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1719
October 30th, 2020 10:00
Incorrect delivery, Dell is not helping me
I recently purchased a new desktop computer, and it was shipped to the wrong address. I noticed immediately when I received the "order shipped" email that the shipping address was incorrect and contacted Dell. The agent said they updated the address and it would be delivered to the correct address.
For the next 6 days I kept checking the FedEx tracking number that said it was going to the incorrect address, and I repeatedly contacted Dell (tons of time waiting on hold and dealing with automated prompts) and they kept telling me the package was re-directed. I contacted FedEx to try to perform the very simple task of changing the delivery address and they said that only the shipper (Dell) could make changes.
Yesterday after receiving confirmation that my $860 desktop was delivered to the WRONG address I contacted Dell support AGAIN and they said they would try to recover it. Hearing nothing back today I called again and they said that they haven't been able to recover it and I need to file a police report if I want a refund or replacement. I contacted FedEx who told me that they never got a request to change the shipping address OR recover the package, and that they would like to help me but they need Dell to contact them.
I contacted both the police department in the other state where the package was delivered AND my own local police department who told me that there's no criminal act so I can't file a report. It's on the party that sent the package to the wrong place to resolve it.
The last 2 times I called Dell Support they hung up on me while I was on hold. I don't know what else to do. This is the worst experience I have ever had buying anything, and I will NEVER buy anything from Dell again.
ejn63
10 Elder
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28.6K Posts
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October 30th, 2020 11:00
If you've given Dell notice twice and nothing has happened, immediately contact your credit card provider and request a charge back on the basis of the delivery failure. Let them investigate and deal with Dell.
rdeluca2000
1 Rookie
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2 Posts
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October 30th, 2020 11:00
Thank you, but I paid through dell financing...not credit card. I'm hoping this gets resolved before they start trying to bill me...or that dell financing has a different support line. @ejn63
DELL-Cares
Moderator
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27.1K Posts
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October 30th, 2020 13:00
Hi,
I'm very sorry to hear of what has happened. This is not the experience we want our customer's to have.
Could you provide the registered owner's name via direct message ? I'll have it checked right away.
-Susanna
DELL-Cares
Moderator
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27.1K Posts
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November 4th, 2020 16:00
Hi,
I haven’t heard from you since our last conversation. As I do not have the registered owner's name to assist you further, I'll be closing the case for now.
If you still need our assistance, we are here for you our support team is available Monday to Friday.
-Susanna
KiwiBird97
6 Posts
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November 10th, 2021 16:00
Here’s what happened in our case.
THU, NOV 4, 2021
Our order that we placed from September 14th is finally shipping out. Hooray!
WED, NOV 10, 2021
Although the shipping address is correct, the shipment progress from UPS shows the wrong city in its final phase (Delivered), one that is ~15 miles from the shipping address.
Can you please help?
KiwiBird97
6 Posts
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November 12th, 2021 12:00
Following up on my previous reply, here's what happened in our case.
WED, NOV 10, 11:32 AM PST: PROBLEM
The product we bought was shipped to the wrong address (~15 miles away from the correct address, as I've said earlier), even though we entered all the fields correctly (including the shipping address). Our concern is: What if the person at that address opened the box and started setting up the unit? We don't want to see an open box item and later turn the device on to find out it was linked to that person's account instead of our account!
THU, NOV 11, 10:23 AM PST: STEPS TO RESOLVE
We were able to resolve this problem through a phone call to a Dell Sales Representative. No police report was necessary in our case, saving us a lot of hassle.
FRI, NOV 12, 8:13 AM PST: FINAL RESULT
The end result was that it was, in fact, delivered to the wrong address at the end. A replacement request has been initiated. To make things even better, the order will be shipped at the earliest possible date (Dell Express Delivery).
NEXT STEPS
This new order will be delivered between 11/23/2021 and 12/7/2021 but could take longer depending on the part availability. I always monitor the shipment progress every day to ensure that it will be delivered at the correct address without any issues.
Once again, thank you for helping us out!