Reviews with attachments
I’ve had the answers I wanted or required as I usually do instore. I rate Dymocks highly
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ONLINE ORDER I would not recommend ordering online. I ordered a book online as a gift for someone. The book arrived damaged (creases in the cover and multiple pages ripped). I sent an email to rectify the situation. The lady who I was put in contact with was quite helpful and worked to rectify my situation quickly. I returned the damaged book via… Read more
post and a new book was sent my way. However, unfortunately, the new book arrived damaged as well. The quality of books delivered via online ordering is poor. The first photo is a photo of the damage on the replacement book. The follow three show the damage on the original book.
Great range of books, and for my areas of interest are well and competitively priced. Of course the Loyalty program, something you now have to pay for in Dymocks' main competitor, is a boon. Below is my latest purchase... Show details
Love Dymocks Sydney and Burwood NSW. Both are run by staff who are obviously booklovers themselves. Dymocks Sydney's refurbishment is excellent and comparable to any bookstore I visited in Oxford UK (my benchmark for bookstores). Show details
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The worst online experience there is – The worst online experience I have ever had. Paid the maximum for shipping to ensure that as soon as a book is available it is shipped. Multiple stores showing both books as available and in stock. One book arrived the next day. Second book is MIA. I emailed, used the online help chat and tried to call. Experience for all three below Email - no… Read more
response other than the “we received your email and will respond” Chat - tried the answer bot which said “thankyou we will be with you shortly” Phone - you will get an automated, “our customer representatives are busy but the current wait time is 2 minutes”. Wait for the 2 minutes and then it goes straight to voicemail, no option to stay on the line longer. Have left 3 voicemails. No response
Went to a physical store and the person literally said “I don’t shop online with us”. Couldn’t even buy the book there as that store had no stock and would not transfer stock from somewhere else
There is actually no option for recourse, well played Dymocks you have officially developed a person who will only recommend people walk past your stores for life. Wonder why Amazon has market share, wonder no longer.
Latest follow-ups
Worst ever online experience, after two months I had to follow up a book purchase only to be told it would be another six weeks before it can go out for delivery; which meant another two weeks by post as I live in a rural area.
Follow-up · Customer service was not very good. No assistance was forthcoming. The website said it was in stock, after the first follow up, it was coming straight from the publisher, after the second follow up, the publisher is overseas, after the third follow up, the book is not in stock. I have to wait even longer. So I cancelled the order. Refund was… Read more
Reliable source of my favourite cryptic crossword books – Great choice of relevant books and reliable delivery service. Quick and easy to use.
Follow-up · The books arrive in perfect condition and I have never had to return any. Dymocks is still the best source of word puzzle books for me. Cryptic crosswords, Quick Cryptic crosswords (Times) and codewords are all great for exercising the mind. If you are into numbers they have Sudoku as well.
It was very easy to order online and Dymocks were very quick to respond to my enquiries about my recent order Show reply
Follow-up · I have not received my delivery yet. It was supposed to arrive last Wednesday-Thursday and the notification from Australia Post said that it was at Sunnybank which is only 10-12 minutes from my home but yet it has now been taken to Redback approximately 30-40 minutes away from my home and “delayed” - I now don’t even know when my books will arrive
Positive reviews
I liked that there were two options available for purchasing the books as it was important that I would find the book in store rather than wasting time being unable to buy after arriving at a store.
Love shopping with these guys, staff are willing to go above and beyond to fulfil customer orders. Will do there best to get stock in, even hard to get titles. Really appreciate the service they provide.
Follow-up · Hello Everyone, Unfortunately since my last review our local Dymmocks store has closed up shop but I still shop online with them. The store still has great selections and still offer great service. Their return policy is good, I ordered a book but when it came in it was slightly damaged, the team sent me a photo of the damage offering to… Read more
I had ordered what I thought was 3 books in your 3 for 2 promotion online on the 5th August BUT unfortunately I had ordered 2 of the same book and therefore 4 books. I realized my error just after I had hit the order button...typical! I quickly sent a message to the Dymocks customer service department explaining my problem ... that I only wanted 1… Read more · 1
book instead of 2 books. I received a very prompt and courteous reply from Jaysa explaining that although Dymocks were unable to exchange/replace items with an order, the order could be cancelled and a refund issued. I could then reorder what I actually wanted. I agreed to this course of action and Jaysa did as suggested. Jaysa then followed this up with another email to me confirming that my order #99068746 request to cancel and refund had been processed. I then reordered the 3 books #090069100. Jaysa responded to me again, to inquire if I needed any further assistance or had any questions. Since then I have noticed I have paid for all 3 books instead of receiving the 3 for 2 offer. I did not contact Jaysa regarding this as I thought I had caused Jaysa enough trouble already. What great service I received for an issue which was of my own doing. Many thanks and please keep employing people who are obviously customer driven like Jaysa... they are a rare commodity these days. Regards Lindsay Johnson
Negative reviews
Purchasing digital voucher from outside Australia should have been easier. Unable to enter NZ address so had to enter recipient Australian address then wouldn’t accept credit card which wasn’t Australian bank generated
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PURCHASED A MUSIC BOOK 2 MONTHS AGO . NO BOOK AND $59 OUT OF POCKET. PLEASE DO-NOT-BUY-FROM-DYMOCKS AS I GOT RIPPED OFF. IVE CONTACTED THEM MANY TIMES WITH NO REPLY.
I like books, and I like browsing and shopping in Dymocks stores. There are a wider range of books in their online store, but it doesn't seem clear to me whether the books are actually in stock and will be shipped within a few days. I have had a wait for a while for some of the books I ordered. It would be good if they showed whether the books… Read more
are in stock and within what timeframe they will be shipped, which should be within a week. The info on the order page of my account showed a very long window during which the books would be shipped. I like Dymocks and want them to continue to be there, but think their online store info needs to be a bit better.
Recent reviews
Dymocks customer service is very good. My order contained books that were not in stock so I was aware of a delivery delay. Even so I received an update from Jories letting me know where my order currently stood. This was very helpful. Show reply
I was searching for two jigsaw puzzles for Christmas, and wanted to check availability.. the information came back that my two choices were available, but I should check stock at my chosen store. I checked with Dymocks in Hay St Mall, and they do have them, and they have put them aside for me for 3 days. I will go there in person to collect, to save the postage costs.
Website easy to use; would have been good with the shipping notification that only one of the 2 books purchased was being shipped initially. This would have saved an unnecessary query having to be raised as to where the second book was at.
Dymocks online customer service agent Prysilla was wonderful. They forgot a free item while shipping a preorder and she immediately had the item shipped to me and kept me updated on the progress. Show reply
I purchased The Day-by-Day Pregnancy Book as a gift for my daughter who is expecting. I found it easy and convenient to search for and purchase it in Dymock's online store. Their gift wrapping service was an ideal choice to be given for such a purchase too. Delivery was swift and faster than I expected so that was a bonus. I am very satisfied with my purchase and Dymock's customer service.
I emailed the store, given there was no phone number and knowing the store had the book we wanted gabrielle, put it aside and we collected this morning Very efficient all round but the store website needs to alter the phone number.
I have been so impressed by the Dymocks customer service. I have made some errors with orders and requested changes. These issues have been actioned in a timely manner and with no penalties or questions. Thank you Dymocks!
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A very positive online shopping experience. User-friendly website. New releases shipped quickly. Multiple shipments if necessary. Very good customer service support.
I have never had any problems ordering through Dymocks. The customer service is exemplary. Tracking items purchased is easy and if there ever is any problems one can always email and expect to get a swift response. Unlike the dreary customer service we get these days from government and private sector alike you can guarantee that Dymocks Customer Service will look after you
Communication was immediate by return email. Concerns about a slightly marked box and a picture were sent to me for a decision and the parcel arrived all within 3 days - as I live in the UK you managed the purchase for me and I thank you for excellent customer service
Follow-up · Yes the picture was good quality I’m sorry I no longer have it A set of 3 books were boxed The concern was a slight crease in the box itself
I ordered a book which apparently was out of stock. This was discovered early and I was informed by email of the problem, that the book had been ordered from another company and would be delivered within a few weeks.
Bella helped me sort out an issue I had finding a refund for a book I purchased in store. She spent time to sort it out and reach a quality outcome. I wanted to highlight her extraordinary service. Thank you Bella.
Fantastic online store with an easy to navigate experience. Great range of books for every age group. Speedy postage and great communication by staff. Thank you and well done Dymocks!
One of my order didnt get in time. After have a chat with one of uour "human", I found out that the book was out of stock from your supplier. It seems now that another supplier will send the book. This is an issue from you guys. You should know if an order gets it distination or not. Very bad publicity.
Hello Rodrigo, Thank you for your feedback and we're… Read more
Ordered a book for my daughter's birthday. It's 3 months since her birthday and still haven't received it but they did send an update.
Hello Caroline, We’re sorry to hear your order still… Read more
Hi Yvonne, Thank you for your feedback. Unfortunately,… Read more