On December 10, I placed an order for a 40 inch Samsung Smart TV using my Dell Preferred Account. There was a special on shipping (free and faster than normal) and a substantial discount (about $50). They were also offering free 30-day "hassle-free returns."
Being a frequent online shopper, I was surprised when I did not receive any type of email from Dell regarding shipping or delivery information. However, I looked online and noted that Dell had set my delivery date for Friday, December 14 via Pilot Shipping. My days off from work are Friday and Monday, so I just stayed home all day on Friday waiting to sign for the shipment. Nothing arrived.
I re-checked my Dell shipping info via my account and they indicated the delivery date had been changed to Monday, December 17. I stayed home all day on Monday again, waiting for the shipment. Nothing arrived. About 4:15 p.m., I called Pilot to ask them what was going on. They told me I had to make an appointment to receive the item. I asked if I could make an appointment then and they said I could not and that they would have to call me when they were ready to have me set up an appointment. I explained I work nights and sleep during the day and don't have my phone on to answer a call to set up an appointment. I then asked them if there was any way I was supposed to have known I needed to set up an appointment and they said there was not. I told them I thought either Dell or Pilot should have told me.
Then I called Dell to see what my options were. I was on the phone in the queue for about 15 minutes when my call was dropped. I then called again and was placed on hold again. During that time, I tried chatting online with a customer service representative who ultimately told me that I would have to continue to hold and that they could not help me online. I was on the phone the second time for 57 minutes and 56 seconds before I finally hung up on the customer service representative. When I ended my call with the customer service rep, I believed that the TV would be returned without being delivered to me. The representative was very rude and condescending. However, I thought the matter was resolved.
On Thursday, December 17, I received the TV anyway via FedEx. Upon opening, it was damaged and not usable. I immediately contacted Dell via their email system and requested a return. I finally received my return label two weeks later. I asked if I could have the same deal regarding free shipping and the original price if I exchanged the TV. They didn't even answer. I wrote them again. They still have not answered. Apparently they don't want me as a customer anymore.
I am in the market now to buy a Smart TV, a laser printer, a digital camera, and a new laptop. I would have liked to have purchased these things from Dell and I indicated so in my email requesting an exchange if I were to get the same price and shipping options as when I originally placed my order. I've never felt less valued as a customer. They didn't even respond to my good faith efforts to give them another chance. Now, nearly one month later, I have no TV and I am making payments on something that was totally damaged and late. By the way, when I did return it, the shipper said, "You're shipping it in THAT box?" It was the original box. I said, "Yes, it's already damaged." The shipper said, "Well, I can see why. That box is not designed to be shipped singly like that."