I ordered a laptop, a Dell XPS 13-9370, online on Tuesday the 12th. My initial payment method didn't go through for some reason. I got an email about "an issue processing [my] payment," which was odd because I had just used that same card to order something on Amazon. I thought, "Okay, maybe my bank wants to put this massive order on hold for fraud." I called Customer Service and spoke to an agent named Rachel, who quickly understood what was wrong and helped change the payment method. I thought everything was okay and that my order would be shipped to me before the 18th. I needed it before the 17th, and Rachel said it would be expedited since I was willing to pay for it. On Wednesday the 13th, I checked online and it said my order was still on hold and payment was still in process. When I checked my bank, I found out that I had been double-charged $1400 for a whopping total of $2900, rounded up. I called Dell again and got connected back to Rachel. She said the order was on hold and that it would be shipped by the 18th, which was too late for me. I needed it before the 17th. She told me to call the Order Modification department, who could resend my order in a timely manner without charging me. When I spoke to an agent in Order Management who did not tell me her name, she said she didn't know what to do. I asked to speak to her manager. Her manager, Camila, told me that the only thing she could do was cancel my order and reorder the entire thing. That meant, according to her, I would be charged $1400 a third time! I refused to pay a third time and demanded to speak with her manager. She said her managers don't speak to customers. I told her that that isn't good customer service and she put me on hold and transferred me to the Tech Support team, which 1: doesn't make sense and 2: means she didn't want to deal with me. I felt bad for the guy I spoke to, Gopal, who transferred me, after listening to me rant for five minutes, back to Customer Care. Paul at Customer Care took my call and said that he was looking over my case. He put me on hold and next thing I know, I'm talking to Rachel again. I got upset at this point. After telling her everything, I decided enough was enough. I cancelled my order completely and asked for a written confirmation of all of my money, the $2900, to be refunded to me. Thanks to her, I was able to talk to Divya in the Credit Card team who made sure my case was active. I wanted a confirmation in writing, because I didn't trust their words anymore. Kevin and Sheriff, who was a manager, in Customer Care helped me out and sent me confirmation emails with the guarantee of refund in writing. I told them that they need to fix their customer service if they want to be successful, thanked them, and went about my day. This is the first time, and last, I've personally bought from Dell. I have a relative who had to pay over $3000 to Dell after they screwed up her order. I spoke to someone who told me that they were charged $7000 total for a $1800 laptop and never received it. I'm a student, I have enough stress on me. This was unnecessary and completely irresponsible. I work in retail; I know that a company works based solely on reputation. If this is how Dell, one of the leaders in American computers, works, then I hope they go out of business. TL;DR: I tried to order a laptop, got charged twice, spoke to 8 different people in the span of 1.5 hours, ended up cancelling the order, wrote a 3600-word essay/review, and am going to buy from HP. Thanks Dell, for losing a customer who was willing to pay for expedited shipping.