Dell Returns Policy - warning

carnesure

We recently placed an order with Dell via their website for over £1,200 for three computers and accessories. On receiving the order we decided that we did not want two laptop cases as once we saw them we realised they were not adequate for our requirements. So we contacted Dell to organise returning them.

Here's the rub. We are a small business and purchased them through their business site. In their terms and conditions (buried in their website small print) they basically exclude ALL returns unless there is a fault. Unbelievable.

Now I know that we are a business and therefore not covered under the distance selling rules, but in all my dealings with other companies I have never come across such a restrictive returns policy and unreasonable behaviour.

Of course their dire customer services department has been of no help with no ability to escalate or talk to a manager apparently, so we are in the process of complaining in writing.

So, for anyone out there here's a tip - if you do decide to purchase through Dell and you are a small business, purchase as a home consumer - the prices are roughly the same although the choice is less. At least that way you will be able to return goods that you do not want.

We have been putting several thousand pounds of business Dell's way over the past years. Over the return of two items costing around £60, and the shocking way they have dealt with it, we will never be using them again.

If anyone has any advice on how we might proceed with this or have faced the same problem we would be very grateful to hear from you.

Ronnie

isofa

Try and contact them directly in Ireland: 0035 3850 333 200

knowledgepower1

You can't blame them because all DELL computers are bespoke. Why will you order a specific configuration and want to return it without fault?

macman

No retailer is obliged to offer returns unless there is a fault, though of course most do. Changing your mind is not a fault.
However given your record with them it does seem very short sighted of them though.

robt_2

knowledgepower1 wrote: »

You can't blame them because all DELL computers are bespoke. Why will you order a specific configuration and want to return it without fault?

A bespoke laptop case? I think not

bribrian

Stitching can easily come away & therefore it's faulty................

Leo2020

As you know yourself that you don't have the same rights as a consumer I'm not sure what the complaint is about? You were purchasing as a business so Dell don't have to allow for returns within seven days. They stated in their terms and conditions that they don't allow returns for unwanted goods so they weren't hiding anything from you.

You can write a letter asking for a refund but it they say no there isn't anything you can do.

carnesure

Thanks for everyone's replies.

To isofa - thanks - will give that number a try.

To knowledgepower1 - we are trying to return laptop cases, not a PC. I would fully understand the issue as their PCs are made bespoke, but we needed to see and try out the laptop case first for suitability, something which is impossible to do fully from an image or description on a screen.

To leo2020 - I know that basically Dell have us on this one and to be honest it looks like the cases will be going on eBay, but it's basically unreasonable behaviour towards an existing customer. We deal with quite a number of suppliers and have never encountered such a policy. I know that we could not run our business that way, and neither would we want to.

The reason for posting was primarily as a warning to others of Dell's policy as it is not in any way made obvious at the point of purchase, and if you do search Dell for their returns policy the primary web page you see refers to the 7 day return option - it's only when you delve deeper that the exception for business users is highlighted.

swvillafan

I've been in a similar position to the OP with Dell with a projector which turned out to not be suitable.

I spoke to Dell and they pretty well stuck to their guns over the no returns policy as you would expect. After a bit of moaning they did cave in a little bit and offered a discount off the cost of the correct type of projector, it was a bit of an expensive excercise though.

Like OP says, people should be aware of this and that it is different for business users compared to normal consumers.

Fifer

Leo2020 wrote: »

You can write a letter asking for a refund but it they say no there isn't anything you can do.

There is. He can take his business elsewhere in future.