Tom Dixon Anmeldelser 

Spent nearly £4000 in the Tom Dixon shop on 8 pendant lights. Asked shop assistant how long for delivery, she said usually quite quickly.. only 5 arrived on a Wednesday, so called the company and spoke to customer service who apologised and emailed me confirming the remaining 3 pendants would be despatched on Thursday for next day delivery. Based on the email, I arranged electricians to be present om Friday to instal the lights and pendants. Called several times during the day. The customer service person said he would get back to me and after several exchanges said the courier company they used couldn’t get the remaining pendants to me till Monday. I said I had incurred costs having electricians in attendance all day based on his email and calls on friday. He then started telling me that their standard terms were up to 5 days delivery and that their
‘general advice’ was not to book electricians until the goods had been received. I said neither in the shop when ordering nor on the receipt was their any notification of the 5 days delivery and I had not been provided with the ‘general advice’ and his email advising Friday in any event would have superseded this. He acknowledged in an email that the receipt did not in fact state delivery time. I said that I only got the electricians in because of his email and that Tom Dixon would have to cover the cost of the electricians. He then asked me to send an invoice evidencing the cost of the electricians which when I did he sent an email saying their accounts department had checked and were unable to verify the company and the VAT registration!!!! I immediately provided the company details from the publicly available Companies House information and referred to a website which provided confirmation of VAT numbers. The problems were caused by Tom Dixon and as a consequence of their persistence in not dealing satisfactorily with the issue, and worse still questioning the validity of an invoice of relative small value without simple verification gives me grounds for taking action for legal recovery which I have advised them I intend to do. Poor customer services and poor accounts department ! Would have expected far better! Staff a real let down for the business!

What would you expect when you order from a 'premium' brand, with products costing in excess of a few thousand pounds?

You'd be naive to think that buying from an expensive 'premium' brand would bring a premium level of service. Tom Dixon has been a complete headache from the day I ordered from them.

I wanted to return one of the products I'd purchased, which has to go through a return to manufacturer authorisation process. It took numerous unanswered emails and multiple telephone calls to be given authorisation. Returns postage then has to be organised and paid for by the customer, which is expensive for large items. Tom Dixon doesn't have a preferential courier with discounted rates.

It's been nearly 2 weeks since I returned the product and over a month since they took payment. To this day I'm still chasing my refund for a significant sum of money, receiving no response from the team at Tom Dixon or the inadequate distribution service they're using in Birmingham.