Dell Shipping Problems

I am having problems with Dell's shipping.  When I ordered I put in a different shipping address but all my deliveries are coming to my billing address.  I already had one Christmas present ruined becuase they shipped the PS3 to the billing address and he was home when it came.   When I contact customer support they keep saying they are shipping to the address I provided at time of order yet my order confirmation shows the seperate shipping address.  I am beyond frustrated at the lack of customer support I'm receiving - I keep getting the same answer, it's obvious that no one is actually looking into it.  How do I get to a higher person - supervisor/manager????