Hi Amandad04,  Thank you for sharing your customer experience on the Dell Community Forum. Please accept my apology for the difficulties you experienced while trying to place an order with Dell. I appreciate this opportunity to address your concerns.  Once an order has reached the In Process (IP) state of completion, there is no opportunity to cancel the order. It appears your attempt to cancel the order was unsuccessful. The order was recalled by Dell for verification issues. A verification hold cannot be bypassed. You, or your mother, must speak with them, address the verification issue and then place a new order if needed. Please contact our Verification Department at 1-866-383-4713 between 8:00 AM to 10:00 PM CST, Monday to Friday and 8:00 AM to 5:00 PM CST on Saturday. This verification process is for protection against potential identity theft. It is important to the order process that if the call from the verification department is missed, to return the call without delay. If the call is not returned, and the issue is not addressed, the account is placed on hold, and the order will be cancelled or captured and re-directed back to Dell.  I understand your frustration regarding Dell's attempt to protect your mother’s resources. If there was an improper purchase, we would much rather cancel the order and deny someone the opportunity of taking advantage of her good credit. It's a fine line to balance prompt product shipment vs. illegal purchases. In the long run, I think you would agree it's better to err on the side of caution.  Dell does not receive payment for the order until the product ships (invoices). Once all items are marked received in our database, then the credit process begins. As a mail-order merchant, Dell is given thirty (30) days from the date of receipt of the merchandise to refund your credit to the original method of payment.  Dell operates within those guidelines to credit your account.  I trust this information is helpful. I sincerely apologize for any frustration or disappointment you may have been caused. If you have any additional questions or concerns please reply to my email and provide the requested information. Thanks,Lorna
Where should I begin. On 2/11 I ordered a dell on line. My mother had authorized I can make the purchase on line with her MasterCard  I cancelled the order because I realized I wanted a different  Computer, but every time I call it takes a very long time to  Speak with the correct department about the change to a different computer and to confirm that the credit card was not charged. Lo and behold it was! I never even received my computer!! And then I tracked  around the order date because again I couldn't get the right person or department at dell. What do you know it's near me in elmsford ny and sent back!!! I call dell "customer care" and no one really seems to know what's going on. I called to get a refund because my mom tells me it has been charged! No computer but charged! I called yesterday dell And everyone is poorly trained I literally spent 2 hrs in circles from verification department to financial department  Back to verification back to credit customer care the time and list goes on. This has got to be the worst customer care service I have ever experienced in my life. No one could tell me why this order is on hold and how to remove the hold so that we can get a refund! I'm still not able to... So I'm going call the corporate office to see if maybe someone in corporate actually knows what they are doing and could live up to the name customer care which I have yet recieved. Some advice  To dell!! Pay your customer services more money so that we can get better connection better training and better efficient sales. Consumer standpoint I'm sure because of this you would have more sales. I hope I can speak to someone about rectifying this.  I am so irate about dell all I can think of is posting everything on social media about how dell customer service has caused me stress so much so that I am posting this, I never post anything bad or good, but it's time to let people know to beware of dell!  You will be stressed out from this company. I felt like I was in a foreign country I swear I almost cried! I would call them now but the idea of calling them is giving me anxiety. Wish me luck I want my money back!!!! Shady
Horrible customer service