Find a reputable business?

Complaints and Resolutions

Dimplex complaints

Read Complaints File Complaint View Full Report

1430 Royal Palm Beach Blvd.
Royal Palm Beach, FL 33411 | Get Directions

(855) 496-2591

https://www.dimplexstore.com/

File a complaint in less than 5 minutes!

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

File Complaint

Total Amount in Dispute:
$2,200.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Dimplex closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Dimplex

Sort by

1/13/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $2,200.00 Amount Settled: $0.00

Customer Complaint

12/19/2022

Ordered a Revillusion 30 inch firebox, along with trim, glass front & power cord on 11/1/22. Received 4 separate deliveries of products. Firebox delivered on 11/10/22. Upon unpacking & removing, was discovered that left side of front of firebox was dented. Immediately called Dimplex store.com. Referred to "warranty" dept. Was requested to send pictures of 4 sides of box, firebox. Sent them & also snapshots of text of FedEx delivery time (2:18 ) & log of phone call to dimpmexstore.com (2:28 PM). Was told 3-4 wks to process claim. When questioned as to why this needs to go thru warranty (it was received dented. Was packaged damaged. There was no damage to the box it came in). Following that conversation, I notified AMEX & filed a dispute. Charges were removed from my acct. Received letter from AMEX, stating it could take 4 wks or longer for resolution. Waited 4.5 weeks, having not heard anything. Contacted Dimplex store.com on 12/12/22 in progress. Told that since charges have been held, the process of resolution has been halted. That is their policy. Unless/until I allow AMEX to put thru charges, nothing further will happen. Contacted AMEX, was recommended to allow the process to play out, but if AMEX stated that charge may be applied by 2/6/23. Filed a complaint with BBB. Received call from Glen Dimplex of Ontario, Canada. They have no record of order by me, my phone #. They are not dimplexstore.com! They do not know how or who is selling their product thru Dimplex store Resolution Sought I want this product replaced OR they take this damaged product & all the accessories back & no charges for return.

Company Response

1/13/2023

We apologize for the inconvenience associated with your purchase and your experience. Please note, the term "warranty" is used a general term for the rare instances in which products we ship to our clients arrive damaged. Our original process has always been to create a "warranty" which will then initiate a conversation with the manufacturer of the products (Glen Dimplex of the Americas) as we are an authorized dealer for the Dimplex brand; not Dimplex directly. In line with our policy, once our clients file a dispute with their financial institution, we pause the "warranty" process. This is due to the client having both their funds (as financial institutions will refund the client their funds automatically while the dispute is ongoing) and the product in question. This is our standard policy for all clients and associated purchases. This was explained to Ms. Bly during a phone call with her from one of our team leaders, with in depth explanations of the above policies, as well as the assurance that once the dispute is lifted, the warranty process can resume and we would be able to continue our conversation with Glen Dimplex of the Americas to provide Ms. Bly with a replacement product for her damaged item. As mentioned in the above paragraphs, the warranty was filed with DimplexStore.com We are an authorized Dimplex dealer for their product line, located in South Florida. This information is clearly outlined on our website as well. In order to resolve the matter, we are sending Ms. Bly a replacement product at our cost to close out the situation.

Customer Rebuttal

1/13/2023

After several weeks of trying to get Dimplexstore.com to take the damaged product back, they have finally agreed. Damaged product was picked up by Fed Ex & returned, followed by 6 days later, a new, undamaged product delivered to me. Product is in working order & we are satisfied with with the outcome. Thank you for any & all assistance in making this happen.

First Name:

Last Name:

Email Address:

Password:

Are you: Male Female

Profile