Lenovo — lenovo y740
DmDmTP on May 4, 2019
This is the worst company i have ever dealt with. I ordered a lenovo legion y740 from them in march of 2019. At the time i was promised a shipping date a couple of weeks out and for the product to arrive a week following that. I was excited. I had done research on this product and it was everything i wanted (Despite being a bit over the budget i had planned for). A week or so later they delayed the laptop 4-6 weeks without notice. I was not happy so i called them. The customer service team read from a prompt and blamed my order for being custom. For clarity, i asked for a larger ssd and windows pro (Not a problem that should result in a 4-6 week delay). Customers with delayed shipping had been offered a discount. So reluctantly i decided to wait. I had been charged (Or so i was told at the time) and the refund would take a while i was told. They offered to contact the "warehouse team" and get an update and ask for it to be expediated. I was promised they would be in touch with me via email. This, of course, never happened. Plus, i was excited about the product. When the date for shipping arrived they updated the "shipping date" to the next day and the "estimated arrival date" to the same day as the "shipping date." this did not add up so i called them. They read me, word for word, the same speech about my custom order. At this point i was on call three with them i believe. I was angry. They said they could not tell me where my order was and would have to contact the warehouse team for an update. I was angry but the tech did send me an email. Of course, there was no follow up. Later that day i decided to cancel the order. I called and requested a cancel. The person from lenovo tried to convince me it would ship the next day and that he would give me a $100 discount. I declined and demanded a cancel. They put in the cancellation and told me it would take 24-48 hours. At this point i was suspicious because i could not find a charge for the laptop on my account. I asked them if i had already been charged and they said i had and that they would have to process a refund for the full amount due to the cancellation. I later found out from my bank and amazon pay that i had never been charged. After my cancellation request i received an email stating that my order would be cancelled due to "federal law" because they could not estimate a shipping date unless i contacted them and requested they keep it open.
A little over 24 hours after i cancelled they shipped the laptop.in looking at other customer complaints i understand this is a common response so they can claim that the laptop was in the process of shipping and could not be cancelled. That is not true. Their own website said it wasn't shipping and i had an email stating they had no estimated shipping date!
I called lenovo again, they stated that they could reroute the package and "once it was received" by their north carolina warehouse they would process a full refund. I was confused again, they had never charged me. I did not want them to refund money they never charged but i did not want to pay to ship the laptop back to them. I asked where the money would be refunded to me and they said to "amazon." i checked the ups tracking website, the laptop had been shipped but a new delivery location was in process. I called amazon pay, they told me that the charge was "in process." however, they issued an email to lenovo stating that this was cancelled and i never received an item so lenovo needed to cancel the payment it process. This email was apparently ignored.
On 5/2 the laptop was received by lenovo in whitsett, north carolina. I have the ups shipping confirmation. After lenovo received the laptop, they charged my credit card for over $2, 000.00. This is theft. I did not receive the laptop. I did not want the laptop. I had cancelled the laptop. Amazon had tried to cancel the laptop. I called my bank but had to wait for the charged to officially post to my account before disputing it. I have also filed a complaint through amazon pay and they are trying to resolve this as well. I cannot call lenovo today because it is a saturday and they are not open.
Every time i called lenovo their person on the phone clearly had no idea what was going on. They would lie to me about the reasons for the delay (Apparently there was a shortage of parts from the manufacturer - something i might have understood if they just told me that) and made promises they did not fulfill. They told me that they had already received payment. They had not. The customer service people refuse to allow you to speak with a supervisor. They are utterly unhelpful and i wasted hours of my time trying to resolve these issues to no avail.
[May 04, 2019] Lenovo customer support has been notified about the posted complaint.
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