DealsDirect.com.au Questions & Answers

Thank you for your message. We are Deals Direct, please contact the correct merchant for the details of the order. Thank you

How do I identify the merchant?

Thank you for your reply. I can see that the order was placed with Deals Do from your message. With this, they would be the merchant.

Hi Danielle! Items I purchased from dealsdirect are mostly clothes and they are as described on their product description. I had a problem with their shipping as I never got one of my order worth around 30 dollars as explained on product review..

I guess u can buy phones and wearable as long as they have australian warranty.

Saying that I haven't purchased any electronic items yet from them. Hope this helps Thanx Saroj

Thank you for your message Saroj and I am sorry for the experience with the order. Please let me know the order number you are referring to for me to check further.

Hi Andrew, good day. We are located in Australia and we sell and deliver within Australia only. Thank you

Go the site and open "CONTACT US" and keep requesting information.

If you don't get a tracking number, it may just turn up or you may be waiting for weeks and weeks. Just keep on at "contact us", but be prepared they may not get back to you for a week.

Hi, thank you for your message and I am sorry for the delay in your order. I have checked and I can see that the order is currently being packed and will be shipped soon. The tracking number will be available once the item has been shipped. Thank you

Hi Sashila, we can assure you that all our products are authentic. However, please let me know the order number and I will check further on the issue for you. Thank you.

The order No is 33597351 the item was purchased through OZSALE. Tory Burch T Monogram Jacquard Shoulder Bag.

Thank you for your reply. Could you please attach the photo of the item received?

Hi Jaime, thank you for your review. The order number that you have provided does not seem to be correct. Could you please reconfirm the order number for me to check on the order for you. Was the order placed with Deals Direct?

Hi Leanne, we have received your video and I am sorry about the issue with your treadmill. This item is being shipped directly from our supplier and I have raised this to them. We expect to hear from them within 3 business days, as soon as I have an update, I will get back to you. Thank you

Hi Tony, I am sorry that you are not able to track the order. Please provide us with the order number and I will check on the order and your account as well to see if it has been closed. Hope to hear from you soon.

Hi Sylvia, thank you for your message. I tracked your parcel and can see that Australia Post has returned your order due to incorrect address, our warehouse team will be in contact with you for a free redelivery.

Good morning, I have not been contacted but would like you to note that the address is Apt 6/ Oswald Street, Mosman 2088. Apparently the apt number was not written on the parcel even though I sent it with the order. Grateful if you could resend ASAP. With thanks, Sylvia McCoy

I have forwarded your address details to our warehouse team today. You will be notified via email once we have arranged for re-delivery and a new tracking number will be provided to you.

Thank you, the parcel arrived but the shoes did not fit so I need to organise a return, I tried to use the returns section but it won't allow me to click on "returns" to give the details of invoice number 36904871. and the size required which is US10 I have never experienced online difficulties like this before!

Hi Slyvia, I am sorry that the shoe is not the right fit. I have created the return request for you and the return instructions have been sent to sylvia.mccoy@bigpond.com. You can create the label and post the item back to us. Thank you.

Thank you so much. The size I need is US10 The brand is Seastar

Hi Slyvia, I am sorry we will not be able to send you a replacement as we do not excess stock. You can reorder them when the sale comes up. Thank you.

Hi Margaret, thank you for your message and I am sorry to see that you are still waiting for your order. Could you please provide us your order number and I will check the details for you.

Hi Lisa, thank you for your message. Appreciate if you could reply with the order number for me to check this for you. Awaiting for your reply.

Thank you for your quick reply. The order number is #31484514

Terrific. My friend received her order today, meanwhile mine still says "Your order will be forwarded to our supplier."

I have checked your order in our system and in this instance, your order will be dispatched directly from our supplier’s warehouse. Your order information will be sent to our supplier shortly, where they will prepare and dispatch your order direct to your door as soon as possible. Once your order has been dispatched, your tracking details will appear in your Account, which you can access here: external link . Our orders come with a trackable service that will update on our carrier's website within one to two business days. This allows you to follow the progress of your order straight to your door.

Hi Nik, thank you for reaching us. Could you please clarify further on your query for today as I am unable to determine the nature of your message. Looking forward for your reply.

I put in delivery Address 2/25 and your site jumps to 225 On checking my account shows correct address. Fingers crossed that the wrong house does not get my goods as you will have to be accountable. Please make sure I get the goods charged for, and advise that goods to correct address has been observed as it’s to be left at front door I’m not A PayPal fan.

Appreciate if you could reply with the order number for me to check and investigate this for you. Awaiting for your reply.

The customer service ia a huge let down....

Yeah, they used to be a lot better with shipping on time, usually things would arrive early, and you were given proper tracking and quick communication if there was an issue with the order, but with my last few orders it’s been a disappointment every time.

I agree they are definitely not what they used to be. I purcased an item on the 5th Dec and it did not arrive I cancled and asked for a refund and only yesterday did I get comfirmation that the funds will be returned in 5 days from today..

Good luck Brenda, I hope you get your refund. DealsDirect customer service is terrible, having to wait 2-5 days for a response is not acceptable! The other day I was on the Bunnings site and I needed to know what kind of light globes I needed with a lamp I bought there online, so I used the chat thing and within 6 minutes I had the answer I needed- THAT is what good customer service looks like. I’m tempted to contact the ACCC about them.

Hello Natalie, Thank you for taking the time to write to us. I appreciate that this has been a very frustrating experience for you considering you are still awaiting your order. We understand how disappointing it is when expectations are not met and I sincerely apologise for the inconvenience caused. I would like to explain how we work. The sales event stock you see available online is generally not held in our warehouse but is with our Brand Partners at their warehouses. Once a sales event ends we will compile all of our customer’s purchases and buy in bulk from our suppliers. After this has occurred, our suppliers will then send through this stock and our warehouse teams will then pack the sales event. Unfortunately discrepancies can occur, or we may be sent the wrong item from our supplier and we will be unable to complete your order. As soon as we establish that there is a stock error, we will refund you via your original payment method. As we do not hold your purchased items in our warehouse at first, we may not know that your product has been made unavailable until the stock reaches our warehouse and we’ve packed the sales event. This is the same reason why we are unable to organise exchanges or replacements. I hope this information helps.

Look, I know how the events work, it was still available in the Boxing Day sales, which was AFTER the sales event that I purchased the curtains from. Which, if what you are saying is correct SHOULD have been collated and submitted to your partners BEFORE the start of the next sale.

So why were they available for the Boxing Day sales and still saying in stock until a week ago? If you compile per sales event then there is no way that my order shouldn’t have been fulfilled because they were still in stock several days after I ordered mine and still in stock on the Boxing Day sales up until after the new year.

I have stated in every single email or message with DD that I want both of the curtains that I ordered, not a refund!

But don’t listen to your customers will you???

Customers should be given the option to either cancel the order, get the item refunded, or wait for more stock when it’s available. They shouldn’t have to chase after a formerly reputable company three weeks after ordering to find out where their order is and to be ignored when asking for them to supply the product that they ordered, get an email to say they can’t send 1 out of 2 curtains (that are sold separately, not in a 2pk) over two weeks after it was meant to be sent, because it wasn’t in stock apparently (after it was in stock for two consecutive sales) and forcing a refund on me, to find that it was back in stock later that day, so why am I still not being supplied with both?

I’m sure the ACCC will enjoy hearing about how a former award winning company are towards their customers, the lack of decent customer service, the lack of communication, the lack of respect customers are given in regards to their money and time, 2-5 days is NOT an adequate wait time for a response to an enquiry. If Bunnings can answer a question within 5 minutes of being asked during work hours, why can’t DealsDirect answer in the same day?

I would have rather had the entire order be cancelled than get one curtain out of a pair of curtains. But I wasn’t given the option to do that, because in their infinite wisdom they decided that curtains don’t need to be in a pair, that one should be okay, so let’s go ahead and do ALL this stuff the customer clearly stated they didn’t want, and send one curtain and refund before they notify the customer of an issue.

What am I supposed to do with one curtain for a window that needs two? I don’t think a dress made out of triple blockout fabric would look terribly good.

I would like to wholeheartedly apologise for this experience and any inconvenience caused. We operate in a way that as soon as we realise there is a stock discrepancy we will immediately refund the customer. We will not wait for the other batch of the stock to arrive. That is the reason that you will be able to see the item on the website even though your order is being refunded. I truly understand that, you need two curtain for the window. You can lodge a returns request should you no longer want the item and we will cover the return postage fee for you.

Hello Amy, Thank you for your question. Can you please advise the order number this is in relation to and I will help check on its progress for you.

Order Number: 30697032

Hello Amy, Thank you for your reply. I have checked and can confirm that your order has now been dispatched from our supplier's warehouse and is currently with Fastway. You can expect your order to reach you within 5-7 working days.

Hello Peter, Thank you for writing to us. Please note that the free delivery is applicable when you order above $50 from the same sales event or from the same dispatch location. The comment bottom appear if you have less than $50 in your cart or if you have ordered from different locations. I hope this information helps.

Hi Nishel, thank you for your message. Could you please provide us your order number and I will check the details for you.

Hey The email with your order details is how you contact them. There will be a contact us link to sign into your account and you can then ask about your order.

Hi Trepilli, I would like to take a further look into this for you to get it resolved. Are you able to send your order number through so I can raise this with the team immediately?

Hi Ivy, thank you for your message. I am sorry to hear that you are still waiting for your order. I have checked and could see that the order is currently being packed and will be dispatched in a couple of days. You will be notified via email once the item has been shipped.

Hi, thank you for your reply. I have checked the status for the shoes, it shows they are not packed until today 13 Nov 2019. However, you said it will dispatch in a couple of days 5 days before. Can you help me to check? Thank you!

Hello Ivy, Thank you for your message. I have checked and can confirm that the order has been dispatched from our warehouse on 16/11/2019 and is currently with Australia Post. You should be receiving the order soon. external link 

Ive been sending emails to deals direct but they have stop replying and the item i have returned has been sitting there for over week and half! Can someone from deals direct please contact me asap! lyndz.mia@gmail.com

Hello Lyndz, Thank you for your message. I will check on this with our team and get back to you.

Hi Zanet du Plessis. Thank you for your message. To shop, please head to dealsdirect.com.au

Hi Nic, our return address is, PO Box 6009 Wetherill Park Business Hub NSW 2164