digiDirect Brisbane — Attraction in Brisbane City

I never ever deal with digidirect Brisbane again. They are such liars and didn't look after their customers at all.

I ordered 4 items(two lenses, video microphone & its accessory) on 30/Dec/2014 from digidirect Brisbane shop. When I ordered it, there was none of 4 items in stock and one of salespersons in the shop told me that it could take a month or a little longer because of holiday season delay. It made sense. So I ordered them and fully paid $3105.00 at the same day. I am not talking about pre-order with deposit. I paid it fully.

And then I waited and waited. When it passed more than one and half month, I started to call to digidirect Brisbane. Every time I rang them, they said there was none in stock and some other customers were also waiting for arriving their orders so you needed to wait more. That's all I heard. None of representatives of digidirect Brisbane expressed a genuine apology for the delay or even said just one simple word, "sorry". The only last person who spoke with me said sorry for the delay and would call me back within 30mins after checking when it would be arrived but he didn't call me back. He also suggested me that I could refund it. After three months waiting, the only suggestion was just "refund"??

I got three of them after two months waiting, which is on 27th Feb 2015. The funny thing is when one of representatives rang me to let me know they had my order in stock, he informed me that the only one item just arrived but when I went to the shop, I just asked them to check whether they have the other in stock and they found two of them were in stock!! How couldn't they know?

After sending the formal complaint letter to digidirect Brisbane about the three months delay, I waited for their response but no response at all. The next day my wife rang digidirect Brisbane and asked whether they have the item in stock and the guy instantly said to her that there is no stock and even Sony Australia doesn't have it in stock so we should wait 4-5 weeks more. After hung up the phone, I went to another camera shop and asked them whether they have the same lens in stock and the guy said to me they have plenty of them in stock. So I called Sony Australia whether they have the lens in stock and they said they also have plenty and can deliver it anywhere in Australia within 2 days!

How could digidirect Brisbane lie to me? I was very upset and went to the shop in Brisbane CBD and asked to see the manager. I was not angry because of such a delay but because of their poor customer service and dishonesty. I raised my voice and even the manager's attitude and reaction made me more angry. He kept trying to make excuse! When he and me were separated from the other digidirect staff, he even blamed the guy who talked to my wife. I don't believe that the guy lied to her without the manager's direction. Why didn't he accept what they did wrong and sincerely apologized? I requested him to give me the lens that I ordered right now and he took me to the next shop and paid it and gave it to me.

I never ever deal with digidirect again. I wanted to tell a full story about what I experienced with them but somehow I couldn't upload the full story. If you heard my full story, you couldn't agree with me more.

I would rather do business with CameraPro, Digital Camera Warehouse, Photo...

Placed an express order on July 1st. After receiving no shipping confirmation for over a week, I contacted customer support via both email and phone on July 8th to enquire about a refund. I was informed over the phone by a representative named Mark that the order had already been packed and would be collected by AusPost by the end of the day. It is now well beyond that point, and I have yet to receive any tracking information or updates.

Having worked in web dispatch and logistics management for over seven years, I find this level of disorganization unacceptable. It reflects poor implementation of operational processes by management and/or incompetent staff. If your business cannot reliably fulfil express orders, this service should not be offered in the first place.

What’s worse is being given misleading information. Telling a customer that an item is packed and ready for dispatch, when it clearly isn’t, is not only unprofessional, but also disrespectful. I do not understand the point of lying. Had staff simply given me the option of a prompt refund, given that an acceptable timeframe had already passed, or better yet done their job properly, I would not be writing this review.

The order remains unresolved, and after seeing the large number of other 1-star reviews regarding online orders, I've gone ahead and ordered the same item elsewhere. I have refrained from ever leaving a negative review, but this experience warrants one.

Avoid ordering online from this company at all costs, there are plenty of other online competitors that provide far better service such as: Camera House, Ted's Cameras, Digital Camera Warehouse, JB Hi-Fi and pretty much anywhere that is not affiliated with the digiDirect group.

Edit: I just got off the phone with another representative named Mary, who confirmed that the item is still sitting in the warehouse. Despite clearly stating that I was requesting a refund due to poor service and not because of the product, she asked whether I’d like to reconsider or exchange the item for something else. Seriously? This could possibly be the most tone-deaf responses I’ve ever received in a customer service interaction. It shows a complete lack of understanding of the issue and makes it clear how much this company prioritizes money over...

Never a good experience at DigiDirect.

In store the team are friendly, helpful and knowledgable. However, the business as a whole and the online store are so bad, it's like pulling teeth.

The online store is slow (very slow), hard to navigate and full of bugs. Even once you eventually get something into your cart, the problems don't stop. The website shows click and collect available for products at their stores and with a pick up time of 1 - 4 hours... This is not the case at all, and in my most recent experience they didn't even have stock in the warehouse and the lead time was "Unknown" - "Maybe Weeks". Even talking to the staff in store you get a sense that this is a common problem and something they don't have control over. Honestly, makes me feel bad for them, some customers who be so rude about it.

The last time I bought from Digi, I purchased a flash and within an hour the carry case stitching had broke. I took it back the same day and they informed me there was nothing they could do. The only way they could help is by taking the case, sending it back to Godox and waiting a week or two for a replacement... It just broke?! Figure it out, offer better customer service. Replace the product instantly, log a warranty with Godox, swap the cases when you receive the new one and put it back on the shelf. Or if the product had been used, strip a case out of a new flash, put the box aside, log the warranty and when it arrives in stock, put it back in the box and sell it. It's not hard to offer good customer service, having a policy of "not my problem" is not a good solution.

Honestly, every single time I deal with DigiDirect it hurts. I want to support local businesses and I prefer not to get things off Amazon, but there just aren't great alternatives. If the products are available at CameraPro, go there! It is a much better experience and if not just go in store, or buy off Amazon. At least then you know what you're getting and when...