DASH Water
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Terrible customer service and terrible delivery partner
To start with, I get an email from Fedex saying my delivery is coming 21/06/24. Great! Then on the 21st I thought to look and see if there was any more information on the tracking and realised that by the looks of it, the item hadn't been received by Fedex yet so was definitely not going to come that day. Not so great, but I didn't think it was a big deal as I wasn't desperate for the item and had realised before I'd waited in all day. The next update is on 24/06/23 that it is coming that day, which I wasn't home for and was left no card to indicate a delivery attempt. That night I tried to go on Fedex website as I was not going to be home during the day till Thursday, so wanted to rearrange for then. Fedex website is just a nightmare to use, it kept telling me there were no delivery options available for my item and if you try to ring them it's a robot that tells you only the account holder can speak to an advisor. And giving the robot my tracking number just advised that the item was coming on the already past 21st June! Similarly, their livechat was also a robot with no way to speak to a person. I tried using two different computers, the app, various browsers etc all to try to find a way to arrange a redelivery that didn't end in an error message or being told there were no options but had no luck, so I reached out to Dash customer service. I assumed as the account holder they would be able to speak to fedex and arrange redelivery for a day I'd be home, but sadly that does not appear to be something they do. In fact, after I explained the situation and that I needed delivery after Thursday their advisor bizarrely advised your item is being delivered today, which was Tuesday, and that was their entire email. No acknowledgement of the fact the literal problem I contacted was that the delivery was coming that day! Inevitably the second attempt failed, they did leave a card this time which wasn't filled out and advised me to scan the barcode, which when scanned told me wasn't linked to any item so was completely useless! I received an email that the final attempt would be the next day (Wednesday) and while I continued to email wish Dash they offered me no help in stopping this even though I wouldn't be home and it would mean the item would be returned to sender. Then today on Thursday Dash emailed me saying my item was coming today. Hooray! They had (or so I thought) finally reached out to Fedex! Well I was a bit sceptical when I checked the tracking and could see it still said going back to sender so asked them if they were sure it would be delivered that day, but at this point they stopped replying to emails. So I gamely waited in all day on the chance they were telling the truth and of course the item did not arrive. No idea if I'll ever get my money back or the item, or what will happen now. From my experience with them so far I imagine it's going to be an absolute nightmare and go on for weeks if not months. Please avoid this company at all costs. The product is not worth the hassle.