Dixonstravel Reviews 24

I bought a £120 laptop charger. The tiny cable that came with the unit had a very temperamental connection, so I threw it away and continued with my own cable. This worked for a bit, but then it to also became temperamental; the issue was not with the cables, it was with the charging unit itself - turning off and on like a blinker.

On my return home, as per the instructions on Heathrow's retail website, I posted the unit back to the shop for a refund, and around a week later I received a call from someone at the store. They explained that as I hadn't included the original cable, they couldn't accept the return. Fair enough.

I explained the above problems and asked if I could double check whether I still had the cable and send that in to, to complete the return. He said no, the item has to arrive complete and together. Fair enough.

I didn't want to wait and have the extra hassle, so I asked if I could just have a repair or replacement under the unit's warranty. He said no, the item has already in the post on the way back to you. Mental.

2 weeks later the item hadn't arrived. I called the store and they said to be patient, it had definitely been sent out.

2 more weeks later it still hadn't arrived. I called the store and they still couldn't help. I called Dixon Travel's customer service line and asked that they intervene. They assured they call back in due course with a refund and also an offer of a good will gesture.

2 more weeks, nothing. I chase.

2 more weeks, still nothing. I chase again, this via email, copying in Heathrow Retails own customer service unit.

Around a week later I have a call from Sam at the store. He says he has the unit in his hand, he doesn't know why I've been given the run around, there was probably a delay returning the item caused somewhere within Heathrow's postal management service. Although I point out that's he's told me he has the item still in his hand.

I don't know what to believe anymore....

It's taken another 3 weeks, 3 months in total since I first returned the item, to get a refund and a small goodwill gesture of £20 store credit, and I'm disappointed.

I'm disappointed that I know at least some of the people I've spoken with on email and on the phone have clearly been lying to me. I'm disappointed with the result. And I'm disappointed that each and every time I've spoken to someone on the phone at the store, it's like I've been on the end of a battle of wits, where the staff are motivated to offer as little as they can by way of swift return or refund of the faulty item.

The team managing the store there are absolutely useless.

I have unfortunately bought Sony headphones at Dixons store in Heathrow. Once unpacked at home we have realized the product is not charging at all. After looking into it turned out to be a common issue for this particular product. After spending hours trying to get the headphones to charge by every suggestion from Sony support they confirmed the product was faulty and had to be returned/exchanged.

What followed was a week of calls and unanswered e/mails from Dixons. We have wrote to Dixons asking how to exchange the product from Denmark / where to send it and received no reply for 5 days. Getting customer service or any store on the call takes forever. Just off the last call where I explained the history and how unsatisfied I am at the moment with all the time and money spent and not getting any support from a store that claims to have Easy Returns. The call took almost 30 min - as I was put on hold many times. Finally I did get a direction where to find the form for returns, however we would need to cover the postage cost on our own.

Especially with the time and money already wasted from my side to get this resolved I have stated that I felt it was very wrong to ask the customer having such experience to cover further costs on getting this resolved. At that time I also asked the agent on call to confirm once more with his manager if there is any other option they can suggest (since he anyways put me on hold for every step of the call to cross check every sentence with his manager)/ stating again I felt the whole process was wrong and I do not feel it is correct for me to cover any further cost. It is not a situation where I did not want the item. The item sold by them was faulty. Also initially we have asked for exchange not return.

I have also made it clear I am left unhappy and I will write a review on Trustpilot and other sites as I find this unacceptable customer service. That seemed to be fine with them. They have not apologized for inconvenience or tried to help. The only thing that was said is that they are busy these days and slow with replies.
So here it is. Also good lessons learned / never choose Dixons.