Sent laptop back, 24 days, no refund

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Forum violations as defined by Dell removed. Read the Forum Code of Conduct.

Thank you, but meanwhile I will seek guidance till such time this is resolved. As a Dell customer, I should not be made to feel like this as it is causing me anxiety and stress. I stand by my claim and hope that this is a misunderstanding your side and that a prompt resolution is arranged.

I notice that my original post has been edited (by Dell Admin) to remove any damming portrayal of Dell??

I would like to state that my tone and use of language was suitable for a public audience. Nor is it in my nature or my intent to publicly expose a company, but having been mistreated over the phone, I am left with little option but to express my poor customer journey on this platform.

Feel free to amend or even delete my posts once you have committed to your side of the deal (full refund), but till then, let's please not forget that you have received the returned laptop (which can be evidenced), still have my money and are acting unlawfully until such time resolved.

I have since had a prompt response via Dell on private messenger so hoping that this issue can be actioned promptly and professionally.

Day 25 of chasing for a refund for a product I had returned which Dell are saying they can't locate (although it was sent back using their provided / named courier).

Dell (the big blue chip company) are the winners here at the moment, as they have a laptop and £1,769.09

Meanwhile, I (the small / insignificant customer) is with no laptop and no £1,769.09 in my account which I'm rightly entitled to.

Please sort it out Dell, this is not fair!!!

FAO Dell, I have made contact with my bank. You have 15 days to process the refund and if the refund is not made by the 30th September 2022, they will enforce a chargeback claim on my behalf.

I will be making contact with Citizens Advice to resolve this matter as it appears Dell are continuing to ignore my requests.

It appears that phone calls don't work, this forum is apparently not either? I will be writing to Michael Dell and making contact through Social Media channels as my next point of contact.

Day 27 now and still Dell can't put the effort in to retrieve my parcel that is seemingly stuck at the Syncreon Lutterworth Depot to pass on to their Dell Warehouse.

Come on Dell!! Sort it out!! 

Still waiting on Dell to sort this.........Shameful Customer Service, holding onto monies whilst their systems fail to operate!

Will have to keep the heating off this month till then.

Shame on you Dell, shame!!!

I do... Daily and to no avail.

Feel free to step in and support though.

It would be much appreciated!

We request you to email the escalations team if any issues and the case has been raised with them.

Quite the opposite, I have provided all the supporting evidence and Dell are saying it hasn't been scanned so 'computer says no'...

At no point is Dell making the effort to physically track my return parcel from Syncreon to allow scanning at the Dell Warehouse.

Instead I'm made to suffer financially and wait for the sausage machine to work.

Not fair really is it Dell??

Happy to work with you in a bid to get this resolved but the time is on the ludicrous side now.

Will sleep on it and chase you again tomorrow.

Maybe, just maybe... I might get an email with some actual movement and not lip service that you are still just looking into it!

We see the escalations team is working with you on this case.

You will need to continue working with the team as the case has been esclated to them.

I'm in the same boat here. Item was signed for back into Dell on 20th September which is confirmed on the tracking Dell arranged. Each time I speak to Dell they simply tell me the same nonsense:

"I sincerely regret to inform you that the order is still not received at Dell"

I've raised a dispute on PayPal because clearly they have mishandled the return into their warehouse and lost the item and now I'm stuck with no monitor and a £410 bill on my Paypal.

@LemFresh I sympathize for you as Dell have still not made any effort to track and recover my parcel which they have signed for almost some 2 months ago on 22/08/2022.

I have raised a chargeback dispute with my bank so unless PayPal can protect you, I'd advise going down this route. Just make sure you have all your evidence and receipts from the courier and the banks will look after you.

Dell should be ashamed of their Customer Service and fraudulent caretaking / mishandling. I'd certainly of expected better from a blue chip company!

They will no doubt remove or edit my post but I don't care, as they have lost my custom... Ionically, I don't think they will care about that either!

Hope it works out for you and you get your refund without too much trauma. Don't let it beat you up as Dell seem to have no care about the wellbeing of their customers once they've taken the money.

Sorry to hear that. Please private message the order number, registered name on the account, and your email address. 

Let me check what best could be done.

-Sahana

I think having paid via PayPal credit I have a decent level of protection. I have the tracking details showing it was returned and signed for. Dell have clearly taken it in their warehouse and then lost it. This shouldn't matter to the customer, they should have a policy in place for this situation. Instead they get stuck in an infinite holding patter of "we don't have the return yet, so cannot refund" which is unacceptable when they can clearly see it was signed for 4 weeks ago. Complete brain dead response from Dell.