Dell refund issue - 2 months+

Question

I bought a Bose headphone on March and received it on 9th Mar. I tried it on and do not like it as it did not perform any better than my old $150 headphone so I requested a return. I got the waybill label and dropped off the package on 11th. After a month and there is still no refund on my bank account, when I followed up with Dell. They said "I see that the package was received at Dell on Mon. Mar. 15, 2021 1:16 p.m. via tracking number ." I called Dell Service and she said the ticket is till undergoing and it will take 5 to 10 business days. When I called again on 29th April. They said "The issue has been escalated to the receiving's team and once we receive an update will keep you posted.". Since then I have emailed them many times and every once in blue moon they will reply the ticket is being process and it will take a few business days to resolve. I have been dealing with Dell for a long time and yet this is the first time I felt such a frustration.

How can I escalate this to the management level????

DELL-Cares · Accepted Answer

Hi,

Please edit/delete the post from public view as it contains confidential information. I request you to provide such information via direct message for security reason. So that I can check and assist you further on the refund. Also, could you provide the registered owner's name

-Susanna

spardk · Answer

I got notify from Paypal that the refund is processed. You can go ahead close this ticket. I am not sure how to edit/delete my post.   Thanks, Philip

DELL-Cares · Answer

Thank you for confirming the refund.

When you are logged into the account you will have an envelope sign on the top right corner of the screen where you can click on to send a direct message/ delete /edit the message

I'll be closing the case for now. If you still need our assistance, we are here for you our support team is available Monday to Friday.

-Susanna

Customer Care

Dell refund issue - 2 months+

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