Costco review: Customer service/apple brand

I purchased an Apple MacBookAir on Sept 6, which was to be delivered on Sept 11. The item was delivered via UPS on Saturday, Sept 9. I retrieved the package from my porch and wrapped it for my husband's birthday on Sept 11. On the morning of Sept 11, I watched my husband open his birthday present; it was an empty box.

I immediately called Costco. The CS person said the people in the dept which handles Apple items were not in yet and to call back. I called back twice; both times no one in that dept was available. The FOURTH time I called on Sept 11, the CS person said that my issue was given to the OrderProcessing Dept and gave me a case number. She also said that dept will be contacting me 24 to 48 hours.

I heard nothing and called on Sept 13 which a CS person said that the OrderProcessingDept would be calling me that day. I waited all day to speak to someone re my husband's birthday present empty box. When it was the end of the day and no one called, I again called Costco. This last CS person told me that no one would have told me that someone from the OrderProcessingDept would call me!

The CS person on this last phone call told ME to send the OPD an email to discuss the problem!

I told her that I was told more than once that someone from Costco would contact ME and I did not take the email address.

Needless to say, it's 5:30 on Friday, Sept 15 and I've heard nothing from Costco.

Would someone from Costco kindly explain to me what is going on with my case number aka my husband's empty box birthday present.