Two Premium laptop orders both with screen issues

Hello folks,

My daughter has always loved Dell. Her previous laptop was an XPS 14, and it was time to upgrade her college laptop. We decided on the new Premium 14 as her Christmas gift, but unfortunately had to return it due to a hotspot on the bottom of the screen.

We placed a new order, but the second laptop arrived with a visible bubble on the screen during startup. At that point, we decided we were done with Dell. I’d like to either purchase something different for her or at least give her the funds so she can choose another option herself.

However, none of the refunds have been issued yet. The second laptop is still in FedEx’s possession, but the first return was completed over 10 days ago. Why does it take so long—especially for a technology company like Dell—to issue a refund for a brand-new product that was never even set up?