I purchased a refurbished computer from Dell's website on 11/26/06 and then immediately cancelled the order. It became clear that a NEW machine was a better value which is why I cancelled it, and received written confirmation from Dell's customer representative via email stating it was indeed cancelled.
I later ordered a brand new machine and had it shipped to my parent's house since it was a gift for them. I come to find out this week that Dell shipped BOTH orders and never cancelled the first (my parents never opened the other box thinking it was a monitor). This seemed like a simple and honest mistake on the part of Dell so I called customer service to make arrangements to return the extra computer and get a refund on my credit card.
Much to my surprise, Dell's customer service reps took a hardnose position and said it was too late to return the machine and that they would not issue a refund since it was 4-days past their 21-day exchange policy. I could not believe what I was hearing. I demanded to speak with a supervisor and was told there were "no supervisors" in their department (obvious lie). When I demanded again to speak to his manager a woman came on the phone and repeated the same policy. The fact that Dell made the mistake of shipping an order previously cancelled was completely ignored.
This is very disappointing considering I had the highest respect for Dell. I have already contested the charge on my credit card and will fight with every breath I have to correct this injustice. My next step is discussing the matter with my local newspaper since they have a "Consumer Help" section that will make this public.
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