Returned laptop 'lost' - Dell not processing refund

Question

Hey there, I could use some advice.

I bought an Alienware M16 laptop last Aug/Sep time, had some issues so was given a replacement, which also was faulty so I accepted a refund.

I was given a details of when a courier would drop by my house to pick up the systems, so I put both laptops in their original boxes, and put both in a bag and sealed it with the returns information. The courier picked up the package, gave me a reference number and I figured that was that.

A month later I heard nothing about the refund so contacted support again only to be told that Dell only recieved one laptop so they haven't processed the refund. I'm not sure how to proceed.

As a Dell customer of over 15 years (incidentally I bought a new XPS Desktop as a replacement for the M16 that i'm very happy with), I have never experienced any problems with any of my 5+ systems, let alone anything as large as facing being refused a £2000 refund because either Dell 'lost' one of the systems in their warehouse or a courier employee made off with one of them. It certainly has put me off buying from Dell again in the future, if this is how their customer service works.

Trying to get in touch with support for updates is like pulling teeth at this point, so i'm hoping someone here will be able to help or have advice on how I can proceed.

DELL-Cares · Answer

Hi,

Thank you for writing to us here about the order. I understand how upsetting it can be for anyone to be in a situation like this.

I'll check that out and help you with the details.

For verification purposes, we request that you share the order number and registered name used on the order via a private direct message. See our signature for instructions.

- Anita

Vanmae · Answer

Returned laptop to Dell because it doeant work, pick up by the DPD courier last november 2023 following Dells order to give it to the said courier, after a month Dell consultant via email have consistently informed me that the device is not within the packaging. When they have pursued contacting the courier, they mention contacting DPD, not DHL. Hence, i have contact written complaints here for two reasons; 1) to ascertain as to whether the device has been delivered, and 2) to gain understanding as to whether the package has been tampered with, i.e, had the device been removed. If you are able to assist on these matters, i would be most grateful. Vanessa

Vanmae · Answer

Ive been keep on paying monthly with the Dells laptop until now. Its very stressfull.The Dell staff  is very unhelpful!

aquaneon · Answer

This exact thing happened to me (and is currently happening) when I returned a watch I bought, and they said it was missing from the box. I know I carefully packed everything for the return.

Vanmae · Answer

Somehow its a scam from either the courrier or the Dell itself.It took us weeks and weeks exchanging emails and reported it to the consumers department something, it was a long and stressful process but we won in the end and refunded us the cost of the laptop.I swear something fishy is going on in there!

Vanmae · Answer

Beware of sending back gadgets to them, make sure u take photos for everything because they will tell you the box is empty and didnt receive anything! Its very stressful and if you are not smart enough you will never ever get any refund at all!

SpinalC0rd · Answer

@Vanmae​ Ong, for anybody reading this, I suggest suing Dell. It's their fault for losing YOUR things. They are required to reimburse you if it's THEIR FAULT. If they wanna be scammers, they can feel the repercussions of the Law.

Customer Care

Returned laptop 'lost' - Dell not processing refund

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