Dick Smith - A Perfect example why they are failing

This post could be subtitled yet another complete customer service failure.

I went to the Dick Smith Electronics site on 31 Jan 2012 and ordered an EPSON WF545 Multifunction Colour Printer entered my PO Box knowing I would not be home to collect it. Everything looked fine.

02 Feb 2012 18:00 Received email Shipped with Star Track Express.

06 Feb 2012 09:00 Checked the tracking details - Onboard for delivery.

06 Feb 2012 16:00 got to PO Box nothing there.  

Checked Website on iPhone. Returned to Depot check address. I thought that can't be right, you can't find a Post Office?

Rang Star Track to be told

We Don't deliver to post office boxes

Gave them my address details and was then asked to wait, after a minute the woman came back and said

Under Dick Smith's rules we are not allowed to take your address this is classed as a redirection. You have to ring them and they'll ring us.

I ring Dick Smiths explain the issue and they take my details.  I am told

I'll contact Star Track now so it can be resent tomorrow morning.

My Phone conversations finished 16:10 pm

07 Feb 2010 09:00 the Track and trace details are as below

So here I sit being promised that the item will be delivered today and yet being quietly confident that yet another business is screwing its customers by not having some basic checks in place.

As a Software / Website  developer this is exactly the sort of thing I check for.

I'll let you know how I go.