arunmathew
1 Copper

Terrible experience with Dell returns

Hi,
I placed an order on Oct-26 and found the very next day that the tablet I ordered for $175 on your DELL MPP site was available on your DELL HOME site for $99. I called sales and they said they cannot provide a price match but instead asked me to cancel the order and place another order. They asked me to check with gift card department regarding refund before i ordered the cancellation. I called the gift card department and they confirmed it was ok to proceed with the order return. I have been trying to reach your returns department for many days to no avail. Most days, i am on the call for 3 hours (I AM NOT JOKING) before I hang up. Today i stayed on for 4 hours 10 minutes to get to your returns department and when I finally got through, they say they cannot honor my return due to a 30 day rule. I spoke to a supervisor - Sam from returns department who simply told me she cannot help me and that she had to drop my call. I asked her what I should have done differently as a customer to have been able to process my return. She wouldnt answer that and told me she will have to drop my call or forward to customer care. She transferred my call to customer care and the system disconnected me immediatley. The call ticket is AM2W8DPN.

I dont know what I should have done differently. I have been calling since Nov 1 atleast once a week and then hang up after a few hours. You can check your system's logs where it asks for order number and prompts me to say "returns" to see how many times I have called. You will also find notes (i am hoping) that will tell you that i did infact call for cancellation within a few days of the order. Now, I am told I cannot do the return nor would you honor the price match. I am at my wit's end. I even tried to cancel my order before the order got shipped but your system wouldnt let me do that either. Now I am stuck with a table that I clearly overpaid. PLEASE HELP!! This has been a horrible experience. Do you really expect customers to stay on the call for hours to get customer support?

I dont know what else I should have done differently. I cannot do a return or get a credit for the amount I overpaid. I BEG YOU - PLEASE HELP.

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3 Replies
Community Manager
Community Manager

RE: Terrible experience with Dell returns

Hi Arunmathew,

Thanks for posting.

Here is the Dell Price Match Policy 


If you still need assistance, please contact me privately and include your order information.  Thanks.

Regards,
Robert


Dell-Robert P
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arunmathew
1 Copper

RE: Terrible experience with Dell returns

Hi Robert,

Thanks for responding to my post. I read your price match policy. Doesn't the tablet get covered in this part of the policy - "A new electronics or accessory item sold by any of the retailer websites we will match(listed below) with an identical Manufacturer’s Part Number to an electronics and accessory item sold in the “for home” section of www.dell.com". The lower price was on the DELL Home site, not even on another retailer's site.

That said, I was trying to return the tablet per instructions of your sales rep. That was what I was trying to do. The returns department rep, Sam, even offered a $40 credit to my account but later changed her stance and said she couldnt help me. She was in a hurry to cut my call and kept saying she cant help me anymore. The price difference was $75. It was significant enough that I had to request a return.

I am not sure what I could have done differently. This was the question I was asking her and she kept saying "i have nothing more to tell you". This wasn't even my first call. I didnt know about the 30 day rule until I got connected to the returns department yesterday. I had been trying to reach them every week. I dont want to try to prove too much but you would have noticed the several system entries that say I called Dell regarding this order number only to hang up later.

I hope you can provide me some respite, Robert. I am tired after yesterday's call and am left with a bad taste regarding my purchase. Sorry if I am venting on you.


Regards,

Arun.

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clairecor
1 Copper

RE: Terrible experience with Dell returns

Hello Robert,

I'm reaching out to you today because I am in desperate need of quality customer support from Dell.

I purchased a laptop over the  in November, but never received any confirmation email or order number. So i called Dell a week later to check my order status and the person I had on the phone (after 50 minutes on hold) told me that my order could not be found and was never placed. He was very condescending and implied I was lying about my order since he could not retrieve it. He told me to place another order. So, I followed his instructions and placed another order, this time online, hoping it would go through.

Well, it turns out that both orders were actually placed, so now I have two laptops and was charged for both. This is extremely serious because my bank account is now near $0 because of this mistake. I need a refund as soon as possible, but I have not received any response from Dell customer support. I can forward you all the emails I have been sending in hopes somebody would resolve this issue.

I am sorry if I sound upset, but the mistake Dell's customer care specialist made is placing me in a bad situation financially and all my emails still didn't get any response.

Thank you so much for your time.

Best regards,

Claire

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