Extreme order cancellation problem?

Question

I had my ordered cancelled today after paying it with my debit card last night. The reason I was given was due to a "fraudulent" transaction using my card. Okay... The thing is, I use Wells Fargo and they are sticklers for notifying you when something like this happens and I received zero notifications. In fact, the transaction is listed in my bank account. I even called Wells Fargo to check on this and they said that no such thing occurred.

I find it incredibly odd that a rep from Dell would basically lie to me and tell me that my order, which was paid in full was cancelled because it was fraudulent. I take things of this nature very seriously. So when I did a quick search on other Dell customers that have had the same issues, I was stunned! There are hundreds of people who have had their orders cancelled for little to no reason.

Why is this so? Is there some kind of hidden scheme that Dell uses to get interest on holding onto our money after cancelling and giving us the run around for several days? Kinda like PayPal holds onto eBay sellers money to get interest?

I find it hard to believe that Dell has that many shortages, mass computer bugs and fraudulent transactions. How can a company that makes such great products have poor order processing (the worst in my experience) and customer service?

Dell-Sahana R · Answer

Greetings booboo88,

I regret the overall experience and this is not the kind of experience we would want our customers to go through. Please private message the order number and the registered name on the account. Let me review the order history and find the reason for order cancellation.

You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.

booboo88 · Answer

I just PM'd you. Thanks.

booboo88 · Answer

I'm just going to keep updating here because as the days go by, it gets harder to get solid answers to my VERY SIMPLE question.

- Feb 19, Ordered a new Dell XPS 15 and paid in full.

- Feb 20, Order is cancelled by dell. I call customer support and am told by a very surly sounding gentlemen that my order was cancelled because my bank contacted them and told them it was a "fraudulent transaction". I immediately call Wells Fargo about this and they tell me that no such thing occurred and the money for the laptop was withdrawn from my account by Dell. I call back and am connected with a lady who tells me that she will relay this to the gent I just spoke to and that he would call me back the next day.

-Feb 21, I received no calls from the gent or anybody from Dell about the status of my order. No order confirmation, no notice of cancellation, no nothing. I attempt to call Order Verification at the START of business hours, wait for an hour on the line and am unsuccessful in getting in contact with someone.

-Feb 22, Try calling again and am connected with a guy who tells me that I have no choice but to speak with the surly gent about my order. He tells me that I can wait for him on the line or leave a message. I opt to wait for him because I just want to ***' get everything sorted out. I wait about 10 minutes before the guy says that he'll transfer me to the surly gent. I instead get his answering machine and am forced to leave a message. Still have yet to speak with the guy about my order. How will tomorrow play out? I have no clue.

roushrsh · Answer

I went through the same thing.
Mine got verified. Sent. I call and ask them to tell purolator to move the address as it's something that takes a second to do.
They decide to suddenly have issues with verification again changing the shipping address, even though the order was already shipped and me billed. They cancel my order, as I'm picking it up at purolator, and it gets sent back. Literally the box is there and I got a call from dell telling me to pick it up, but they can't give it to me because they've been ordered to send it back. I had called them an hour before going, as it was a long drive there, and they had said it was ready for me.

That was Friday, they were supposed to call me in the morning of Friday and fix it but they didn't. Dell Canada is closed on the weekend. USA can't help even if it is coming from their base in texas (well being sent back there now). I call Monday, they tell me they will call me before Wednesday morning. I'm supposed to have gotten a call this morning, which surprise surprise, I haven't.

So if your order somehow goes through, don't change the address, or you'll be f'ed even more, even though I went through everything you went through and took weeks. Yes the money is out of my bank account since weeks ago. Yes I have had to call my bank multiple times for them to tell me how stupid dell is being and there is no problem on their end. Yes they still haven't fixed it. And yes this occurs to many other customers by them.

booboo88 · Answer

Still haven't heard from anyone at Dell and I left two messages asking that somebody call me back about my order. All I've gotten out of the people I've talked to so far is that my order is on "hold" even though in the order status which you can check online says its "cancelled".

Am I getting a laptop or nah?

Dell-Sahana R · Answer

Greetings Elizabeth, I regret the inconvenience. Please private message your contact number and I will call you between 8AM to 10AM MST to conference the call with our verification team.

booboo88 · Answer

So last week I cancelled and initiated a refund with Dell because I've had nothing but the run around from Dell and because no one was ever able to tell me why the guy I first spoke to about my order lied to me and told me that the order was cancelled because the transaction was fraudulent. And I also did this because he was very elusive. Never did get to speak to him after that. It was almost like he knew he messed up and didn't want to talk to me about it.

I could have tried a second time to order the XPS 15, but it was too much of a hassle. I could have either gotten a refund and ordered again or not. I chose the last option because I felt like it would be like the first time all over again--someone messing up my order for no reason and making me wait for weeks on end just to process a laptop order and have it delivered. NO THANK YOU.

Dell, you really have a huge problem with the way you handle orders and process them. I've never heard of a company doing the things that you do to so many people for so long. Its insane and it gives the impression that you don't want people to spend their money on your products. I used to hear lots of good things about Dell, but not anymore. You should seriously think about restructuring your company and getting rid of whoever thought it was a good idea to make customer service cancel people's orders based on lies or something as trivial as having a different shipping address, which is very common nowadays.

Customer Care

Extreme order cancellation problem?

Was this post helpful?