Dell Incompetent Customer Service

I've used Dell over the years and recommended them to my nephew.  I helped him place an order of almost $2k for an Alienware computer which was scheduled for delivery on 9/18.

They charged his card and his tracking number showed computer shipped from Lebanon TN to Lebanon TN and his shipping address is 300 miles away.   I believe Lebanon is one of their distribution centers so the computer was never shipped.   

Order:  

 

 

He never received a phone call or email regarding the order.   Finally got through to someone speaking very broken english and very difficult to understand.  Said the order was pending verification.   Again no calls or emails about any verification.   Called verification department and cancelled it totally expecting refund within 48 hours on the 20th of September.  

As of September 25th no refund.  Called again got passed to 5 other people and told to expect a call today.  

Call today said they were still waiting for the computer to be returned....lol...omg...it was in their own facility..never shipped to us according to their very own tracking number.   They said if they get it back by today the refund will be deposited by Friday the 28th.   

So far 5 different stories....amazing incompetence with contracted customer service.

Seems to me the best way to make sure you get competent customer service is to open a transaction dispute as they can't seem to get their act together.