Dick Smith online ordering SUCKS

Dick Smith Electronics is the Fry’s or perhaps Circuit City of New Zealand. You know, the kind of place you go to buy components, computer games, iPods, XBoxes, and stuff. The place you try to avoid at all costs, especially given the pimply-faced unhelpfulness of the staff.

I should have known better, but I was hunting for a particular solution: an integrated car charger and line-out device for my iPhone. Please god do not at this point try to tell me I should use a FM transmitter.

So yeah I found something that fitted the bill, and ordered it online. The website said there was stock available. This was on Sunday, almost a week ago. At the same time I ordered a lovely iPhone car cradle from ProClip. The cradle arrived yesterday, all the way from Madison, Wisconsin. So there’s the competition: can Dick Smith fulfil an internet order from their warehouse about 30 minutes away faster than someone across the other side of the world?

No, not they cannot.

I finally called this morning to find out where my order was. They tell me it is due to be shipped from the Sylvia Park store. I opted to go and pick the thing up directly, so I traveled out to the store, bailed up a manager, and asked him to go find it. 10 minutes later, he emerges from the back of the store and tells me he couldn’t find the product anywhere, but he does have the packing slip issued from the online store.

We go and look on the computer together. Several other stores are showing “1” or “2” of the things in stock, but he tells me not to bother going to the other stores because “anything lower than about 3 in stock on the computer means they probably don’t have anything”.

Morals of the story:

  • Avoid Dick Smith stores like the plague
  • It is faster to order online from the USA than it is to buy locally
  • Dick Smith definitely need to sort out issues with their stock level system before they even try to fulfil any online orders.

15 Replies to “Dick Smith online ordering SUCKS”

  1. Ah man, tell me about it. Aside from driving from Mt Eden to DSE-Powerhouse Manukau on the hottest day of summer, to be told that the part I’m looking for is at the non POWERHOUSE DSE about 2km away, only to have the manager at that store bring me a cardboard box full of broken electronics, then asking me to take my pick and pay $170 when the listed price on the site was $160… DSE have never done anything right.

    A friend of mine worked at their North Shore distribution centre, he had nothing but spite for their systems. Tales of critically borked DVD players (hardware issues causing 1-2 second video/sound delays, loose drives, dodgy wiring (mmm, smell that PCB burn)) etc etc being re-boxed and put back on the shelf…

    I guess DSE is useful if you need some Cat-5 or a stereo jack, but yeah otherwise… avoid at all costs.

  2. Oddly enough I find Dick Smith actually have competitive pricing these days on a lot of electronica.

    But yeah I’m only ever a walk-in customer. I only use their online store for comparative pricing.

    And yeah caveat emptor and always check the box seals.

  3. In future don’t be such a lazy fuck and walk to the store, you proberly need the exercise, but you would proberly complain about something on the way!

  4. I brought a wireless router from them and 9 mths later it just stopped working and I had to wait 3 weeks with no internet before they “fixed it” but instead they gave me brand new one. Then 6 mths later that thing broke and I had dramas getting them to honour the consumer rights warranty since they insisted it was over 12 mths ago I brought the original new one, go figure! They told me they'd fix it under duress and if it breaks again then sad luck…but hang on isn't a router a product you expect to last years…..isn't there a consumer act they should adhere to?
    Never ever ever again will I buy anything from DSE

  5. I bought a “Norton Multi 2 Users” from them in May 2013. In fact, they sent me a “2 devices” version and I don’t see anything saying 2 users on the box. A “2” was there on the top left corner of the box.
    I sent them an email about this. They did not reply but sent me a return courier bag without any printouts or documents. I thought it was odd but I put the wrong item which was still in shrink wrap in it and took it to NZ Post. I emailed them that it’s on its way back.
    After more than a week. There was no refund, no email, no account credit. Therefore I email them again about the refund and attached all the emails for them to have a look. Today, 12 June 2013, when I was trying to log on, I could not. I think they might have deleted my account.
    I then tried to ring them and chose option 1. It took me nowhere, no tone, no music, nothing at all.
    I tried option 0 and was talking to a lady Trina. She was wanting to get me through to Nigel but she was failed.
    Then she asked my details and I told her everything I just typed up here.
    Beware, if you think you are getting a good deal.
    I’ll keep posting if I hear anything from them. And I’ll let you know if I don’t receive any reply.

    1. Up to this moment, ie 10:10am 13 June 2013, I haven’t received any reply from them, both phone and email. I tried to log on again and it failed. It allowed me to pick the option of forgotten password so I tried it. After getting the password reset, I could log in. All personal details were gone including my previous orders, name, address, etc. The only thing they keep is the email address I used to log in when I was making my orders from them.
      Alex
      10:10 13 June 2013

      1. I’ve just got hold on someone by going for the “Click to chat” on their web site. Finally, someone was looking into my case. After a bit of time, I was informed that a refund by cheque would be posted via registered post and would take upto 10 working days for me to receive.
        I then went back to the website and tried to log in. My details still missing from there. I would not have a clue what they are going to do or just leave it as it is now.
        I’ll let you know when I receive the refund in the mail.
        Alex
        11:37 14 June 2013

        1. Today is 24 June 2013, 11th day since last time I got hold on their Support Agent, Farisha Mehnaaz.

          Farisha Mehnaaz confirmed that there should be a refund and advised me that the refund would be posted via registered post and would take upto 10 working days for me to receive.

          I haven’t received anything at all and there is no email from Farisha Mehnaaz either.

          I then left a message through their “Contact Us” link on their Australia website to see if they care to look into this.

          Alex
          11:05 24 June 2013

  6. They did send me a reply saying that the cheque refund had been processed by Head Office on 20/06/2013 and that the cheque would be posted via registered post and normally arrives at the address in approximately 10 business days.

    Today, this is the 10th business from then. In fact, I found that delivery is already finished and the postman is gone, there is nothing from Dick Smith in my letter box.

    I am going to send them another email about this.

    Alex 1:54pm 4 July 2013

    1. Today is 6 July 2013, Sat. a remittance advice dated 03/07/2013 arrived with the cheque refund. It definitely was not done on 20/06/2013 as they informed me. It really took me a lot of effort in chasing this through.

      I suppose this case can be closed unless the bank cheque is bounced after I get it deposited with the bank.

      Does anyone think that I would want to put myself into a similar situation again???

      Alex

      4:01pm 06 July 2013

  7. i have to completely agree. Dick Smith are terrible and their service is shocking! Considering what they charge for most items ,you would expect a excellent service. i ordered a samsung galaxy tab online with free delivery. I receieved an email confirmation stating that my order went through , then 2 hours later my order was cancelled?? after about 50 phone calls to dick smith and 5 phone calls to my bank i was THEN told that my visa card payment says ” hold” which means that dick smith cannot see my payment as it has not cleared yet, But THE $$ has being taken out of my account . My bank then told me that i could ask dick smith to fax through a visa hold removal form which could release the money back into my account. After a conference call with my bank and dick smith (nothing has still being done) 🙁 I spent NEARLY $500.00 on a item That i have not recived and am fighting to get my refund back !!!!! BUYERS BEWARE NEVER USE DICK SMITH .THEY ARE THE BIGGEST SCAM COMPANY IN NEW ZEALAND!! best to order online from overseas….

    1. I got extended warranty and it was a waste of money…..DICKSMITH SUCKS
      If anyone buys anything from DICKHEADS re dicksmith dont get tha extended warranty it is buullccrraapp.

  8. DONT SPEND UR MONEY AT DICK SMITH….

    WHY YOU ASK !!!!
    1.THEY SELL FAULTY PRODUCTS;

    2.THE EXTENDED WARRANTY IS FULL OF CRAP THEY JUST WANT UR MONEY;

    3.THEY DONT VALUE THEIR CUSTOMERS;

    4. THE ONLINE ORDERING DONT WORK PROPERLY

    5. JUST READ ALL THE BAD COMMENTS.

    6. IF THEY SAY THEY GOING TO CALL YOU WHEN UR PRODUCT ARRIVES AT THE STORE U ARE BUYING FROM THEY WONT CALL U BACK, THEY LIE AND SCAM U OUT OF UR HARD EARNED MONEY .

    IF ANYONE FROM DICKSMITH IS READING THIS I WORK IN CUSTOMER SERVICE AND BAD NEWS TRAVELS FASTER THAN GOOD NEWS WHICH YOU HAVE NONE OF ANYWAY.

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.