Ordered new laptop and monitor from Dell, just before Xmas.
Arrived Wed 24 Dec; both boxes very badly damaged. Refused to accept them; telephoned Dell Customer Support. Was told that replacements would be sent right away and that an E-mail confirmation to that effect would be sent.
Wasn't expecting to get anything Thu/Fri (Xmas Day/Boxing Day)!
Following Monday - nothing by mid-day, so I phoned to see what was happening. Told I'd get an E-mail Tuesday am at the latest. Tuesday noon, nothing - same again. Wednesday noon (31 Dec), finally got through to someone who knew what they were speaking about, told that no, there wouldn't be a replacement but instead I'd be offered a full refund, but that it would be another week before I got this.
So, that deadline came and went, and still no refund. Today I've been told that it'll be another week before we see the money.
There seems to have been a problem in returning the damaged goods to Dell - Dell's policy is not to refund until they have received the damaged packages. (I have had this confirmed today via Dell's online Twitter support.) In the meantime, we are out of pocket to the tune of nearly £1k.
I'm not sure whether Dell's policy re. refunds is the same as other companies but it seems they may be in contravention of UK Consumer Law:
http://www.legislation.gov.uk/uksi/2013/3134/contents/made
which requires the trader to offer a refund "without undue delay", and in any case within 14 (Calendar) days from when it was clear that a refund would be needed, i.e. by last Monday at the absolute latest.
Goes without saying that when (if?) we eventually do see the money, we won't be spending it on a Dell product.