UNSOLVED
Will not honor coupon
On 12/23/2017 I ordered a Dell Inspiron 15 - 7559 from the Dell outlet at Dell.com. The order subtotal was $567.00. Soon after I placed the order I realized a coupon code I tried to use was not applied to the order. The coupon was "Take $75 off any Dell Outlet Home laptop, desktop or monitor priced $499 and above with coupon. Free shipping and warranty included. Limit 1 per customer, while supplies last. Not combinable with any other offer." This offer expired on 12/25/17 at 11:59 p.m. E.T. I tried to get ahold of customer service for the outlet however they closed at 7 pm. The next day was Sunday and customer service was closed, Then it was Christmas. On Tue 12/26/2017 I called customer service and talked to Reanjani and told her what had happened and that I request a credit for the $75 be applied to my dell credit account (I used dell credit for the purchase,) Or whatever was needed to get the $75 credited to the purchase. After some time on hold, I told her that I did have a screen-shot of the offer and she told me to email that to her and I did. After talking to her manager Pikas Id# 909529 I was first told they could only give me a coupon for $75 off my next purchase. I told her that would not work as I do not plan to buy another computer for some time. After another brief hold, I was told that they could only apply a 30 dollar credit, this was not a fair compromise in my opinion. I asked to speak with the manager Pikas Id# 909529 and after talking to him he told me the same options as Renjani and was not going to be able to do anything else. I asked If there was someone higher I could talk to or a complaint line I could call and was told that they can't give out that information and that he is the one that takes the complaints. I have filed this with the BBB
I understand that however, I could not call to cancel the order and redo it because it was after 7 pm Then it was Sunday and then Christmas. I called as soon as Dell was open for calls. Just because something is a policy does not make it right or in the best interest of the customer or business. For example, the dispute is over $75.00. How is it "Good Business" that in a circumstance that was stated above to not Honor the coupon that the Customer had no way of canceling or changing the order until after Christmas? Then this is bad for the business because now I cancel the order and also cancel my 4,000 credit line and never think of Dell for my computer needs again. So in the long run of getting the 75 off coupon and a happy customer I then look at Dell when I need a new computer and tell friends and family and my business that Dell is the "Go to place for when you need a computer!" It is very hard to get AMD vegas or 1080's at a good price right now and makes some of the Alienware computers actually a good deal right now but after this how could I feel right supporting a company with such little regard for the customer. So you see by Dell saving $75 it now just lost $4,000 and that is what you call "Bad Policy"
Oh and congratulations on your 1-star rating on Consumer Affairs and your 98% negative review for customer service with BBB. Dell couldn't possibly be doing something wrong. Happy Holidays!
beamermt79
6 Operator
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2342 Posts
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Posted December 26th, 2017 15:00
Unfortunately once a coupon has expired, it can not be redeemed after the fact. Since you have 'filed' with the BBB, no one here will be able to help you regardless.