elham soleimani
Google
Disappointed with Order Cancellation and Customer Service Experience
I had a disappointing experience with David Jones after purchasing the S8 PRO Ultra Robot Vacuum and Mop Cleaner (white, SKU: 25959133) through their online store on April 13, 2025.
I placed the order and completed payment without issue, only to receive an email the next day stating that my order was canceled due to the item being damaged and undeliverable. What surprised me was that, at the time of purchase, there were more than 12 units shown in stock.
To make matters worse, I noticed that shortly after my order was canceled, the item remained available online but at a much lower discount—30% off instead of the nearly 50% discount I had received. This raised concerns that my order may have been canceled not due to damage, but because of the deep discount applied to it.
I contacted customer service to explain the situation and pointed out that the item was still available on the website. My concerns were dismissed, and shortly after my chat with support, the product listing disappeared entirely.
Despite clearly stating that I was happy to wait for a restock and preferred to receive the product rather than a refund, my request was not honored even as a loyal customers for more than 8 years. Instead, I received a refund, which I did not ask for or agree to.
Now, more than two months later, I’m still left frustrated and disappointed. I feel that my rights as a consumer were ignored and the level of service fell far below what I expect from a reputable brand like David Jones. I had hoped for transparency, accountability, and a resolution that valued customer loyalty which was ignored.
Ellie
