As of May 2016, Dick Smith has been acquired by Kogan.

Melbourne

  • 2 reviews
  • 7 helpful votes
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Do not deal with this company

1 out of 5, reviewed on Dec 15, 2018

Very hard to deal with. You are unable to call them, as they dont take phone calls, it all has to be done by email. Tedious if theres a problem, such as the tv not being able to find wifi etc.

1 person found this helpful, do you? Yes

Brisbane

  • 1 review
  • 4 helpful votes
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absolute rubbish and zero response from customer support

1 out of 5, reviewed on Dec 13, 2018

I bought their BBQ Smoker and is absolute rubbish - catch which holds the door on the smoker closed fell off before I got to use it and the first time I put charcoal in to season the BBQ before smoking anything the paint started burning and peeling. Given the obvious lack of quality control I am very scared this could be lead based paint.......
I have sent an email to customer support and been after 3 days have absolutely no response (except auto response acknowledging complaint)
Don't waste your time and money!!!!!!!
Won't ever buy from Kogan again

4 people found this helpful, do you? Yes

FRAUDULENT

1 out of 5, reviewed on Dec 12, 2018

Bought a drone for my husband and was emailed with notice it had been shipped and given tracking number. Then the next day I receive an email saying it can’t be dispatched until Dec 20th which was useless to me as it’s a Christmas present!!! I’ve been told to expect a refund but have seen no such return of money to my account. Emails being ignored now so I will take this to the ombudsmen under the consumer law act. DO NOT EVER USE DICK SMITH!!

3 people found this helpful, do you? Yes

Newcastle

  • 2 reviews
  • 2 comments
  • 2 helpful votes
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order been sent back to the warehouse prior to delivery and can’t find out what is happening

1 out of 5, reviewed on Dec 12, 2018

Ordered a TV on 2 December tracking said it was dispatched the next day, tracking follows it to Sydney where it just stopped saying it was “delayed” contacted Australia Post who said the sender has requested it to be returned no explanation

I have emailed dick Smith four times now trying to follow up as this is a Christmas present
I have had no reply there is no contact phone number to call anyone to discuss

The money has been taken from my account upon purchase.

Extremely disappointed with the extremely poor customer service that is just non existent happy to take your money then you don’t get the goods I’m disappointed and angry that this probably won’t be resolved before cut off for Christmas delivery and one of my children will not be receiving a present

Wished I had not used this company at all should have read reviews if there is no customer service line should have guessed there is no such thing as customer service with this company

2 people found this helpful, do you? Yes

Comments

I am now several days later and still waiting for my reply or any reply that isn't just the standard "help desk" reply. I would not recommend purchasing from Dick Smith what so ever. Customer ser... read more »

  • 3 reviews
  • 3 helpful votes
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Dick Smith is disgusting company!

1 out of 5, reviewed on Dec 12, 2018

I bought a sony xperia that happened to be faulty. It took over a month to get an address to send it to their technicians and their technicians kept the phone for over a month. During that month, the emails were ridiculous, as no one seemed to read my emails to understand the problem I was having. When it was finally sent back, it was not only still faulty, but it was sent back with a random charger (not the one it originally came with). It took another 2 months to get them to acknowledge that the charger was different, but they NEVER admitted that the phone was faulty and denied me a refund. Since then the touch screen has died and the phone has become completely useless. I have contacted them about this and they have not responded. Dick Smith is a disgusting company, only out for making money and ripping off their customers. I spent AUD$400 on that phone and within 4 months of use it has never functioned as it should have and now it is simply a paper weight. I do not recommend shopping with DICK SMITH. Dick Smith will only take your money and relinquish themselves of responsibility. Enough said.

3 people found this helpful, do you? Yes

  • 1 review
  • 1 question
  • 2 helpful votes
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Wrap your purchase

1 out of 5, reviewed on Dec 12, 2018

Bought a xmas gift for my granddaughter.
They just stuck the postage label on the box without wrapping it.
Paid $15 for delivery. Box was damaged and label can't be removed. Never again.
Should have known better as we had a bad experience with KOGAN a while ago.

2 people found this helpful, do you? Yes

  • 1 review
  • 3 helpful votes
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Really bad service

1 out of 5, reviewed on Dec 11, 2018

Dick Smith has a really terrible service. There were long delays in delivery and no one to call and sort out the issues. I had to send emails, each email took at least 1 day to get replies to.

3 people found this helpful, do you? Yes

  • 1 review
  • 3 helpful votes
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Pathetic

1 out of 5, reviewed on Dec 11, 2018

Purchased two kids digital cameras (one pink, one blue) on 20th Nov. Order was confirmed and money taken from my account. On 4th Dec (2 weeks later!) I received an email informing me that the pink one was not in stock and I could receive either store credit or a refund. There is no way to contact a sales representative over the phone to cancel the entire order and get a complete refund as I do not want one camera for one of my children. Completely unacceptable that it took 2 weeks to be notified. Order should not have been confirmed, nor money taken from my account if the item was not in stock. I will now have to source from somewhere else, and with delivery time that may be difficult to achieve before Christmas. I incorrectly assumed that by having an order confronting and processed on 20th nov (with then a 1-2 week delivery timeframe) that Santa would definitely be able to deliver the cameras. Also incorrectly assumed that Dick Smith was a trustworthy and reputable brand. And what's more, it will take another week to get my own money back. Pathetic on all fronts.

3 people found this helpful, do you? Yes

  • 1 review
  • 2 comments
  • 2 helpful votes
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Missing part

1 out of 5, reviewed on Dec 10, 2018

I ordered a gaming chair for my son's birthday and when we opened the box, there was a part missing, so my son is still waiting for his present. I have tried emailing but no response. Now I am worried after reading all the reviews. I will give them a week to respond or I will be putting in a complaint. Very disappointed and never use them again. I also believe the box had been open before, as they weren't packaged well and some parts dirty.

2 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi Sue, Thank you for letting us know about your experience. We are sorry that your product did not arrive in proper working order and that you have been disappointed by your interactions with ou... read more »

Can someone please contact me to tell me that they are sending a part, otherwise I want a refund so that I can get my son another chair. I keep getting no answers. I can't even call someone to arra... read more »

If I don't get a reply soon as to when the part is coming , I will make a complaint. Never ever shop here again.

  • 1 review
  • 3 helpful votes
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Verified Customer

Worst life time customer service experience

1 out of 5, reviewed on Dec 08, 2018

I placed an order on 22 November which is was dispatched on 23 november via Omni Parcel but this courier was held for no reason at the melbourne airport for four days.

I tried to get in touch with Omni parcel but there is no contact information available about this parcel company. So I left a txt to the dick smith help centre online; all I received in reply was that they will look into the matter.

As the parcel was moved to the next station; now it had been held at the auckand customs clearance department; so I thought of giving the custom department a call but the nz customs had refused to hold any such parcel as I provided them the tracking number. I tried to get in touch with Nz post but they said that they had not received any parcel as such.
Not sure if dicksmith had even posted my order??

Not getting any help from anywhere. The worst customer service I had ever experienced

3 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi, Thank you for letting us know about your experience. We are sorry that there have been issues and delays in your order reaching you. We take the timeliness of our deliveries seriously and yo... read more »

Verified Customer

Good price & fast dispatch

5 out of 5, reviewed on Dec 07, 2018

I purchased an air conditioner from Dick Smith online store. The price was good and it was dispatched within two working days of payment. All in all very happy with the online shopping experience and ready for summer. Thanks

Was this review helpful? Yes

Adelaide

  • 2 reviews
  • 2 helpful votes
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Absolutely Appalling- terrible Company

1 out of 5, reviewed on Dec 07, 2018

Background- placed an order on the 11th of November with a dispatch time frame of 3-5 days .....Today the 5th of December we still only have half of our piece of furniture delivered ( at 7 am on a Saturday the first part arrived on the 17th of November ) . So we are nearly a month with no bed head or slats and only part of a bed frame . Despite 15 emails which have now become less than civil on my part now demanding information as to the whereabouts of the bed head it is still MIA . Apparently it was delivered in Melbourne and then diverted to Perth but still today the 5th of December nothing is happening . Now any other company would care and offer swifter service or a form of renumeration........or even the courtesy of an actual phone call to discuss options . However Dick Smith is apparently above everyone and does not need to be Consumer focused . I would strongly recommend people NOT do any form of business with this pathetic company

2 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi Lisa, Thank you for letting us know about your experience. We are sorry that there have been delays in your order reaching you. We take the timeliness of our deliveries seriously and as an on... read more »

Torquay

  • 3 reviews
  • 1 comment
  • 2 helpful votes
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Got Ripped Off, they wouldn't even return product for a credit - they are Kogan

1 out of 5, reviewed on Dec 07, 2018

Dick Smith is now owned by Kogan. I wish I knew that, as I bought online from them, and wanted to return the product. The box untouched, everything still sealed as it came. I offered to return at my cost, and just get a store credit... Took weeks to get a response and they quote what a great name Dick Smith has... Yep.. used to have, not since Kogan bought it and stooges people.

So the moral? You'll get ripped off at Dick Smith which is no longer Dick Smith, it's Kogan.
They won't lift their offshore little fingers to help. They have no phone number, they have no customer support.

If you buy there, it's a one way transaction, rest assured. If or when they rip you off, tough luck.

Stick with an Australian retailer. Dick Smith is not Australian.

1 person found this helpful, do you? Yes

Comments
Dick Smith Official

Hi, Thank you for letting us know about your experience. I'm sorry to see that you have been disappointed by your experience. I can assure you that Dick Smith remains an Australian-owned and ... read more »

What a load of Bulltish. Post your phone number? Where is it? Head office.. yeah, an address with one leased empty office. Continue emails... get stuffed. Numerous emails to your non Australian ... read more »

  • 2 reviews
  • 6 comments
  • 12 helpful votes
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Verified Customer

Worst Delivery :- Product Still Not Delivered committed 3-5 business days

1 out of 5, reviewed on Dec 04, 2018

After having a terrible experience in the past ,I still thought to give another fair try to dick smith but this time as well they disappointed me.While placing the order they confirmed delivery in 3-5 business days after despatch.They despatch the product on 23rd November.Now it's more that 5 business days still tracking says- in international transit .
Really disappointed as this was a birthday gift for my partner.
Order 7C2QLNVF
I compliant the customer care via email Ticket 6930700 but they don't even bother to reply.I won't be dealing with dick smith in future for sure unless they compensate.

Delivery Location Estimated Delivery Times*
Auckland 3-5 business days after dispatch

Friday, November 30, 2018
11:06 AM International transit to destination country

5 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi Ron, Thank you for letting us know about your experience. We are sorry that there have been delays in your order reaching you and that you have been disappointed by your interactions with our... read more »

Hi There, You guys have most pathetic service in terms of customer care, shipping and dealing the cases.Since, this product was despatched and held at warehouse for 7 days, I was told its due to cu... read more »

Are you guys kidding me , if you don’t have reliable customer service and shipping process, better you shut down your company and stop fooling customers. I was committed delivery in 3-5 business da... read more »

Brisbane

  • 1 review
  • 3 helpful votes
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Verified Customer

No Communication No verification of my item being sent.

1 out of 5, reviewed on Dec 04, 2018

Absolutely appalling Dick Smith.... I purchased a scaffold unit as I need it promptly for a job 5 days to Brisbane??? So far I have had no confirmation my item has been sent..... And I have sent 3 emails only to receive automated responses. No help at all! No idea where my item is! Nit only that it was purchased for the company I work for. Very Very poor. Will never buy again and will let as many people I can to avoid this service.

3 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi, Thank you for letting us know about your experience. We are sorry that there have been delays in your order reaching you and that you have been disappointed by your interactions with our He... read more »

  • 1 review
  • 2 comments
  • 1 answer
  • 3 helpful votes
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Verified Customer

Rearranging deck chairs on the Titanic.

1 out of 5, reviewed on Dec 03, 2018

Impossible customer service. Draconian policies based on greed. Sells cheap OEM products that don't work in australia, but won't give refunds ever. Rude, inaccessible customer service. You have been warned. This is most likely a last ditch attempt to pay off bankruptcy debts, aa the corporate pigs in charge were all arrested in 2017. Check the fine print...there is no such entity as Dick smith anymore. NEVER BUY, TRUST ME.

3 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi Chris, Thank you for letting us know about your experience. We are sorry that you are disappointed with the product you ordered from us and that you have been disappointed by your interactions... read more »

Do you think your cut and paste responses fool people? Wow

  • 1 review
  • 3 helpful votes
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Verified Customer

Online Dick Smith store bears no resemblance to original

1 out of 5, reviewed on Dec 03, 2018

I purchased 2 Microsoft Surface Pro accessories. The Surface Pro pen arrived and was an old model, not the same as advertised (I had done a lot of research) and in fact the model sent out isn't even available for purchase in their store. I immediately took photographs and sent on to Dick Smith online helpdesk (no phone contact). I was told that I had received the correct product and there was no issue. I was shocked. I explained this on email in addition to making a complaint about fraudulent activity (selling a false product) and eventually (some days later) after I sent a follow up email threatening the Ombudsman, the helpdesk agreed that they had sent the incorrect item and would issue a refund. My impression was that their initial response was to try to fend me off and not have to process a refund. Will never purchase from them again - this is Dick Smith in name only. Be aware: items are dispatched (not delivered) in 1-4 business days.

3 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi Lisa, Thank you for letting us know about your experience. We are sorry that there have been delays in your order reaching you and that you have been disappointed by your interactions with our... read more »

Perth

  • 1 review
  • 3 helpful votes
Private message

Appalling service

1 out of 5, reviewed on Dec 02, 2018

Ordered a new phone from Dicksmith and have waited 15 days for delivery, which was outlined as taking 3-7 days on their website. Customer service eventually replied to my emails and said if it had not arrived by date X to contact them and they'd raise the issue with freight, so I did that, and haven't heard anything back for a few days now. Absolute joke.

3 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi James, Thank you for letting us know about your experience. We are sorry that there have been delays in your order reaching you and that you have been disappointed by your interactions with ou... read more »

brisbane

  • 1 review
  • 2 helpful votes
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Verified Customer

Galaxy J5 2016 got broken within 16 months

1 out of 5, reviewed on Nov 29, 2018

I bought Galaxy J5 2016, on May 17, 18 months ago.
It started giving me a lot of problem two months ago. It does not get charged as fast as it used to be. Sometimes, it takes two nights to get 100%. It use up battery so quickly. It reduces 1%/2min. I have changed the battery. I also changed charger. But, the problem is still there. I emailed Dicksmith. But, they never reply.
I will never buy anything from Dicksmith again. This is the first time that my mobile got broken within 16 months. It usually last at lease 2~3 years.I think their product is from oversea and you never know if it is genuine or fake. The price was about $20 cheaper than the other Australian retailers. But, I had a big mistake to chose Dicksmith only for the $20. I will tell all my friends and relatives not to buy anything from Dicksmith and Kogan. It is a waste of money.

2 people found this helpful, do you? Yes

Comments
Dick Smith Official

Hi, Thank you for letting us know about your experience. We are sorry that you are disappointed with the product you ordered from us and by your interactions with our Help Desk. Our buying team ... read more »

  • 1 review
  • 1 comment
  • 1 helpful vote
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Faulty Product Returned - No Response

1 out of 5, reviewed on Nov 28, 2018

I returned a faulty $180 mouse nearly 6 weeks ago. They confirmed they received it, then said it was and suggested I hadn't posted it correctly, then said they would resolve it asap. Now they are not responding at all. I had to provide videos in advance to demonstrate it was faulty, and they said allow 14 business days. So right now we have no mouse and no refund. I am now going to consumer affairs. Avoid at all costs.

1 person found this helpful, do you? Yes

Comments
Dick Smith Official

Hi, Thank you for letting us know about your experience. We are sorry that there has been a delay in your item being assessed and that you have been disappointed by your interactions with our He... read more »

That's the point - I am not getting any emails. I have emailed twice in the past week and have not had a response.

1 of 34 pages


Questions & Answers

Hi there Dick Smith, I accidentally order the wrong camera from your website - the one I ordered and the one I wanted have very similar names. I have emailed two hours after I ordered and noticed there should be a cancel button under my order. However, there is no sign of one. I'm very stressed I have spent $490 on a camera I don't want and have no way of cancelling it and no opportunity to send it back for a refund. Will I get a refund for it and how long will this take? Rachael

Rachael B asked on Dec 11, 2018

How long should I expect to wait to get a reply to an email? I emailed Dick Smith 2 (two) days ago as I was sent the wrong gaming chair. I am quite distressed as this was to be a xmas present and am worried as to how long this will take to be resolved. I am not hopeful after reading the reviews of the customer service. I ordered this well in advance to ensure it arrived in time and now this....

Jen asked on Dec 05, 2018

I bought a Google Home Mini (Chalk) on the 19/10/2018 I waited and waited and the only email I got from you's were just saying that you'll be delaying my order until the 22/10/2017 I waited again then you's emailed and delayed it to the 29/10/2018, now it's the 1/11/2018 and yet still haven't seen no dispatch email. After waiting this long I probably could of just got it from a local store. Before you say to contact the help centre I already have. All they tell me is that "Unfortunately, some delays are completely out of our control. At this rate I'm about to just cut my losses and try to receive a refund. The thing that sucks about this is it was meant to be a birthday present. I know this has been long but is there anything at all you's can do, anything at this point would be great, thanks.

Jacob H asked on Dec 01, 2018

See all 36 questions about Dick Smith