Reader Bret doesn’t particularly feel like buying a monitor for Gladys, a random woman who lives in Wichita, KS. Explaining this to Dell and UPS, however, is about as fun as you think it would be.
Thought this situation might be of interest to Consumerist readers, a short synopsis:
I ordered a Dell monitor to be shipped to Boston, MA on 7/15 with free 3-5 day shipping
On 7/18, Dell shipped the monitor and charged my credit card
On 7/21, I checked the UPS tracking which stated that the item was “Out for Delivery.” Unfortunately, it was out for delivery in Wichita, KS, about 1600 miles away from where it should be.
On 7/21, I called Dell to ask about the problem and they claimed their system showed my correct address in Boston as the shipping address and UPS must have done something wrong. I asked to speak to a manager who then tells me the same thing.
On 7/21, UPS called me after Dell provided them with my number and tells me that they are looking at the box with a Dell label on it stating that the package was sent to a “Gladys [redacted], [address redacted] Wichita, KS.” While I’m sure Ms. [redacted] is a very nice lady, I do not know her and did not decide to buy her a new Dell monitor just for fun. UPS said that the only way to get the package to me is for Dell to call them and make that request.
On 7/21, I then called Dell back and reported what UPS told me. Dell once again stated they have the correct Boston shipping address in their system and that UPS is lying to me. They will not call UPS to fix the package routing because “they do not do that and UPS was incorrect in saying that they could do that.” The customer service representative, after saying he understood the issue, stated that one of my options was to pick the package up at the service center. He wanted me to fly to Wichita and pick up my monitor.
On 7/22, I called UPS again after seeing that the status for the package had been changed to “Receiver will pick up at UPS Facility.” UPS says that someone (which wasn’t me) called the night of 7/21 to inform them that the recipient (me) would be picking up the package in Wichita. Evidently, the helpful people at Dell called UPS last night to let them know that I would be picking up the package in Wichita.
At this point, the package will sit in Wichita until Tuesday, 7/28, at which point UPS will send it back to Dell. They would then process it and (hopefully) send me a replacement.
Through all this, I tried to tell them that I am the customer here and that their shipping issues are not my concern. In my opinion, after recognizing the shipping issue on 7/21, they should have immediately overnighted a new monitor to me in Boston. The incorrect shipment would then be processed by UPS and sent back to Dell sometime in the next 1-2 weeks and the issue would be resolved. Unfortunately, Dell seems to believe that pointing fingers at UPS is the best policy and that charging buyers for goods they have not provided is a fine policy.
I would appreciate any publicity you could provide on this, as everyone should know that Dell doesn’t believe that it is their responsibility to make sure items reach their customers
We think its just adorable that Dell volunteered you to pick up the monitor in Wichita. Google Maps says it’s only 1,624 miles away, we don’t know what your problem is. Just hop in the car!
Ok, Ok, fine if you really must complain, try kicking your complaint upstairs. You may reach someone at Dell with an interest in geography.