how to cancel my order?

Hi all,

I did exactly what ladav suggested above. It worked to a degree in the fact that yes I did EVENTUALLY get a refund to my credit card but with less money refunded than I had paid in the first place!!!

I have now had to open a dispute with my credit card company and to date that has not been resolved.

Purchase from DELL at your peril.

 As far as the customer service people not being able to cancel an order.  What's the point of having them there then?  They're useless.  From my experience they think since they are located in India that they can break laws by not allowing people to cancel their order that they can get away with it.  If enough people stopped buying from them they might change their policy and allow people to cancel their orders.  Because I don't plan I buying from Dell anymore.

Hi Debby

I placed an order yesterday - and they were supposed to charge my DELL preferred account to its balance and then charge my bank card the remaining 102.00. Through some mishap - they charged my bank card for the entire amount. I would have been more than happy to just have them change the funding source - but they keep telling me they cannot do anything. I went tossed from customer service to Dell financial to order modification then back to customer service with no results at all. I am so frustrated with Dell's operations in general - I am ready to cancel the order # Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 . I know you are a busy person - so could you please direct me in this matter

Richard Dawber

<ADMIN NOTE: Email address removed per privacy policy>

Debbie

        I had two orders of the same laptop that went through yesterday. Dell support is closed for the weekend. Any ideas to cancel the order.

I wanted only one laptop not two.

Saw that you have helped others. Please help

Thanks

Subodh

I am really curious as to what the Dells returns department has to say when I call in Monday about a similar scenario.

I placed an order for a digital camera got to the submission page and got the corresponding page where you receive the Dell purchase ID.

I don't know how often everyone else shops on-line but usually you will receive some kind of order acknowledgment or confirmation that the order has been placed relatively quickly once the order has been submitted from the shopping cart.

I've waited an hour or two and realized maybe the order didn't go through. I didn't get a confirmation, so I subsequently placed another order.

Lo and behold e-mail confirmations were sent at 4am and 7am respectively. Ok, I have two orders, and realized the Dell confirmation takes a lot longer than compared to the past orders during the past holiday seasons I've placed.

I thought it should be pretty easy to cancel one, only to find out less than 24 hours after my order is placed it is "in production" which means I cannot cancel it.

So I call up Dell and reach the appropriate Dell Home CSR who tells me that the order confirmation can take up to 24 hours which means to me there is no clean cut way to cancel an order. Now I'm starting to get annoyed. Shame on me for thinking that the order confirmation should have been relatively quick.

Shame on Dell for not having an easier way to cancel orders.

If anyone has any suggestions, feel free to post otherwise come Monday I'll have to call the returns department and see what happens. I would hate to have to pay shipping or restocking fee.

I'm in the same situation too, except I ordered through Dell small business.  The Dell Small business customer service is not open on weekends so I have no way to cancel my 2nd duplicate order. 

According to Dell's policy, you can cancel your order for full refund upto the shipping point.  Once it is in shipped status, you have to refuse delivery and wait for a refund.  I have heard people say that they can charge you a restocking fee if its shipped and you refuse it, so I am not 100 percent sure.  If you call customer support and they refuse to cancel the order, be polite but firm that you are canceling the order (not asking permission to) and that you will have your bank dispute the charges if they do not comply.  There are WAY to many reports of Dell doing this tactic and people need to stand up for themselves.

I am really curious as to what the Dells returns department has to say when I call in Monday about a similar scenario. I placed an order for a digital camera got to the submission page and got the corresponding page where you receive the Dell purchase ID. I don't know how often everyone else shops on-line but usually you will receive some kind of order acknowledgment or confirmation that the order has been placed relatively quickly once the order has been submitted from the shopping cart. > > So I call up Dell and reach the appropriate Dell Home CSR who tells me that the order confirmation can take up to 24 hours which means to me there is no clean cut way to cancel an order. Now I'm starting to get annoyed. Shame on me for thinking that the order confirmation should have been relatively quick. > >

Up to 24 hours to confirm an online order!?

From a technical point of view I am wondering why that would be?

I mean, we have here a computer manufacturer that can't set up a better system than that. That seems seriously amiss, somehow. Doesn't it?

I suppose if I were buying vitamins online, or something not from a company in the IT industry, there might be room for wiggle -- but a computer manufacturer. That's plain weird.

Has anyone faced simlilar methods of doing online business with any other company? In any industry?

Actually 24 hours for large businesses is a rather short amount of time.  There is a lot of backend processes that an order has to go through with any company (walmart, target, best buy, hp, dell) before the order begins to process and becomes complete.  Most companies do orders in batches to save computer time, plus they have to be verified and charged to the customers account and so on and so forth.

What has happened to Dell!!!

I have used Dell so much in the past, but my latest order despite a complaint to Dell's nonexistant customer service is still due to be delivered last Thursday. Yes LAST Thursday. I am considering cancelling. Dells customer service team are not interested that the web site order tracking is a joke or that their delivery service is abismal. Last package was shredded with no actual contents. Did not even need to open the box to check this as there was not enough box left. Again customer service email ignored until I called and complained. (I guess they get more money if you phone) and even then nothing being done.

Dells customer service used to be second to none. I guess they may be in trouble, or if not, they soon will, be treating their customers like this.

I'm now looking at a Sony Vaio

Hey.. I completely agree with you.. It would be nice if companies gave out more information along the ordering process then most do.   And if they do give out that information, be accurate about it *shrugs* I guess when you get to a specific size, they think it doesn't really matter or something...

Actually 24 hours for large businesses is a rather short amount of time.  There is a lot of backend processes that an order has to go through with any company (walmart, target, best buy, hp, dell) before the order begins to process and becomes complete.  Most companies do orders in batches to save computer time, plus they have to be verified and charged to the customers account and so on and so forth.

Okay, I didn't know. Last time I trusted the Net to order something might have been 6 or 7 years ago and each time I ordered something from that company I was informed rather quickly that my order had been received.

Now the normal method is to go through the entire process before they inform you the initial online request was successful, right? 

Got it. Didn't know. Thank you.

But if I were reading about too many duplicate orders because people were expecting some sort of confirmation a bit quicker and if it were my company I would either have a very prominent notice displayed that the process might take up to 24 hours before they would receive confirmation, or I would have a two-step system and the first step would simply be to acknowledge the order had been received but the actual confirmation the order could be filled might take up to 24 hours.

Just me, though. So not so important.

Again, appreciate the feedback, .

Hi!  I thought I would give you some info that might help.  If your order states that it has been shipped from dell, they should have given you a tracking number.. I would look that up to make sure that it hasn't been delayed or lost somewhere.  If the EDD states its still in production or anything else but shipped, they probably bumped up your EDD and just failed to inform you (seems to go around a bit from what I've read).  But I would definetly double check your order status and EDD first on the order status page.

Worst case is they bumped your EDD... according to Dell policy you can cancel your order as long as it is not in shipped status.  As for Sony products, they are nice but tend to be a bit more costly compaired to other companies out there pound for pound.. but they are nice..

My problem is something changed in their system or they have an amazing high order volume this holiday season. It has taken no more than an hour or two for past order confirmations/acknowledgments.

It depends on what order taking and order processing software is used.Once the order is placed/submitted you should get some type of order acknowledgment. That should be a part of the e-commerce website and shopping cart software.

I have seen smaller mom and pop e-commerce sites not have this ability. Those other businesses would import their orders into a system and upon import a customer notice can be sent to the person who has placed the order confirming their order.

The timing is highly variable and a manual batch import is not something I would expect from a large corporation like Dell.

Could it be due to volume maybe? But this was not the case in past holiday shopping seasons at Dell.com.