Unsolved
1 Rookie
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4 Posts
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2 Points
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74
December 10th, 2025 17:33
Poor Customer Service
Purchased a new desktop on 12/1, received an email on 12/7 saying it shipped via TRANS-EXPEDITE. Clicking on the link provides no progress information. Contacted customer service and the person who replied said it shipped via AIT Logistics. Tried tracking number on AIT website and no results. Contacted customer service person again who now tells me that they had told me it was shipping from overseas in previous message (they did not) and that it takes 5-7 business days for tracking info to be updated. Replied to them on 12/9 that I wanted this issue escalated to a supervisor. Haven't received a reply yet. Logged into Dell's website and it shows that the order is yet to be picked up by the local carrier. And my estimated delivery date is today, 12/10. I'm starting to doubt that I will even receive the order.
Regardless of the amount of the order, this is completely unacceptable behavior from a major company. Tracking information should be readily available and your customer service people should be informed and able to provide accurate information. It's completely unprofessional and this will be the last time I purchase from Dell.
DELL-Joey
5 Journeyman
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332 Posts
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1.6K Points
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December 11th, 2025 00:34
Hi JG1972,
Taking a look at your order, it was a desktop which was manufactured in Mexico and given the weight of the unit is going LTL shipment. The unit is currently making its way through US customs which we have little control over on processing time. Given the holidays sales they are working through a backlog. Once the unit is handed off to the US side carrier, tracking will update usually within a day if not sooner on the carrier website.
JG1972
1 Rookie
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4 Posts
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2 Points
1
December 11th, 2025 00:44
@DELL-JoeyR
Joey,
Thank you for the information. I really appreciate it.
Jason
JG1972
1 Rookie
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4 Posts
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2 Points
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December 15th, 2025 16:23
@DELL-Joey
Hi Joey,
Might you be able to explain the current status of my shipment?
When I log into Dell's website it shows "Carrier Shipment Delay"
When I track it, it shows an expected delivery date of last Friday, 12/12. The last progress update is from Saturday 12/13 showing COB/INTRANSIT.
I need to know when this will be delivered so someone can be there to receive it.
Thanks,
Jason
JG1972
1 Rookie
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4 Posts
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2 Points
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December 16th, 2025 01:57
Just now, I received an email from Dell saying there is a carrier delay and that there is a new estimated delivery date for my order on the website . When I logged in it now says to please check back for an updated delivery date.
Not cool, Dell.