Xbox series X bundle sent Through UPS, Tracking says package is damaged and empty and to...

Hello,

I recently ordered an XBOX series X bundle from the Microsoft store and it included 3 day UPS shipping, the tracking said it was due to be delivered yesterday 4/27/2022. But at some point in the morning of 4/27/2022 the tracking through the microsoft store stated there was damage reported and the package/carton was found empty and discarded. It's pretty obvious some low life at UPS stole my xbox during the warehouse process. I called Microsoft and after dealing with the automated switch board I was told they would ship me a replacement console, I was put on hold while the rep was going to process that and the call disconnected. I waited roughly 30 minutes and didn't receive a call back so I called microsoft again and started over with a new representative who stated he could see the notes on the past call and that he would take over the case number. He eventually told me a replacement unit couldn't be shipped for something like this and that I would have to buy a new console/bundle with him over the phone and wait for Microsoft to refund me the money. I told him that I couldn't by a new console because the notice on the MS store website stated only one console per customer. He said it was actually 2 consoles per customer and that it would be alright. He stated MS would refund me once UPS sent the package back to them in no more than 5 days time, this seemed strange because UPS states the empty packaging was discarded but the tracking through the MS store stated "returning to shipper".

Finally when he tried to place the replacement order that I was paying for out of pocket he said it threw an error for fraud because the same order was being made twice in a certain time span (the original order and replacement order). He said had to get an escalation team to look into this in 2 hours time max and they could remove the hold when they reviewed the notes. Needless to say he called me back in 2 hours sticking to his word and tried replacing it, only for it to get held up again. He said sometimes it happens twice but that would be it and he escalated it again and said I should hear from him in an hour so. The rep stated if I did not finish authorizing this replacement order on this business day the process would have to start over, so he urged me to answer any microsoft all I saw.

In the end I never heard back for 5-6 hours so I called again after work and I was told the past two reps were incorrect, there was no way to reorder a console to replace this damaged/lost/stolen Xbox Series X because Microsoft's "system" only allows one console to be shipped per Customer. After some time trying to understand this (it makes zero sense there is no override for Customers who never received the order) the rep told me it was to keep the market for these consoles fair and to avoid resellers. She stated If I wanted a replacement order I would have to buy a new order but have it done under a completely different credit or debit card and send it to another address to get around the system. This is completely unacceptable and ridiculous given Microsoft is one of, if not the, most advanced and dominant technology corporations on earth and they cannot find a way to serve their customers who never received their order? I don't have a second address to send expensive items too, unfortunately like most people I only live in one location. At the end of this call I was told to call back in 10 business days (2 weeks from now) to see if the microsoft escalation team had made a decision on offering me a refund or possibly somehow shipping me a replacement console. There was never a guarantee of either of these, just that the magical escalation team (who I'm not even sure is real at this point) would be gracious enough to look into my order issue. This rep also stated this was completely independent of UPS and said she could not see some of the notes from one of my past calls because they were not in her "Region" (yes all of these calls were with reps outside of the US).

I have many questions but the most important are the following:

Given UPS has already reported there is no merchandise in the packaging what is my recourse to receive the console I am owed or the money refunded that I have already paid that is being with held from me?

How do I speak to someone in a region that can see all of the case notes here and understand what is going?

Part of the bundle in question was for a protection plan that says it is already in effect but I obviously don't have the xbox. Will that be refunded or the date updated if I do get an replacement?

If Microsoft wont replace the stolen console and does somehow offer me a refund, will I ever be able to simply place an order for one of these consoles again?

This console was a gift and MS was the only retailer I could find with it in stock, it does not seem like I will have a way to get this gift to the recipient unless I buy an over priced unit on ebay or something.

Thanks for your time in advance. (Apologies for any spelling or grammar errors, I wrote this on break without much time for proof reading).

:)