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1 Review by Gurjit

Dell

Dell

2/18/19

I recently placed two orders for 2 TVs, following are the order numbers: 456484996 and 456647568. My cousin went to Best Buy's (Geek Squad) to get the mounting and calibration service. So they offered him a really good price for the TV and as long as he got the extended protection, they gave him Mounting and Calibration for free. So I called Dell customer support to return my TVs(that are not even delivered yet) and to my surprise I am told that I would have to pay a 15% restocking fee. I talked to Customer Care Supervisor Arun Parsad and tried to explain to him that there was no mention of the restocking fee on the order page but no one really listened to me so I requested a call back from the Customer Care Manager Shane Mills. She called back and basically told me that there is nothing that she could do and was about to hang up and then I asked her if she can get me the name of her supervisor to which she bluntly said no and also denied me to record any phone conversation. This is really bad customer service, first there is no mention of the restocking fee on the order page, and the fact that I don't even have the TVs delivered yet, I haven't even touched them let alone open them. I have bought numerous times from Dell and other retailers and wherever there's a restocking fee, it specifically says on the webpage or on the product packaging and that's only if the customer opens the product. I have bought my gaming RIG and Alienware from Dell and was thinking of grabbing the new XPS but with this kind of customer service I don't feel confident in doing business with Dell anymore. I wasn't not asking for anything special here, just wanted to return the product and have my money back as there is no need of those TVs to me right now. And also, there was no delivery fee, if there was one and Dell would like me to pay for returns, not amazing customer service but still whatever, I can deal with it, but it was free delivery and now they want to charge me almost $500 for just placing an order on their website?

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