Dictum Reviews 316

The shipping company never delivered my order but registered it as delivered. As recipient I cannot instigate an investigation, this should be done by the sender: Dictum.
I have tried to contact Dictum several times via mail, their concact form and on phone to get assistance to find my shipment. No response to any of my written contact attempts and then when I talk to them, they tell me to send a mail.
Extremely poor customer service.

I wanted to return an order within the time frame of the return policy. The return label that was sent to me did not work. I went to 4 different BRT points and Poste points a they all told me there was something wrong with the barcode and the number , something they’ve never seen before. It was not my printer’s issue as I never had issues, but to be even more precise, I used the QRcode that Dictum provided. It didn’t work either. So I emailed the costumer service. No answer after a week. I emailed again. No answer after 2 weeks… I have never received any response. So basically I cannot return the item I paid for because there is no way to return it or get in contact with them!

Tool ordered Sunday evening, packed well and handed over to DHL Monday, arrived in Brussels Fri. All perfect, timing exactly as expected and a sensible price. I'm very happy

They indicate that they have stock, then you order and they charge your card. Then you don't hear anything for 4 days, ask what's happening, and the reply is that they ordered with their supplier and it would take 12 more days...

That's not a fair way to sell things...

A day later the order was cancelled because their supplier also ran out.

Please be honest about your stock upfront!

Only upside is quick email response times.

Thanks!

Spammers who don't care about other people's work and time. I heard from a friend that the quality of their products is terrible.

This was my second order with Dictum and probably last.
I have ordered set of 3 NEW Dictum planes mid December and I have received a package befor Christmas.
One of the planes was delivered unpacked and with multiple signs that it was used. I reported that to the company and I needed to wait 2 weeks with no response. After my second contact I was advised to send back the goods.
I send it back next day, shippmend arived to seller and after 1,5 week I was calling them to check whats the status of my order. I needed to call them extra 2 times before they send me back the order I payed almost month ago.
I would sugest contacting by phone as my emails needed minimum few days to respond...
Overall experience was very bad.

Second order, second time disappointed.

First I ordered a hand plane that had poorly machined chip breaker. I did spend a good day trying to fix it as Dictum customer support was ... not very helpful.

Now I ordered some exotic woods one of which was a snake wood blank. You would expect that for 30 eur 3x2x12cm blank you would get a really nice piece. But not with Dictum. I will be avoiding them

TL;DR: Dictum's customer support failed to address my concerns regarding a defective plane I received. Despite numerous emails and attachments detailing the issues, they consistently claimed not to receive them. After months of back-and-forth, they informed me that the replacement wouldn't be available until June due to stock issues. Their lack of communication and inability to fulfill their promises resulted in an unsatisfactory resolution.

Timeline of Interactions:

February 17, 2024: I initially contacted Dictum regarding the issues with the plane I received. I suggested a discount based on the items condition.
March 1, 2024: Dictum claimed they couldn't find my first email and requested pictures.
March 1, 2024: I resent the email with attached pictures as requested.
March 6, 2024: Dictum claimed they didn't receive the email with pictures, suggesting file size issues.
March 12, 2024: I provided a Google Drive link with the pictures.
March 13, 2024: Dictum finally acknowledged receipt of the pictures and requested a return.
March 15, 2024: I expressed concerns about returning the tool without a replacement and requested expedited shipping for a new one.
March 19, 2024: Dictum assured me they would send a replacement upon receiving the returned item.
April 3, 2024: I inquired about the status of the replacement.
April 5, 2024: Dictum confirmed receipt of the return and promised to send the replacement on Monday.
April 13, 2024: I asked for a tracking number for the replacement.
April 16, 2024: Dictum informed me that the replacement wouldn't be available until June due to stock issues.
April 17, 2024: I expressed dissatisfaction with the delay and requested compensation or an alternative solution.
April 19, 2024: Dictum refused to acknowledge any form of compensation for my bad experience and I ended up requesting a refund.

Through all of this Dictum has failed to give me any sorts of update on the case, leaving me to keep prompting them every few weeks.
Despite their promises and my patience, Dictum failed to provide a satisfactory resolution to the issue, leaving me frustrated and disappointed with their customer service.

I will no longer be shopping at Dictum, and would strongly recommend you to do the same.

I made 5 orders in the last 3 years and there were no mistakes. The prices are correct, the products are good, I strongly recommend Dictum.

I ordered two Veritas planes as my first order from Dictum. They arrived quickly. On arrival the low-angle jack plane had a small manufacturing defect and was returned at no extra cost. Customer service was excellent; a new jack plane was sent promptly and without question.

The most arrogant, poorly customer service focused company I have ever dealt with. Sent the wrong item and received no assistance in resolving the matter. Had to open a PayPal claim, in response to which they were so infuriated that they blocked my account - so in August this year (Your order A01231020277 at Dictum - 18.08.2023, 23:17) when I tried to order again, i wasn’t able to - children!

Dictum is Quality. Very happy. Top.

The worst customer service I ever see. How they will deal now with my problem is more than hilarious: They simply block my account on the site because I make a negative comment on Google.
This guys simply dont understand how a fair business work.

My first experience with this vendor has been entirely positive: the service was efficient, delivery tracking precise, the items arrived in Italy from Germany in less than 5 days. The plane is quite good, for a reasonable price, needing only the usual blade sharpening.

I have just had a second delivery of luthier tools and wood from Dictum. Everything was competitively priced, it was well packaged and very quickly dispatched.
The only problem is at the UK end where it takes a week to sort out customs charges and delivery thanks to stupid Brexit

good prices - for items i ordered, best prices in EU
fast shipping

My experience with Dictum is by far thé worst shopping experience I have ever had.

I placed an order for our school in October 2021, due to an error in the addressing system of Dictum the packages of the order were send to various wrong locations.
Tried to contact the customer service about this but either no one available spoke English or was able to help.
Eventually got into contact with someone via mail.

Instead of owning their mistakes and doing what is necessary to set things right, I was the one who picked up the wrongly sent packages or organised that packages were sent back to Dictum, hoping they'd return to the right location. (Dictum insisted that the package be sent back to them so they could send them back to us)

At one point it became a daily routine of mailing with Dictum, hoping there would come a clear answer on how this was going to be solved, but it never came.

At this time the order is still not settled yet:

- one item was cancelled by Dictum because (they claim) I never picked up the parcel at the postal office, even though I never got message about this package being sent or being delivered there.
Dictum believes it is my responsibility to investigate where things went wrong here.
Apart from this not being my mistake to fix, they've failed to answer my emails asking how I can do that if I don't know the parcel number, the date when it was sent or the location of where the package was sent to.

They have also failed to answer my question on whether they're going to pay back this cancelled item or reopen the order.

- A few other items that were available at the moment I placed the order last October, have now the status of being available at the earliest in June.
Asked for an explanation several times, but these also remained unanswered.

- Dictum claims an other package was sent and delivered, but we never received it.
They started an investigation with DHL. When asked for an update about this investigation, again: no answer.

When going trough the dozens of emails with Dictum I found out that an item of an order I placed in October 2020(!) is still not delivered yet.
When asked about this, you guessed it, no answer...

I am very sorry that this transaction is going so difficult because Dictum has an extensive range of good products, but the customer treatment is really disastrous.

I will keep you updated of the further progress...

Update: Shortly after dropping this review (coincidence?), I received an email that my case was going to be handled by another contact person. A few days later I received an email with apologies, all the answers to my questions and an apology voucher.
Let's now hope that the remaining products will be delivered soon.

Too bad about all the unnecessary time and stress that went into this, while this could have been avoided with some clear and basic communication. Thank you Mrs. Kessler.

I placed an order and paid for DHL "Business Premium" delivery to my home, but after being lost a first time my order was left at some "pickup" point where I had to send someone to pick it up (at my costs). Dictum never tried to help, nor even apologized. When I received my package I discovered that the piece of steel they sent me was too short. That was all a waste of time and money, Dictum could not care less and did not bother to answer me. Never order from Dictum: these people are not serious and have absolutely no respect for their customers.

Of course I lied, lied and lied again: I did not pay for DHL Business Premium but for onsite pick-up in Germany and it is by pure kindness that you shipped my order. DHL has been banging at my door for days and I did not let them in. Also the bar is exactly the size I ordered, it is my ruler which is wrong. By the way you provided immediate answers to all my emails, moved heaven and Earth to get my order to me as soon as I informed you that there was an issue, you apologized at every single opportunity. Dictum: you are a perfect company. Excuse me if I never order from you again and if I cannot recommend others to do so.

Perfect prices
Perfect shipment
And people so friendly and helpfull, that make me customer for life , they go above and beyond
Fully recomended

Not very happy with Dictum. I ordered three sharpening plates and recieved two of the same instead of three different. I was asked to return the wrongfully shipped stone and got the right one instead. However, throughout this process i felt like they didn’t believe me and not ONE single time did they apologize for their mistake. That is not ok. My order was delayed at least two weeks because of their mistake, so an apology would be in place. Most other companies I have had this experience with has apologized deeply and sent a gift of sorts.. This will probably be the last time I order something from Dictum