234 total
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.
Date of experience: February 21, 2024
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.
Date of experience: April 19, 2024
Ordered various things from Dictum over the years. For work and for personal use. I mainly order the woodworking tools. Great variety of tools available (if only I had endless funds!) The Japanese tool section is the best I’ve come across. Their own range planes are excellent quality and value for money. Would recommend. Bit slower than uk based companies but I can live with that. Overall excellent service and selection.
Date of experience: January 16, 2019
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.
Date of experience: March 05, 2024
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
Date of experience: July 21, 2022
Ordered several tools from them (japanese saws and chisels) and received maybe 3 emails the following days to let me know how to trace my order and when I would receive it.
Received everything within 3 days in a perfect packaging.
Awesome tools and premium quality.
...with a German friendly service as always !
PS: "Mehr Als-werkzeug" and "Dictum" are the same site.
Date of experience: September 12, 2014
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.
Date of experience: January 08, 2023
Perfect prices
Perfect shipment
And people so friendly and helpfull, that make me customer for life , they go above and beyond
Fully recomended
Date of experience: November 24, 2021
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!
Date of experience: August 18, 2023
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.
Date of experience: February 17, 2023
I received an order within a week, and it's great and I am satisfied
Date of experience: January 25, 2018
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
Date of experience: April 07, 2021
Product are great but due to an error on their side during payment they decided to 'terminate their business relationship with me', (their words). Lost my money too...
Date of experience: May 08, 2019
Trying to get the slightest bit of service from them after an error due to lacking communication on their part is like headbutting a brick wall.
Won't be returning.
Date of experience: May 31, 2020
I am disgusted with this company. I had a good experience with them in the past but recently they forgot to notify my about additional €100 payment to €175 order and don’t even bother to contact me. I will never ever order anything from them.
Date of experience: February 12, 2020
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.
Date of experience: December 21, 2021
Reply from Dictum
Dear Valued Customer, unfortunately we can neither agree with nor understand your complaint. You have received exactly what you ordered. We also cannot understand why you claim that you have not received a reply from us. Our lively email correspondence proves the contrary. Your shipment was sent by us via DHL Business Premium. We have no influence on whether DHL sometimes uses subcontractors abroad. Whether the delivery courier did not meet you in person is also beyond our control. You expect respectful treatment - in our opinion, this also includes not making false statements on review sites.
My order was held at the courier for over a week, due to an exception, apparently the packaging was damaged and the good was soaked wet. No customer service has approached me and up to this day my order is still not delivered and I have fully paid for the order.
DO NOT ORDER FROM DICTUM
Update: I had no clue when the replacement shipment will be delivered because they have not provided any information regarding the necessary reshipping arrangement to me.
Right after they said a replacement will be shipped the next day, I further inquire the shipping information as any customer will do. And then soon after, after much pressing hard on the issue with them, contrary to what they told me previously, the product is no longer in stock.
The only response I get is that I should wait until they inform me again when it will be available again...
So now I have decided to ask for a full refund for the purchase and delivery cost, and I hope they will inform me, fingers crossed, just unbelievable as if they do not hold any responsibility over the situation.
More than tools? No, definitely less than that.
Once again, very poor customer service, again and again, one excuse after another, giving out misleading information and lack of communication, so yes this will be my last purchase from DICTUM
Date of experience: January 08, 2021
Reply from Dictum
Your shipment was damaged by the parcel service provider during delivery. Unfortunately, due to the high workload of the parcel service providers, investigations in this regard take several days. Our customer service has offered to arrange a free re-shipment for you. If you have any further questions, please do not hesitate to contact our customer service via e-mail at info@dictum.com. You can also contact us by phone at +49 (0)9931 4058 902.
good prices - for items i ordered, best prices in EU
fast shipping
Date of experience: May 06, 2022
Reply from Dictum
Thank you for the great review!
Mein Top Shop für high-end Handwerkszeug.
Date of experience: December 10, 2023
