1 month ago
Like most of the reviews below we made the mistake of buying from Robert Dyas only to be bumped to a third party supplier. Microwave screen fell off and after 3 weeks of chasing and sending pics and serial numbers they eventually just told us to contact the supplier. Last time we will use Robert Dyas.
Review by NanaJenny1 month ago
I can’t believe there are so many compassionate staff in this high street store ,,
Today I was served by Matthew who was an absolute sweetheart,
Serving me with a beautiful smile and he was extremely helpful,kind, thoughtful and considerate
Review by Jaouher1 month ago
Dreadful customer service! My online order arrived damaged because it was poorly packed. It was a present for someone. I immediately emailed customer services explaining the damage and requested a replacement. I got an automated reply straight away. Then ..... nothing! After a week of nothing, I sent a follow-up email asking if anyone is going to deal with the matter. Still nothing. This is awful customer service. I see in other reviews on this site that they ask you to email the '[email protected]' email adress. DON'T!!! You won't get a reply. I'm still waiting for a reply and shall now ask to cancel the damaged item and ask for refund. My friend's birthday is tomorrow and I have had to buy something else ... NOT from Robert Dyas. Shame they are so bad, they have some good items, but I won't be shopping there again.
Review by Bubblehead1 month ago
This company is absolutely ridiculous and don't take customer service seriously. A few weeks agoI ordered a Brabantia bin, they sent it damaged THREE TIMES IN A ROW. Always with the same type of dent. Every time I had to wait home for the delivery THE WHOLE DAY (no time slots provided), and spend another whole day for the courier to pick up the faulty product. Huge waste of time! Third time I asked to collect the parcel in store, thinking they would be extra careful, having been advised about the issue. It didn't work and the product was received damaged again. At the end I gave up and asked for a refund.
I genuinely think it is a scam, as the product is from an old collection, they are literally the only shop that have it available online and they are selling it on all the platforms (RD website, ebay, Amazon, etc). I am sure they have a batch of faulty products that they are trying to sell. First time I complained they offered me a £10 refund if I wanted to keep the product. A lot of people would probably accept.
Unfortunately for them I have all the pictures of the dented bins and their absolutely perfect boxes, which I have shared with an association that protects customers and they are currently investigating on the case. The boxes should have had at least a scratch or bump if they were really containing a product dented that way. They were instead all in perfect condition. I think this demonstrate the products have been repackaged. Three in a row CANNOT BE A CASE.
Anyway, try to avoid this company as they are muppets and they will treat you like s**t if you try to complain.
Review by CoffeeBoy2 months ago
Absolutely disgusting service!
I wish I read reviews before placing my order with Robert Dyas.
Ordered an ironing board for London delivery on the 6th August. It was supposed to be delivered on the 9th. On the 12th August it was dispatched and according to tracking info was delivered on the 14th to someone in MANCHESTER! No communication from Customer Services. Contacted RD via Chat only to be told they need to contact supplier and would let me know as soon as they hear from them. For two days I haven't heard from RB or supplier so had to call them and was told "the item was returned to the supplier because the delivery was rejected". What a surprise! How about delivering orders to the correct addresses for a start?! Then I was asked whether I would prefer for the order to be re-delivered (in 4 days) or get a refund. When I said definitely refund I was told they need to contact the supplier first and confirm that the order is not gonna be send to me but they could only do it on Monday 19th! After some heated argument they agreed to issue the refund.
Review by Sanmukathas Loudat2 months ago
What an absolute disgrace of a returns system and customer services dept had a bbq gazebo delivered Wednesday rang them within 20 mins of delivery and emailed them with pictures regarding the damaged box and it being opened at one end and obvious parts missing because of it after no reply from them i have spent a further 2 hours over the last 2 days on the phone and being disconnected by their customer service dept whilst being out on hold (2 occasions)after being told the item would be collected today and a full refund issued neither has happened despite the item being stuck in our garden waiting for collection....i will be contacting my credit card company for them to sort it as i dont have the time or energy to go through the loop of not being able to get through waiting for a call back and having no replies to any of the 4 emails ive sent.
BUYERS BEWARE ...THE WORST CUSTOMER SERVICE DEPT AND AFTER SALES IVE EVER EXPERIENCED..
Update 30th following on from your response below
The item didnt get collected as promised...wasted day!!
Yes emailed 4 times and not had a reply to any
Rang and finally got a call back to be told it wasnt being collected today despite not being collected as agreed yesterday !!!!PRICELESS...
Best part no refund until you get the item back ...at this rate will be christmas ...well phone call to credit card company to recall your payment (immediately credited) you can come collect your item off the drive when you like ...totally hopeless blaming your appointed courier Tuffnells who yes i would agree arent good!!
Sat in again
Review by Arondo2 months ago
This must be the most disorganised, unhelpful and incompetent company ever. I’ve spoken with 7, yes, 7 people in their customer services team to resolve an issue with a shed they deliver (see comment on Mercia, the worst quality EVER), with 13/16 panels broken. Guess what, every single customer service advisor had different advice, way forward and they all were definitely going to call me back. As if!
I contacted RD on a number of occasions, via the website, via telephone - apart from one lady, who did try to help - the rest were totally useless in providing any service! Or help. This must be some sort of achievement, in a way, gathering all these people and giving them no training what customer service is about.
No, furious actually...lost around £1k! Don’t use!
Review by Rovshen2 months ago
Hi Mr James lampett here , i bought a Vileda TURBO SMART mop and bucket from them and it's the best mop I've ever bought , i have dogs who have peee peee in the house and this mop absorbed all the peee up and cleaned out easy in the bucket , very fast delivery too ✅✅✅✅✅
Review by AliCoates2 months ago
Wish I had seen these reviews sooner! Communication and service is shocking! I ordered an expensive Philips shaver over 10 days ago...although I paid the delivery charge it didn't arrive. I wrote to the contact centre using their query form - they didn't reply, I rang twice (a premium tariff phone no.) the contact centre and after waiting 10 minutes I eventually spoke to someone who said they would investigate things and get back to me the following day - no, I didn't get a call ! I then managed to arrange a re-delivery online with the Courier for today, I changed my plans and stayed at home all day, guess what, the shaver didn't arrive! I'm not getting frustrated, I'm getting angry! This product has been paid for and I'm out if pocket too due to the phone calls. My patience has disappeared completely. I'd cancel the order and get a refund if I could but the thought of trying to do this worries me, I dread to think how many hoops I would I need to jump through to get a cancellarion and refund!! Rearranged delivery again for 26th, I hope it's not another wasted day!