Mac Book Air was not delivered!

I went to USA 3 weeks ago and bought a new mac book air M2 16Gb 512G on apple website, order W1182360693 (by the way awful to navegate: way too slow and a lot of bugs to load de pages during purchase journey ending up with a lot of back and fowards until last step). I purchased my new comupter 1 month before returning to Brazil but it was not delivered! After reading an email from Apple saying that my order might be delay I reached out chat and got shocked with the way too bad treatment! For instance, two attendets shoot me down and I just got to talk with the third one after I beg him to listen to me til the end. He could not explain where my computer was reason why the only thing remaining was a refound. I have many Apple produtcs and cannot accept this kind of treatment! Adding up, i have to struggle to find an online channel to complaing; no open social media; no answers on reclame aqui (a brazilian website for customers complaints). Nothing! A brand that shield customers complaints seems to be a kind of dictator once dissatisfactions cannot been shown on the web. Is that the best way to manage a brand i mean hiding comments from dissatisfied customers?

Looking foward and praying to having some answer from Aplle.

Very angry customer (for while)