Dell Order Issues - Dell Inspiron 15 Notebook (Inspiron 3521)

On November 28 I placed an online order with Dell for one of their Black Friday deals on a laptop (the laptop deal was $199.99). I paid an additional $15 to receive the laptop within 2 business days. We received a phone call from Dell, on December 1st, that we needed to contact them in order to verify who we are. We contacted Dell on December 2nd and they asked us a lot of questions which were highly intrusive, for example: How long have we lived at the shipping address. They needed our work email to verify who we were. They also required our landline phone number (we do not have a landline phone number, instead we use a magicjack). I was upset with their line of questioning for several reasons: (1) My credit card already showed a deduction for the laptop, (2) the FedEx tracking number that Dell provided tells me that my order is on its way, (3) I am self-employed so I do not have an official "work"email, however, my husband, who works for the federal government, had to give Dell his email in order for them to be satisfied with this line of questioning. After giving Dell all the information that they requested we were told that we should receive the laptop by December 4th (even though I paid extra to have this laptop delivered to me by December 3rd), if for any reason there should be a delay in shipping we were going to receive a call. The morning of the 4th of December I check the status of the order to confirm that I am receiving the laptop, I find out that there is an error with the shipment. I contact Fedex and find out that Dell contacted Fedex and requested for the laptop to be returned to them. After speaking with FedEx I immediately contacted Dell. I began speaking to someone at 8:23am Cst, by 9:08am Cst I spoke with 5 Dell representatives with every single one of them giving me a different version as to why I have not received the laptop, but yet transferring me to someone else who will be able to"finally assist me." I explain my story to Dell 5 different times to 5 different Dell representatives in a little more than a half hour to only have the last person who I spoke with at 9:08am Cst transfer me to dead air. At this point my account still shows a charge for the $199.99 laptop, including the $15 for 2 day shipping and taxes. I have no idea encountered this issue with anyone before. At this day in age with the amount of people that place their orders online, especially during Black Friday, Cyber Monday, Christmas Holidays, to come across this issue is very upsetting, particularly considering that the laptop is only worth $199.99! Apple, whose laptops a lot more expensive that this, has never given us this much grievance when we place an order with them.

Offender: Dell
Country: USA   State: All USA

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