missing package investigation

Warning long post here, but hopefully it helps someone.

I can see this is happening to a lot of Apple customers. It's really the shipping carriers' fault as delivery seems to be horrible these days. I could go on and on about what possibly happened with the shipping carriers, but it' too much to go over. I had the same experience a couple of months ago with the 12 Pro Max and I actually had a good experience with Apple resolving my issue. The moment the item wasn't delivered, I immediately called Apple and made them aware. I also had the Apple rep make note of it on my order. I followed instructions to wait one more day and waited and nothing was ever delivered and called again. This time I got a great Apple rep that explained my options. We both agreed the refund was the best way to go. Long story short, I did get my refund in 3-5 days and then I went ahead and purchased the iPhone directly in an Apple store. My advice go with the refund and next time go directly to the Apple store to purchase and pick it up. If you can't do that, then make sure you create an account with which ever shipping carrier and redirect the item to be picked up at one of their stores or shipping centers, just use your tracking number to do that. Understand Apple has that policy on investigation with the shipping carriers. They give them a time window to investigate on their end on what happened to the item and if they can't find it they have to credit Apple back. I feel the refund is much faster than getting a replacement. I blame almost all of it to the shipping carriers, they need to show proof that it's been delivered. However, these days shipping carriers are taking advantage of the whole keep safe from covid-19 by just dropping your stuff off or saying it was delivered but never was. It is very frustrating as some of them won't even ring the doorbell or even knock on the door to let you know. Which exactly happened to me! I was ****** as I even took the day off to receive it. I'm sure there will be different opinions here, but that was my experience and it worked out. The Apple rep agreed the refund was faster and better. You also have the option to dispute it with your bank. I hope this helps someone and be safe out there.

A side note, 2-3 days after I got my refund and after I had already purchased the 12 Pro Max directly at an Apple store. I get the shipping carrier knocking on my door and said they delivered an iPhone on the day when it was supposed to be delivered. They need to have a signature to confirm. I told him I'm not signing anything because I never got it! It was interesting as how did this person even know what that item was?? It could have been something else! Once he left I called Apple to note it on my order that he came by and they agreed that was very suspicious. I then called the shipping carrier and the rep there agreed as well on that was suspicious! She then told me she would immediately report it to that hub/shipping station. It's so stupid that when they needed a signature now they come knocking. They should have gotten a signature to begin with!

I would call Apple back and request to speak with a manager. They will tell you it will take 2-3 business days for them to call you back. I waited 9 business days and called back and told them to speak with a manager. Within 3 days I got a call back and the manager apologized for it took so long and put in an order to resend me a new product that day. On the replacement product I would create a ups account and redirect it to pick it up at a ups location to ensure you get it. Good luck!

UPDATE: so after many calls to Apple and emails to UPS, UPS finally has finalized the investigation on the 29th of March saying that they have delivered the package to the right address. I almost had a heart attack from what I have read, but I right away called Apple to tell them what UPS has sent me and I have re-explained my situation to them, the calling took about an hour.

After 15 minutes from the call to Apple, I got a message from Apple saying that they are replacing my shipment, I cannot describe to you how grateful, relived, and delighted I was.

To be honest, I did not want a replacement, because I don't want to experience the same thing that I have experienced. So I called Apple again telling them if it was possible to refund me, they have agreed.

Differently, I will buy the MacBook from my own country as soon as the money gets refunded.

I called UPS (finally after them making it so difficult to even talk to someone) and they said they can't do anything, so to start an investigation. I called Apple to see if there was any update and to ask if there was a way to pick it up at a store instead since I don't really trust UPS anymore with it. He said they can't hold them at stores for pickup, but when they sent a replacement you can have it so you pick it up at UPS, not have them deliver it. They also said the latest date for their solution they'd send me would be Friday, which isn't horrible. I might still just ask for a refund so I can go in store.

Yes, this just happened to me! My order for the 12 Pro Max was supposed to be delivered by Nov 13th on launch day! I was so excited as I was going to film the unboxing and upload it. I even took the day off, so I could be here went it arrives. I tracked it and it had some weird scans. First it came from China then landed in Alaska, Kentucky and my state on Nov 11th. Once it arrived to my state it read arrived at facility, departed at facility and then 2:08am loaded on delivery vehicle. Then it went down hill from here, the weird scan 7:08am Cleared by Customs (that scan should have been back in AK) and then Nov 13th out for delivery. Then nothing was delivered. Then it went back to in transit as it still remains right now! That punk that stole it should be fired and I really hope Apple can and will disable that iphone. There are many improvements UPS needs to work on. Like do not allow the drivers or anyone to manipulate scan progress. Of course we are in a pandemic status, but UPS still should place guidelines like take a picture of the drop off or have people sign with gloves as they step back 6ft away! I absolutely agree Apple should just use FedEX Express and no ground service. I never have any issues with FedEX Express. However, it's all about cost.

Okay, as far as resolution goes. I called Apple and the lady says to wait one more day which was Saturday Nov 14th and obviously nothing. I then called UPS first and the lady was like it should have actually arrived on Nov 11th and she will send me a link to begin the investigation process. I read that if something happens, Apple would take care of all of it. I called Apple and Apple to me was great! They were supportive and understood everything. They told me they would get a hold of UPS and they have 24hrs to get me the phone and business calendar days did not matter and 24hrs was all UPS had to get it to me. They also gave me 2 options one either get a refund or a replacement. I took the refund as I'll just go to the Apple store and pick up the iPhone myself. The other option would have taken another 8-10 days to send another replacement! Then whom knows if that one will be delivered or stolen again! Both the Apple rep and I agreed it's better to go with the refund. I ordered and will pick up my 12 Pro Max today. I also called Apple again to make sure my refund is in progress. Spoke with another Rep and he said yes the other Apple Rep submitted it and will take about 3-5 business days. All the while the tracking for the phone is still so-called "in transit". My advice is do the refund and either wait for it or if you have the money just buy another at the Apple store while you wait. If you aren't near any apple store, then yes probably just pick it up at a UPS pick up center. That might not be 100% as something could still go wrong. I agree it is very frustrating! I was bummed out and was ready for the unboxing at launch, but UPS destroyed that. Sorry for the long post, but i hope some of this helps someone. Thank you to the Apple rep that helped me, Jason you were awesome!

I did receive my replacement iPad after 10 days, I wanted to do an in store pickup instead but they did say instore pickup is unavailable and they can only ship it. I did pick it up at one of my local ups stores and I opened it right there so if it was missing again they would be held accountable. I suggest getting a refund and going to the store if it’s open or go to Best Buy! If you are unable to do that I would definitely suggest picking it up from a ups store so if anything goes wrong you have proof.

I have a recent experience too and it's very scary to be honest. To be reading all these other stories really sucks. My package was coming from FedEx. And I signed up for text alerts so that once the package got delivered i can walk out to the front porch and grab my iMac. I got a text at 4:48 pm saying my package was delivered. Immediately I got up and walked outside and there was nothing there. No one rang the bell or knocked. I've never had an issues with packages at my door. I looked at the tracking information and it says that it was delivered and signed for by "C.COVID". I was freaking out. It's a custom iMac that I spent over $4000 on. I called FedEx and they said they don't deal with Apple products. I would have to call applE.I called Apple and the guy sounded really understanding and nice. He said they would launch an investigation that could last about 8 days. Hopefully this all gets worked out. Apparently I can pick up there iMac from a FedEx for the replacement. This totally sucks

I told Apple and had to wait for them to do an investigation and the replaced my iMac. I never knew what happened with the missing iMac.

Similar experience.

iPad Pro 11-inch ordered on May 18, with Magic Keyboard and Apple Pencil. The Pencil and iPad had a delivery date of June 3 - 5, and the keyboard had a delivery date a week later, June 11 or so. The Pencil and iPad were shipped on May 23. On May 28, the Pencil appeared. Tracking on UPS said that the iPad would arrive the next day, May 29. It never arrived and tracking kept saying that it had left Concord, ON, which is close to me and where most Apple products end up before they reach me. Apple and UPS told me to wait till the original delivery dates (June 3 - 5) had expired, which I did. Apple then processed a replacement for the iPad. On June 24 (this is way past the due date), I noticed in UPS tracking that they had initiated an investigation. Meanwhile, on June 8, the Magic Keyboard showed up.

After waiting for over six weeks, on June 29 (a Monday), the replacement iPad showed up.

I understand that the pandemic has made commitments a bit wonky, however, I'm also in business and while I have stretched out commitments because I'm unable to work as fast or as productively as possible, I honour whatever expanded, extrapolated deadlines I give. And when I cannot deliver, I have the courtesy to call my client in advance and relate the problem and tell them what I'm doing.

The iPad was "lost" ("quotes"). From the feedback in this forum and the consistency with lost Apple expensive merchandise, I would advise Apple to take a closer look at this supplier and evaluate whether the backlash they will continue to get on the delivery side from their customers is worth keeping this particular supplier. The investigation from UPS eventually listed the item as "LOST." I really don't care as long as I received my merchandise, but if it weren't for the pandemic, I wouldn't be so forgiving.

Best of luck to everyone, have some patience and it does seem that Apple is ready to honour commitments.

To UPS, leaving stuff that's supposed to get a signature on a stoop, porch or sidewalk, just because you have a notice on your website that you no longer require signatures because of social/physical distancing is tantamount to being grossly negligent. Like the taxi business, you will be judged by how you are behaving today.

Did they give you a date when they will get back to you with an answer? I know that Apple is opening its stores now, so if you're not comfortable waiting, I'd personally get the refund and then go to the local Apple store and pick it up - if it's open that is.

And also, I don't think you should accept that the investigation will take weeks, that's absurd. When you call, let them know that they can easily fix this by getting you a new one locally, and then when (or if) the other one shows up, you'd be happy to give it back to them.

Hang in there - it seems that no matter how many laptops, desktops, iPads, AirPods, Magic Keyboards and other devices and peripherals UPS seems to "misplace" - note the quotes - Apple tends to honour its customers and re-deliver, and re-deliver, and re-deliver. I had a package stuck at Concord for a really long time, and they sent a new iPad, which I got after another couple of weeks. I suspect that the original shipment, which arrived in Concord according to tracking, is sitting somewhere in some UPS employees home. There, I said it.

I explained the situation and told them that the refund was in order, though I needed to call them several times before they started the investigation. Here's what happened to me.

As in my first post, I couldn't find the item, while the order status asserted that it was delivered. I called Apple, when they told me to wait for a couple of days. As expected, it wasn't delivered. So I called them again, then they started to say that the item should be returned to the store near my house and I had to pick it up there.

Well, I went to the shop, but the shop staff told me that the order is cancelled if it was returned to the store and I had to buy it again. Since I seriously needed the machine immediately, I got the one there. Of course I asked the staff twice if my order had been really cancelled, since I hadn't heard anything about cancellation and/or refund. Kind of expected, I was told to check with the customer center again!

So, I became a regular customer of the customer center and explained all what happened up to that point, and they finally started the investigation. It took me almost a week to get there from my first call to Apple. After waiting another one week (5 business days), fortunately, Apple started the refund process in my case. Though I never know what happened to the original item, I'm now released from a nightmare of paying double for MacBook Pro (no matter how I'm happy with this new machine!).

I really hope that your case will be also settled very soon.

My $2499 Mac Mini got stolen today 5 minutes after being left at the front door.

UPS worker did not care to hide the package. Never had anything stolen before when delivered by FEDEX or Amazon - they always hide their packages and take pictures of them.

Contacted UPS - they asked to file police report and contact Apple.

Filed police report.

Contacted Apple - up to 12 days to wait for the investigation.

I blame UPS for not even collecting signatures. How can you deliver anything from Apple, and leave it exposed???

Apple doesn’t have anything cheap.

Here is a footage I’ve got.

https://ring.com/share/655be558-bb4b-4ae3-8bd5-be8d5f074690

https://ring.com/share/1f6404e2-333c-4731-bbfc-0bfde47b7b6a

https://ring.com/share/02b35a7a-1751-4b14-9d75-5f76289b3d41

to make you feel better, I just had the exact same experience. The package was stuck 'in transit' for two weeks and I finally found out that the package has been lost the THIRD time I reached out to Apple. Extremely frustrating that no one knew what was going on and didn't even bother to find out, while I was just sitting here wondering where my $1000 purchase went. Now I have to wait another two weeks to get my replacement order... never buying anything expensive online after this lol