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611
February 5th, 2021 13:00
Dell Keeps Cancelling Replacement Order
Has anyone else had issues with Dell cancelling replacement orders? I am at a complete loss. I ordered an XPS 15 7000 Series-7590 laptop on November 25th. Long story short, the delivery was stolen because it had been left out on the street. I did everything that was asked in order to get a replacement (Fedex investigation, police report, etc), which took over a month.
The replacement order was confirmed on 2/1. On 2/2, I got an email that the order had been cancelled, with no explanation. I called Customer Support again, and they resubmitted the new replacement order on 2/2. The next day, I got another email that the order had been canceled, yet again. On 2/3, I call Customer Service for the third time, they submit another new replacement again, and yesterday the order was canceled for a THIRD time. I should note that every representative I spoke with said, and I quote, "I assure you, this order will not be canceled."
Yesterday, I tried to resolve the issue over chat because I was tired of spending 45 minutes on the phone for each call. The chat person said someone would call to update me in 24 hours. I received no call today. So I called Customer Support again, and while I was on hold I got disconnected.
I just want a replacement for my stolen purchase.
emmalruel
3 Posts
0
February 24th, 2021 09:00
I'm also having a nightmare scenario with cancellations. Long story short, needed a replacement for my order, but every time the replacement was "confirmed," it was immediately canceled. This happened 4 times, each time the representative assured it would go through *that* time. Eventually someone said they didn't have the parts for the replacement. Finally I said "forget it, I just want the refund." Supposedly the refund was initiated on February 5th; obviously it's been way over the 10 day time frame I was given, and still no refund. It's not even showing up on my order page. I've called two more times, been assured I would receive the refund within 24-48 hours, but that was a week ago. This is not the first terrible Dell experience I've had.
emmalruel
3 Posts
0
February 24th, 2021 09:00
I also had a similar nightmare scenario. Long story short, needed a replacement for my order, but every time the replacement was "confirmed," it was immediately canceled. This happened 4 times, each time the representative assured it would go through *that* time. Eventually someone said they didn't have the parts for the replacement. Finally I said "forget it, I just want the refund." Supposedly the refund was initiated on February 5th; obviously it's been way over the 10 day time frame I was given, and still no refund. It's not even showing up on my order page. I've called two more times, been assured I would receive the refund within 24-48 hours, but that was a week ago. This is not the first terrible Dell experience I've had.
DELL-Cares
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February 24th, 2021 10:00
I'm sorry about the experience you've had to go through. We are working with the team to have the refund completed soon. We will write to you once it's completed.
Regards,
Pamyaphi