Verification Department cancelled order

Hello,
I just wanted to share my recent purchase experience, especially since I am still not sure if the problem has actually been fixed. Maybe somebody can help me out.

Last week on the 8th I purchased 2 copies of the same laptop, the Inspiron 17 5749, one for myself and one for my boyfriend (it was on GREAT sale so I took advantage and got two!). I myself have owned a Dell laptop for the past 8 years so I trust the company for making great products. However, I've had nothing but issues since I placed the order and after reading other people's experiences I'm worried that my order is never going to be fixed.

I paid via debit card and the full amount was charged and cleared on the 10th. I got an email saying my order was shipped on the 9th. Using the provided tracking information, I've been checking up on the items every day eagerly waiting for them to arrive. I watched my order go from TN, to WY, to OR and all the way to my state of Washington. I should mention that because there are 2 items in the order, there are 2 separate tracking numbers.

Suddenly yesterday (the 15th) when I checked the tracking information one of them said "damaged during shipping, returning to shipper." The other item was not marked this way, in fact today tracking said it was "out for delivery." I emailed Dell Customer Service asking what this means for my order. Will I have to wait another week or two to get another sent to me? Do I have to do anything to ensure this is fixed?

In the reply email, I was informed that the Verification Department had some sort of issue and that I should call them. So today (the 16th) I called the Verification Department wondering what the problem was. I was informed by the Verification Department that my order had been cancelled because I missed their phone calls last week.

Looking  back, I did in fact miss a few calls from an 1 800 number, but nobody left me any messages and because I have gotten telemarketing spam calls in the past, I did not know it was from Dell. Nowhere during the online ordering process was I told that Dell would try to call me for Verification, and that if I missed these calls, my order would be cancelled. If this was really important, why did nobody leave me a message during any of the 6 phone calls I missed? I also never received an email saying my order was cancelled!  Additionally, my 2nd item was marked as "out for delivery" and then eventually updated to "recipient refused shipment." If my order was cancelled, why did they get shipped all the way to Washington and then confusingly marked as "damaged" and "refused"? That makes no sense.

Anyway, I spoke with the Verification Department twice. The first time I was told that my order had been cancelled and I would need to make a new order, and immediately transferred to a sales rep who wanted me to purchase new laptops (keeping in mind, I never got a refund for the ones I already bought...) The second time I called, I was told that my order was cancelled because "the name on my address could not be verified" and that I should speak with Customer Service. While speaking with Customer Service, I explained to him my situation, that I never intended for my order to be cancelled and that I still want my items. He said it was no problem, my order would be re-processed and the items would be "exchanged" and shipped back to me. Great!

Except, after I got off the phone, I realized I should have asked for verification that the order will be re-processed. An email or something of the sort, with new tracking information that I can check. So I logged onto Customer Support Live Chat and explained my issue with the rep, asking if someone could please double check that my order will be fixed. The sales rep told me, and I quote, "I do see that there is a delivery exception and in this case please talk to our verification department. Your order is currently on hold because of pending verification. In order to get your order processed, please contact our Verification Department ... " with the phone number and times. Frustrated, I explained that I have already done this. The rep apologized and said "Only the Verification Department can help you."

Okay... so I called the Verification Department again, for the third time now. I was told that my order was "fine" and that there was no problem even listed on it. I asked if there's any way I can have email verification, and he said I will "probably" get an email when the items are shipped.

If I log into my account or check my order status, it still lists the 2 original items, tracking numbers (both of which are being "returned to shipper") and nothing else. Nowhere does it say that my order is being re-processed. I really, really would like to know that this is actually being taken care of. I have paid for the items and want to make sure I get them, or if not, at least get a refund (except I hope not, because I really want these laptops and don't want to wait weeks to get a refund and order them again...)

I have read many similar experiences about the Verification Department making people jump through hoops just to get their orders-  orders being cancelled for no reason, refunds not being issued, customers having no idea where their items are. Hopefully sharing this experience will get the Dell staff to make this process easier. Having to make multiple phone calls and speak with people who have no idea what my problem is, and cannot help me, is really frustrating. I love Dell products, but the Customer Service is not looking good.