Had an issue with Dick Smith? Get a real response.
How to submit a complaint with Dick Smith
Dick Smith (now operated by Kogan.com) handles complaints primarily through its online Help Centre. Phone and email options exist, but response times vary — lodging your complaint online with your order number and evidence attached gives you the best chance of a timely resolution.
Help Centre (Recommended)
- Log into your Dick Smith account and submit a support request through the Dick Smith Help Centre.
- For formal complaints, use the dedicated complaints page.
- Include your order number, a clear description of the issue, and photographic evidence for faulty or damaged products.
Phone
- Call Dick Smith Customer Service on +61 3 9021 8050 during business hours.
- Have your order number ready before calling.
- Email the customer care team at commercial@dicksmith.com.au for general issues.
- Note: some customers report slow or no responses via email — the Help Centre is more reliable.
Post or In Person
- Postal: GPO Box 2579, Melbourne, Victoria 3001
- Physical: 136 Buckhurst Street, South Melbourne, Victoria 3205
- A formal written complaint to head office can be useful if online channels have not produced results.
Tip: Submit photographic evidence for faulty or damaged products within 3 days of delivery. Keep records of all communications — you will need them if you escalate.
Once you lodge a complaint, Dick Smith's Customer Care team reviews it through their ticketing system. Be aware that many customers report slow response times, so persistence and documentation matter.
- Initial acknowledgment: Timeframes vary. Multiple customers report waiting weeks for a first response.
- Faulty product assessment: Dick Smith will attempt troubleshooting first. If the product is confirmed faulty, they provide return instructions. Allow up to 10 business days after Dick Smith receives the returned item for assessment.
- Marketplace seller issues: For products sold by a Marketplace Seller, the seller is your first point of contact. If they have not resolved your issue within 3 working days, you can lodge a dispute escalation request via the link in your case correspondence, and Dick Smith will intervene.
- Communication: Primarily email-based through the Help Centre ticketing system. Check your spam folder if you have not received a response.
If your complaint involves a Dick Smith refund, expect the process to take additional time after the product assessment is complete.
Common complaints against Dick Smith
Dick Smith holds a 3.1/5 on Trustpilot (1,518 reviews) and 2.6/5 on ProductReview (2,978 reviews). These are the recurring Dick Smith complaints customers raise most often.
Unwanted "First" Membership Charges
- The most reported Dick Smith complaint. Customers are unknowingly enrolled in a "First" membership (also labelled "D SMITH MEMBERSHIP") through a pre-ticked checkbox during checkout offering "free shipping."
- After a free trial, automatic charges of $99–$129 per year appear on bank statements. Many customers do not realise they signed up.
- CHOICE awarded Kogan a 2023 Shonky Award for this practice, calling it a deceptive checkout tactic. This is a key Dick Smith unwanted subscription issue.
Shipping and Delivery Problems
- Customers report Dick Smith delivery problems including misleadingly low prices on out-of-stock items, dispatch delays exceeding a month, and poor delivery tracking.
- Products left in unsecured locations and missing delivery notifications are also common.
Poor Customer Service Responsiveness
- Emails go unanswered for weeks or months. Some customers report that Dick Smith customer service contact channels, including provided email addresses, do not function correctly.
- Reaching a human for resolution remains a persistent challenge across Dick Smith Kogan complaints.
Marketplace Seller Disputes
- Dick Smith operates a marketplace model where third-party sellers fulfil some orders. Customers report being bounced between Dick Smith and the seller, with neither accepting responsibility.
- This creates extended delays, particularly for faulty products and warranty claims.
Faulty Products and Refund Delays
- Customers report receiving faulty or damaged products and facing lengthy back-and-forth before getting replacements or refunds.
- Some customers have waited over 80 days for a refund after returning products — a common driver of Dick Smith refund process frustrations.
Dick Smith complaints submitted through Ajust
How other consumers Dick Smith complaints got resolved
Unwanted $129 Dick Smith First Membership Charge
A customer discovered $129 had been debited for a "First Benefits scheme" they never knowingly signed up for. The charge appeared without clear notification during the original purchase. Customers in similar situations have obtained refunds by contacting support to cancel, or by disputing the charge directly with their bank.
Tip: Check your bank statements after every Dick Smith purchase for unexpected "D SMITH MEMBERSHIP" charges.
Month-Long Shipping Delay with No Communication
A customer paid $127.95 for a product and was given a dispatch date one month later. When they tried to contact Dick Smith via the email in their confirmation, it did not work. Dick Smith responded to a public review and offered to escalate the issue.
Tip: If email fails, lodge your complaint through the Help Centre or call +61 3 9021 8050.
Wrong Product Sent Twice — 82-Day Refund Wait
A customer received the wrong item twice and waited 82 days for a refund after returning both incorrect products. The refund was eventually processed after persistent follow-up.
Tip: If a refund is not processed within 21 days, escalate to your state's Fair Trading office or the ACCC.
If your initial complaint has not been resolved, follow these Dick Smith complaint escalation steps.
Request Internal Escalation
- Ask Customer Care to escalate your complaint to a senior resolution officer or manager.
- Reference your case number and attach all prior communications.
Escalate Marketplace Disputes
- If a marketplace seller has not resolved your issue within 3 working days, use the dispute escalation link in your case correspondence.
- Dick Smith will then intervene to mediate between you and the seller.
Write to Head Office
- Send a formal complaint letter to GPO Box 2579, Melbourne, Victoria 3001 or visit 136 Buckhurst Street, South Melbourne, Victoria 3205.
- A written complaint creates a paper trail that strengthens any external escalation.
Dispute with Your Bank or Payment Provider
- If you have been charged for an unwanted subscription or have not received a refund, contact your bank to dispute the transaction.
- PayPal users can open a dispute through the PayPal Resolution Centre.
Lodge a Complaint with Fair Trading or the ACCC
- If Dick Smith has not resolved your issue after exhausting internal options, escalate externally (see regulatory information below).
- You can also lodge a formal complaint about Dick Smith through Ajust for additional support.
Post a Public Review
- Leaving a factual review on Trustpilot or ProductReview has prompted responses from Dick Smith's team, as the company monitors these platforms.
Dick Smith is an online retailer, so complaints fall under general Australian Consumer Law rather than an industry-specific ombudsman. If you need to know how to complain to Dick Smith through external channels, these bodies can help.
- ACCC (Australian Competition and Consumer Commission): Report a consumer issue if Dick Smith has engaged in misleading conduct, false pricing, or hidden subscription charges. The ACCC has previously taken enforcement action against Kogan for alleged misleading discount advertisements.
- State and Territory Fair Trading offices: Lodge a formal complaint and access mediation assistance. Contact your relevant office — NSW Fair Trading, VIC Consumer Affairs, QLD Office of Fair Trading, SA Consumer and Business Services, WA Consumer Protection, TAS Consumer Affairs, ACT Access Canberra, or NT Consumer Affairs.
- CHOICE: CHOICE has investigated Kogan/Dick Smith subscription practices and awarded Kogan a 2023 Shonky Award for its deceptive First membership checkout tactic.
- AFCA (Australian Financial Complaints Authority): If a bank or payment provider dispute arises from a Dick Smith transaction, AFCA may be able to assist.
- Dick Smith Returns & Refunds: Return your product — start a return or check the Dick Smith returns policy.
- Contact Customer Care Guide: Contacting Dick Smith Customer Care — overview of available support channels.
- Contact Us Page: Dick Smith Contact Us — general enquiries and support access.
- Guarantee & Return Policy: Dick Smith Guarantee — warranty and guarantee terms.
- Terms & Conditions: Dick Smith T&Cs — full terms of service.
- ACCC Consumer Help: Where to go for help — report issues under Australian Consumer Law.
Dick Smith Complaints FAQs
How do I cancel the Dick Smith First membership and get a refund for charges I did not agree to?
Dick Smith First membership charges can be cancelled by contacting Dick Smith Customer Care through the Help Centre and requesting cancellation and a refund. If Dick Smith does not process the refund, dispute the charge directly with your bank as an unauthorised transaction. Check your bank statements for entries labelled "D SMITH MEMBERSHIP" to identify any charges you may have missed.
Why is my Dick Smith refund taking so long and what can I do to speed it up?
Dick Smith refunds can take over 10 business days for product assessment alone, and some customers have waited more than 80 days for a full refund. To speed things up, follow up regularly through the Help Centre with your case number and keep written records of every interaction. If your Dick Smith refund has not been processed within 21 days of the returned item being received, escalate to your state Fair Trading office or the ACCC.
What should I do if a Dick Smith marketplace seller will not resolve my complaint?
Dick Smith marketplace seller disputes can be escalated after 3 working days of no resolution by using the dispute escalation link in your case correspondence. Dick Smith will then step in to mediate between you and the third-party seller. If that still does not work, lodge a complaint with your state Fair Trading office or contact Ajust for additional support.
Is Dick Smith the same as Kogan, and does that affect how my complaint is handled?
Dick Smith is owned and operated by Kogan.com, so complaints are handled through the same customer service infrastructure. This means Dick Smith complaints follow Kogan's support processes, including the Help Centre ticketing system and the same escalation pathways. Knowing this connection is useful because ACCC enforcement actions and CHOICE investigations into Kogan practices, such as the 2023 Shonky Award, also apply to Dick Smith.
You’ve done your part, now it’s time to hold Dick Smith accountable.
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