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Firstly, please read my disclaimer in my signature, as this is personal comment, not official.
Secondly. Aura is meant to be a limited edition, I believe it is primarily because it's a jump from the regular eInk devices. It's an attempt to see if there is interest in a premium eInk device, as opposed to a tablet based device. I don't believe it was thought out to be sold in the number of units that Glo is. This limited / premium feel extends to where it can be purchased.
Look at the "Where to Buy" listing for Glo vs Aura and you'll see there is a big difference. The primary seller for the US is Kobo.
There is a Kobo twitter account, so you could always tweet that account with a message mentioning you're not happy about your Aura order, it could get passed up the chain.
It could be that the lower CS tiers don't have access to order information, and that is why it got bumped up the ladder. I don't know what they do / do not have access to.
It could as others have said just be a junked tracking email, no spam system is perfect, I've had emails that usually come through dropped into spam for inexplicable reasons.
I'm *not* trying to make excuses and I can understand the frustration and not getting a good or speedy reply to your queries, and I can see why it would cause you to lose confidence in Kobo.
Kobo's on Amazon, directly from Kobo (seems they are, well Glo certainly, on there, just not from us direct) is somewhat amusing to me, given that we are in the eBook / eReader market and so it's direct competition. Can you buy a Sony eReader, from Sony, on Amazon (never looked so I don't know), as it could be the same kind of thing.
The Rakuten / Buy.com angle is an interesting one. As said by others, some of the companies run by Rakuten, of which Kobo is one, are basically left to their own devices (no pun intended), and I do recall being told that this was going to be the case for Kobo. Mickey (Hiroshi Mikitani) likes what he sees, and doesn't want to change anything, less it change what we do and how we do it. The "if it ain't broke, don't fix it" cliche springs to mind.
I can see sense in the Rakuten us website selling Kobo devices, it'd be another avenue for the US, and who knows, it might happen
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