Is my disastrous experience of dabs.ie a once-off ?

aidancoughlan

I've been really pissed off to the point of frustration from trying to deal with dabs.ie.... I've just spent 6 days trying to get them to respond to me after making an order which is stuck in "Security clearance" status at their end (even though I've supplied the info they requested immediately). In the meantime, I have made, and received orders online from both amazon.com and komplett.ie). From a quick search, it seems like this is normal practice for dabs. I've listed my experience & just sent it to dabs customer service as feedback, and posted it below.

Have I been unlucky, Is this is once-off, or is dabs known as a site to avoid ? Am I over reacting ?



From dabs.com website.....
From the help page "...Our aim is to resolve your query as quickly and efficiently as possible...."
Average wait time for chats (previous 28 days) : 10 minutes and 6 seconds
Average email response time: 17hours 23 minutes.

Hmmm.....I'm not sure why they advertise this.....try holding a "conversation" via email with them, @ a response time of 17 hours for every response, or even longer which is my experience below.


My recent experience with dabs.com (dabs.ie) website.....

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> to dabs.com
around 9:00pm on Wednesday 12 December
I made an order on the dabs.com website for around €600-€700 worth of componets, all of which were in stock and showing expected delivery 3-5 days. Plenty of time to deliver to Dublin before end of next week.

....... 4 working hours pass ...........
<

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from dabs.com
I received the following email from dabs on Thursday 13th @ 13:16 requesting my "Security details".
Please email the following details to webaccounts@dabs4work.ie
1) The address to which your credit/debit card is registered exactly
as shown on your statement. (See note below ***)
2) A landline telephone number on which you can be contacted during the day.
3) If you do not have a telephone line, then please tell us how you connect
to the internet including which internet service provider you have used
to place the order
4) Full confirmation of the delivery address including recipients name, company name
if applicable, and relationship with this address.

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> to dabs.com
I responded on Thursday 13th @ 15:28 (approx 2 hours, 12 minutes ) via email with the details requested.

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> to dabs.com
I responded on Friday 14 December 2007 13:31: with the following message (I have never received any response addressing this email to date,it has been ignored)
I've ordered some goods to build a PC for a christmas present... and the order is stuck in status of "Security Check - Awaiting your reply to our email".
I've read on some online forums that with dabs.ie this can go on for days.
I can't afford to wait - I've supplied the information requested via email (edit: around 2 hours after being asked)- can you check what the status is ?
If the items are not in Stock and your just waiting for stock please let me know - I'll cancel the item and pick it up elsewhere.
If I dont get a response today I'm afraid I'll probably have to cancel the order...
The order number is XXXXXXX

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> to dabs.com
I responded on Friday 14 December 2007 21:53: (after waiting all day Friday) with the following message. (I have never received any response addressing this email to date, it has been ignored)
http://www.boards.ie/vbulletin/showthread.php?t=2055060340
Am I going to be sorry I ordered from www.dabs.ie ? Does anybody care ?

---

> to dabs.com
I responded on Saturday 15 December 2007 20:39: (after waiting all day Saturday) with the following message. (I have never received any response addressing this email to date, it has been ignored)
Hi,
I sent the details requested below ** 3 days ago ** (last Thursday). Can you please confirm that there is somebody on the other end of this email address, and that the order items are in stock and can be dispatched on Monday or not ? I need to know if this order will be fulfilled in a timely manner - and will arrive in Dublin during next week,*so that I can make alternative arrangements if not.
best regards,
Aidan Coughlan.
ps. It might be worth passing the following links on to your customer service department, I'm getting worried reading about the dabs reputation for service. As an Internet company, a timely reply to emails is essential.
http://www.boards.ie/vbulletin/showthread.php?t=2055198398
http://www.boards.ie/vbulletin/showthread.php?t=2055060340
http://www.boards.ie/vbulletin/showthread.php?p=54646703
http://www.boards.ie/vbulletin/showthread.php?p=54622879


....... Almost 4 days have passed since I responded to the security request from dabs.com ...........

<

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from dabs.com
The next response from dabs was on Monday 17 December 2007 @ 11:26:19
Thank you for confirming your address.
Unfortunately we have been unable to authorise your order due to your card/contact address being incorrect. Can you please update your account and confirm once saved:
My Account
Login
S - Card holder address
S - Change main contact address
S - Change address
Enter post code to begin address search & select.
NOTE please ensure you attach the payment card to the 'new' address.

Note: The above email simply ignored my email of 14 December @ 13:31

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> to dabs.com
I responded on Monday 17 December 2007 11:48am: (after waiting all day Sunday) with the following message. (I have never received any response addressing this email to date, it has been ignored)
I've modified my main contact address to my own main cardholder address (which matches my credit card).
The **delivery** address is different - to be delivered to a different business address.
Can you please confirm (by email) ASAP to let me know how long it will take you to process this information and decide if you can ship the order. The absolute worst thing is no information - if I dont hear from you I'm left wondering if its going to be an hour or a week, and although I dont want to, I'll unfortunately be forced to cancel the order if its not confirmed today.


....... All the rest of Monday passes with no response ...........

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> to dabs.com
I responded on Monday 17 December 2007 22:32pm: (Monday night, after waiting all day Monday) with the following message. (I have never received any response addressing this email to date, it has been ignored)
Can you please respond to this email with a YES or NO. Will my order be delivered to Dublin by the end of*this week* - by Friday 17 December.?

Note: at this point, I sent the above email several times to any dabs.com addresses I could find by searching google on the web. (more about the kind of references I found on the web later!!). I sent it to "assistance"@dabs.com (these are the people who provide "assistance"), is5944_16707@is.instantservice.com (via the online "leave a message which we dont bother to return" thingy), webaccounts@dabs4work.ie (the people who emailed me looking for the security details), csmanager@dabs.com (customer service manager, who never bothered to reply - the email wasn't bounced so the email is still active), and a couple of other email addresses I could find on the web, including a supposed email address for the MD (didnt generate a response either).

Can you do anything to give me some decent feedback on this.... When time is at* premium, holding a 10 -minute conversation via email over several days is so frustrating....?

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> to dabs.com
On Tuesday morning probably around 9:45, I initiated an online "Chat" call (unfortunately on my employers time, which I dont like to do - but despite being a 24 * 7 "Internet only" channell, they've not taken the opportunity to provide customer service outside of normal office hours)
I initiated an online customer service "Chat" with dabs.com (I was "number 1" in the queue immediately on initiating it, and waited around 15 minutes watching the screen before I got a response from an operator).
I wish I saved the transcript... The end result was that they would process the order, but couldnt commit to delivering before christmas (there would have been plenty of time if they had processed the security information promptly).
I asked if they could ship it via courier at extra cost, and got the same reply "3-5 days".
This wont get it to Dublin by the end of the week, so , I asked them if I cancelled the order now online will I have to wait (maybe another 6 days?) before I see confirmation on the website that it is cancelled so that I can order elsewhere. The operator suggested it would be better for her to cancel it directly on the system at their end, which I am gratefull she did for me, and sent an email to confirm which arrived promptly (the website also updated within 5 minutes or so). I thanked here for cancelling the order, and asked if there was anywhere I could send some genuine feedback on my experience with dabs - she replied "assistance@dabs.com", and hung up the call. [End-of-session]

<

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from dabs.com
On Tuesday 18 December 2007 10:09:04 (during my online "chat" call), I received the following email from dabs.com (while I was on the customer service chat line)
Dear Customer,
Further to our livechat conversation.
I can confirm that the order has been canceled for you.# Regards
Customer Services
dabs4work.com



By contrast : My experience with komplett.ie....
First komplett.ie order (placed at the same time as the disastrous dabs.ie order above)

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> to Komplett.ie
On Wednesday 12 December @ around 9:00 (immediately after the order to dabs.ie) I made an order to komplett.ie
<

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from Komplett.ie
Like the dabs.ie order, I got an automated response email immediately.
<

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from Komplett.ie the following day Thursday@ 17:40
Komplett confirmed that the order had been shipped.
<

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from Komplett.ie on Monday
The items arrived at delivery address in Dublin.
I didn't have to chase them at all.
This order was made on komplett.ie at around the same time as the dabs order, was filled, shipped and arrived in Dublin while I meanwhile made about 5 attempts at communication with dabs.ie before I got a response !!!!!!
I also made an order to amazon.com on the same night which has also been confirmed,shipped, and delivered in the same timeframe.


Second komplett.ie order (to replace the dabs.ie order above)

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> to Komplett.ie
In an attempt to get the items to Dublin before the end of the week, I ordered (from Komplett) the same items as I had in the cancelled dabs.ie order (with one change) @ 18 December 2007 10:19:06
<

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from Komplett.ie
I got an automated response email immediately.

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> to Komplett.ie
18 December 2007 10:17:54
I realised my delivery address was missing the street name (this made it hard for them to deliver the first order, but they managed it - I though it was their mistake on the docket, but I just realised it was an error in my online profile)
Hi,
Immediately after placing order number XXXXXX, I modified the delivery address to include the street name "XXXXXXXXX"
The previous delivery reached this address OK with some delivery, but the street name will help a lot !!
Can you pls ensure that this new updated address is included on the*delivery dockets to help the courier? Ive already modified it online, but Im not sure if it will automatically follow to the order....
best regards,
Aidan.
<

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from Komplett.ie
18 December 2007 10:28:54 (AN EMAIL APPROXIMATELY 10 MINUTES LATER!!!!)
Dear Sir,
Thank you for your enquiry.
The order has not entered picking, so we have been able to change this order for you.
Best regards
Risteárd@Komplett

I've just checked the status of this order @ 22:00 Tuesday night & it is "Confirmed", with an expected delivery via DHL express of 1-2 days (I checked this extra cost option) .I have no doubt it will arrive in plenty of time.

Archytas

I dunno - I've had one or two bad experiences with dabs. But I've had the same with komplett... Online can often be a hit and miss thing but I have to say its been more good than bad with both.

awhir

ya dabs are crap the first time round but after you get over there secruity details they are fine ordered off them good few times and when ur account is fully acctivated they are quite fast.

Anti

Only bought of dabs twice and not a single problem. I found them quite quick and they didnt need my security details. <2 days for each delivery. But i do know alot of people that have had problems with them. It could be the fact that the department who look after the ireland orders are busy/badly trained/new staff etc etc. Or it could be a internal intermittend problem, like one of their smtp servers going down etc etc.

Hit and miss like said above. I havent known 1 site to provide 100% satisfaction. Not always from their own fault ofcourse.

RoyalMarine

i had the same problem with dell.

waited 1 week for them to send my laptop to me.
rang them up, and they said they want a copy of my credit card, copy of a bill to prove address and few other details.

told them where to stick it in the end.

i sent an e-mail complaining of this, and i got back a load of ****e.
so i rang dell customer service, demanded a call back from a manager.

i got one.
and he appologised and said that the agent told me this as they didnt have the parts in stock and didnt want to loose my sale.

since then, ive never had a problem.

IamMetaldave

I've bought off dabsatwork and never had a problem, fast delivery Etc... Seeing the OPs post would put me right off them though!!!

daveharnett

Thanks for sharing op. That's a pretty brutal experience. While I haven't had any major problems with dabs, and their prices are better than komplett, your story would put me off using them again.

astrofool

I used to use Dabs, but always had problems with them (cancelling orders, delivery to wrong address, among others). But the fact they are still operating means they have to be getting a majority of orders correct. If you buy enough online, you will always have at least one horrible experience, just as in shopping on the high street. You can deal with it much more quickly on the high street though

purifol

Dabs.ie are an absolute disgrace. Emails are not returned within any sort of reasonable timeframe (if at all and most are automated reply) but worse still is the stunning hypocrisy of their customer service i.e. none, they dont have any.

But it gets worse, the "Click to chat with a representative" is a complete charade ITS A BOT. It works using keywords
such as 'ORDER' 'STATUS' 'DELIVERY' 'DATE' 'RECEIPT'. You do not get to talk to a person, at all.

Archytas

Its not a bot. If you ask simple questions they get a script to answer it i.e. if you say when will "yada" be delivered - They click a button to ask order number. Once you give them that - they click another button and out pops the delivery date, and anything else. The person then decides what interesting stuff to tell you. If you ask a difficult question though it is actually a person that answers i.e. types the rest out.

This is the case in all of those instant service places.

However while telling you its not a bot... I still think its crap. The wait times are horrendous - 10mins, 15 mins, etc.

As long as you don't have problems you'll be fine...

Bicky

I am currently having trouble with them.
I cant log into my account even though i copy and paste the password they auto mailed me(ie my actual password)
I have been waiting ages for a reply to my mail.
Dont use them.
Dont use pixmania either. I have had bad dealings with them.
I have used komplett and overclockers and have been very happy with their reply times and customer service.
If word of mouth means anything then stay away from dabs and pixmania.

py2006

I had similar problems with my order stuck on security clearance or whatever for ages! I ordered something on the 12th and when I as assured that my transaction was now cleared for processing I replied asking if they could assure me that my order would arrive before christmas and I got no response at all. The order shipped yesterday (19th) I hope it arrives before xmas!

highlydebased

Tried Dabs several times. They would not accept credit card. No phone number at all, which is terrible. Especially for dealing with sensitive issues as such.

Whereas Komplett customer service seem to respond much much quicker etc

daveharnett

I emailed them anbout this yesterday:

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Subject: Support on the Irish site.

Hi There,
I just wanted to let you know that after reading this:
http://www.boards.ie/vbulletin/showthread.php?p=54691483#post54691483 I
won't be making purchaces from your site again any time soon.

While my experiences with your company have been mostly positive, I won't
support a company which ignores it's customers like this, or risk
similar treatment myself.

Regards,
Dave H

---

24 hours later, I got this reply:

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from<IS5944_16850@is.instantservice.com>
to <me>
subject RE: Support on the Irish site. (#8744-89109113-1305)

Dear customer,

Unfortunately we cannot offer any other information on the product other than listed in the specification on our website.

Apologies for any inconvenience this may cause.


Regards
customer services escalation team
dabs.com plc

---

Good to know their 'escalation team' is on the ball then:rolleyes:

Bicky

Sums it up nicely i think.

I am still waiting for a reply.

SwampThing

I've just recently bought a motherboard from dabs. I gave them a different delivery address from the billing address. I got a couple of e-mails over a two day period to confirm CC details and asking what my 'relationship' with the delivery address was (I responed it was my work address) and that was - goods delivered very quickly - no hassle.

Sounds like you were very unlucky. Absolute shocking lack of communication for an internet company with your order.

py2006

SwampThing wrote: »

I've just recently bought a motherboard from dabs. I gave them a different delivery address from the billing address. I got a couple of e-mails over a two day period to confirm CC details and asking what my 'relationship' with the delivery address was (I responed it was my work address) and that was - goods delivered very quickly - no hassle.

Sounds like you were very unlucky. Absolute shocking lack of communication for an internet company with your order.

How long were you waiting? I got an email from them saying my order was dispatched on Tuesday. It HAS to arrive on Monday!

cracker

I wouldn't bank on it. I am in the same boat. I ordered something on the 10th which was due in 1-2 days. I had to contact them 3 days later as this hadn't changed. They then said it wouldn't be in until 21st even though web site still had it listed as 1-2 days. I was in the middle of ammending my order that day when it changed to shipped and got an email to say it had been shipped, the 14th. But it didn't show up on the Parcel Force web site until the 18th and when I rang them they said that it would arrive within 48hours as it was under EURO48 service. They gave me the number of GLS-Ireland who are the local delivery agent but of course when ever I called them I was left on hold for ever. Finally showed up on Parcel Force web site as having arrived in Ireland last night. When I tried to ring GLS this morning got a voice mail to say they are closed until 2nd Jan. So an order I placed on 10 Dec which was due in stock in 1-2 days I MIGHT get on 2nd Jan. What a joke of a service.

py2006

cracker wrote: »

I wouldn't bank on it. I am in the same boat. I ordered something on the 10th which was due in 1-2 days. I had to contact them 3 days later as this hadn't changed. They then said it wouldn't be in until 21st even though web site still had it listed as 1-2 days. I was in the middle of ammending my order that day when it changed to shipped and got an email to say it had been shipped, the 14th. But it didn't show up on the Parcel Force web site until the 18th and when I rang them they said that it would arrive within 48hours as it was under EURO48 service. They gave me the number of GLS-Ireland who are the local delivery agent but of course when ever I called them I was left on hold for ever. Finally showed up on Parcel Force web site as having arrived in Ireland last night. When I tried to ring GLS this morning got a voice mail to say they are closed until 2nd Jan. So an order I placed on 10 Dec which was due in stock in 1-2 days I MIGHT get on 2nd Jan. What a joke of a service.

Ah crap! I just checked the parcel force sight and it says the same. Its a present for somebody too!

pdebarra

I've had the same issues as the OP, and many others - orders get stuck. It took over two weeks once to get something dispatched - using my mother's card to buy something on her behalf, and deliver it to her at the address registered on her credit card. Stalled completely, as I was using MY Dabs account. She cleared the transaction with the bank, and I confirmed with Dabs that it was all OK, but nothing happened. "Chatting with a rep" proved fruitless.

All I could do was cancel the order, and put it through on my card. Of course, that wouldn't work either, as I couldn't get them to deliver anything to the mother using my credit card, despite emails and calls to the bank.

The only way to sort it was to get it delivered to me: my card, my account, my address.


Komplett, on the other hand, I would rate 10 out of 10 for the two dozen orders I've placed with them in the past couple of years. Should there be a hitch, they inform me, and questions are answered by a human. And they have a phone number. I'd be inclined to avoid Dabs wherever possible - yes, they're cheaper at times, but you don't get the same service.

highlydebased

Unfortunately we cannot offer any other information on the product other than listed in the specification on our website.

I've gotten this from them before.

There were no specifics on a case on their site, apart from size and price.

Also somethin wrong if thats the reply they are sending you if yer telling them about their customer service..!!

SwampThing

Just had another successful transaction with dabs - a set of logitech speakers, delivered to my work address about 6 days from date of order.

So far, and I hope I'm not putting the mockers on things, my experience with dabs have been all good.

DirkVoodoo

I ordered an external HDD for a friend before christmas, there was no rush and the thing only arrived on january 3rd.

No real complaints with Dabs, I guess if you need something pronto then don;t use them, but the prices are very good.

newbusiness

I've been trying to order €900 worth of stuff (new PC parts, scanner etc) for weeks now.

First was their "Awaiting Security Check" on the credit card - fair enough I thought but after emailing them the requested info and having no response (except automated) for a week I gave up, canceled the order and replaced it using Paypal as the payment method.

No dice, same security check (despite confirmed address) but at least this time I got a human replying to email. Order moved to "Awaiting Processing".

This should only take a maximum of 2 hours (according to their website).

Six days later I'm still waiting.

So I tried their "Instant Service" customer service. Now I'm a patient guy, very patient so I waited the FULL HOUR it took to reach the head of the 4 person queue, only to have my chat session closed without so much as a "Hello" from the agent (log attached). I couldn't believe it.

I just after emailing them again.
I'll keep you updated...

[FONT=Arial, Helvetica, sans-serif]
Please wait while we find an agent to assist you...
If your query is relating to an Address Authorisation issue then please note we are unable to assist through this service.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.Currently experiencing network delays, one moment please....Network connection re-established.The next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 4 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieCurrently experiencing network delays, one moment please....Network connection re-established.The next available Agent will be with you in a moment.You are currently at position number 3 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 2 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 1 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 1 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 1 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 1 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.You are currently at position number 1 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAn agent will be with you in a moment. Thank you for your patience.You are currently at position number 1 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieThe next available Agent will be with you in a moment.You are currently at position number 1 in the queue.
Alternatively, you may email us with your enquiry to assistance@dabs.ieAll agents are currently busy. Please stand by.Currently experiencing network delays, one moment please....Network connection re-established.You are currently at position number 1 in the queue.
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highlydebased

Just bought a few bits off them, business paypal account, unconfirmed address. Arrived in 5 days.

LoLth

I ordered from dabs.com fine then I went and ordered after they opened the .ie section. My order was moved from .com to .ie without me requesting any form of change - I thought, well, thats nice an efficient. I was so wrong!

2 months of confirm this detail , confirm that detail, can you send us this detail again. I had successfully ordered a few months prior to this can they not check my details of my original account ? Eventually I ended up paying extra and bought the HDDs from komplett. was worth it as they arrived with no headache whatsoever.

Conar

You may have seen a thread I started on the Komplett forum mentioning that all of DABS prices were considerably cheaper.
Well I stand by that but I think it only fair that I start a thread mentioning how awful DABS delivery service is.

I have ordered twice off DABS in the last month.

The first was for memory which was in stock and ordered on December 19th.
They did not ship it until the 21st, the tracking number never worked until the 30th, and it didn't arrive until the 4th. Not including holidays and weekends thats 9 business days it took to arrive.
That was over Christmas though so I suppose it could be excused.

I put another order in on the 27th again for a few parts that were in stock but the did not ship it until January 2nd.
This delivery has still not arrived.
I waited in their stupid queue to speak to their web support agents for 30 minutes today and was told that their shipping takes up to 10 days and that its out of their control because its Royal Mail that do their deliveries.

DABS wrote:

Stuart (1289): Good afternoon, how may I help you?
Conor O'Cleary: Hi.
Conor O'Cleary: I'm just wondering what the delivery time is to Ireland
Stuart (1289): Standard delivery is 1-3 days from date of dispatch
Conor O'Cleary: My orders never seem to go smoothly
Conor O'Cleary: I ordered some parts on the 27th and they still have not arrived.
Conor O'Cleary: Nor have I received a tracking number.
Stuart (1289): Can I have the order number please?
Conor O'Cleary: But I did get a mail on the 2nd saying that they'd been shipped
Conor O'Cleary: 9686854
Stuart (1289): I shall just check this for you
Conor O'Cleary: cheers
Stuart (1289): Thank you for your patience. I've checked on this and your order was dispatched with Parcel Force with tracking EE421504628GB. I've been advised that this may take upto 10 days to be delivered.
Conor O'Cleary: Why up to 10 days?
Conor O'Cleary: I could walk from UK to Ireland in that time
Stuart (1289): I understand and do apologise for this. As this is being sent with Royal Mail we have limited control over the timescales

Anyway, bottom line is don't order from DABS if you want something quickly, don't order from Komplett if you want something cheap.

Surely there's someone out there that manages to pull off cheap prices and quick delivery????

Anti

Since dabs is a uk company i would assume most of their stock is in the uk somewhere. And i know first hand parcel force as a absolute sham to use, dosent matter which company ive ordered from the delay has always been the courier.

Also if you want a human responce from dabs dont message one of their scripted mail boxes. Use google and find the email address of one of their managers. It worked a treat when i had problems with scan.

Shiminay

I had an order with them before Christmas for my brother's new PC and it didn't show up till the 27th. This was Parcel Force's fault in fairness as I saw they'd dispatched in a farily reasonable time. They had banners up on the site saying there were vouchers going a begging if they failed to make Christmas delivery and I followed up on this and was answered within a day and told how to claim my voucher (which is actualy only valid till the end of this month, so it's a bit of a sham).

The whole thing left me somewhat disappointed, but I'm still inclined to give them another go when I have more stuff to order as they did work out being more than a small bit cheaper than Komplett.

Dingatron

I read the thread and had some reservations of ordering off them as a new customer. However their prices appear to be substantially cheaper than komplett
i.e. Corsair 620W PSU
Komplett €161
Dabs €111

Anyway I decided to go with dabs and created an account and ordered yesterday. Status of order went to Security Check and I immediately thought the worst. Checked the status this morning and it has gone to 'completed' now so looks good. I'll update this thread when I've taken delivery.

TerrorFirmer

Yeah I ordered from them yesterday - HD3870 with free Company of Heroes Opposing Fronts for 195 was way better then what Komplett could offer. Will see how I get on...

Krusty_Clown

I'm going through the same grief at the moment..
Appalling customer support.

My orders have been four days in 'awaiting processing' state, even though they have received my security details. I am saving about 100 quid, but if it has not changed status by Friday I will cancel (for a second time), and wait for price drops elsewhere (or see if I can get someone else to price-match).

cregser

newbusiness wrote: »

Please stand by.[/COLOR][/SIZE]Amelia (1285): Thank you for using this service. Goodbye.Thank you for using InstantService. You may now close this window.Your session has ended. You may now close this window.[/SIZE][/FONT]

What is it about the name Amelia that doesn't inspire confidence? I've dealt with non-english native london-based customer support before and the results can only be described as comical. Well, comical or infuriating.

I waited 12 hours after the order for the security check to happen.
Now waiting 10 hours for them to read my e-mail...

Solitaire

Here's another goody.

Ordered a new graphics card (last in stock, and a good deal), PSU and HDD off them on the 17th. Didn't expect them anytime soon as it was Xmas. Three weeks went by - still no sign. Checked my account, said the order had already been completed! Alarm bells started to ring.

Decided to get in contact with them. Only one problem - broadband went down again (Net1's been crazy this week, today especially!) By the time it was back up, my account had changed...

They'd RMA'd MY parts to THEMSELVES!!! :eek:

And they wanted to charge ME delivery for NOT doing business from them!! :mad:

€200 down the toilet. Sadly for Dabs, I consider that quite an amount of money and WILL go to war with them until they refund me every cent! And it'll hurt them - they think they can screw around home users because they're small fry, but I was ordering stuff in for personal use just as my company were making business accounts with them. Thanks to my heroic sacrifice I can assure Dabs they've just thrown away a crudload of regular trade - I would NOT want a client of ours getting stuck because of them, or indeed our firm being out of pocket getting caught in the crossfire. And I will not.

In a way you could say we dodged a bullet. And Dabs need to learn that screwing the little guys around will screw THEM in the long run.

I still want my €200 back though. :mad:

Dingatron

Update:
Ordered 8th Jan
Current Status 11 Jan:Order fully packed

Dingatron

Overall order with dabs went ok as a first time order I suppose. Problem is GLS as usual. If dabs had a An Post option I would be a lot happier.

2005 15/01/2008 16:17 Parcel in warehouse 2100
2256 15/01/2008 16:16 Incorrect address 2100
2011 15/01/2008 12:45 SINEAD Delivered 2100
2001 15/01/2008 7:44 Delivery Depot IB scan 2100
2010 15/01/2008 7:44 Van scan on del. vehicle 2100
1020 15/01/2008 0:39 NIF InBound scan 9007
1023 11/01/2008 22:53 NIF OutBound scan 9826

Dingatron

Got my order today so 9 days in total including 3 days with GLS. Not bad for first order so I'll use dabs again if I'm not in a major hurry. Saved €50 on one item so worth the wait.

Hugh

4 months later I can verify no it isn't a once off and it seems the staff are just looking at the same website you are. Absolute joke, I thought I could get by this waiting for your email uselessness by going paypal but no its same. I'm still waiting for it to change after being assured it would happen "ASAP" .... If its not changed by the morning I'm cancelling and thats them out of a load of future orders, their loss more than mine. It makes me so mad, they have my money but its just not being processed. I wonder what their complaints to orders ratio is.

Whatever you save by shopping at dabs.ie doesn't matter, they clearly saved on staffing making not worth it whatsoever.

My advice is stay well away!

snaps

Ive been a customer for many years with Dabs. I placed an order last friday and its stuck on a secruity check. Ive given them till lunchtime to sort this out today otherwise I will cancel my order and go elsewhere and never use them again. I cant get no proper reply of them just the customer chat thing which seems to be computerised and not human!

10.42 today: My email about cancelling my order seems to have worked! Order now completed and being packed. Perhaps I shouldnt hold my breath!

John mac

I ordered stuff (first time) last Thursday it arrived on monday. paid via paypal.

Dabs Manager

Hi,

I am trying to improve 3 things on dabs.ie and dabs4work.ie:

1. Credit and security turn-around time
2. Delivery issues
3. Customer Service


1. Historically there has been stringent security checking on dabs and this has forced orders to be manually checked.

The speed and accuracy of these checks is improving, we have introduced a faster turn-around service. Since mid-March credit vetting has improved and we will reply to all requests within 2 days.
If you have not received a prompt response please post here and I will escalate it. Alternatively please contact csmanager@dabs.com.


2. Today orders are either sent via Royal Mail or Parcelforce from the UK. Once they arrive in Ireland An Post, or GLS will deliver.
Should you have any issues with delivery, please contact:

GLS: http://www.gls-ireland.com/en/home/index.html or by phone on: 01-866200

GLS tracking: http://www.gls-group.eu/276-I-PORTAL-WEB/content/GLS/IE01/EN/5004.htm

We are also actively seeking new delivery partners to improve this service.


3. Customer Service

As with Credit checking we have improved customer service via our web-chat and hope to introduce a direct service number for our dabs4work.ie sites.
Again, please post here if you are not receiving good service and I will action it, or contact csmanager@dabs.com.


Best wishes,

Larry,

c0rn

Hi "Dabs Manager"

I can say that the chat service on the site is wonderful and the customer service agents are helpful and do the best to help you, I wish more sites had the same chat service.

BUT!
Even if the chat service is good this does not help the fact that it feels like the security checks go to far. I do like that there is security checks but trying for days just to get everything right is not good (order number 10264337).

I have worked with online services before (used to work for komplett.se) and have a good knowledge of how things should or shouldn't work.

Ok in my case there was problems with the credit card that was out of your control (and mine) and the money could not been taken from the card. I then added my Uk Maestro card and answered security question many times. I think that you check the statement address for security, I have my statements online and that means I do not have a statement address. In the end i canceled my order and after I canceled I still received mails about my order (see below).

Dear Customer

We have now actioned your email.
Subject to stock availability and payment your order will complete by close of business today.

A further email will be sent once we have tracking details, you can then use the track & trace facility online.

Thank you for your custom.
Regards

Feels like there is no control over things and that there is no communication between you teams.
Before I canceled I talked to a customer service rep. and she said that it is not possible for me to add a credit card other then uk/irish cards. This would mean that somebody like me that has moved to Ireland can not order anything the first year we live in Ireland. Where other sites take cards from other countries without any problems.

I do think that if issues like this could be solved in better ways then your site would be the number one site to order things from, because the site is easy to use, the prices are really good and the chat service is perfect. But having to cancel orders over frustration just means that I wont be back again even if the prices are better.

Conar

I never seem to have a problem with security on my card etc but I find the whole delivery process to be a joke.
Example order 9881211

It seems that DABS always take a few days to ship the item and then it always takes a long time to arrive....2 weeks I would say is average.
DABS also never mail me with a tracking number, I have to chase them for it.
If DABS would get up off their arses and sort out their logistics side then they would be Irelands IT supplier of choice IMO.
As it is, if I want something in a timely manner I have to spend more and order off someone more reliable.

Dabs Manager

Thanks for the detailed feedback c0rn.

I can only say that we are aware that our credit checking is sometimes too strict and we are working to improve it. I spent some time with the credit team, last week and they are working hard to process manual checks in about 8 hours.

I will forward on details of your specific case and see if they can learn anything from the experience.

Cheers,
Larry

Dabs Manager

Hi Conar,

We are aware that the final leg of delivery in Ireland can be a problem.
Please see my earlier post for moer details.

Larry

Conar

Dabs Manager wrote: »

Hi Conar,

We are aware that the final leg of delivery in Ireland can be a problem.
Please see my earlier post for moer details.

Larry

Thats true, but I'm also saying that it always takes a few days to leave your depot.
Take a look at your CUSTOMER PROMISE for example:

Dabs.ie wrote:

dabs.ie for speedy delivery and same day despatch

If your chosen product is in stock and payment for your order is approved, then provided you pass our security checks*, and place your order before our 7.30pm cut-off, we’ll despatch your goods the very same day**. Need your goods in a hurry? No problem - dabs.ie offers a range of delivery options, including next day delivery. You’ll be presented with all available delivery options for your order at the checkout. * A security check will take place on your first order and on any subsequent order which uses new or amended details. ** Weekdays only.

Thats a lie though.
I have never had Dabs post an item on the same day even though I never have security check issues.
Normally I have to chase them for a few days before they post with no reasonable explanations.
Also I should mention that your customer service staff are never apologetic about this, they always point out that its just not their fault.
I think most of us are quite forgiving about delays after it has left your depots, though we would like you to change to An Post or DHL as they seem to work, however there is no excuse for it always taking a few days to ship when your website clearly states same day dispatch as a promise.

Also, where is this next day delivery option that is mentioned. I only ever get one delivery option.

SwampThing

Larry,

It's refreshing to see a representative on here - it certainly gives the impression that our concerns are being heard.

A while ago, I sent a link to this thread to dabs.ie via the web feedback. I assumed it hit a black hole. I'm not for one minute suggesting I prompted this response or your participation - the point I'm making is dabs.ie appear to be listening to their customers and that can only be good.

Personally, I've had no difficulties with dabs.ie (touches wooden desk repeatedly) and while I was beginning to be concerned about future purchases, I think your participation here will put my mind somewhat at ease.

My 2c.

c0rn

Dabs Manager wrote: »

Thanks for the detailed feedback c0rn.

I can only say that we are aware that our credit checking is sometimes too strict and we are working to improve it. I spent some time with the credit team, last week and they are working hard to process manual checks in about 8 hours.

I will forward on details of your specific case and see if they can learn anything from the experience.

Cheers,
Larry

Hi Larry,

Feel free to contact me via email or pm for more details about this if needed. If this can help dabs (and in that way help the end customer) I wouldn't mind at all helping. As I wrote before I have been working with online services and customer service for many years (over 10 years now) and maybe could help out. The way it is now most people where I work want to stay away from dabs because I am not the first person that this has happend to. If this could change for the better it would benefit both dabs and us customers.

/Kenneth

snaps

Dabs Manager wrote: »

Thanks for the detailed feedback c0rn.

I can only say that we are aware that our credit checking is sometimes too strict and we are working to improve it. I spent some time with the credit team, last week and they are working hard to process manual checks in about 8 hours.

I will forward on details of your specific case and see if they can learn anything from the experience.

Cheers,
Larry

Why should regular customers suffer a credit check?

Biro

Just reading the posts there. I've used dabs.ie for the first time there last week, paid with paypal, order shipped I think same day, asked customer on-line representative about order tracking who explained the situation politely to me, and order arrived on Monday. So I'm a happy dabs customer.
Good to see a representative on here, it's very reassuring. I'll be using dabs again in the future, and hope not to encounter any bad experiences.

TerrorFirmer

Any chance of Laser being used as a method of payment on Dabs? For this reason, I use only Elara/Pixmania at the moment, Komplett don't offer it either but in general Dabs offer the best price out of the lot, but I just can't use them...