iphone 6 order misplaced by UPS

Hello,

I'm not sure if this is the correct place to post this question, but I have tried to search for the correct forum and have been unable to find it.

I place an iPhone 6 order thru apple online store on 10/3/2014. It showed as shipped on 10/6/2014 with tracking information. Based on the tracking information UPS delivered the iPhone on 10/10/2014 but I never received the phone. I complained to UPS and they said to call Apple which I did. I have not yet received any call or email from Apple providing an update or acknowledgement that the problem is noted and is being worked on. When I call the Apple support, they say that I should receive a call or email and a shipping investigation has been initiated. Does anyone have any insight on Apple's process with cases like these and who should I contact to get a response from Apple?

Any help would be appreciated.

Thanks.