Pre order..... For what?!

My wife pre ordered Shadow of War for me, it was supposed to be a surprise.. She told me about it today as she was extremely disappointed that she still has not received it... Pre order means that a copy is booked for the paying customer to ensure they have it on release date.. What else would be the point of pre ordering??? We are really disgusted with your service and we would like a response and resolve as soon as possible !!!