Lost delivery

I ordered a new MacBook Air on the 11th of Jan, for a next day delivery. it didn't show up. Although i can track the item via the courier, it says it has been in the same place for over a week - and had only been scanned twice. After speaking to an advisor, earlier today (my 4th call with to track the order) i was told that i would be sent a new device. i received an email stating that i will have it delivered tomorrow, which is good, except the tracking number directs me to the original shipment... THEN 25 minutes after the confirmation mail i receive a mail stating that the original item was delivered (though there was no proof of delivery) and i was a victim of crime... now the help desk won't accept calls, so i am helpless...I am tearing my hair out as there seems to be a series of events that are outside of my control, however my money has been taken... HELP PLEASE