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AmandaHard

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4 Posts

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April 5th, 2024 16:23

FedEx lost my laptop order (and admits it) and Dell says it was delivered and won't replace it.

So how do I handle this?: My husband bought a new laptop for our son, shipped via FedEx. When it didn't appear the day it was supposed to, according to FedEx's tracking infor, we contacted FedEx to ask where it was. The tracking info continued to say "out for delivery." Three days later, we received an email from FedEx saying it was delivered, and mysteriously the info said "delivered." It was not delivered. We waited at home for two days for the thing to be delivered, my son anxiously going to the open door every five minutes.


An email conversation with FedEx later, they say "they have exhausted all resources and cannot locate the package." In other words, lost. FedEx tells us to contact the shipper. We contact Dell, who two days later tells us that FedEx says the package was delivered (no it was not) and now Dell is refusing to replace the package. 

So I'm furious because this is CLEARLY an issue of a lost package (even says so in the case number) and Dell is treating this like the matter is finished and won't respond to any emails. 

How do I get a resolution to this? Thanks in advance for any help. 

1 person also has this problem

DELL-Cares

Moderator

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26.3K Posts

April 5th, 2024 16:33

Hi,

Thank you for contacting Dell.

We apologize for the inconvenience this may have caused to you.

We'll surely check this for you. We will send you a private message. Kindly, reply to it with the requested information so that we can review and assist you further.

ejn63

10 Elder

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26.1K Posts

April 5th, 2024 16:45

If you've paid for the system with a credit card, file a dispute with the card provider over the delivery failure.  Also file a missing package report with your local police department, which the provider will want as documentation.  

AmandaHard

1 Rookie

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4 Posts

April 5th, 2024 19:16

@ejn63​ We had to use the debit card option because the online ordering wouldn't accept the card as a credit card, but we are definitely calling the bank about this. The thing is, we were home all day and we actually SAW the Fedex driver leave a package at our next door neighbor's house (not ours -- it was dog food) so we know it wasn't delivered and wasn't stolen. Our son and our dogs would have let us know if anybody was anywhere NEAR the porch. But I will contact our police. Thank you for your comment! 

AmandaHard

1 Rookie

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4 Posts

April 5th, 2024 19:17

@DELL-Cares​ Thank you - I have responded to the message with the relevant information. 

AmandaHard

1 Rookie

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4 Posts

April 8th, 2024 16:20

Dell is refusing to do what is necessary to report this shipment lost, not to mention replacing the item. You cannot request a signature confirmation delivery and FedEx apparently has the option to simply "Say" they delivered it, without any proof. A quick search of other complaints like this leads me to believe that Dell refuses to pursue ANY claim of lost or stolen packages. After nearly a dozen years, and more than ten computers, they have completely lost me as a customer. It will be HP or Lenovo from here on out. This "customer service" is less than dreadful.

(edited)

ejn63

10 Elder

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26.1K Posts

April 8th, 2024 17:36

Your bank should have a policy for undelivered merchandise -- contact them.

Richie992024

1 Rookie

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28 Posts

May 17th, 2024 23:52

1 thing that you didn't mention is that the correct address that you had listed in your order, like I went thru with ebay's sellers, that they had send my order to another address, with my name on the packages, it was not just 1 seller, which was/is a scam, but I did get my refund back. 

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