Reading the replies from members in here posting their experiences of issues with Apple it is clear to me that Tim Cook has failed in his duty as CEO because good customer service is the corner stone of any company and it is clear when it comes to Apple, the customer service you get depends entirely on the customer service rep you speak too. Tim Cook should be making sure that EVERY customer service rep offers the same level of top level customer service because there should never ever be situations where one customer says Apple customer service was great and another Apple customer service saying Apple service was very bad. Every Apple customer service rep should be operating from the same customer service policy and when they do not senior management should be finding out why and make sure it does not happen again.
The situation with the OP is a classic case of how customer service should not behave. Apple's behavior was that they did not believe the OP, Uber was believed instead. Even when the OP gave Apple all the information they required, even CCTV footage, Apple still did not believe the OP. As we learnt, Apple never contacted the police, the police had to contact Apple. The OP was the one that had to do all the chasing around as to how the investigation was going on. The ONLY shinning light in all of this was VISA. They appear to have investigated, looked at all the info the OP supplied to Apple, the police and their bank and came to the conclusion that the OP was in the right.
I've worked in a couple of number of companies during my time and therefore know a little bit about how customer service works when it comes to issues of stolen/non delivered items. What should have happened is this. The OP reports to Apple that items signed off as delivered have not been delivered. Theft has clearly taken place. The Apple customer rep should have then apologized to the OP that they did not receive the high level of customer service that they expect. Because a claim of theft is being made, the rep should have then requested that the OP reports the theft to the police so a crime number can be obtained. For those that do not know, this crime number is required by Apple's insurance company who cover Apple for any liabilities, theft being one of them. Apple would claim theft losses against their insurers but to do so the insurers would require a crime number so they can process Apple's liability claim.
Once the crime number is given to Apple, the rep should have then said to the OP 'Thank you for the crime number. I will now be speaking to our courier to find out what has transpired'. If Uber claim nothing wrong has taken place, the Apple rep should then contact the OP telling them the courier is denying anything was wrong. The rep should have then asked the OP do they have CCTV footage of the delivery taking place. The OP would say yes but the landlord would only give the CCTV footage to the police. The rep should then say 'That's OK, please give the police this phone number so I can speak with them to obtain the CCTV footage'. Once that has taken place and Apple get the CCTV footage, the Apple rep should then contact the OP telling them that they have reviewed the CCTV footage and it disputed what their courier said and as such they find in your favor and will be either issuing a refund or replacement macbooks'.
THAT is how it should have happened but no, Apple decided to play the hard way and in my opinion the wrong way. This is why the company CEO needs to get involved because this is not how Apple customer support should have behaved and the CEO should put a stop to it.
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