Dictum Reviews 

Fast and super good service. High end products - what's not to like

Well comunicated regarding status. Quality priduct at a fair price

Quick and effective response from the helpdesk. Excellent!

I am so tired of this company. The parcels sent was so poorly packaged so the content got lost twice. After the second complaint the customer service has vanished from the planet.No answers, no help.I have never been treated in this way before!

Main item didn't arrived, €190 express shipping wasted, zero communication

Unfortunately my experience with Dictum has been poor this year, and customer service is currently at a very low level. If you have the choose, pick different online shop.

This is the second order this year that has gone wrong. With my previous order I had a major problem too — no information whatsoever about very long delays, and no contact from Dictum at any point.

This time the problems repeated. The main item I ordered, the Schröckenfux® »Pinzgauer« Scythe (variant 714127), simply didn't arrive - and again there was zero communication from Dictum about it!!

Because of the non-standard size of this product, I wasn't able to choose any delivery option other than express, which cost me an extra €150. That turned out to be completely pointless, since the item wasn't delivered at all and now shows on the website as unavailable. I received no notice before shipping and still have no information about whether or when the item will be sent.

Paying a €190 premium for express delivery of an item that never came is a sad joke. I expected far better, and right now I can't recommend ordering from Dictum :(

Had only good experience with dictum until 2025 and their customer service was responsive. My experience in 2026 is terrible. The info email never responds. The online chat bot creates tickets, which may or may not be adressed. Finally i am waiting for a refund for over a month. The chatbot says it has access to refund information. Now emails to info are responded to by some AI chatbot. Response says if you need someone to look at your email, you need to resend the email, and then a ticket is opened. A reminder email will put your ticket to end of the queue.
Hopeless !
Lost my money and not doing business with them again.
Its sad because they have a good range of tools including their own brand, which is surprisingly good.

Up until recently I had good experiences with Dictum - I suspect because I have so far not had to deal with their "support".

Recently I wanted to redeem two gift vouchers in one order, but the website would not accept the second voucher (only saying an error occurred). This meant I had to split my order, and thus pay for shipping twice, rather than having free shipping with the original larger order.

Because of this I tried to contact support, asking them to merge the orders and reimburse the shipping costs.

The only way to "contact" support, is via a chat bot. This apparently created a ticket with my request, and I received an email saying I would hear from someone within 48 hours. 20 Days later I have yet to hear a single word - very disappointing.

Furthermore, any attempt to contact customer support, via an email address or the AI chatbot, results in me being told to be patient, and if I resubmit the ticket it will go to the back of the "queue" - very frustrating.

It's a great shame, because they offer some unique products that are not easily available elsewhere. The orders themselves arrived very quickly. However, if you suspect you may have to deal with their support, then I would now recommend to steer clear.

Excellent Sink Bridge, may be the best.
Very fast and perfect delivery.
I'm very happy with purchase in DICTUM.

Good fast delivery of goods, sadly let down by such terrible customer service.
I ordered pen turning kits from Dictum, most companies supply or let's you download the instructions for these kits. With Dictum you have to email them.
10 days ago I emailed asking for said instructions for 2 kits, and still I've had no reply to a simple request.
The email system is set up so if you do send a request , you can't send another or it puts you to the back of the queue, so now I'm stuck with kits with no instructions!
I was considering buying a new lathe through Dictum, but with such non existent customer service, I will be shopping elsewhere.
Terrible way to treat paying customers.

I ordered a violin chinrest which proved defective as the feet were not aligned and it would not fit properly onto the violin.

I submitted a return request and received the return shipping label which I used to ship the item back, which according to the tracking number Dictum received a few days later.

Since then, I have not heard any news and have certainly not been reimbursed. All my numerous requests on the status of the return (no. 51620, attached to order no. A01262136980) have gone unanswered, whether by submitting a ticket through their virtual assistant Kai or by emailing them.

They say that "review sites like Trustpilot, are not suitable channels for submitting complaints or claims", but quite frankly, after being ignored for a whole month, they have left me no choice!

Buyer beware!

EDIT 21/05/2026: Dictum has replied with the following:

"Dictum GmbH is currently undergoing insolvency proceedings with the objective of restructuring the company economically to ensure its long-term viability. For this phase, the competent court appointed a provisional insolvency administrator on April 27 to ensure that both ongoing operations and the handling of outstanding claims, particularly from customers, are conducted in accordance with applicable legal provisions.

As a result, unfortunately, claims arising from the period before April 27 cannot currently be paid. This is monitored and ensured by the provisional insolvency administrator. These claims are being recorded and will be satisfied at a later date in accordance with insolvency law regulations.

This also affects your credit balance – but don't worry!

We have already registered your claim and forwarded it to the insolvency administration. In July, you will receive a letter informing you of the next steps and how you can properly assert your claim.

We understand that this situation is unsatisfactory for you as an affected customer. However, unfortunately, under current applicable law, there is currently no way for us to proceed differently. We ask for your understanding in this regard."

I made an order on the 31st of march and completed the payment on the same day with the information they provided. We are now one month further and I have not received anything. Not even a confirmation of my payment, or info on the order being processed. I contacted them two times, one time through the website, and one time through email. But unfortunately they haven't replied to any of them. I'm feeling really upset when I see that customer service does answer on reviews here. How are you going to solve this Dictum? What steps do I have to take to get my order, or my money back?

ordered a few times - delivey is a bit slow, but all in all i am satisfied

I placed an order on 9th April totalling around €400. Since then I have heard nothing and the order is still showing as "open" and has not been shipped . I have received no response to an email I sent to their customer services chasing this either. I am a loyal customer of theirs for over 20 years, and this experience has made me think that maybe I will need to purchase elsewhere. Update 1/5/26.... since Dictum saying "they are reviewing the matter internally" still had zero replies from them by email and my order STILL showing as open and not dispatched.

I purchased a €289 grinder on February 5th, N. order: A01262117767 . The product arrived on February 11th, but it had dangerous electrical leaks (shocks during use). I returned it on February 19th, and the package was delivered to Dictum on February 27th.
From that moment on, an ordeal began:
I waited the standard timeframe without hearing anything.
Over the phone (on April 2nd), I was told that the refund was "processing."
As of today, mid-April, I have not received anything.
On the last call, they justified themselves by citing a "technical error," asking me to wait even longer.
It is unacceptable to withhold a customer's money for more than 45 days after receiving a return, especially for a defective and potentially dangerous power tool. I paid via instant bank transfer (so they processed the payment immediately), but a refund seems like a pipe dream.
I strongly advise against purchasing from this site unless you want to risk losing your money in the event of technical problems or returns. I hope this review helps me resolve my situation.

Thank you for your reply, but I must correct your statement.

Despite your assurance that the refund was "initiated" on April 16th, to date I have not received the amount due in my account. Considering the two-month wait since the return was submitted, I find this further discrepancy unacceptable.
I would like to inform you that, given the nature of the matter and the ongoing silence, I have already instructed my lawyer to protect my rights and take the necessary legal action to recover the debt.

I await objective confirmation (transfer receipt) and the actual credit within the next 24 hours before proceeding further.

Disastrous customer service. You order, you receive broken equipment, and you never get a response. Avoid at all costs; there are plenty of other websites where you can order that are much better.

Delayed delivery and very poor communication with a hint of arrogance which I will bear in mind should I consider visiting their homepage again

The quality and choice of the products are very good. Customer service and delivery time are terrible.
When I contacted them per e-mail, they answered (if they answer) in 3-5 days.
When I purchased an order, I received it in 7-10 days.
Even when I called them on the phone number in their store in Berlin, I received a lazy answer like "yes we will do this the next week, today is Friday and we don't work on Fridays" ...

I made an order for over 1.000 euro and paid upfront. One month after I do not have the goods or any information. The customer support is not responding at all to my emails. Calls not answered (waiting on the line for a long time without success).
Avoid this company.

Ordered yacht varnish on 9 November via their Italian website which clearly stated "Articolo disponibile, tempo di consegna circa 2-3 giorni lavorativi" - available stock, delivery in 2-3 working days.
The Italian website creates the impression of an Italian company with local stock. In reality, Dictum is German-based and ships from Germany with much longer delivery times.
After ordering on Sunday 9 Nov, the parcel only shipped from Germany on 12 Nov and DHL now estimates delivery 18 Nov - 6 days late and more than double the promised timeframe.
We're yacht owners doing time-critical winter maintenance in Italy with a fixed departure date. We specifically chose Dictum based on their delivery promise. This delay means we cannot complete essential maintenance work.
Their customer service email promised response "within 5 days" - completely unacceptable for e-commerce in 2025.
This is deceptive trade practice. Their Italian website deliberately misrepresents delivery capabilities to capture orders they cannot fulfill on time. Had they been honest about shipping from Germany, we would never have ordered.
We've cancelled the order, disputed the charge, and will purchase from a reputable supplier in the Netherlands.
Avoid Dictum unless you have unlimited time to wait and don't mind being misled about delivery timeframes.

Siobhan is very helpful, friendly and professional. You are made to feel extremely welcome. All the staff are excellent, helpful, cheerful and professional. Come and visit, you won't be disappointed. The food and service is excellent.