Lies on the Dabs customer service website?

I don't normally get annoyed enough that I actually feel compelled into putting pen to paper, or fingers to keys to write about my experience, however Dabs have annoyed me so much over the last week that I simply have to rant.

I'm sure we will talk more about it over the coming weeks but on Monday we had someone new join Distilled. The previous Wednesday I placed an order with Dabs for a computer, extra graphics card and two monitors, paying via Google checkout. This was ordered with next day delivery.

Not long after I received an email asking me to send details verifying my address details (we have just moved office, again). I replied to the email and **received a Dabs auto reply confirming they had my email**.

The following day, no computer. To cut a very long (and I'll admit, not particularly interesting) story short, I'll skip the next couple of days where the only replies I got to email were stock answers saying they hadn't received the information they asked for. I never did get a reply to the email where I forwarded my previous reply, along with the confirmation they sent me.. Funny that.

So fast forward to Monday, still no computer. I went to the dabs site and finally found the dabs live chat via the website (you have to click on one of the stock questions before you get a link).

I chatted with Derek 1017 for a while. He gave me a couple of stock answer basically saying he couldn't help with any of my questions.

I pointed out no-one had replied to my email since Thursday, which lead to this interesting response:

> They have advised us this morning that they are currently responding to emails from Thursday 3/7/08.

Nothing odd in that except that the website states the average email response time for the last 24 hours was 6 hours 11 minutes. Lies, lies, lies....

Dabs, you are liars

I'm happy to announce I cancelled the order, and there will have to be a very good reason for me to ever trust Dabs again. I can honestly say that was the worst customer service I have ever experienced. I don't normally mind email only customer services, but 4 days to reply to email.. You are having a laugh.

Get blog posts via email

About the author
Duncan Morris

Duncan Morris

Duncan founded Distilled with Will in 2005. Duncan was CEO of Distilled for just over 5 years before he handed the reins to Will in 2014. Duncan is now Chairman, a non-executive role that, amongst...   read more