Frustrated with Customer Support.

I bought a computer on the 16th on November for my sister and found out a few hours later, she had gone out and bought one that same day. I sent an e mail thru the website to the dedicated team canceling the order that very same day. The order was in pre-production and eligible to be cancel according to the terms on the website. The site stated I would get a response within 1 to 2 business days. 48 hours later I had not received a response and sent another e mail. The computer was still listed as in Pre-production. Still no response and now the computer is in production. Six days later I receive not one but two separate replies stating that the computer had shipped and could not be cancelled. Per the emails I just had to send an email to get the pre- paid return labels for UPS to send the computer back. The computer arrived on the 29th of November and sent an email asking for my return label. So far, after two email requests, three phone calls , one with a "manager" who could do nothing more then transfer my call to returns. i am so very disappointed with the customer service from Dell. I work in customer service where we are pro-active in helping our customers and bringing our brand forward. I was frustrated each time I talked to anyone , where phrases like dedicated and award winning where continually being repeated and yet my concerns were never understood. I was so frustrated that a manager could not even think to intervene on my behalf, especially knowing that I could no longer stay on the phone and had to return back to my job since I was on break. What should have been a simple small thing to do becomes escalated into something much bigger. one person promised me a return call last Friday.  I still have not heard anything . All I want is my return labels and I want them now.