Dell Online Store: Order verification nightmare!
I'm providing feedback to Dell's online store as a loyal Dell customer. Dell's online store stinks compared to other online retailers. If Dell needs feedback on why their online store is being kicked around by the likes of Amazon.com, I will breakdown some of the process problems on what I thought should have been a straightforward transaction. I shop on Walmart, Amazon, and a variety of online e-tailers with no issues. Even when I travel and surf internationally. But not Dell. They are so strict that they drive legitimate customers like me away from their store.
PROBLEM 1:
I wanted to order a Canon 35mm/1.4L lens today for my brand new Canon 7D but apparently Dell Financial Services (DFS) has to authorize my charges.
I have to dial DFS' order verification line at 1-866-821-0266. That's fine, it's all anti-fraud. It's all good. So I dial and about 7-9 minutes later everything was resolved. They had to dial my phone number just to verify that I was the one who I claim to be.
PROBLEM 2:
DFS authorized my charges! Yey! So I dial back the normal customer service line at 1-800-624-9897 and I checked up on my order. It's still on HOLD! This time it is held up by another department called the credit card order verification group. To think I even used my debit card for this. I said, hey no problem. The phone agent gives me the following number 1-866-383-4713 to dial. If it was going to be a 'breeze' like the DFS notification, I can actually get this lens by 12/30.
PROBLEM 3:
The agent gave me the verification number but he forgot to mention one tiny detail. They're closed on Sundays.
PROBLEM 4:
I call back at 1-800-624-9897. Apparently they are not given any empowerment tools to verify and finally I gave up. I said, please cancel the order because my bank shows it is being charged, DFS shows it is authorized --- yet the order still is on HOLD. I have no idea if it is going to reach my house in time before I travel.
OVERVIEW:
The Dell Store payment and verification process is tedious and annoying.