My Experience with Dixons

[Silent Bob]

Well, now that I've turned the Dixons/Currys/PC World D700 bargain thread into a serialisation of how badly they handled my order, I thought I'd post a summary that people can refer to if they want.

The following post is a diary of how my order "progressed" - it's copied and slightly modified from a letter I wrote to Dixons Retail head office. I won't post the letter itself here, but wait to see what kind of response I get. Needless to say though, I won't be buying anything from Dixons, Currys, PC World etc. ever again unless they make a good effort to put this right.

 

[Silent Bob]

May 27th: The D700 drops from the regular price of £1849.99 to £1479.99 as a result of the 'Blue Cross' sale. However it seems to be available only for brief periods.


May 29th: I attempt to order a D700, but the transaction is blocked by my credit card company's security procedures as an unusually large transaction. By the time I resolve this and authorise the transaction, the website shows the camera as unavailable and will not allow me to order it.


May 30th: The camera shows as available again, and I successfully order one from dixons.co.uk (the website promises a delivery time of 3-5 business days) and receive an order acknowledgment by email. The Dixons website continues to show the camera as available for several hours after my order is acknowledged.


June 1st: I receive a phonecall from Dixons to verify my credit card transaction. After answering a few simple questions, I'm told that my order is being sent to the warehouse and I will receive a delivery tracking number “very shortly”. I receive an order confirmation email, but no tracking number. My credit card is charged for £1479.99.


June 3rd: Benners and Snap53 (at least) get their cameras. I still have not received a tracking number and call the customer services number to find out why. I am told that my order is a 'forward order' as Dixons are out of stock. I look at my order confirmation again and notice the phrase 'Forward order' in small type squashed inside a table heading.


June 4th: I call customer services again to ask for a timeframe when stock is expected, something I neglected to do the day before. The representative I speak to cannot find out, but sends an email to the warehouse asking them to contact me.


June 6th: Having heard nothing from the warehouse, I call customer services again. I am told that “there is information” that stock will arrive the following week.


June 13th: I call customer services again to ask for an update. I am told that stock is still expected in this week, however I believe the representative just read the notes from the last call.


June 14th: I use the email facility on the website to ask for more up-to-date information. I get back an automated “thanks for getting in touch” email, but nothing more.


June 15th: I phone customer services again. I'm told that stock is still expected this week, that the current stock level is -2 (i.e. there is just me and one other customer waiting for this camera) and that DSG placed an order for 15 cameras with Nikon.


June 16th: I call Nikon UK, who tell me that D700 orders are currently taking 6-8 weeks to be fulfilled, due to the effects of the Japanese earthquake and tsunami back in March.


June 24th: Amazon UK, who matched the sale price but were up-front about not having stock, have the D700 in stock. I call Dixons customer services again for an update, but the representative can't give me any information.


June 29th: I receive an email from Dixons, inviting me to “write a review on the NIKON D700 Digital SLR Camera Body purchased from Dixons on May 30, because other shoppers can benefit from your experience”. Understandably, I find that rather galling.


July 11th: It is now six weeks since I placed my order. I use the website email facility again to ask for a stock update. Again, I get back an automated “thanks for getting in touch” email and nothing more.


July 20th (approx.): I phone customer services again for an update. I'm told that DSG placed their order for more D700 stock on June 6th.


July 29th: It is the last day of the eighth week since Dixons Retail claim they ordered more D700 stock from Nikon. Based on Nikon's information, Dixons Retail should have received that stock within the past fortnight. I call Dixons customer service, and am told that said stock is expected in the warehouse on August 4th, and I should receive a tracking number by August 5th, and my camera by August 9th.


August 9th: No tracking number or camera has been received. I place another call to customer services. The representative I speak to is very apologetic, and asks if there is anything that he can do. I reply that I would accept a refund for the full (non-sale) price of the camera, so that I can purchase it somewhere that has it in stock. I would see that as a suitable goodwill gesture to compensate for the time I have waited, and would count it as having received the camera I paid for. The representative says that he will call me back, and for the first time in the two-and-a-half months since placing the order, I actually do receive a call back that afternoon. I am told that the stock is now expected on August 11th or 12th, and that if I have not heard anything by August 15th I should call back.


August 15th: I have not heard anything more, and call back. I'm told that the system shows that stock came in on the 12th. I am put on hold while the representative calls the “online team”, and when she comes back she tells me that they have to check with the manufacturer, and that I should expect a call back within 24-48 hours.


August 17th: I have not had a call back, and so call customer services again. The representative tells me that stock has run out again, and says I should expect a call within 24-48 hours. I ask again about the possibility of cancelling the order for a full (i.e. pre-sale price) refund so that I can buy the camera elsewhere, and am told that will not be possible. Shortly afterwards I receive an email telling me the order has been cancelled, despite my not having asked Dixons to do this. I place another call to customer services, and am told that the order cannot be reinstated.


August 18th: I write a letter to head office expressing my dissatisfaction.


August 19th: My refund comes through. The D700 becomes available to order again on the Dixons websites. (At full price, obviously.)

 

[gramps]

Shocking service!

 

[CT]

Horrendous!

 

[srichards]

That's DSG all over. Don't buy from them. I do believe there is such thing as 'loss of bargain' so that if you couldn't get the camera from them and they had confirmed the order you could sue them for the difference and get it from them.

If they are this bad when trying to sell you something, just imagine how god awful they are if you have a problem with the camera post sale.

 

[Grendel]

What a horror story! I hope you get a positive response head office!

 

[Dylanlewis2000]

Good luck getting anything back from head office, although this is shocking!

 

[benners]

I remember this kicking off from the time Dixons/Currys had the D700 on offer at about £1440 and really feel for you.
Can't defend their CS in the slightest, I was lucky enough to order one of these online at the time and it arrived the next day... you must have only just missed out on their stock, then the Japan earthquake damaged stock levels, etc.

 

[wegotitugetit]

owch that is not good

hope you get one sorted out soon

 

[realspeed]

I bet if you related this tale of woe to a national newspaper and asked for their help things would start jumping. Ask for the newspapers consumers affairs dept, I did with the Daily Mail over getting my house deeds, having paid off the mortgage and within 2 days the deeds were in my hand after weeks and weeks of being put off by the mortgage company.

Realspeed

 

[Chris Primadona]

I bet if you related this tale of woe to a national newspaper and asked for their help things would start jumping. Ask for the newspapers consumers affairs dept, I did with the Daily Mail over getting my house deeds, having paid off the mortgage and within 2 days the deeds were in my hand after weeks and weeks of being put off by the mortgage company.

Realspeed

I would do this too, bet they offer some kinda of goodwill gesture if you went that route!

 

[Silent Bob]

Realspeed, tell me more (by PM if you prefer). Did it involve an article getting published?

 

[midsnick]

BBC Watchdog? or whatever it is called these days may be interested.

 

[Flash In The Pan]

May 27th: The D700 drops from the regular price of £1849.99 to £1479.99 as a result of the 'Blue Cross' sale. However it seems to be available only for brief periods.



June 1st: I receive a phonecall from Dixons to verify my credit card transaction. After answering a few simple questions, I'm told that my order is being sent to the warehouse and I will receive a delivery tracking number “very shortly”. I receive an order confirmation email, but no tracking number. My credit card is charged for £1479.99.


June 3rd: BI ask again about the possibility of cancelling the order for a full (i.e. pre-sale price) refund so that I can buy the camera elsewhere,

Just to clarify, your credit card was charged £1479.99 and you asked for a refund of £1849.99?

 

[Silent Bob]

Just to clarify, your credit card was charged £1479.99 and you asked for a refund of £1849.99?

Yup. (Though not on June 3rd.)

I asked about the possibility as an alternative to the camera itself, so that I could source it elsewhere, since I was starting to suspect they had no ability (or perhaps intention) to supply it. I asked it in response to a question along the lines of "is there something we can do for you instead?"

Seemed reasonable after more than ten weeks of :bang: and it was the same price as everyone else who had the D700 in stock.

I was hoping it would prompt them to put me through to a manager who could help me (perhaps by granting such a refund) but all I got from it was another unfulfilled promise that the camera would be supplied by the following week.

 

[Flash In The Pan]

Yup. (Though not on June 3rd.)

I asked about the possibility as an alternative to the camera itself, so that I could source it elsewhere, since I was starting to suspect they had no ability (or perhaps intention) to supply it. I asked it in response to a question along the lines of "is there something we can do for you instead?"

Seemed reasonable after more than ten weeks of :bang: and it was the same price as everyone else who had the D700 in stock.

I was hoping it would prompt them to put me through to a manager who could help me (perhaps by granting such a refund) but all I got from it was another unfulfilled promise that the camera would be supplied by the following week.

Dixons Terms and Conditions

Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.

They're still bloody useless though.......

 

[Silent Bob]

I'm not sure that (the Terms and Conditions quote) could apply here though. Price and description were accurate, we know because other people got their cameras for that price. As for availability, they spent several weeks promising that more were coming, and frustrating as those weeks were, it would seem they came through, because they're available on the website as we speak.

In any case, if there were any problems requiring a cancellation, they should have done so at the earliest opportunity. (Isn't there a statutory 30-day deadline for this?) And in fact it would seem that there were no such problems, as they're trying to claim that I was the one who cancelled the order.

 

[Silent Bob]

Incidentally, I posted my letter Recorded First Class on Friday morning, and it's still showing as not delivered yet. I'll give it another day, but is it possible they've refused delivery?

 

[Flash In The Pan]

I'm not sure that (the Terms and Conditions quote) could apply here though. Price and description were accurate, we know because other people got their cameras for that price. As for availability, they spent several weeks promising that more were coming, and frustrating as those weeks were, it would seem they came through, because they're available on the website as we speak.

In any case, if there were any problems requiring a cancellation, they should have done so at the earliest opportunity. (Isn't there a statutory 30-day deadline for this, in fact?) And in fact it would seem that there were no such problems, as they're trying to claim that I was the one who cancelled the order.

Ultimately they're not legally obliged to sell you the camera at any price....

 

[Silent Bob]

Ultimately they're not legally obliged to sell you the camera at any price....

Now I'm going to quote the Ts&Cs...

Once you’re happy everything is correct and you’ve submitted an order you’ll be given an Order Reference Number and details of the products (and/or services) you have ordered. You’ll then receive an email headed ‘Order Acknowledgement’ recognising receipt of your order. We will then send a further email headed ‘Order Confirmation’ and this is when our contract with you begins. This second email also lets you know how your products will be delivered to you. If we have to cancel all or part of your order for any reason, we will email you to let you know.

I got that email, so is there not a contract? I've just argued that they can't use the "accidentally published false information" clause to cancel it.

(BTW, I know there's a Scottish solicitor on these forums - would that be you?)

 

[realspeed]

Realspeed, tell me more (by PM if you prefer). Did it involve an article getting published?

Don't mind saying on here. The mortgage company kept on and on about getting proof as to who I was- not having access to the vault the deeds were kept in- the person dealing was on holiday/absent- they couldn't find the records - etc etc.

All I did in pure frustration was ring the Daily Mail and said I was a reader of their paper for many years(which is true) and my call was directed at that time to a Mr Cohan who took down all the details concerning my problem. I told him I had constantly been in touch with the mortgage company's customer service and got nowhere.

His reply shook me a bit he said "I don't deal with these little minions I can go far higher up than that , leave it to me"
Within the hour I got a call back from him saying my deeds were going to be courriered up to me and if I don't get them in 48 hours call him back"

The rest is history next day courrier parcel with deeds enclosed, ok its all don't electronically now but not back 20 years ago.

All it takes is for a company hearing from the national press about bad service and they react pretty fast, or did in my case. Ok it stayed out of the papers but would have gone in if they had ignored the newspaper.

Now I don't know which paper you take but its definately worth a phone call to them, make sure you have all your detail infront of you of ready to send by e-mail or over the phone.

All I can say is the chap at the newspaper bent over backwards to help. May not work in your case but for the cost of a phone call its worth a shot.

Realspeed

 

[Flash In The Pan]

Now I'm going to quote the Ts&Cs...



I got that email, so is there not a contract? I've just argued that they can't use the "accidentally published false information" clause to cancel it.

Let me further quote from them then....

If we have to cancel all or part of your order for any reason, we will email you to let you know.

I receive an email telling me the order has been cancelled

Looks to me as if they've done what they said they would :shrug:

 

[Silent Bob]

Looks to me as if they've done what they said they would :shrug:

But they've not given a valid reason (though I guess the T&Cs don't say they have to). They tried to tell me it was out of stock (which we now know is not true, but apparently has been for eleven weeks, so why cancel now?) and then that I'd asked for the cancellation (as I said, not true). (That was on the phone, the email just said "we've cancelled your order".)

Still, I guess you're right...

 

[Silent Bob]

Thanks Realspeed, I'm very tempted to give the newspaper a try.

But first, I think head office deserve a chance to put this right. If my letter is still undelivered tomorrow I'll send them another. If that doesn't get through I'll have to assume they're refusing delivery...

 

[Flash In The Pan]

You might find that the issue lies with Nikon, rather than Dixons - it could well be that there was a promotion or deal on offer to the retailer that allowed them to sell the cameras at that price for a set time.

Or it could just be that they're either inept, or chancers.....

 

[Silent Bob]

You might find that the issue lies with Nikon, rather than Dixons - it could well be that there was a promotion or deal on offer to the retailer that allowed them to sell the cameras at that price for a set time.

I doubt it - this was part of a well-known and wide-ranging sale, not just limited to Nikon or even camera gear. All items in the sale had a fixed 20% discount.

No-one else was selling the same items as cheaply. Amazon price-matched at least the D700 for the duration, but they didn't match the 35/1.8 or the 60mm macro, for example.

Anyway, another letter is now winging its way to Hemel Hempstead, let's see what happens to this one.

 

[taz]

"In this instance we may have to cancel your order at any time up to the point we send you the product(s)"
DOH!

 

[Beardy]

How much does it cost to lodge a claim in the small claims court for you loss?

What exactly are the T&C's of the contract.? I know retailers are not obliged to sell you something at an advertised price but I would have thought that changes once they have taken the money? Surely there is then a contract of some sort ?

 

[MWHCVT]

How much does it cost to lodge a claim in the small claims court for you loss?

What loss??

 

[Silent Bob]

I believe it's £25, but I might have read somewhere that it's 10% of the disputed amount, which in this case would make it £37.

You can see the T&Cs here, and Flash and myself have quoted probably the most relevant bits further up this thread.

In my letter I presented an argument that they should not have cancelled, and that they should now refund the price difference (or sell me the camera at the discount price). We'll see whether they agree, present a convincing counterargument, or just say "tough cookies". Or if the letter never arrives...

 

[Flash In The Pan]

What loss??

I believe it's £25, but I might have read somewhere that it's 10% of the disputed amount, which in this case would make it £37.

You can see the T&Cs here, and Flash and myself have quoted probably the most relevant bits further up this thread.

In my letter I presented an argument that they should not have cancelled, and that they should now refund the price difference (or sell me the camera at the discount price). We'll see whether they agree, present a convincing counterargument, or just say "tough cookies". Or if the letter never arrives...

A couple of points...

1) Dixons can't refund you money that you haven't paid

2) You haven't suffered any actual loss (except perhaps interest if Dixons took the money from your card at the time of you placing your order)

What you are asking for is compensation equating to 25% of the money you spent (which was refunded in full). I reckon of you get 25 quid in vouchers off them you'll be doing well.

Take it to the small claims court and I'll probably be able to hear the laughter from here......

 

[Silent Bob]

Sorry for the late reply, been a buuuusy couple of days. Nothing to do with Dixons, though they have received my second letter and I eagerly await their response.

A couple of points...

1) Dixons can't refund you money that you haven't paid

You're right, refund is very much the wrong word here (and it's not what I used in my letter).

2) You haven't suffered any actual loss (except perhaps interest if Dixons took the money from your card at the time of you placing your order)

The Sale Of Goods Act (Section 51) allows the buyer to claim damages from the seller in cases where the seller "wrongfully neglects or refuses to deliver the goods to the buyer". Paragraph 3 of that section is particularly interesting, it seems almost tailor-made for this case.

 

[Flash In The Pan]

Sorry for the late reply, been a buuuusy couple of days. Nothing to do with Dixons, though they have received my second letter and I eagerly await their response.



You're right, refund is very much the wrong word here (and it's not what I used in my letter).



The Sale Of Goods Act (Section 51) allows the buyer to claim damages from the seller in cases where the seller "wrongfully neglects or refuses to deliver the goods to the buyer". Paragraph 3 of that section is particularly interesting, it seems almost tailor-made for this case.

They didn't refuse to deliver the goods though, they, as per their t+cs, cancelled the contract and notified you (again as per t+cs) by email of this.

Even supposing you do go through the hassle of raising a claim in the small claims court, do you really think the compensation will be more than a few quid? You're certainly not going to get the hundreds of pounds that you think you're due.

More hassle than it's worth. Forget it. Move on.

 

[Silent Bob]

They didn't refuse to deliver the goods though, they, as per their t+cs, cancelled the contract and notified you (again as per t+cs) by email of this.

They took it upon themselves to cancel the contract for no reason. Even ignoring that they did so right when they were able to fulfil it, I don't see how to distinguish that from refusal to deliver. Look at those t&cs again: "...if we have to cancel...", "...we may have to cancel your order...". I need a good answer to the question of why they had to cancel before I can agree with you here. Perhaps they'll provide one in their reply.

If you're reading those lines as giving them the right to just cancel if they want to, then that counts as an unfair contract term and is therefore struck out. I'll find and cite the law on that too if you like.

If by "refuse to deliver" you mean "when they still have my money", that surely counts as theft or fraud, and so would become a criminal matter.

Even supposing you do go through the hassle of raising a claim in the small claims court, do you really think the compensation will be more than a few quid? You're certainly not going to get the hundreds of pounds that you think you're due.

Well I certainly hope I don't have to go that far, but at the moment I actually think I have a clear-cut case. But keep the criticism coming (sincerely, please do), as it helps me to have to answer these difficult questions.

 

[benners]

i'm with Silent Bob on this one, but I don't think the problem should be drawn into quibbling over the wording of Ts & Cs. Currys will probably have every angle covered and be able to fight their corner.

The issue here is just bad customer service, I think. There's obviously been a stock cock up.

Currys would have been better off either holding their hands up in the first place, refund the money, apologise and be done with it. That then leaves Bob disappointed, but at least knowing where he is.

Or honour their discounted price and keep Bob's money and send out a D700 when they come back in (even if that took a while).

Ignoring all the contracts/Ts&Cs, the latter point is simply what should have happened.

I'm not someone that regularly writes to companies to complain, but when you have a bad experience, you should. I'm taking Office Shoes to task at the moment... the situation is pretty trivial, but I'm not letting it go and will take it as far as I can! Bad customer service shouldn't be fobbed off with a pathetic discount offer (in my case) and no recognition that they'll look into their processes. Raarrr!

 

[Flash In The Pan]

They took it upon themselves to cancel the contract for no reason.

I ask about getting a refund for the non-sale price so I can buy this camera elsewhere.

I would say by asking for a refund (ignoring the fact that you were asking for more money back than you'd actually paid) it would be assumed that you that cancelled the contract...

i'm with Silent Bob on this one, but I don't think the problem should be drawn into quibbling over the wording of Ts & Cs. Currys will probably have every angle covered and be able to fight their corner.

I reckon you're right, but only because it was Dixons he ordered the camera from, not Currys

 

[Silent Bob]

I would say by asking for a refund (ignoring the fact that you were asking for more money back than you'd actually paid) it would be assumed that you that cancelled the contract...

I reckon this is the best argument they've got. But they only cancelled the second time I asked this.

(Roughly paraphrased from memory)

August 9th:
Me: I was told to call if I didn't hear anything by now. I've not heard anything.
CS: I'm sorry about that, is there anything we can do instead?
Me: I'd take a full-price (let me be clear, that's the pre-sale price) refund as an alternative.
CS: Um, let me call you back.
(I get a call back later - the only time I'm ever called back - promising it will arrive in another week)

August 17th:
Me: I was told to expect a call by now about my order, but I haven't.
CS: I'm sorry about that, you'll receive a call back in 24-48 hours.
Me: Look, I'm starting to wonder if you're ever going to get these things in, and if you're not I'd take a full-price (let me be clear, that's the pre-sale price) refund as an alternative. Perhaps there's a supervisor I could talk to?
CS: Sorry, that's not possible.
Me: Fine, I'll call back later.
(Cancellation email arrives shortly afterwards.)

I'll add:

August 17th, later:
Me: You cancelled my order! Why?!?
CS: Because we don't have any stock.
Me: But that's been true for the past eleven weeks, and you've been saying there's more stock coming! Why cancel now?!?
CS: Because you asked us to.
Me: No I didn't!
CS: Well we can't reinstate it.

And of course I should mention:

August 19th: (possibly 18th or even late on the 17th, I didn't look until the 19th)
Website: Look, we have the D700 in stock!


Now I want to ask, since I don't remember the last time I actually cancelled an order by phone - sellers aren't normally so quick to assume, are they? They ask you so they're sure, "to confirm, you wish to cancel you order, correct?". They might ask if there's something else you want to buy from them instead. I'm pretty sure that any customer service rep who cancelled orders at the earliest opportunity would be out of a job pretty quickly.

 

[Silent Bob]

I had a post here saying that Benners was pretty much correct, but adding that I think bad (or good) customer service is a reflection of management priorities.

I went on to tell a story about the only other time I remember having a complaint, and how it was resolved. It was fairly long.

Long enough that the forum logged me out and I lost my post. By then Flash had posted, so I replied to him instead. Perhaps I'll post that story another time.

Then I decided to go and do something fun with my evening. But I thought I should acknowledge Benners first. Hi, Benners!

 

[Mandoo]

I know that when I worked for DSG a few years ago any order not fulfilled after 8 weeks was automatically cancelled regardless of whether stock was due in or whether the customer was happy to wait. Could that be the case here?

As regards to your letters are you sending them to the right people and the right address? They have 3 buildings at their head office and they'll just get signed for by a receptionist. If they're not addressed to the right person or department they'll just get passed from pillar to post in the hopes of someone dealing with it eventually.

For what it's worth, I think you're wasting your time. I don't agree with what you're trying to do, but you're not likely tone successful anyway. They have an army of lawyers to make sure their T&Cs cover these sorts of unfortunate incidents so you've got no hope in a small claims court. Your best bet was always going to be the polite, friendly and disappointed customer approach, but it's too late for that now. You went straight in at the deep end with demands that were unreasonable and burnt your bridges.

 

[DrRusty]

Whilst the situation is annoying I think that for your peace of mind just let it go and move on. The only outcome here is more frustration and self-inflicted stress.

I have had bad service from Internet based companies and my simple solution in one case was to never frequent their site again and for ages I told everyone to avoid them as well.