Order delay & useless customer care

Question

I made an order for an Alienware monitor on May 15th, which was expected to arrive on May 23rd (upon purchase). Since I currently live in Canada and we had a holiday on Monday, it came as no surprise when the expected delivery was pushed forward by a day to May 24th. The order was expected to ship on May 17th and, according to the site, it was shipped on May 16th. Since there was the estimated 3-5 business days to arrive, it was supposed to be here by the 24th, as informed. On Friday, after 3 business days, I logged on to the Purolator site and saw that there was absolutely no status change on my order and contacted them to find out what was happening. They told me the order had left the warehouse on the US on May 17 (?!) and was in transit to Canada. Then they informed me that the 3-5 business day delivery estimate was for the order to reach Canada and not my house. If this is the case, why frustrate the customer in informing a delivery date that will most likely not be fulfilled? I would rather be told it would take a month and be delivered in 15 days, then to say it would be delivered in a day and deliver it in two. Since I already knew I would not receive the order in time, I requested a cancellation. They then told me that a cancellation was not possible, because the order had already been shipped and told me to wait until May 24th, when I could refuse the order. Since I live in a condo, they would have taken in the order and I would have to go to even more troubles to try to return the item, whenever it arrives. Which no one has been able to track down and tell me when that would eventually occur). I have been contacting Dell everyday since last Friday, each time receiving conflicting information. On May 23rd, I contacted them and they said that, even though my order had left the warehouse, they could request for a reroute back to Dell once the product arrived in Canada, to start the refund process. Time to be defined, as in 10 days, they haven't even been able to get the item into Canada yet and don't know when that will happen either - guess it must be travelling horseback. I asked them to proceed with the request and now my order status remains unchanged, with expected delivery date for yesterday, but with a portion underneath that says 'Return, refund or Replacement: You have a return, refund, or replacement on this order.'. Logging in to Dells site this morning, my order status remains unchanged, so I contacted them yet again. I heard that they 'expect to have an update on the shipping labels by the end of the day'. They are obviously trying to gain time and I am quickly losing patience. I am not willing to wait for that order to arrive in Canada, how ever long that will take, to then be rerouted to Dell taking, once again, an undetermined amount of 'transit time' to reach their warehouse, to then be 'inspected', even though I will not have even touched the package, to start the refund process that will most likely take another 15 business days to be processed. Their logistics is simply ridiculously sloppy and can't even inform the location of the package and Dell's 'customer care' is even more useless. Today, they offered me a 7% bonus on 'future purchases', as a 'valued customer', as if there would be a chance I would be buying from them again.

Revieira · Answer

Just an update...The item was shipped back to Dell and delivered to them on Tuesday, May 30th. I informed them of this through the forum inboxes I have been receiving and they said they 'processed my refund' on May 31st. I have checked my credit card statement daily and still no sign of the refund.Contacted them again today and they said they would escalate this to the finance team to assess further and asked for 2 business days for a reply... Still waiting on a solution, and the mess keeps growing...

DELL-Cares · Answer

Hi,

We shall investigate further! Click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message". We need your Dell order number, registered name, email, and phone.

DELL-Cares · Answer

Hi,

This is a follow-up as we have not received your response!

Click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message". We need your Dell order number, registered name, email, and phone.

Karthiksharma · Answer

Ah would you mind sharing what you ordered, im beginning to wonder if I should cancel my order as it still get shipped out and they didn't charge my card yet

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