Apple Watch Ultra 2 Delivered - No Watch in box

I just ordered a new apple watch ultra 2 and it was delivered an hour ago. Came with all the seals intact, on side looked a little torn. I open it and No watch! Whats worse i contact chat support...no help they aske me to contact support and i said thats how i got to you! Next i call the apple store support on my order email and they also had some difficulty. She said ship the watch back and we will ship you another one....I think it eventually go sorted out (i think..low confidence)... What happened to Apple's service quality?