Sounds like someone in the baggage office forgot to put your luggage on the delivery truck, or for whatever reason, the delivery service didn't pick them up from the baggage office. The person you talked to the second time was probably a different person on a different shift, and had no first hand knowledge of what happened (or didn't happen). Communication breakdown somewhere.
You SHOULD have been called when your luggage wasn't sent (if they were even aware that it wasn't sent). In the future, for whatever airline you choose to fly, be more proactive, and pester the baggage office. Call and make sure they had placed the bags on the delivery truck, or call around 9pm just to make sure you're in the back of their minds. Squeaky wheel stuff.
Remember it's your stuff, and ultimately the only one who cares about it.
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