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I purchased a replacement Laptop (mine was stolen) which arrived with an international keyboard instead of the UK one as ordered. (it turns out they don't have any UK ones in Platinum but the ordering system didn't tell me that). I have raised a return and it is stuck at,

1. Awaiting Drop offOct 9, 2026: Your return items have to be dropped off at carrier location.
2. complete
   Return submitted for approval
3. complete
   Return Initiated

I still haven't received an email with the returns number and label even after TWO long chat sessions both of which ended with them saying they had contacted the appropriate department. The second person gave me an email address one.dell.car@dell.com and an incident ref. number  an told me to contact them. I received a reply saying 'This email address is monitored for active open case'. How do I get this return progressing?