Lost prints order - No acceptable customer support options

You just tell me if this is the way to treat loyal customers:
12/6 (Wednesday) - placed order, selected express shipping
12/7 (Thursday AM) - received "shipment" e-mail
12/11 (Monday) - Order still did not arrive. I checked the status, and it showed that it had "shipped." But when I ran the tracking number with FedEx, it revealed that the only status entry was "Dec 7, 2006 6:01 AM Package data transmitted to FedEx." In other words, FedEx never even received the package from Apple's vendor!
12/11 (Monday-same day) - E-mailed customer support (since there's no one to call), asking that they re-ship the order. I never received a response to this e-mail.
12/14 (Thursday) - Having received no response to the 12/11 e-mail, I e-mailed again.
12/15 (Friday) - Received e-mail response (to the 12/14 e-mail), blaming it on FedEx ("It seems though, that the package was never retrieved by FedEx."), refunding my money, and saying I would have to place the order again.
Of course, this means I would place the order when I get home, after business hours, it would ship Monday (or Saturday at best), and likely not arrive until Wednesday, even with express shipping. This is too late for me to put the photos in frames and ship them out to relatives.
Again, if Apple's service either A) had a phone customer service line, or B) responded to e-mails in a timely fashion, then even with the lost shipment, I could have re-submitted the order on the 11th, still in time. Instead, I must now go print the photos at a retail photo shop.
I've been very happy with the book printing service, but the print service is terrible. My last order, in early November, took 5 days more than the estimated time to arrive.
This is not the way to keep customers.
PowerBook G4 FW800 1.25GHz SuperDrive Mac OS X (10.4.8)

Hi ravirab,
I am really sorry your order seems to have fallen into the abyss. I'll be happy to hunt it out for you and find out what is going on.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username. Please forward any references that you have been given.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
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