I ordered two Dell mini notebooks for my kids from samsclub.com for Christmas, and the whole experience has been horrible.
First, I placed the order on December 8 with samsclub.com. I received an order confirmation for both laptops showing that Sam’s had charged me for both laptops. I tried several times to check my order status online, but only to the message that the order was in the initial stages. When I called Sam’s club, they told me that they had no way to check the status because DELL had not given them order numbers. Sam’s did not issue corresponding DELL order numbers or tracking numbers for the computers I ordered until after I received the first computer on December 23.
When I called Sam's club to ask why and to try to get information on my order, they told me I would have to contact DELL directly even though I had no way to obtain ANY information because Sam's could not provide me with DELL order numbers so that I could check on the status. When Sam's club FINALLY updated the information for my order on their website, they showed that my order had shipped... I had only gotten one laptop but had paid for two. AGAIN, no one at Sam's club could give me any answers, but they promised to get to the bottom of the situation and contact me. No one ever contacted me via phone or email.
When I used the order number that was on the shipping information for the ONE laptop I did receive, I was able to see all of the DELL orders that were purchased through Sam’s Club. I was even able to see the addresses to which the computers were being shipped, the date they were supposed to arrive, and even the security gate codes for the addresses!!! I was kind enough to let one of the Sam's Club employees know about the problem, and more poor customer service was how I was rewarded.
Four calls later and after being assured that they would fill my order and deliver the computer I paid for... It was now January 17. Remember, I placed the original order on December 8, they told me that they had "refunded my money" even though I had been promised over the phone multiple times that they would fill the order for the price that I had paid.
When I explained to them the error had been theirs, and they should honor my order, they told me that was not company policy because I had never received the computer, and that the previous customer rep who had given me the option to either accept a refund or to fill my order had no authorization to do so. When I pointed out that I had ordered that computer at a reduced price, and that I thought they should honor that order since the error was theirs, he continued with a very vague explanation of company policy. When I told the customer service rep that I thought that this was a poor way to do business, he rudely told me that he had not taken the order and that this was the first time he had ever spoken to me—it wasn't his problem. The rep offered to place a second order for me for the same computer at a much higher price. To which I replied that I would never place another order with them, and I was curtly told to "have a good day" and then disconnected.
How long should it take to resolve an order problem? More than a month? I am most upset because on January 17th my son still had no Christmas present. It would have been nice to know that they had no intention of filling my order before this much time passed and before I spent valuable time calling and trying to track down my order.
Please think twice before ordering ANYTHING from Samsclub.com, and if you do, don't expect much.
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