Store Dji
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An utter nightmare and very poor customer service
I was going on vacation and saw a promo of the new DJI Power 500 power bank on YouTube. I checked there shop and I advised the device would be with me before leaving. I immediately ordered the main unit and the 12v charger cable (£504 for both), i foolishly trusted the Youtube review and the brand DJI. That was my first mistake! Firstly the two items were being shipped separately! The cable first with DHL which I was promptly informed would arrive as per advertisement- remember I was time restricted. My sales portal stated both had been shipped but when looking at the main power 500 unit it was sat waiting to be handed to UPS. The UPS tracking advised they were waiting to receive the item. It obviously was not going to arrive in time for my departure which the unit was purchased for. Then the fun (NOT!) Really started. I contacted them on the day the item was advertised to arrive. It took 30mins to get through and, knowing it would be unlikely I would get this in the advertised time frame I asked for it to be cancelled. I was told the first of many lies at this point. I was told it was referred to the team as priority. I then decided to also cancel within my shopping portal. I also refused delivery of the cable needed to charge as it would be of no use without something to charge it with! I then contacted them via Chat. The 'people' at the other end simply followed a script so much so I actually asked if it was a chatbot. I asked about cancellation and when this would happen. I was informed it was of utmost importance and sorry for the inconvenience yadda., yadda. I asked again the same question and was told it had been escalated as a priority again! The next thing I received a notification from UPS that the delivery had been terminated. Shortly after I received another UPS notification with a different consignment number stating they had the parcel and it would be delivered the following day. So... no cancellation was acted on! In fact the portal still had the original consignment number. I contacted them again on the day the parcel was due to ask for my money back as I now did not have the charging cable to use with the unit.. they told me that the parcel was cancelled! I then advised them of the second notification and new consignment number and Doh! I, the customer was correct... I thought this was a technology company! This has never been reflected on my order in the portal! I insisted I want the refund today and was told I would have to refuse the delivery of the new consignment and wait for it to return, be inspected and a decision made regarding the refund. In total up to 11days! What if it is damaged on the return journey....? These liars could make anything up - they have shown a complete disregard for customer service and fabricated the truth around prioritisation. This is an issue DJI created but somehow, me, the customer is now having to chase for the refund. I have been told this is a priority! In short DO NOT buy from these cowboys. They lie and do not do as they are asked. I am still waiting for a response from them. I have advised I am seeking legal advice and will be contacting my credit card company. Update: 14th July 2024 (day 5 since cancelling online and by phone). DJI informed via phone call refund has already been acted on and will take 1-3days. DJI email on case stated the cable has been pre-refunded, (£45), whatever that means, and that they are awaiting a response from UPS on status of return and as soon as this is confirmed I will get a pre-refund against this item (£459). I have checked the UPS tracker and it clearly states refused and return to sender but then states that a re-delivery has been requested! Update 15th July: I decided to contact UPS myself by phone. I was instructed by DJI to refuse delivery and for return to sender, which i did. The device, being a lithium battery, was identified as being 'hazardous material' and DJI have not contracted with UPS for return of devices of this type. It is therefore sat in a distribution centre for re-delivery. I have had to accept it being delivered but will now need to request a returns label, which frankly feels like it will be equally as challenging. Update 16th July DJI 'customer support' ignoring me! This now feels like a case of fraud. This company really need to get their act together!