Changing Shipping Address / Cancel order

Question

Hi all,

I have been trying for a total of 6 hours now to change my shipping address / cancel my order. I accidentally ordered 2 of the same items at 6. I realized my mistake when I received 2 emails from Dell.com 20 minutes later. I thought it would be easiest to go online and talk to a sales rep to simply cancel the order immediately. I waited from 620-820 when a rep entered the chat room and said "we are closed try again tomorrow". Ok fine. I understand those are closing hour. I tried again Saturday where I was on hold for more than 2 hours when I hung up and tried the online session again. Finally, after 45 minutes a representative came in and told she can't because she needed to transfer me to sales but couldn't because they weren't open until 8am. It was 759 and as we were talking it turned 8. She said to try again in an hour. After waiting until 11 I finally get a hold of sales who says I can't change the shipping address. What? I can't change shipping address until the "process" is in "shipping" and have to wait 5-7 days to change? I wanted to cancel the order but now I am told I can't because it is "In-production". Well it wouldn't be in this stage if you guys had just answered my question Friday night/ Saturday morning. Instead you waited until it reached some invisible "point of no return". To be fair, I don't think the original sales representative understood my question.

I either want to cancel my order completely or just change the shipping address of one of my orders. By this time both seem to be impossible. It shouldn't be so difficult to do something so simple.

beamermt79 · Answer

Generally when an order goes into 'Production' it cannot be stopped and it can hit that mark as early as an hour from the time you submitted your order.  Perhaps Dell-Lorna or Dell-Robert can help you, however you will have to wait until Monday as Customer Service is closed on the weekends.  This response will keep your post close to the top for them to see.

JBS88 · Answer

Thanks. I guess my post wasn't very clear. At first I wanted to cancel, now I just want to change the shipping address

Robert P (retired) · Answer

Hi JBS88,

Thanks for posting.

Unfortunately your shipping address can not be changed. Here is information from the order support page that you may find helpful:

Can I change my delivery address?

As soon as you have submitted your order, the delivery address is verified.

To help prevent fraud, we cannot change the delivery address after your order is submitted and verified. If you won’t be available to accept delivery, you can arrange for another adult to take delivery on your behalf — as long as it’s at the same address.

http://www.dell.com/support/Contents/us/en/04/article/eSupport-Order-Support/shipping-and-delivery?~ck=mn

If you need to cancel the order and re-order with another address, please call 1-800-247-2076 Option 2

JBS88 · Answer

Well I guess that makes sense. After all, I have the credit card number, billing address, CVC on the back of the card, and the proof of sale in my email. Of course after having waited 5+ hours on an automated line I will need to wait on yet another automated line. Dell has the biggest run around to do simple things I have ever seen. Guess you can close this post down now. I will never be coming back

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Changing Shipping Address / Cancel order

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