Order [protected] Case number [protected] Ordered a Surface book 3 laptop on the 30th January which came to £3, 434.95 with an essentials bundle for my company. It was important because my old laptop was too slow and I was dependent on being able to work from home to earn money. Microsoft despatched this on the 1st February and took payment. I was told via email to expect delivery on the 3rd February. The essentials part of the bundle was delivered on the 3rd February but not the laptop. The delivery of the laptop was rescheduled a further 9 times. The delivery driver turned up with the laptop 10 days after payment had been taken. He then told me the system had rejected the delivery and that I could not have it and was returning it to the warehouse. I phoned Microsoft support on the 10th Feb to find out why the laptop could not be delivered. They contacted the delivery company UPS and they said there had been a request to redeliver the laptop which coincides with me ringing them 4 days before to ask for assurances they would deliver my laptop. I then requested that I would like a refund because I had no confidence of getting the item redelivered any time soon. I need this laptop for my business and I need to get another one ordered from a company that can deliver it. I asked about their complaints process to be told there wasn't one. I am now being held hostage with Microsoft because they are not willing to give me a refund until UPS has delivered the item back into their warehouse and then the system will take a further 7 days. I do not see why I have to wait so long as I never received what I had paid for. I also paid extra for leads, earphones and software that I cannot use. I still want to order the same laptop but cannot do this until I have been refunded.