Brussels Hardside Carry-on Luggage with Expansion

I want to preface this by saying this item ships direct from Bugatti and once ordered, Nordstrom has no control over delivery. I ordered this for my mom for Christmas; she's been using old junk luggage for years and would never splurge on herself. She also only likes small carry on size, so I was really excited about buying this for her. I got a notification that it shipped the day after Christmas. After that, it appears to have disappeared off the face of the Earth. The tracking has said "label created, UPS waiting for package" ever since. I will say that as usual, Nordstrom customer service was amazing, even though their hands were tied (because it ships direct, the only option was for a refund & the color I ordered was also no longer available). However, I had a Nordstrom CS supervisor personally follow up with me, she offered to order me a different Buggati, price matched the sale price of the first one, and followed up AGAIN to let me know I when my refund processed and the new order shipped. I ended up getting the Nashville style, it arrived a couple of days later and my mom loves it. I'm just very disappointed in Bugatti and don't understand how a large item like a suitcase disappeared.