Took forever to contact with Verification department

 Also worst experience with Customer Support Chat. Order delayed and I try to contact for entire 3 days with dell no reply. Form Customer Support chat just keeps telling me to call Verification department, which I did for about 7 hours per day with no one picking up the phone. And I find out that you guys Unshelve the item which I have ordered, is that the reason? Because everything else I purchase is shipped, is that how dell fooling customer?