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AU Direct Service Feedback Needed

  • BunchOfFives Tuesday, December 24, 2013 9:34 PM Reply
    Well, I made an order on the 14th of December, hoping the 5-7. Day delivery would be sweet so I could have gifts to give on Xmas eve. Then I noticed a lot of complaints in the forums and I started to get nervous. However, I'm happy to report that my entire shipment, minus 2 items that just happened to be non-essentials anyway, arrived right on time this afternoon and we were able to have all our plans go smoothly!
    I was really pleased with the items and the delivery, tracking etc. Thanks for coming through in my hour of need!
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  • JimmyChickens Sunday, February 9, 2014 9:00 PM Reply
    $40 minimum spend for the free toll delivery is a challenge. Really need to see this get down to $20 (or even $30). Delivery needs to be free for prices to be competitive but asking a customer to spend almost $50 per order is hard to sell.
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  • Sureal_1 Sunday, February 16, 2014 7:35 AM Reply
    Are you Serious ?? - Frankly! Not good enough ....

    I have been a customer of DX for some 5 years and mostly a satisfied one.
    but the AU DIRECT mob are a bit on the nose i think. In future im inclined to order from HK.

    After nearly 3 weeks my order from DX AU never arrived so investigate and I find this obscure email in my inbox.

    Date: Thu, 13 Feb 2014 13:56:01 +0800
    From: [email protected]
    To: xxxx @hotmail.com
    Subject: Order cancellation
    Dear customer,
    We’re very sorry to inform you that one sku xxxx9629 xxxx2351 of your order 14012413201xxxxxx were cancelled due to out of stock for long time.
    We will refund the money to your paypal or credit account in 1 to 10 days , you can go to check your paypal or credit account at that time.
    We would like to give a free coupon to you as our sincerely apologize for the inconvenience.

    Coupon Code: oCOxxxx
    Date: 2014.02.13 -2014.03.13
    Coupon Value:2
    Minimum Order: 40
    AU Direct

    ~~~I reply -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
    [email protected]
    Attention [email protected] - Who ever you are
    Subject: Order cancellation - Frankly! Not good enough
    I deduced from the order and SKU numbers that you represent DX - AU DIRECT and that this email refers to an order i placed some 2-3 weeks ago.

    I have waited over 2 weeks for this order and have received nothing and no correspondence until I found this erroneous. and obscure, Email from a seemingly generic gmail account. with no reference to DXAU at all
    Hence it was ignored until I went to investigate what happened to my order.

    The email doesn't even identify what organisation you represent. ?
    nor does it provide a contact person to address any concerns to. ?

    I note that the item - sku 961132351 is still showing as "available" on the DX AU web site despite your indication that its out of stock. I also note that it is on your clearance list with 20% off even

    Why does it take you 10 days to refund my payment? You could have done it as easily as write me the email below. and you dont even identify where the refund will go, leaving me to go hunting though my accounts,

    I note the DX site shows me credits worth $3.10 but it doesnt indicate any rational or relation to compensation and provides no easily accessible means to claim it. when i look at my order the cancelled items have been removed from the order list. rather than listed as cancelled. or unfilled due to stocking issues.

    Also on your site. when i tryes to find a suplimentary product I see it indicates that delivery is free but then your check out adds $10 for shipping.

    Frankly = the whole experience with DX AU direct has been unreliable, and dodgy as hell,

    I find your apology and offer of compensation grossly insufficient.
    You offer me a coupon with "value 2" no explanation what the hell is that ?
    on the dx site I see I have $3.10 in credits is that the "2 value" ?
    very poor customer communication.
    and I still haven't received the one remaining item that you have supposedly shipped a week ago.

    So Much for AU DIRECT -
    If this is an indication of the level service we can expect from DX AU direct, I think it will be my first and last interaction.

    regards Sureal_1

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  • MugenNexus Friday, February 28, 2014 10:01 AM Reply
    aud.dx.com checkout cannot use store credit from dx.com

    Please fix this ASAP! Cheers!
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  • danlee74 Monday, August 13, 2018 7:26 AM Reply

    I didnt received my package at all, Custom took my package, I would like my refund thanks, the package the package come from china, to Australia. Custom seized my package..sent me aletter, which i sent you guys asking if this package go through custom, you guys said YES that you would have no problems with customs since i did not get my package i still want my refund back thanks,

    ORDER: 150915001067429527

    Australian custom told me to get refund back from you since i did not get my ordered item

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  • Alisa-Deng @DX Staff @DX Staff Thursday, August 16, 2018 7:59 PM Reply

    Hello @danlee74

    Sorry to inform. you that unfortunately I can not help you about this problem. Since the package was shipped more than 6 months ago, the shipping agency does not assume responsibility for packages shipped more than 6 months ago. I hope you can understand. Please contact us within three months, next time. Thank you.

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