Subject: Ongoing Issues with Battery Replacement Order – Delays, Tracking Failures, and No Support

I'm posting to document and seek a resolution for a frustrating and still unresolved issue involving two Dell battery orders placed in April 2025.

Summary:

• Order 1 (Placed April 13, 2025):

  This order was originally promised with a “Get it by” date of April 20 but was delayed four times, eventually pushing delivery into May. Unfortunately, I did not anticipate that Dell would repeatedly postpone the delivery date. By the time the package arrived, I had already moved to a new city. I contacted Dell support on April 29 and spoke to a representative who initiated a return process. However, this did not succeed, and I received a notification from my old building that they had received a package from Dell in May. Now, the responsibility has been placed on me to coordinate with the building and arrange for the package to be sent to my new address. This is completely unreasonable.

• Order 2 (Placed April 29, 2025):
  Following the “Get Help” instructions, I was advised to cancel the first order and place a new order to have the item shipped to my new address. However, after completing the purchase of the second order, I was notified that the first order could not be cancelled, which prompted me to call Dell again and initiate the return. The second order was shipped to my new address. As of May 16—12 days after the reported delivery—the order still shows “Delivery Date Pending” in my Dell account, and no tracking updates have ever been provided.

Issues:

• The second package was delivered without any tracking updates or delivery notification and left unattended in a shared building. It was later found tampered with—the box ripped open and the battery missing.

• I submitted the following to Dell’s investigation team:

  • Photos of the damaged packaging

  • A screenshot showing the order status still marked as “pending delivery”

  • Building security footage showing individuals who stole the package

Despite this, Dell support declined to process a claim, citing that the item was “delivered to the correct address,” despite the lack of delivery confirmation or tracking updates.

It has now been over a month, and I still have no resolution.

What I'm Requesting:

• A full refund for the second order

• Reasonable compensation for delays, inconvenience, and the stolen item

I ordered directly from Dell, expecting a reliable and professional experience, especially as I rely on my laptop daily for remote work. This situation has caused significant stress and disruption.

I would appreciate it if this issue could be escalated and resolved promptly.

I’m sharing this here to raise awareness and hopefully find a way forward. Others, please be cautious—especially if you’re ordering something time-sensitive or living in a shared or unsecured location.