Courier cancelled delivery, apple doesnt believe me and refuses to accomodate
(screenshots to all of these with proof are gonna be below)
So the new macbook came out, i saw apple had a $9 service where they deliver it in like an hour from the store. I thought it was awesome so i ordered one through this delivery, it says go outside at this time and the delivery person is coming. Turns out they literally just pay an uber driver to pick it up and drop it off. My driver literally never came to my house as I waited outside, marked it as delivered. I was furious, went to neighbors' houses asking if they had one or signed under my name, nothing. so i contact apple support and they were nice about it at first they sent me a replacement for the AirPods and just refunded me the MacBook (because the replacement would have come in 2 months which was too long).
So okay cool, i order another MacBook through this courier delivery. Turns out i get the SAME DELIVERY DRIVER (her name is Heleena). so since its uber, it gives u a number you can text her through the uber text thing, so i do. i texted her "Hi, this is the second MacBook you're delivering to me" "you were supposed to deliver me one yesterday but you never did" so i can ensure she'll actually drop this off. She immediately cancels the delivery and responds to me that she's not gonna deliver it and shes returning it to apple. In my mind I'm like fine, this lady's a b***** that already stole one let her return it. The apple app says "returned to apple" and to wait 5 business days for a refund.
fast forward one week, no refund. i call apple, they say on their end it says delivered but they see on my end it says it was returned (i assume she marked it as canceled and never went back to the apple store) (it also is bugged and still says arriving 1-3pm until i go and click on it where it says being returned to apple so i assumed the whole order may be bugged) . i talked to the specialist and i was like "it literally says she brought it back and if you click on the uber tracking it even says order cancelled", she says she gonna get a senior specialist to call which i thought would be fine. They open a shipping investigation (I'm confused because there's literally nothing to investigate it says canceled but fine, it should finally show them what happened). I call back a couple of days later and every 2-3 days following that, nothing, they open a second shipping investigation. finally, after 2.5 weeks and like 7 calls with apple, a senior specialist calls me (ordered nov 2nd-ish and got the call Nov 18). He says that the shipping investigation said the order came, he called me a liar, and that he won't be refunding me at all or contacting uber or anything. I begged for him to let me send him the screenshots of my texts with the driver, let him sign into my account, he didn't care he was basically calling me a liar and saying to call the police.
So basically this driver Helena (who has complete anonymity, apple doesn't get her full name, the store she picked it up from doesn't, she's untraceable) stole 2 MacBooks ($2700 each) from me essentially and apple doesn't believe me. I don't know what to do, do I file a police report? do I dispute through my card or Paypal (i hear if you try and dispute apple they instantly ban your account which was why I tried to go the normal route). I'm literally so frustrated with this company and this dumb courier delivery i wish i just went into the store and didn't try and save some time.
MacBook Pro (2020 and later)