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January 16th, 2009 15:00
Question on refusing delivery to cancel order?
Hey Everyone -
I am new to Dell and purchased a scratch and dent Studio 540 Desktop for $509 on 12/13. I was unsure if this was the right computer for me but I had a coupon that was expiring and my friends told me you could cancel your order before it was shipped. On 12/14 I called Dell customer service and was told I would be charged a restocking fee if I cancelled and it would take weeks to have my account credited. I later found out, after learning how to negotiate the Dell site, that my computer hadn't been shipped when I called but was shipped later that day. Today, I am seeing prices for the exact same system or better than mine going for less than what I payed. I still haven't been given a tracking number and friends tell me that I can refuse shipment and my account will be credited a full refund in a few weeks.
So I feel as though customer was mistaken when I called and could have cancelled my order on the 14th. Also, I don't really thinks it makes sense for me to refuse shipment and order another computer today. Anyone been through this or know who I can speak too??
Thanks -
Steve
hrova
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2.2K Posts
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January 16th, 2009 15:00
Dell may charge a restocking fee in your case, plus you'd be liable for shipping costs, presumably both ways.
That the rep said you'd have been charged a restock fee before you say it shipped is believable. Dell had to box it, create the label, and wait for it to ne handed off to the shipper, all the while this computer is not online trying to be sold. Even if the shipping company says they got it at 5PM one day, Dell was preparing it (putting forth labor cost) before then....
Regarding refusing shipment - Dell themselves do not recommend it:
You can return products that you bought directly from us within the
timeframe set by our Return Policy. For information about returning Dell
products, including detailed information about restocking fees and
shipping, see the Dell Return Policy.
If your order has an error, or if you want to return your order for another
reason, don't refuse delivery of your order. Refusing delivery may increase
the amount of time that it takes to credit your account.
Instead of refusing delivery, accept the delivery, and then contact Customer
You can contact Customer Service by e-mail or by phone:Service. We’ll give you the right mailing address for the type of product that
you're returning and set up a return authorization to make sure that your
account is promptly credited.