Return Laptop, Dell policy

I am trying to return this Dell Laptop which is barely used for a couple of days. It all happened as my wife likes her present laptop with Touch Screen but it is getting old. I got a Promo email where  for some reason your laptop was advertised as having a Touch Screen so following the link I ordered it on April 25th for her. We were out of town for 2 weeks, then waited for a few days so kids could give it to her on Mother's Day. She liked it but was disappointed to see that there is no Touch Screen. She still tried it for a few days to see if she can live without the feature but she can't. So I started the return process on May 25th & ordered another model with the Touch Screen on same day (after midnight so technically next day). But I got an email that the return is denied due to policy. I asked for an exception and even called the Customer Care but the only option they are giving me is to return it as a trade in. By the way, calling the Customer Care is like trying to reach the White House. The automated system is most user unfriendly and most options lead to one option and that is to email the same people who have no empathy. Even when I asked the Customer Care, he reported that he talked to the "Returns Team" which sits in the back and can't talk to you directly. I was told that a Supervisor can't help and when I insisted I was told to hold for a very long time and then that I will get a call back....which I am still waiting on :((

Thank you so much for any help I can get as I don't want to go through AmEx & ask for a charge back, which I was told is an option of last resort. In that case I will for sure put my case online whatever other forums I can for poor handling of a customer and bad post-sale service.