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Detailed information PriceSpy members have rated Dick Smith (3.00)
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  • 2017-01-04 - Pricespy changed the details of the company name and organization to Kogan Australia Pty Ltd 6002007.

  • Terrible
    I can't believe how slow online order delivery is to New Zealand. I suspect my item is on its way from Australia. Two weeks later and I still haven't received a Chromecast. Such a pain as they used to be really good before the new owners took over.
    6 months ago
  • 2016-05-28 - One year ago. User reviews before this time are not included in the rating.

  • Terrible
    Online orders will get cancelled for no valid reason, they take your money, tell you the order is cancelled for security reasons and then refund it 3-5 days later. My refund took 8 working days.
    I will never buy on line with them again.Awfull
    1 year ago
  • Terrible
    Fake stock, fake price.
    1 year ago
  • Terrible
    Awful experience. Bought Macbook Air online in a sale. Card transaction cancelled an hour or two after the transaction was completed online (never happened before or since). Did a manual transaction through call centre as suggested, paying by online banking. Computer supposedly lost by the courier so Dick Smith refused to complete the sale despite the item still being available online and in some stores, and offered me a refund which I reluctantly accepted. Now it's weeks later and I still haven't got my cash back, the call centre can't give me clear answers, and there is no one else I can find to contact. Now I'm getting hassled by the courier company directly to sign a form 'denying' delivery, so they can process Dick Smith's claim against them! I'm curently hundreds of dollars out of pocket with no idea of when or if I will get my money back.
    1 year ago
  • Very Poor
    Ordered some print cartridges online. I ordered and paid for the XL size but they delivered the standard size cartridges. I emailed back - no response. I filled out the online form - no response. I phoned but gave up after 20 minutes waiting to talk to someone. I phoned again and once I did get through was told that I would have to go into a physical store to get them changed even though their mistake or get a return courier but wait 2 weeks. No apology for the mistake. I gave up as the whole reason I ordered online and paid the shipping costs as difficult for me to get into a physical store. Will not order or probably use Dick Smith again.
    1 year ago
  • Terrible
    Online orders will get cancelled for no reason, they take your money, tell you the order is cancelled for security reasons and then refund it 3-5 days later...nice interest free loans for them. They run 'specials' on items that are out of stock (but show instock on the website) and offer something else, ie Bait and Switch. Terrible customer service.
    1 year ago
  • Terrible
    It was terrible. I would never use this service again.

    The shop assistant told me that if I bought on-line I could immediately just come in and collect the goods. I bought the product on this basis, knowing that I had to drive out of the city some hours later. Turns out, you can't just pick, up the goods after paying for it. I realise Dick Smith need to receive confirmation from the bank that the funds have been transferred, but the Dick Smith representative should not have represented that immediate pickup is available.

    I rung customer service to cancel the order, knowing that I would be unable to pick up the product before my departure.

    I called 4 times.
    1. The first was a 17 minute wait which I had to abandon due to work commitments.
    2. The second was a 22 minute wait which hung up unexpectedly as soon as the operator picked up.
    3. The third was a 22 minute wait which resulted in a conversation with an extremely unhelpful representative, with whom I got no where, and I never received the callback which she said she would get me. I therefore had to ring a fourth time. She also suggested I call the shop to talk to the staff there.
    4. The fourth time was another 20 minute wait - this time the operator was actually quite helpful, and I was informed that the product was ready (minutes before my departure time).

    Following on from operator 3's instructions, I called the shop assistant. He was also extremely unhelpful, hiding behind the phrase "How would I know, on-line is a different department".

    I would never ever use this service again. You have been warned.
    1 year ago
  • Terrible
    Bought an item via Click & Collect. I expect them to at least send you an email that they can't fulfil the order (shows they don't care about their customers). After more than 24 hours did not receive any info from the store so called them up. I was told there was no stock and there is no other option for me but a refund. 1 week.. countless minutes calling their call centre.. 2 weeks.. still no refund, so wasted countless minutes again to call their call centre.. 3 weeks.. still no refund, so wasted countless minutes again to call their call centre.. 4 weeks, and still no refund. Laid a dispute with credit card, refund after a few days. BUYERS BEWARE!
    1 year ago
  • Terrible
    Awful. Debited my card immediately then after a week with no change in the status of the order I call and they say "Oh. Sorry, no stock." followed by a slow refund. The worst part is I called a store and they said they have stock, but couldn't do anything because the stores and online were "completely different" and that they couldn't give me the same price that I had already paid because that sale had ended. Odd, the rampant incompetence remains constant, can't be that different. Bait advertising charges need to be set, they still have the item as purchasable on their website and seeing the other reviews on here tells me this isn't a rare occurrence.
    1 year ago
  • Terrible
    Having had a previous experience with my online order being cancelled after several days due to item not being in stock, I saw an item I wanted on sale this weekend, so not wanting to repeat my previous experience, I went down to the nearest branch (which had the item in stock) to buy it. I knew it was online price only, and most places I shop (eg Jb Hifi, Noel Leeming, etc) are happy to sell me an item they had advertised online which was cheaper than their in store price. But not Dick Smith! The salesman told me to go back, order it online, choose in-store pickup and then come in a few hours if I wanted at that price (WTF!).

    Fortunately, one of their competitors were more helpful. I went down to competitors store (a major national retail one), showed them the online price Dick Smith had, and they were more than happy to sell me at that price (It wasn't small difference either - the item normally sells for $200, DS was selling it for $120). This was one of the most ridiculous experience I've had - DS is not willing to selling me something at a price they have advertised on their OWN website, but others are. They really need to sort out their system.
    1 year ago
  • Good
    not very helpful but the computer is cheap enough, not thing to complain
    2 years ago
  • Excellent
    The order was delivered complete, as described and very promptly. It was ordered late sunday night and delivered first thing tuesday morning to an address that was not in a main North Island town.
    2 years ago
  • Terrible
    Never again.
    Ordered but never progressed past the You will be sent shipping confirmation stage.
    No response to emails.
    Decided to ring.
    Endless press 1 for this dept, 2 for that. None answered, phone timed out numerous times.
    Went to Sales, sales dude when he finally answered said he could not help and could not transfer me.
    After another 4 goes got the call centre who said she would cancel and refund in so many business days but could not email me confirmation of that.
    I finally put in a fraudulent Visa claim and finally got my refund.
    2 years ago
  • Terrible
    Made an order online which clearly shows the item in stock (I have a screenshot). After the order sat there unfilled for days I rang up only to find out that they don't have any in stock. Apparently it will be weeks before it will be sent. Cancelling my order and going to another vendor. Not a trusted online retailer - don't bother with them.
    2 years ago
  • Terrible
    Hi People,
    I got messed around by Dick Smith too, took my money and didn't send goods.
    Anyway, after much posting on their Facebook page finally one of their Head Office managers phoned up.
    I mentioned that there are dozens of others on this Pricespy forum in the same situation of being messed round and not getting any resolution.
    He gave me a personal undertaking that he would look at the postings on this forum and personally follow up and resolve any issues people are having here.
    This was a firm personal undertaking from a senior Dick Smith manager.
    So, if you are being messed around still please put a posting about it up on the Dick Smith NZ Facebook page. It will definitely get you a fast resolution to any problems you're having with DS.
    Good luck!
    2 years ago
  • Terrible
    Ordered an item from the website, which showed as being 4-6 weeks for delivery. Credit card billed immediately. Contacted via online form for update after 4 weeks. They responded but were unable to give an ETA. I asked again a week later, and suggested that they contact the supplier directly for a delivery date. I was advised that they "cannot access the supplier."

    I give DSE the benefit of the doubt and wait a further two weeks before ringing. After again being told that they cannot give an ETA, I was put on hold for about 5 minutes while the employee investigated. I was surprised to learn that the order had been cancelled 10 days earlier. I asked when I was going to be informed as my payment had not been refunded. He was "not sure", then proceeded to suggest that it was a security issue with my payment. I expressed my dissatisfaction with the overall incompetence and wished the chap a nice day.

    Very very disappointing result, and now I am waiting for the refund. Use DSE online at your peril!
    2 years ago
  • Good
    I'm a regular buyer from Dick Smith. Mostly online. I have had no real issues over many years and dozens of orders. When an item was out of stock last year I was offered a satisfactory substitute. I've had some pretty good bargain prices.
    2 years ago
  • Very Poor
    After reading the numerous terrible reviews of DSE online I decided to try contact them to see whether the 'limited stock' on the website actually meant the item was in stock or not.

    I emailed them with all details no reply, I messaged them on their Facebook page with very quick response that just said "We will check this for you" and haven't had a reply since. I then called them and the lady said she was going to check for me, to which she came back after being on hold saying that there is limited stock and she does not know whether there would be stock or not???

    I told her its pretty much a yes or no question, how could you not know whether there is stock or not?

    She said the only way would be to make a purchase and give it a try and they would refund me if there is no stock. I pretty much laughed and said sorry after reading all the reviews about terrible refund times and terrible email service there's no way I would consider doing that. There was an awkward silence and she asked me whether there is anything else she can help me with. I lol'd and told her to have a nice day.

    Thank you Pricespy community for the warnings!

    EDIT: oh and by the way, they finally replied to my email. Not that they were any more helpful... http://i.imgur.com/HazgPqK.png
    How can you not answer a simple yes or no do you have stock of x item question?
    2 years ago
  • Terrible
    Terrible and dodgy retailer. I purchased a bluetooth handsfree and pre-ordered the ps4 diablo 3 game online due to being the cheapest price and received a further $20 off discount offer. Waited for over 2 weeks with no response. After noticing my order had not moved even after the games release date, I phoned in and was told there was no known date of when they would have stock. Had to get a refund (still waiting). Feels like they don't want to honor their listed prices!

    Every other retailer seems to have the game in stock yet DSE dont. They should have known this early on and yet they priced their game the lowest on pricespy knowingly baiting people!

    Such poor customer service and on top of that their call center is very unprofessional. The rep appeared to be giggling to someone every few minutes while looking at my issue! WTF!

    Didn't even compensate me for the troubles. On top of that, they said they will do an express refund for my purchase within 1-3 working days but its been almost 2 weeks now and I'm still waiting for a refund! Definitely the worst retailer I have dealt with in a long time!
    2 years ago
  • Terrible
    Damn, should have read reviews here first, didn't even think of it when ordering from the website of a reputable brand. Laptop was in stock when I went to order it, no problems. Ordered from the website (free shipping, $60 off retail price - otherwise I would have gone into store), and I get an email saying purchase confirmed. 20 mins later, get another one saying purchase cancelled (despite the charge actually going through). After ringing the next morning & being disconnected 6 times, I finally get through to speak with someone from the Australian contact centre with VERY patchy reception. They couldn't say what the 'security issues' were on my credit card - I have used it dozens of times for online purchases in the past no issues. Now I come here to find it's going to take ages to get my refund. Not happy.
    Update - Called my bank, there were no issues with the charge at all, so I called back Dick Smith and told them it was BS. They are putting through an 'express refund' so we will see how long that takes.
    2 years ago
  • Terrible
    has cancelled my order twice due to the security issues, its been a week and still waiting for my refund.
    2 years ago
  • Terrible
    Bought an item while on sale. A week later I get a refund with no explanation. Email DSE, who tell me they had no stock so refunded me, yet the item is on their website, in stock, with the price back up.
    2 years ago
  • Terrible
    Same as below, ordered a PS4, only to be told that there was an error in pricing, and that I would be refunded in 3-5 days, after misleading on their site, not emailing an apology until a day later AFTER they had taken my money.

    Not to mention their online email help service doenst work.

    Do yourself a favour, stay away from DSE at all costs. They will take your money and RUN.
    2 years ago
  • Very Poor
    I ordered a PS4 online from them, they acknowledged my order, took my money and then emailed me 4 days later telling me that they had stuffed up their pricing on the website and were refunding my money. I doubt they have even heard of misleading advertising and what their obligations to their consumers are...

    They haven't heard of the Consumer Guarantees Act or the Fair Trading Act and don't seem to care as all their call centre operators are based in Australia
    2 years ago
  • Very Poor
    Update: Another order cancelled this time using a Visa Debit Card. Do not order from Dick Smith online

    I have never had an issue with the physical stores, but Dick Smith's Online Customer call centre is terrible. When the order goes fine, it's fine but we things go wrong they're terrible to deal with. My order was cancelled because their third party security provider went on overkill cancelling numerous genuine orders that had past the major banks security checks. I had to ring twice becuase the first person gave me misinformation - blaming the problem on my bank - who I then had to call. And I shouldn't have had to call them at all as their email states they would attempt to call me before cancelling the order (which never happened).

    The first time I called I was on hold for 15 minutes (not an exaggeration) as "the next to be answered", the second time it was 20 minutes before someone answered. I even tried going to one of their physical stores and the staff told me they couldn't bypass the call centre and even they advised against ordering online if you can avoid it. (Their own staff!)

    The staff at the call centre seem poorly trained, the call centre proned to technical problems (a great look for an electronics store), instead of fixing problems the staff appear to suggest impracticle and uncompetitive work-arounds to various problems.

    Update: Another order cancelled this time using a Visa Debit Card. Do not order from Dick Smith online
    2 years ago
  • Acceptable
    Most of the times the staff can't answer my questions or they are just what the name suggests. Some stars for the rare ones that are capable of helping me and sometimes good prices.
    2 years ago
  • Terrible
    Yep worst customer experience for me so far (including the Telcos !).

    Ordered a product and then cancelled 10 min later. They confirmed was cancelled. Then they shipped the product and charged my cc anyway.

    Have spend 10 days trying to get them to pick up. Wasted many hours talking to people in the Philippines who seem to have no idea what is going on. They have just told me this will be another 5 days for the pick up and then 5 days for the refund !

    NEVER buy any thing online from them. The Stores are fine !

    These guys won't stand a chance against Amazon who really do understand customer service.
    3 years ago
  • Terrible
    Dick Smith is the WORST to deal with. Placed an online order for a new TV the deducted the payment amount from my credit card only to receive an email 5 minutes later to say the order was cancelled. Tried to call the call centre (opening hour supposedly from 8:30am) at 945 am to get an automated message asking to call back in office hours. When I called back at 10 30 I was told DSE rejected my payment based on my card failing a "security clearance" - so if it failed why DID YOU TAKE MY MONEY ! They said the money would be back in 3-5 working days. WTF
    3 years ago
  • Terrible
    Very poor customer service and there is no guarantee that their items are not physically damaged. I bought a Toshiba laptop last year and after a month the screen got cracked due to a slight pressure. Even if it is in the guarantee period there was no guarantee for physical damage. So it was a hard time with them in dealing with assessment and repair.
    3 years ago
  • Terrible
    DSE would be the worst company that we have ever dealt with as far as customer service is concerned. We purchased a TomTom GPS (TomTom would be equally as bad as DSE.) To cut a long story short, TomTom were unable to renew the "Live Traffic" service despite us paying for it. They were unable to remedy the problem which is amazing in itself, and in the end we demanded a refund. As the unit was only 12 months old, we tried to contact DSE to sort out the problem as it was now "Not Fit For Purpose" and as such was in breach of the Consumer Guarantees Act. DSE would not contact us other than sending automatic email receipt acknowledgements. We tried to contact DSE Australia, and they were just as bad. In the end we went onto the DSE Facebook page where we outlaid our complaint. Amazingly the response was nearly instant looking promising finally. "WRONG". Since the initial contact, we have had no further communication from DSE, so we are going to file with the commerce commission, and disputes tribunal. If you want to see how bad DSE are, check out their FaceBook page. Absolutely disgusting.
    3 years ago
  • Excellent
    I've generally had excellent experiences with DSE in-store and online. Have bought multiple things off them (phone, HDD, electronic components, cables) from a variety of stores with no real problem to date.

    Prices are occasionally very competitive which is good....but one needs to look out for these.

    While this is not a personal experience, I've seen that customer service for returns can get quite nasty in store.
    3 years ago
  • Terrible
    Dick Smith these years have been an awful company, they have appalling customer support and their policies are rubbish compared to pre-2006, if you want a price match, tough luck, they won't price match anything, they also do not care about the customer whatsoever even going to the point of rejecting manufacturer faults with a game I bought, I walked out of the store accidentally not being shown the disk and opened it upon my drive home and realized there was a huge stain INSIDE the CD obviously meaning this disk was damaged, I arrived back at the store and they reject it saying once it's sold, it's not covered.

    I believe it is for your own good to avoid Dick Smith at all cost for any expensive technology or games as they are an awful business.
    3 years ago
  • Perfect
    Awesome
    3 years ago
  • Perfect
    No problems here - picked up a cellphone last week and was in stock and ready to be collected as required. RealitysCalling, you are nuts. Who would spend $4k on anything without doing some research first?
    3 years ago
  • Terrible
    Absolute worst online buying experiences ever.....and that includes the time I bought a boat on TradeMe with a hole in it.Bought 6 things from them on different occasions,3 were cancelled AFTER being verified and money taken out and 1 was faulty and didn't last a week,but because it was Xmas period took 2 months to settle.Get it from instore if you really want it,or if you don't mind your money going on holiday without you - roll the dice.Sorry Dick,I did try to give you the benefit of doubt but 1 out of 6 is just not Techspert worthy.
    3 years ago
  • Poor
    Still waiting 3 weeks later for tv I ordered, rang today, they said they would find out why and ring back today. Still Haven't heard
    3 years ago
  • Terrible
    Bought a WD TV Live on Friday 28.0613 using the online option. Website clearly states that delivery/dispatch time is 1-2 working days. The following Monday I called customer support, on my invoice it states the customer support line is open 9am-6pm, Monday to Friday.

    Turns out it closes at 5pm. So I sent an email. By Thursday, I still had not heard back so I went into a store to see if they could help get through. They said just email!. Next, the store worker said "oh, they probably haven't gotten around to sending your goods or replying to your email because they are busy." Translation - Dick Smith are woefully understaffed to handle their online order system.

    Further to this is the fact that any online orders place between Friday and Sunday do not dispatch until the following Tuesday. This is not only annoying, but it is just plain weird. Have cancelled my order and will be buying from someone else.

    In parallel with the feedback from many many other posters on this forum, do not be fooled by the 'Inventory' status of Dick Smith products.
    3 years ago
  • Poor
    Ordered a printer from their website using the "pick up"option.

    Went down a couple of hours later. The guy behind the counter looked at me as if I was mad when I told him I was there to pick up my printer.

    Explained what I wanted. He went off to look for it. Didn't come back for about 5 minutes to tell me he couldn't find it. He said "oh I hope our stock numbers aren't wrong".

    Went off again to try to find one. Came back and said there didn't appear to be any in the store and told me I could have the display one. I agreed because I didn't really have any other option and I needed the printer.

    I asked if it had a box to which he replied "erm ... no"

    I received a hefty discount of $5 off the price...YAY!

    Not impressed.
    4 years ago
  • Barely acceptable
    Im of two minds when it comes to DSE, for a small (cheap) purchase, fine, use them but for anything over $100, be wary, very wary.

    I purchased an external hard drive from them which came with a 3yr warranty. It failed a few months before the warranty expired, so figured Id contact DSE to arrange repair/replacement.
    No chance.
    Because I had no invoice, they refused to assist. I argued that they would be able to do a search by the serial number. I was informed that they do not record the serial numbers of ANYTHING they sell except cellphones.

    They refused to help any further so I binned the drive - wasnt worth me sending to the manufacturer (Approx $60 shipping - new drive is only $120 with new warranty)

    DSE is the first retailer I have come across who do not record the serial numbers of their electronic goods sold. So be wary.
    4 years ago
  • Terrible
    Terrible service and advice. Bought a camera after pricespy research. Camera didn't take pics when button pressed, lag of about a second. Took camera back for refund. Got passed around three staff. Tested. They admitted it was a problem. Still no refund. After 10 min argument I was offered a gift voucher. I was refused a refund. Told to come back the next day to talk to overall manager. Did so. Finally got a grudging refund in bad grace.

    Since then I have checked and think I'm within my rights under NZ law: http://www.consumeraffairs.govt.nz/for-consumers/law/consumer-guarantees-act

    Bad advice. Bad service. Made to feel terrible for what I think is a reasonable expectation (that cam should take pic immediately when button is pressed).
    5 years ago ( Updated: 4 years ago )
  • Terrible
    We bought an expensive weather station from Dick Smith. We had problems with it and tried to get it sorted through them. Although they are able to reprint receipts they decided not to so we ended up not being able to claim through the warranty. Now we have a $340 weather La Crosse station that no longer works and is less than 6 months old. Service from this retailer is POOR and they do not stand behind the products they sell. Find somewhere else to buy from.
    4 years ago
  • Terrible
    Purchased a 40" tv from them online at the beginning of their Boxing day sale (Christmas day). 2 1/2 weeks later they cancel the order and refund to my credit card because their warehouse has them on backorder. New stock was in their stores as that model was available again for online reservation and collection instore. Price raised of course. No offer was ever made to ship when available, just emails from Australia advising outright cancellation of the order.
    Quoting their CEO "According to Nick Abboud, the new CEO of Dick Smith, Australia and New Zealand, the days of Boxing Day queues are over. "We understand that shopping behaviour is changing, and we want to offer customers the best sales shopping experience this year," he says. "We don't want customers to have to wait until Boxing Day, which is why we have discounts across a whole range of products, going live online, from 6pm Christmas Eve.""
    I cant trust their online shopping and they have lost me as a customer for all future purchases, online and instore. Dont beat the rush, dont get free delivery NZ wide, go somewhere that will stand by their offers and deals.
    4 years ago
  • Terrible
    Totally waste my time to order an iMac by their online
    A guy from Australia asked to check my ID. But when I tried to comply to his request, even his email address and their sales email address are untouchable. And then DS has not interest to settle my order but to cancel it, and asked me to order again at a more expensive price.
    I found I was misled by this company. Won't recommend anyone to order online from DS.
    4 years ago
  • Very good
    Great website, Good prices.
    4 years ago
  • Decent
    Always found dick smiths have very competitive pricing and helpful staff with at least one member specializing in a product
    4 years ago
  • Perfect
    I've Bought many products online and in store, some great deals to be had. Customer service in my experience has always been good. I surprised at their low overall rating.

    I think many people get a Bee in their bonnet and rating systems lose their significance, Trademe springs to mind.
    4 years ago
  • Excellent
    actually these guys are quite good.
    the price may be a bit higher than what you can find online, but if they advertise a product, it's usually the same price in the store. Staff is very helpful and ready to help
    4 years ago
  • Very good
    Not sure why people keep giving DS bad feedbacks, I always take great advice from those guys. I do not buy from them most of the time simply because DS has an issue with "matching the price" you find anywhere else... they're losing business but some of the staff in there is extremely knowledgeable and helpful
    4 years ago
  • Terrible
    I had two problems with this company in the same week. I believe in both of these incidences Dick Smith acted unlawfully.

    1. I got them to hold a router for me. I got the router home only to find that it was secondhand. Zero indication was given that it was preowned and I paid full price for the item. It also seems their return (con) process is pretty sloppy, too, seeing as the router still had settings configured by the previous owner.

    2. I have a device with that died after 2 months. It has a 2 year warranty so I took it back to them to send back to the manufacturer. They refused because I didn't have a receipt. Firstly, they should have my details on record, second they can just look up the damn S/N to know that it's still under warranty and was sold by them. I couldn't be bother dealing with their idiocy anymore, so I phoned the manufacturer support and sent it back myself.

    Just avoid the company at all given chances.
    4 years ago
  • Poor
    the real problem with dick smith is that they dropped what they were known for....fuses, kits, hobby electrical etc etc and decided they wanted to jump in with the tv sales etc etc.

    so now the money i would have spent at my local dick smith goes to jaycar who are further away.

    occasionally Dick Smith has a good deal on, however they will not pricematch....this day and age you have to or people will stop seeing you as an option when hunting down things...and lets face it, kiwis love to hunt.

    not quite a hobby store, not quite a full electronics store, not quite an av store, not quite software store.......and not really the techsperts!

    sorry guys figure out your strength and stick to it.
    4 years ago