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December 6th, 2013 11:00

Order Verification's and how they work

I would really like Dell & Alienware in general to make a change in how the ordering of products takes place.  Now this is going to be for most likely a small subset of people however it is an issue that has shown up twice now with orders I have done.  

2 years ago (or around there) I placed an order for an Alienware laptop.  This order was done by myself with the CC of another person (who is FAMILY and had no problem with the order)  A week ago I placed another order again with Alienware the only thing that had changed was my physical shipping address since I had moved.  Now getting an email saying my order was on hold to verify something is not the issue at hand here.  The problem is how things are handled with orders and how they are verified as well.  2 parts are being shipped to me one is in transit now waiting to be delivered today via Fed Ex while the other is currently in production.  To me In Production means that payment has been verified (which according to your own description is what it means as well) and that payment was accepted.  

I got the email that the monitor and headset that I ordered were being shipped.  This was fine and there was no problem with that at all yet this morning I get an email saying that my order was being put on hold to verify shipping information.  Again I understand having to verify shipping to another address when it does not match the card holders shipping/billing address and I very much understand the reason for doing it as well to protect against fraud and the like.  However why in a general sense would ANY company ship out even 1 part of a product that has been ordered and then turn around and place a hold on that product just to turn around and verify the shipping address?  To me this does not make sense at all.  Verifying the order and verifying the purchase with the card holder should have been the first thing that was taken care of before ANYTHING went into production or before anything at all had been shipped.  This to me seams kind of redundant in how things are done shipping out a product and paying the shipping cost (granted you most likely have a corp account and it's a standard fee per year/whatever) but why do this?  Order verification with both the card holder and the person ordering the product should be done before the orders go into production or are even shipped.

Now I understand that since I went through this and if I end up staying at this address and make another order at some point this will not be an issue.  Yet to save some headache as well as frustration on the customers in the future verifying the orders before shipment of ANY part of a product would be a nice thing.  So that when a shipping notice is sent there does not need to be any hassle on both the customer as well as the employee who has to deal with a customer that ends up being frustrated as well.   

2 Posts

December 6th, 2013 11:00

P.S. Yes this issue was resolved this morning however I'm posting this because it was frustrating to deal with this after part of an order had already been shipped out and was being delivered.

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