Since 2010, I have placed 32 multiple orders with DX; usually receiving packages within 30 days. Some items came DOA but they were all well taken care of by CS. I got some replacements, some discounts and some converted to store credits.
But after 3rd Quarter of 2011, there was some weather change at DX. One drop-in module ordered in Sept 2011 was finally converted to store credits in April 2012. That was after several ding-ding-dong-dong with explanations and promises.
This my latest: Ordered a smartphone on Dec 21 2011. Opened a ticket on Feb 14 2012; CS assured me DX will re-stock in "two weeks' time". Closed ticket on Feb 17.
Three weeks later I opened another ticket(March 04). CS responded on March 19 indicating order is under packing. Shipped on March 22. Received my smartphone (finally) on April 9. Customs Department released it after I paid "Import Permit".
Opened a new ticket as some accessories were missing. CS responded on Apr 12 requesting for photo evidence. I replied same day and again DX asked for more info. I answered together with some more pictures of missing items and as of time of this writing,(>7 days already) DX has not responded.
DX is getting unreliably slower and slower as time goes by. However, I am not writing DX off completely as of now because they had been honest all this while. I have pushed the "pause" button, though. Lets wait and see.
I received a refund after two tickets. After cancelling my order I waited about 2 weeks until I opened the first ticket. First one was closed with the promise of refund after 7 days, after 14 days I opened another one. They said refund was issued and will take 7 days.. as they didnt close the ticket immediately, I responded that this was the second time they promised that.. few minutes after that, I received a "payment refunded" email from paypal.
Just stick to it and keep nagging them. They surely want to do business again and cant really afford to piss off customers..
I recently placed an order with registered air mail, lets see how that goes..
They are low on stock. If they have credit problems they can not get shipments from their suppliers. It could be that they are in a "Death Spiral" Just because they get alot of orders (low prices) does not mean they are making money. To operate they way they are is not very effient and therefore not profitable.
After 23 days with nothing happening with my order and after contacting CS I was told my "order will be expedited and to wait one more week. If nothing happens I should cancel it". WTF- if its expedited I would expect it to be posted. They don't have any confidence in their own staff.
I noticedthat recentlyinmany products "Typically ships in" time has been reduced from "4 to 7 days" to -> "2 to 4 days" I do not knowif thismeans something but a few of myfriendsrecently ordered some stuff andtheycamein lessthan a month !!! Couple of orders was split but still...
My last shipment got to me fast. I just ordered some 14500 batteries. If they get here fast, DD may have won me over a little bit. I might order my next light from them.
I think DX is improving. I recently had 2 orders in May (9th & 10th), I received my items on May 26 (Shipped May 11) & on May 23 (Shipped May 14). Not bad at all (at least to me). Though I cannot comment on my other orders that I have not received yet..... (keeping my fingers crossed, I hope I didn't speak too soon)
As for customer service, I have been quite "lucky" I guess, as they had been very helpful to me so far. In addition, they are also fast to offer me "store credit" if they made a mistake . I sincerely believed they are "trying"! Try to make use of their Live help if possible, I think it will save you lots of frustration.
To be fair to them, I think we should only "blame" them if it is not being "processed", once it's stated "shipped", I think they don't have much control (unless they own the post office ). I also noticed that if you have a tracking number for your order, it seems a bit faster (Read somewhere that you'll automatically get one if items are >US$20, I think). So I would say 2-3 weeks from the day it says "shipped" should be a good estimate.
I guess at the end of the day I would still recommend DX. Most importantly, my personal opinion is that with the power of Forums & Internet, I hope we can help each other find out Genuine/REAL business sites where they really want to do long term business and avoid falling prey to con-men /fake sites.