Dell Sent Me a Used Monitor at Full Price – Refuses Fair Refund
I ordered and paid full price for a brand-new Dell UltraSharp monitor, expecting a product “off the assembly line” as promised. What I received was clearly used or refurbished — damaged packaging, unwrapped cords, and a manufacture date from two months before my purchase. I raised the issue through Dell support and eventually had to file a BBB complaint. Dell offered a 10% “goodwill refund” and a replacement, but never explained why a used unit was sent at new pricing in the first place. I declined the replacement because Dell is known for sending used replacements, and I wasn’t about to start that cycle all over again. I offered a reasonable compromise — a 25% refund to reflect the actual condition of the monitor they sent me. Dell refused, citing “policy” that they don’t adjust pricing after a sale by more than 10%, even in cases like mine where the product received was not what was sold. On top of that, Dell’s internal documentation falsely stated I had been working with a representative I’ve never even spoken to. They also never provided tracking information for the replacement they claimed was available. This isn’t just bad customer service — it’s deceptive post-sale behavior. Dell has refused to acknowledge their error or make things right. If you plan on buying a high-end monitor from Dell, be prepared to fight for what you paid for. And if you receive a used product at new pricing? Don’t expect accountability.