Apple Customer Service is Broken

I recently ordered an iPad, with expedited shipping as this was a gift for my daughters birthday. It was scheduled to arrive the next day between 3pm-5pm. The driver stopped in front of my house, never got out, never called... after a few seconds he left. ( I am more than willing to show the video of this ) I called customer service, after an hour on the phone, they ordered a replacement. However, it is now 5 days later and the order is still "processing" with an estimated wait time of another week. If I had known it was going to take that long, I would have ordered next day online again.

Not only was there a failure in the actual delivery, but Apple couldn't even order a replacement next day. Meanwhile, my daughter is impatiently waiting for her iPad. I really do not understand how a company like Apple compounds a failure, with additional broken processes. It seems rather simple to either call the driver to turn around, or worst case, order the same iPad from the same store and deliver it the next day.

Really disappointed at how this is turning out.