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Dell took my money 2 weeks ago - why cancel my order now for no reason?

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Hi,

I bought a 15” Alienware laptop from Dell on 24 Sept, the money was taken from my bank account on the same day. Three days later I received several phone calls and emails from someone who claimed she was from the Dell credit team and kept asking for my student email or business email. I had several conversations with the same person where I had to repeat that I am neither a student nor a business - repeatedly! The reason being that I wanted this laptop to be delivered to my work place as there would be no one at home to receive the order during weekdays. She asked for my company name and found the company phone number online, which she called and spoke to my colleague to confirm I am actually working there (I don‘t understand why she did needed to do this after our numerous phone calls and the fact that Dell had already accepted the money, this was very creepy! I paid money to buy a laptop, but she acted like a police or immigration officer in that she was determined to prove that something was wrong with the order – again despite having already received the money and my explanation as to why the order needed to be delivered to my work – you would expect Dell to understand this particularly given that their phone lines can only be contactable during normal office hours; however, clearly their staff don’t ever have anything delivered during those times!).

After she contacted my colleague and was put through to me (therefore presumably confirming that I exist and that the money that Dell had received was not from a fake person), I was told over the phone that everything is fine with my order, and that there would be no more harassment. I checked the order status and it showed the order was expected to be delivered on Oct 16 (which is more than 8-10 working days, so a lot more than is stated on the Dell website, but I decided that given that I had specifically designed the laptop to meet my needs then I could accept waiting for one more week). I checked the order status on a daily basis and up until yesterday everything was fine – the status was still that the laptop would be delivered on 16 October; however, this morning the status suddenly changed and the order has been cancelled! I find it absolutely shocking that Dell had not attempted to contact me to set out any problems with the order, have not emailed me or called me to state that this is cancelled or to give any reason, and most shockingly of all are still holding my money that was paid to them on order three weeks ago, so at the moment Dell have both my money and are apparently refusing to honour my order made in good faith that a supposedly reputable company should be able to fulfil, otherwise why would they make a service available to design a laptop and require immediate payment!

I have tried to try to contact Dell customer service, but the phone gets hanged up and the number that I was called on by the customer service representative when she was harassing me goes to a different persons voice mail now. I am extremely concerned at this low quality customer service and I don’t understand why I have not been contacted therefore have no way of knowing what will happen with either my laptop or my money paid.

Can anyone tell me what happen to my order? Dell took my money 2 weeks ago - why cancel it now for no reason? 

Order Number: <ADMIN NOTE: Order number removed per privacy policy>

Customer Number: <ADMIN NOTE: Customer number removed per privacy policy>


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