Business Profile

Computer Dealers

Dell Inc

Headquarters

Complaints

This profile includes complaints for Dell Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,372 total complaints in the last 3 years.
838 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/23/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a PC from Dell on 9 July 2025. Dell shipped the computer via ***** and delivery was made to a person named NAGELA on 11 July 2025, not me. The package is stolen and Dell is refusing to reimburse or refund the funds. Attached is the ***** proof of delivery signed by someone named NANGELA and a police report from the ********************************** explaining the theft. I have emailed these documents to Dell and have yet to receive a reaponse.
Business Response
Date: 07/24/2025
Dear Better Business Bureau,

A Dell representative, ******, has contacted the customer and is working with them to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 213289031
Dell Technologies
Customer Answer
Date: 07/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* ****
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have Dell accidental protection and premium service on a laptop. I called Dell today. I was forced to make approximately five calls before getting through to a live agent. During one call, the agent hung up on me. During the second call, the agent hung up on me. Dell told me today I am entitled to a replacement power cord and related parts, yet the unprofessional employees, apparently based in *****, continue to hang up on me and seemingly have failed to send me the part.
Business Response
Date: 07/16/2025
Thank you for providing a copy of the customers submission. A ********************** representative will soon be assigned to this case, who will contact the customer to address their concerns. ********************** will update the Better Business Bureau upon assignment.
Business Response
Date: 07/17/2025
Dells representative, ******* has been assigned to this case and he has initiated contact with the customer; in their attempt to address and bring this matter to a reasonable resolution. We ask the customer to work with *******, who can be reached directly by email at ****************************************************************.
Business Response
Date: 07/22/2025
BBB Complaint ID: ********

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer, **** ******. Thank you for providing a copy of the customers submission.

Dells representative, *******, had been assigned to this case regarding the customers inquiries and concerns about their Dell XPS 9315 notebook computer requiring the replacement of the system power cord and the A/C adapter. Dell dispatched these parts directly to the customer which delivered on 7/15/2025.

We apologize if the customer had difficulty reaching a live agent to assist them; additionally,we apologize if any of our representatives were unprofessional in any way towards the customer. ********************** appreciates the customers candid feedback.

We appreciate the customer allowing ********************** to address this matter for them; and we thank the Better Business Bureau for bringing this matter to our attention.

Sincerely,

Advanced Resolution Services
Incident ID# *********
Dell Technologies
Customer Answer
Date: 07/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ******
Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I work in the city of *******'s IT ***** We got a request from one of our end users because the Dell 32 inch monitor he had was very dim, so I worked with Dell to get it replaced. They sent us a most likely refurbished replacement and now the replacement is having an issue where it flickers on and off. The previous monitor did not have this issue. The person who submitted the issue has 3 coworkers whose monitors are also experiencing the flickering issue. Despite telling Dell several times that we've tried everything they have asked of us, they still refuse us service, either by replacing the monitors with NEW ones or sending someone out to take a look and troubleshoot our issue. This has been going on for a few weeks now and we have yet to get a resolution. Their support methods are ridiculous. They require us to provide a postit note with name, date and case number on it next to the service tag and serial number and even after doing all that, they are still not going through with a resolution and continuing to tack on extra steps, some of which we have already done. Their support has severely degraded over the years and its to the point its awful now.Service tags of the defective monitors 8LR60P3 F8MXDH3 GBLXDH3 BS2PZN3 (this is a defective replacement for the one that was very dim with service tag 88MXDH3). I am not sure where service tag 7NR3C34 and just think its another attempt for Dell to deny us service/replacement.All I want is replacements that work for all 4 monitors but Dell is refusing or putting us thru hoops just to get the monitors replaced.Thank you for your time. If you need to contact me for anything, please call me at ************.******
Business Response
Date: 07/16/2025
A Dell representative will be assigned to this case and contact the customer to address their concerns.

Business Response
Date: 07/25/2025
Dear Better Business Bureau,

Thank you for providing a copy of the customers submission. I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. ********************** representative Cross ******* reached out to the customer and confirmed the replacements were received and are working without issue.

Sincerely,

Advanced Resolution Group
Incident ***********
**********************
Customer Answer
Date: 07/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. There was still a lot of hoops to jump through to get to the point and I do think Dell could streamline their process better, but they did resolve the issue eventually, so the end result did meet proper satisfaction.

Regards,

****** ******
Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
06/02/2025 - Dell laptop shipped 07/05/2025 - returned from a week's vacation and it would not power up 07/06/2025 - called Dell support and went through a number of processes to try and get it powered back up. Nothing worked. The last step was to remove the back cover (assuming to check the batter), but could not get it off. Requested a service technician come to my home to make a batter replacement.07/07/2025 - received this note: "the delay is due to the temporary unavailability of the required part, which has impacted the processing of your request." 07/08/2025 - called support and no timeline could be given for how long it would take to get a new battery. I requested to exchange for a new computer since this is barely a month old. I was told that it would ticket would be raised to another level of support and someone would get back to me within 24 to 48 hours.07/10/2025 - called support again and was told to give it another 24 hours.07/11/2025 - called support once again and assured I would receive a call today but that is doubtful.Dell Support: Case Number ********* I need a working computer and wish to exchange this one for something ************ in ***** is unacceptable. Extremely hard to understand what they are saying and it feels like I am being told nothing but lies.
Business Response
Date: 07/16/2025
Thank you for providing a copy of the customers submission. A ********************** representative is being assigned to the customers complaint and will be attempting to reach the customer by phone and email.
Business Response
Date: 07/23/2025
BBB Complaint ID: 23586570

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, *******, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback. ******* has assisted in getting the repairs on the customers ********************** completed. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Customer Answer
Date: 07/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I do not think he should have taken nearly 2 weeks to resolve the issue. I believe that the only reason it was resolved this quickly was due to this complaint.

Regards,

**** ******
Initial Complaint
Date:07/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I purchased the product Insta360 X5 Digital Camcorder from ****************************** on June 24, 2025. Dell Purchase ID: ************* My Customer No: ****************************************** Price Guarantee policy webpage link:******************************************************************************************************************* Dell product link:************************************************************************************************************************************************************************ The products listing price dropped from $549.99 (June 22, 2025) to $519.99 (July 9, 2025). I contacted Dell via online chat for a refund of the $30 difference. Dell agent denied my request.I request Dell to refund the $30 product price difference to my original payment credit card ending ***** or send me a refund check.Thank you for your ********* regards,Qing Xing
Business Response
Date: 07/11/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him ************************ via his email at ***************************************************************

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.

Business Response
Date: 07/17/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and informed customer that his order was already placed at a discounted price and no further discount will be provided.
Dell considers this as resolved.

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Initial Complaint
Date:07/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service tag #CRYVFS3 laptop will not boot. Pro support worked with me for two hours and determined that the hard drive needs replaced. On site service has postponed 4 times. If they even show up then, it will be almost a month. I offered to take the laptop to a service center and still no resolution.
Business Response
Date: 07/11/2025
Thank you for providing a copy of the customerssubmission. A Dell representative has been assigned to the case and will be contacting the customer. The representative can be reached directly by email at *******************************************
Business Response
Date: 07/18/2025

BBB Complaint ID: 23576855

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, *****, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback. ***** worked with customer to ensure service was completed and issues are now resolved. The case has now been closed. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Initial Complaint
Date:07/08/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order Date: Jun 14, 2025; Dell Purchase ****************; Order Number: ********** Purchased 2 laptops, *** delivered 1 of 2, marked delivery as completed. Instantly contacted the *** to put them on the notice, contacted dell, supplied video surveilance to prove imcomplete delivery. Case # *********. When I am gettign my laptop? How is brand new laptop is at the end of life? from *******: item is at the end of life. Your replacement order #********** appears to be End of Life (EOL). Weve reached out to the factory to confirm whether the order can still be supported, and our escalation team is expected to provide an update as the order has been prioritized; however, the merge center currently does not have the necessary supply to fulfill it. Once the required materials become available, the order will be expedited accordingly. I sincerely apologize for the inconvenience and the overall experience you've had to go through. Please rest assured that we are actively working on your order and doing everything possible to ship it at the earliest. We appreciate your patience and will keep you informed of any further developments.*******. P Senior Analyst, Customer Care ********************** Technologies | ************ & Engineering, Global Customer Care Office: +1 ************ *************************************
Business Response
Date: 07/10/2025
Dear Better Business Bureau,

A Dell representative, ******, has contacted the customer and is working with them to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 212585639
Dell Technologies
Business Response
Date: 07/15/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the BBB filed with your office by the customer. Our representative, ******, has informed the customer that the refund has been credited back to the customers original payment method. A credit memo number has been sent to the customer. We ask that the customer follow up with our representative should there be any further questions regarding this matter at ************************************************************************.

Dell considers this matter as resolved.

Sincerely,
Advanced Resolution Group
SFDC# 212585639
Dell Technologies
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint regarding a denied warranty claim by Dell. My laptop screen began showing flashing vertical lines on the left side. I filed a warranty claim and provided clear photos. Dell responded stating the screen was damaged or cracked internally and denied service, claiming it was caused by physical damage.This is incorrect the laptop has never been dropped, hit, or mishandled in any way. It has been carefully used and protected at all times. I believe the issue is a hardware defect, not user caused damage, and ********************** is refusing to honor their warranty without proper **************** requesting that Dell re evaluate the claim physically in good faith and provide the warranty service Im entitled to.Order number: ************* Order date: 07/16/2024 Service tag: 5LZBV34 Case Number: *********
Business Response
Date: 07/09/2025
Thank you for providing a copy of the customer submission. A ********************** representative, ******, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ****************************************
Business Response
Date: 07/15/2025
BBB Complaint ID: 23568473

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, ******, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback. ****** has assisted in having the customers ********************** repaired and shipped back to him. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Customer Answer
Date: 07/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 5 star customer experience by ******. Thank you

Regards,

Mustafabatur Sukas
Initial Complaint
Date:07/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 5, 2025 I called Dell customer service and tech support 4 times and could not get beyond the automated voice. I was always told to go to the website then it would disconnect me. This is very frustrating. Doing business this way will ultimately lead to Dell's downfall. Humans want to interact with humans on a human level. ** does not purchase or use computers. The most important part of your customer service is missing the human element. I realize now I should have purchased an HP laptop. I will never ever entertain the idea of purchasing Dell products in the future. I wasted my money purchasing from Dell, it will never happen again.
Business Response
Date: 07/09/2025
Thank you for providing a copy of the customers submission. *********************** representative, *******, has been assigned to this case and he has initiated contact with the customer by email and phone; in his attempt to address and bring this matter to a reasonable resolution. We ask the customer to work with *******, who can be reached directly by email at ****************************************************************.
Business Response
Date: 07/14/2025
BBB Complaint ID: ********

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer, ***** *******. Thank you for providing a copy of the customers submission.

Dells representative, *******, had been assigned to this case regarding the customers inquiries and concerns about their Dell Inspiron 14 7445 2-in-1 Notebook computer. The customer also mentions in their letter of complaint they had a challenging time trying to reach a live person for assistance.

Our records indicate ******* had called the customer, apologized for any frustration they may have experienced when they called Dell and he offered to arrange a time to troubleshoot the computer so he could determine what the issue/s were with the ************, 07/14/2025 the customer informed ******* they were recovering from an ailment and will not be available or able to work with Dell on this matter at this time. ******* invited the customer to contact him ************************ once they are fully recovered.

We thank the Better Business Bureau for bringing this matter to our attention.

Sincerely,

Advanced Resolution Services
Incident ID# *********
Dell Technologies
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service Case Number ********* June 9, 2025 Service Tag: J4ST794 Express Service Code: *********** Dell Tech Support failed me and Dell all the way through Level 3 Tech support for an issue that is a Normal Condition. They all concurred, the Power Supply Unit (***) may be failing and authorized a replacement ****A Dell Home Tech was dispatched to my home with a new Power Supply Unit (***) to repair my ** that was working Normally. After the repair the ** would not work at all and required a new ** replacement.Note: When I received my replacement system, I immediately could see the Power Cables to the Graphics Connectors on the broken **, that were connected by the Dell Tech, are all wrong compared to the new unit. It is unknown what other components may have been damaged when the ** was powered up by the tech, due to the improper *** installation.I have found out on my own that the original issue I called about, is a Built-in Self Test (****) that occurs when A/C power is initially applied to the **** Reference Dell Web Page and note ***s without a **** button:************************************************************************************************************************************************************************************** Although, this website does not specify the Aurora ACT1250, the information pertains. The Alienware Aurora ACT1250 *** has no button to manually run the **** and therefore automatically runs this test whenever A/C power is applied to the **** There is nothing documented by Dell in any owners documents for the Alienware Aurora ACT1250 explaining this occurrence. Apparently, none of the Techs involved in this case knew anything about this and thought the *** must be failing. This whole fiasco should never have happened.I just want Dell upper management to be made aware of an incident that should have never happened due to lack of documentation, knowledge, incompetence, poor training, or probably all of the above. There are more details than I can list in this venue.
Business Response
Date: 07/08/2025
A Dell representative will be assigned to this case and contact the customer to address their concerns.

Business Response
Date: 07/14/2025
Dear Better Business Bureau,

Thank you for providing a copy of the customers submission. I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. ********************** representative ******** R reached out to the customer and listened to the customer's feedback and documented the customer's experience. ******** apologized and thanked him for the input.

Sincerely,

Advanced Resolution Group
Incident ID: ********
**********************
Customer Answer
Date: 07/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

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