Assistance with Order No., Return No.

For the past two months, I have been trying to return a device I purchased that arrived defective. I have tried in every possible way to have it collected, and even attempted to send it myself, but it has not been possible.

Please review the email chain I have had with agents Adnane Mourtah and Asmaa El Idrissi, where the entire case can be clearly seen. In a phone conversation with Adnane one week ago, I was told that my refund had been processed, which is false, as the return status remains unchanged. I now find myself trapped, without my money to purchase the equipment I urgently need, and I am receiving no response from your side.

I have been a Dell customer for several years and was always very satisfied with the brand, consistently choosing it over others. Honestly, with this experience I am not satisfied at all. I find it unacceptable to wait two months for a solution. This situation is affecting me, and I even feel it is a scam since I have neither my money nor a functioning device.

My intention is to find an friendly solution and I kindly ask you to resolve this issue. At this point, I do not wish to take further actions, but if this remains unresolved for another week, I will have no choice but to pursue legal action and share this experience publicly across all platforms, as this situation is illegal and goes against purchase and consumer protection policies in Spain.