Almost exactly the same situation (ordered at 5am on the 27th, still processing, arriving the 20th). Spent awhile on chat yesterday, to be told they couldn't tell me anything and to call. When I called they wouldn't even take my MB order number or resort confirmation number etc. Told me that they should be redirected to the hotel but if they aren't there I can call back to be credited (and keep them if they arrive at home) and be given a "key to the world card" that does everything except light up and vibrate
I also sent emails to 2 address others here have posted replies from, but haven't received a response.
I am always extremely polite and understanding in my communication. I just want to know what their plan is and what my options are. At this point, I would rather just forget the whole thing and buy 1 for my son onsite (and DH and I will skip it)