Here is my Dshop Review. What a terrible experience l've had with Dshop.

This is the complete exchange with their 'customer service' department. I've sent the coffee table back as l can't stand to see it in my house anymore, with an invoice requesting my refund plus the costs incurred. I doubt l will get a refund but l don't have to look at the rubbish they sell any more.

Oct 10,2020, 3:14 PM GMT+10

Hello,

I purchased a coffee table (order N*******) which arrived defective, and cannot be put together as the pieces for the drawers have not been constructed or measured properly and do not fit together.
The pieces have been made crooked and do not fit - please see the attached photos showing the two pieces of drawer that are meant to go together.
This is a major problem for me as the coffee table does not work and does not function as it was meant to. It has been made really badly. I can't even put it together.
I would like to request a refund please as this product has major construction problems and does not live up to the beautiful photo on your website.

Gabbie

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Suzanne S (Dshop Help Desk)

Oct 12,2020, 12:32 PM GMT+10

Good Afternoon Gabrielle,
Thank you so much for reaching out to us in regards to your Athena Designer Coffee Table with Drawers you purchased in August.
We appreciated the zoomed in images you have sent through to us, could you please send through further images of the entire assembled product.
So we can assist you further could we also please be advised when the issues first arose, and how they occurred.
We will look forward to further images of fully assembled product to be able to assist you.

Kind regards
Sue
DShop

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Gabbie
Mon, Oct 12,2:14 PM (2 days ago)
To Dshop

Hello Sue,

We couldn't assemble it, as the drawers wouldn't go together. Once we realised it had such a major problem we packed it back up in the box to be returned. I was extremely disappointed and wouldn't have purchased it if l'd known it would have this issue.
Please can you organise a refund to my original credit card and advise where you would like me to return it to and how?

Kind regards,

Gabbie

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Marc W (Dshop Help Desk)

Oct 13,2020, 11:14 AM GMT+10

Hi Gabbie,

As an online retailer we rely on and work with our customers to help assist with any issues with our products. We often ask for more images of the item as a whole and assembled as we can replace any part that is deemed as faulty or help identify and resolve any issue you are facing with assembly. This could be as simple as replacing 1 panel/how its assembled or a more complex fault.
If you can please provide some more images of this item assembled, highlighting the issues you are facing.

Regards
Marc
Dshop 24/7 Support

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Tue, Oct 13,12:44 PM (1 day ago)
To Dshop

Marc the problem l have is that it is faulty right from the start, and does not perform as it is supposed to. We are not able to assemble the drawers to provide more photos, as they are manufactured incorrectly and cannot be assembled, that's my entire problem.
If the drawers don't assemble correctly and have been manufactured badly then it is a faulty product and l'm entitled to a refund, going by the QLD consumer affairs website. Please see the attached screenshot. The very first paragraph applies:

A product or good has a major problem when:

It has a problem that would have stopped someone from buying it if they'd known about it
It is significantly different from the sample or description
It is substantially unfit for its common purpose

Lf I'd known the drawers were going to be defective as indicated in the photos that l have already provided to you then l would not have bought the coffee table.

There are many other issues mentioned on their website that also apply.

Please can you guys stop dodging the issue and provide me with a refund - l don't wish this to drag on any longer than it has to. It's basic customer service - you sold me a defective item, l am entitled to a refund. You will get your money back from the initial supplier as you are alble to return it for being defective. I'm not sure why this is a difficult issue?

Gabbie

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Sam F (Dshop Help Desk)

Oct 14,2020, 11:39 AM GMT+10

Hi Gabbie

Hope you are well,

Looking over the instructions it shows that the rest of the cabinet can be put together without the drawer being assembled as such not deeming it to be a major fault. Under ACCC a Major fault would be the entire cabinet being of severe defect, as it is a drawer it would be classed under minor problem, as per accc website If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund.
To fix this for you I can organise to have a replacement drawer sent out to you, if you could confirm which drawer is having the issues I will organise a special order to have said drawer sent out quickly.

Regards
Sam
Dshop Support

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Dear Sam,

It doesn't actually matter whether it's a major or a minor problem, your business has failed to meet the consumer guarantee buy selling me a defective product. I'm entitled to a refund. For the record, l believe it's a major problem, and l don't think you get to decide whether it is or isn't, as a consumer l think that's my decision to make. I have the coffee table here, you don't.

You guys have not upheld the consumer guarantee where l am entitled to a product that matches what is on the website. Please see the attached screenshot from the consumer affairs website.

I don't want a replacement drawer, l think l've made it really really REALLY clear that l would like to return it. If the drawers can't be made correctly then l have no confidence in the quality of the remainder of the coffee table. It is NOT what was advertised on your website as it does not function as a coffee table with drawers.

You are not going to wear me down, l am in lockdown in Melbourne and l have literally nothing else to do I haven't worked since March 21st. I'm a wedding photographer and the coffee table was to go in my studio to put beautiful products on to sell to my clients. I have earned $640 this last month and l can't afford to buy a coffee table that doesn't work.

Please have some compassion and do the right thing and stand by the lovely words that are on your website where you guarantee customer satisfaction and go out of your way to make sure your customers are happy. It's so evident that l'm not happy with it, and that l would like my money back. Your website actually states that customers are welcome to a change of mind credit or refund, and explains how to organise it. I HAVEN'T changed my mind at all, I have a genuine case, l was unhappy with the defects as soon as l got it out of the box and would like to return it because it doesn't work.

I'm not asking for a favour or being a silly customer who has simply changed her mind, l am genuinely disappointed that it doesn't work as described.

I am more than happy to go to consumer affairs, and l will also go to A Current Affair if l have to. It's only $160, is it really worth it, you tell me. You have the choice in your hands as to whether you are willing to rack up $160 in wages in time spent replying to me, (because l can tell you l am not going to give up!) or you can refund my money and end this right now, l send it back and we are all happy.

I look forward to you meeting the expectations as outlined on the website and letting me know where to send the coffee table.

Please be a nice human being and try to put yourself in my shoes. It's $#*! living in Melbourne right now, it really, really is total absolute $#*!. We are not allowed to do anything, and it's been going on for 6 months. I would love just one small thing to go my way for once in the last 6 months. The beautiful photography business l've spent the last 6 years building up is on it's knees. This month last year my takings were $xxx, this year for the same month they are $640. Can you imagine how that feels?

Are you a nice person, do you have a family, and do you like to feel happy? Please share a bit of goodwill and compassion.

And PLEASE for the love of god don't send me a horrible generic reply, if l get one l'm on the phone to consumer affairs as my next course of action.

Best regards, and please take the time to have a good think about how this is really upsetting people.

Gabbie

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Dear Sam,

Following to my previous reply, l have just purchased Lin's address and company details from the ASIC website. Sadly no phone number is included but l'm working on that.

Please tell Lin from Gabbie in Melbourne that l am not a pushover, and if my refund is not processed, l will be publishing the Dshop business address and details online in as many places as l can find.

I think our email exchange would make fascinating reading for future customers, so l will be posting it once a day for the next year, on every review site l can find online.
It will make a great lockdown project for me to do, and once Google gets hold of it, it will be so much easier for other customers to know how your customer service department works. I also think a blog is a great idea, and l can take submissions and reviews from other dissatisfied customers. Who knows, l could go viral and maybe even get a book deal!

I look forward to a positive resolution to my crap coffee table by 5pm tonight, otherwise my first post goes up tomorrow.

Extract from ASIC is attached, and they have other details l can buy too. This could be lots of fun!

Ps. L am so sorry for you that you are forced to work for such a crappy company.

Gabbie

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Michael (Dshop Help Desk)

Oct 14,2020, 7:29 PM GMT+10

Good Evening Gabbie,

Thank you for your reply.

I have read over your case and have noted that we have provided you with the option for replacement parts to be sent to you.

In the case of your item, it appears that the drawer side panels have shifted after you have tightened the cam nuts. You may find that if you loosen the fittings, insert the drawer base and retighten the fittings the item should assemble correctly.

If the above solution does not remedy the issue that you are having we are still happy to provide replacement parts.

As the issue that you have had is minor it is highly unlikely that we will be providing a refund in this circumstance.

Please note we do not accept customer-generated invoices requesting refunds.

Thank you so much for your time and patience.

Kind regards
Michael
Dshop customer service

WORST OF QUALITY, CUSTOMER SERVICE, UNRESPONSIVE CUSTOMER RELATIONS, NEVER BUY FROM DSHOP

WILL NEVER BUY AGAIN!

On the 3rd of June I have finally managed to order the rug I have been waiting months and months for (no exaggeration) to become available/be back in stock. I was so excited! I have even paid for toll delivery so I can track it along the way.

A few days later... I come home and there lays a rug that my husband accepted delivery for that looks NOTHING like the one I ordered!

I contacted Dshop right away to inform them and organise a return... and so it began...

4 weeks later and the nightmare continues. Lies, rubbish email correspondences, fake escalations and the list of frustration goes on and on.

More than 35 email correspondences, more than 10 phone calls to their so called "customer support" more than 4 conversations with their live chat... And still nothing! Nothing to put or at least ease my frustration.

I have been advised that the rug I've correctley ordered and paid for can't be shipped out to me until they confirm that the wrong rug (the one they delivered) gets collected first. I specifically took time off and changed my schedule so I can stay home for the courier to come. And nothing all day! No one showed up. No phone call or e-mail notification or an apology about what happened. I had to call Dshop myself to find out what had happened and they had no idea! My Lord after I had FINALLY made contact with them. They have agreed to organise another courier which took another week.

I was so fed up because at that point I really did expect them to say sorry, we will pick up the wrong rug and deliver the correct one on the same day... But hey. Not all dreams come true right! Ofcourse they didn't go that! Mind you. Their moto is Customer First! Yeah right!

So I wait another week and the courier came picked up the rug n left. Now time to finally get my rug! Far from it! It gets worse. I contacted DShop to inform them of the collection only to hear them say "sorry your rug is out of stock" and we can't ship it out to you"!

By that time I had actually run out of tears. Not only was I left rugless, put I have to wait another 3 weeks for it to become available again and then another week for Dshop to deliver it. That's assuming that they will actually place an order for me to get one, and deliver the right one this time.

I am sick and tired of what has happened! I want someone to help me get my rug! I want DSHOP to deliver my rug as well as give me back my money! I don't think I am asking for much in return at all! I mean nothing can compensate me or help me forget the horrific experience that I am still living till now. But they can at least offer the rug free of charge as an apology of what they are making me go through.

Who would have thought that a beautiful rug to own and recommend to friends could turn into a traumatic experience that no one at Dshop is willing to end.

Sad! Very sad!

Dshop you were a favourite. But enough is enough!

I want my rug to be delivered!

Ps I also suggest that you take off "customer first" moto from your website. Customers are too smart to believe this lie.

NEVER RECEIVED MY DESK! THEY WONT REFUND! THIS WEBSITE IS FULL OF $#*!! DO NOT BUY FROM THEM!

I ordered Luxe High Gloss Coffee Table from Dshop online.
http://www.dshop.com.au/buy/luxe-high-gloss-coffee-table/1003?utm_source=criteo&utm_medium=cpc&utm_campaign=lowerfunnel

The table looks great in the pictures and since it is priced at a respectable price I though it would be of good quality. When the table arrived:
1. It had build defects. Multiple marks in the paint.
2. Manual provided was in Chinese (mandarin?)
3. And the lower rack of the table which seems glossy in the display image is non-glossy.
4. But most importantly there are no slides with the drawers which would make pulling and pushing the drawer a not so good experience.

In general it had really poor build quality. A worthless screwdriver was included in the package. It required assembly but unlike Ikea products it had no pointers or marks to help decide where to fit the screw. The user is seemingly expected to be skilled at carpentry in order to assemble!

I decided to return the table. But I had a tough time with the support team. They offered a refund of $60 if I keep the table. But since the table was sub-standard I did not see any use keeping it.

I decided to return it. Dshop said I can return but I will have to provide for return shipping. This means that for a worthless item I end up paying to and fro. But this was the best option I could find so I opted for it.

Dshop provided a PO Box number to delivers to. Most of the couriers do not deliver to PO Boxes. I requested them for a different address and they provided one with no house/building number. Couriers asked for house number and Dshop said they do not have one (while other buildings on the street have).

It has now been 3 weeks since the courier has delivered the item and I am still waiting for my refund. I have sent multiple follow up emails to Dshop but they are not responding.

So to sum it up:
1. I paid for delivery of a worthless item (non-refundable)
2. Spent hours over emails with Dshop support
3. Paid and arranged for pick-up of the table for the return
4. Still have no clue when my money will be return

Please do not fall for their charming photos. They definitely photoshop them. They have the following hidden in their Return Policy:
Images on the website are for display purposes only. There may be slight variations.

Hope this helps other fellow buyers.