Dell outlet new vs. certified refurbished

I placed an order on dell outlet for a "new" xps 13 2-in-1 laptop.

It was listed as new so I was assuming it is new.

However, when I received my item it was not packed like what I would expect for new laptop. Therefore, I sent an email to CSR to tell me the condition of my laptop. I was told it was certified refurbished.

Can anyone tell me if this is right? There is price difference between a new and a refurbished one. And why would Dell outlet present it as a new one while it is actually not?