I have purchased a DShop.com Computer Desk on 21st Jul, 2022 which has been delivered on 27th Jul, 2022. On the same day I have identified the product has a manufacturing defect and I have requested for a refund as per the "REFUND POLICY" section 6.5 and 6.6

However, now they are not ready to accept and indicating the "Change of Mind" and not agreeing for refund policy.

When a product is with Manufacturing Defect who will accept

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Update on 03-AUG-2022:
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DShop.com has finally agreed to do a refund but the catch to be noted. The actual price of the product is $99 + $15(Shipping Carges) = Total $114.

Now DShop.com is expecting to return the product by bearing the courier charges by me and it will cost around $30 for shipment. So, the total shipment charges is $45 which is 50% of the cost of the product which I ordered.

Since, DShop.com has delivered the product with Manufacturing Defect and it is their responsibility to own the courier cost for returning the product.

Why should I loose the 50% of my money when DShop.com has delivered the product with manufacturing defect?

Alternatively they are asking me to retain the product and they will discount 20% of the cost. I am not clear what kind of deal DShop.com is provided. Why I should be bearing the cost of mistake made by DShop.com by delivering the Manufacturing Defected item.

Update on 09-AUG-2022:
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DShop.com has came with following options to replace the product

1. Replace the parts which has manufacturing defect
2.20% discount on the total value if I retain the (e-mail communication attached)

Now, when I am approaching them they are declining 20% discount and say's change-of-mind and warranty rules applies (Attaching e-mail response of DShop.com). What a cheap company is DShop.com. They provide a manufacturing defect product and they are demanding me to pay the courier charges to return the product. That will be a 50% of my money gone into courier charges.

BIG MISTAKE CHOOSING DShop.com. Please never ever deal with these guys. DShop.com is no way reliable or trust worthy company.

Update on 12-AUG-2022:
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DShop has blocked me for asking for a resolution on their website CHAT.

The response from DShop on 11th Aug, 2022 mentioning following three points. Attached the email with the update.

However, see how DSHOP is cheating their customers. Please don't shop with DShop

1. Based on POINT 1 (Highlighted in YELLOW) I don't want a replacement of parts and I don't trust or have faith in DSHOP because the way they are communicating. Also, not very sure if the replacements parts will fix the issue. However, DSHOP has delivered a manufacturing defected item and I am requesting for a FULL REFUND and take the product by DSHOP by bearing the courier charges.

2. Based on POINT 2 (Highlighted in BLUE) DSHOP is applying "Change of mind policy" and If have to bare the courier charges to return the item. I am at a loss of 50% of product item because I am bearing the courier charges to return the item.

3. Based on POINT 3 (Highlighted in RED) If I retain a manufacturing defected product DSHOP will provide a 20% discount on item price and no-replacement of items. This point proves that DSHOP is CHEATING CUSTOMERS by delivering a manufacturing defected product. I am 100% loss if I accept this condition.

Finally, I am loosing my money for one wrong decision of choosing DShop. Now DSHOP has blocked me on their customer service website. So only communication is through e-mail and they are repeating same on every e-mail.

I wouldn't recommend DShop for any one. So, don't shop with DSHOP.

Dshop did not deliver an Item I purchased two months ago. I have tried contacting their customer service to issue a refund or at-least provide information on where the parcel is, as it is clearly missing. Do not shop here! You'll lose your money.
My tracking number is TPE**************

I ordered an item from Dshop and it's been 3 weeks I have been waiting for it.

Ridiculous service!

Poor quality, received a 2 box delivery with so much damage and the main box had definate drop damaged and had been tapped up and sent out. As for a replacement by return, or a refund if they could not do that... 2 months on still no refund and because I put a dispute in with my credit card to get them to respond, they would not send out replacement parts, basically a whole item. No honesty, no integrity and just a good way to burn your money without a hangover. Cheap goods, no customer service model that ticks any boxes of timely, honest, interity and most of all service. Bounced round 3 different customer service via email only, you cannot speak to anyone on a phone, company policy, and then one said they would give me a refund, then bounced it to Brock in management. Road block and not prepared to collect their goods and pay a refund. The storage unit is only good for firewood. And that is what I will have to do with it, and if Westpac and fair trade cannot get me a refund then this company need to be outed on TV. Ripping people off basically with low quality goods and no intention of honouring the consumer laws when asked for a refund. I am continuing to pursue because companies like these cannot be allowed to operate online only, with is what they are and in todays world, they are making money out of non fit for purpose goods hoping people will walk away and not bother chasing them for refunds or replacements. Seen many review where replacements do not turn up, hence my decision for a refund the day I received it, but they just keep sending out the same auto replies, we have offered you a replacement and a $25 gift voucher to spend at our store... like why would anyone want to spend more money with them. This offer then went up to $30. No Brock I want a full refund and for you to collect your boxes. Is it even legal to offer a voucher that you have to spend in their store if they send out damaged goods that cannot even be built they are so bad. Thats not even a discount because your buying more stuff they are making more profit on! 4 July I made the purchase, 9th July, (24 hour dispatch) I got the parcels are demanding the courier company Hunter do not take 3 weeks to delivery, and I put my compliant in on 9th July with photos. They take days to come back to you, causing a time delay, and ask for more photos, these attached are just a handful I took before taping the boxes back up, and then say they cannot call you, they missed the deadline you give them, they then say they can only offer you a gift card, more days deal, then pass it across for a refund. Then its a dead end. Management are trained in the art of road blocking and company standard issue correspondence. I will never online shop again after this experience. Like all scammers out there now trying to commit fraud via text scams, you cannot trust online stores unless they are for a reputable high street store. Everything in non tangible throughout the purchase and complaints process. I am a fair person but this company challenge the fairest and patience at best in people. Upfront BS. And people who just come in deal with emails and take the money and go home. No principles or integrity. I am so angry these kind of companies can continue to operate. I told them I was putting a dispute in with my credit card company to get my money back if they did not respond. After a few days of waiting that triggered an immediate response. You should not have to tell them you will take it further to get a response. Or is it that they have so many complaints to deal with it takes them days to get to your email and you go back to the bottom of the pile once they send out three automated replies. I have read heaps of negative reviews like mine and worse from years back too, and they are still operating? Do your research, I didnt and its a costly lesson with online stores. Throwing money at marketing and misleading scripts about being an Aussie company, when they only actually distribute goods and most of which are probably made over seas from what I have found so far. Go on whirlpool reviews, and trust pilot, you'll find more reviews sadly like this. I would give a negative star review but the system does not allow it.

The desk was faulty.
The screw holes did not align so the top of the desk would not sit straight.
The desk arrived with wear marks in one section and the desktop was peeling in another section.
I advised them the desk was faulty in early October. Two months and over 8 emails later, I am still attempting to return the desk and get a refund.
The site to lodge an issue only allowed a 2 photos to be uploaded so their first request was to request more photos.
I sent 5 additional photos.
They emailed saying there were only zoomed in photos so I needed to send phtos of the entire product. I had sent a photo of the entire product in the 5 additional photos, but as requested I sent more photos of the entire product.
They tried to suggest that we were assembling the desk incorrectly and suggesting how to correct it. I responded explaining that we had tried their suggestion before loding the issue and had tried gain after receing the email, but there was still an issue. I also reminded them that even if we could get the desk to align it had arrived worn and damaged and even if it would align we wanted to return the desk for a full refund.
They then suggested that we should be able to attach the desktop with different screws and offered a $30 gift voucher as compensation.
I went back and explained that different screws would not work because the holes did not line up and provided photos of underneath the desk showing that the holes in the metal and the desktop were several centimetres apart.
I then got the response that "I believe (name's) solution about using different screws would solve this issue easily, you've not provided any evidence to support this claim".
Once again I sent multiple photos and a very detailed explanation of the problem. More importantly I stressed again that even if the desk would line up it was damaged elsewhere so getting the desk to line up is irrelvant.
They then requested video evidence. I went back and explained that I had packed the desk away ready to be returned so could not get video evidence. I stressed that I felt that the photos provided sufficient evidence. I advised that unless they provided a refund I would seek legal advice.
They most recent email stated that the"item should still be able to function as intended" and offered a partial refund of $50.
I have emailed insisting that the product can not function as intended becase it does not align and can not sit flush against the wall. More importantly the item was not as advertised. I have quoted legal advice that I am entitled to a refund and advised them that I am in the process of lodging a complaint with the ACCC and Office of Fair Trading.
I believe that I have given them ample opportunity to correct the situation and they have made no genuine attempt to fix the situation.
I have only provided 1 star because it was not possible to give 0.

So the 18th of July had FINALLY arrived! From stoked to shocked again! Nothing had changed! No email corospondence, no updates from anyone and ofcourse nothing useful from their "24/7" here to help you live chat. My goodness!

It's like they train, pay and reward their staff on how fantastic they were at creating and delivering a horrific customer service experience!

Never in a million years have I imagined or planned to put myself in this scenario. This is crazy!
It really was so simple. Order the rug I like and get it delivered... Now I browse their website and laugh at their empty promises and their long product line selections of "sold out"!

My heart goes out to you if you are thinking of, still are buying from DShop. Or even worse, currently on the same boat as me. Just lost in the long chain of useless emails that are filled with lies and disappointments!

It was simple. I was told "the ETA of the shipment will be on the 18th. But as this is a weekend day, we will ship your rug on the 20th". Yeah ok! Too good to be true! THE DATE I have been told to wait patiently for THE SECOND TIME AROUND had come and gone and here I am, back to my original state. Disappointed as Dshop AGAIN fails to deliver!

Took my $150, the returned rug cause it was incorrectly delivered and gave me nothing in return. NOTHING! Been ignoring my emails, chat has been brushing me off.

I'll share with you a few of my favourite lines during their so called 24/7 customer care chat
"It's beyond my scope"
"It's been escalated level 2 support team"
"They will be in touch"
"Wait for them to reach out to you"
"I can't do more"
"I don't have visibility" and so on!

My question is simple. Where is my rug D Shop?

My request is even simpler, if you took down your contact# from your website, then it shouldn't be hard to take down a few other items too ( see below) BECAUSE lies don't sell! Customers trust you with their purchase and you continue to disappoint by lying!
1. Take down your return policy process!
It's making me angry as it's full of lies.

2 Customer Satisfaction is definitely not one of your goals or priorities. So why say it

3. "26K" like us on Facebook! Really? Which Facebook page and how much did you actually pay each one of them to press like? And just out of curiousity... 26K like what about you?

NEXT STOP. Is the ACCC! Maybe they can have a word or 2 with you and actually teach you a thing or 2 about conducting business or even better shut you down. So you don't end up with a 26K of me experiencing nightmares.

Friends. When thinking online, DO NOT think DShop.

Order was not fully delivered. When I attempted to contact DShop via their chat, I got a response of please wait 24-48 hours for us to respond. After waiting for that period of time, it is now two weeks later and I have contacted them everyday for the last two weeks. Each day I simply get the same response to my questions as per the conversation below. Each day is a different rep though.
Chat started on 30 Jun 2020, 01:14 AM (GMT+0)
(01:14:45) *** Matthew joined the chat ***
(01:14:45) Matthew: Why am I still waiting for a reply from your managers? 24-48 hours is past
(01:15:47) Customer Service: We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.
(01:16:13) *** Brisa joined the chat ***
(01:16:17) Brisa: Hello, This is Brisa from Dshop, how may I help you today?
(01:16:34) Matthew: You may pass me through to a manager please
(01:17:11) Brisa: I do apologise but out manager does not have chat support
(01:18:11) Matthew: So how do I get in contact with a manager
(01:20:04) Brisa: They will reach out to you via email
(01:20:34) Matthew: I have already been told that almost 2 weeks ago and have contacted yourselves everyday and guess what
(01:20:43) Matthew: not one person has responded to me
(01:21:11) Matthew: So how are you expecting me to respond to this situation?
(01:22:20) Brisa: As much as I would love to sort this out for you this is already beyond my scope but I will do my best to reach out to them
(01:22:37) Matthew: So what am I supposed to do?
(01:23:11) Brisa: I do apologise but kindly wait for the email
(01:23:23) Matthew: I have been waiting for 2 weeks
(01:23:32) Matthew: how much longer am I supposed to wait?
(01:23:54) Brisa: Rest assured that this will be followed up
(01:24:03) Matthew: Hollow words
(01:24:41) Brisa: We also have not received any update from the courier
(01:24:42) Matthew: And it did not answer my question... how much longer do I have to wait for a response?
(01:25:04) Brisa: kindly wait for about 24 to 48 hours for them to contact you via email but it still depends on their ticket volume
(01:25:35) Matthew: I have already spoken to the courier and they resent their original email with the photo for proof of delivery on the 25/06
(01:25:44) Matthew: that was 4 days ago
(01:25:54) Matthew: so it is beyond the 24 - 48 hours
(01:26:06) Matthew: and yet still no contact from yourselves
(01:26:42) Brisa: They need to respond to our email
(01:27:19) Matthew: They already have
(01:27:45) Matthew: So why is no one calling them and following this matter up for me
(01:27:51) Matthew: they claim they have done it
(01:27:57) Matthew: you claim they have not done it
(01:28:03) Brisa: i cannot see any response from Couriers Please
(01:28:20) Brisa: We have sent an inquiry last Friday
(01:28:22) Matthew: and neither company is doing anything to assist me as the customer
(01:28:32) Matthew: do you really call this customer service?
(01:28:48) Brisa: As much as I would love to sort this out for you this is already beyond my scope
(01:28:57) Matthew: you already said that
(01:29:05) Matthew: so who can fix it?
(01:29:09) Brisa: yes, sorry
(01:29:20) Brisa: this is been raised so kindly wait for the email
(01:29:56) Matthew: It has been raised but not dealt with within the time frame you have said to me, so what are you going to do about that
(01:29:56) Brisa: Is there anything else?
(01:30:18) Brisa: Sorry
(01:30:32) Brisa: all i can do is to follow up, not my scope and I have limited resources on my end
(01:30:48) Matthew: Do you work directly for dshop?
(01:30:59) Matthew: As in are you a direct employee?
(01:34:24) Brisa: yes, but we are all working from home remotely due to the pandemic
(01:35:15) Matthew: Can I please get a managers name and email address for me to send a direct email to?
(01:37:21) Brisa: Kindlyw ait for their email
(01:37:34) Brisa: This is already been raised
(01:37:36) Matthew: But why can't I contact them?
(01:37:45) Brisa: And it depends who will be responding to you
(01:38:03) Matthew: Surely I can contact one of them?
(01:38:44) Brisa: I do apologise, but I need to follow the process
(01:40:23) Matthew: Okay... thank you. Just so you are aware I am now posting this chat publicly for prospective buyers from this shop so that they can see the experience that DShop offers. Thank you for your time:)
(01:41:07) Brisa: Thank you for chatting with Dshop! Should you need further assistance, please do not hesitate to contact us anytime. Have a good day ahead!
And they pride themselves on Customer Service :(