missing package investigation

In April I order and iPad. Ups stated it was out for delivery but never arrived. The next day I went to take out the garbage in the afternoon and my expensive iPad was left on porch. No notice that it was being delivered.

i ordered a laptop and they came with AirPods. The AirPods would be delivered today, ups says it was left at my front door. At 8:41pm, I went out less than 10 minutes no package.

Called ups at 9pm (useless by the way) told me to file a claim except I cannot file a claim within 24hrs.

Called Apple right after, they are looking into it and will file a claim in my behalf. And will send replacements...

I was told that once my Second item (laptop) has shipped to call Apple immediately to re-route the package To a access store and possibly use a different carrier.

seeing all the complaints with ups I am surprised Apple still uses them.

i am considering cancelling the order. Disappointed Apple has not stepped up to address issues like this

Same. Except a MacBook Pro. And Apple has been investigating for over 2 weeks now (15 + days) and I keep checking in 2x every week for status updates and they keep telling me... 8 more days... 8 more days... they need more info from UPS. We will escalate it, but it could take an additional 10 days. Like I ordered this computer over a month ago. Reported it stolen within the hour (and it only took that long because I spent 45 min on the phone with UPS giving me the runaround) before they said I had to go through Apple.

Which UPS is trash at this point. First they tried saying they delivered it the day before. But they didn’t. They did leave me a signature slip though because I wasn’t home to sign for it. Even Apple sent me a “missed delivery” text the previous day. Then they said, they couldn’t pull up the info because the info wasn’t updated. Then 5 min later, yes yes, they did leave it on the marked delivery day and it was signed for. And when I told them I didn’t sign for it (and I live solo, so no one else did) and demanded to know the same signed (which doesn’t match the name I sign) and a copy of the signature (which also didn’t match) then they were like... well we aren’t collecting signatures because covid. So which is it UPS— you forged my signature and don’t want to get busted on it because you WILL. I was home and no one ever knocked or left anything. Or you aren’t collecting signatures and can’t prove it was actually delivered... because it wasn’t. They want to play both sides of the fence when being held accountable for the item. Plus, the time of delivery was updated 5 hours later in the UPS system to match the time I called (not the time Apple notified me it was delivered).

And apple keeps trying to reassure me that I’ll be getting a replacement or my $2.2k refunded but the fact they’re letting UPS take their sweet time explaining what went wrong or whatever they’re doing for the past 15+ days... I’m not left reassured. Both Apple and UPS continue to gaslight me at this point. It’s the WORST purchasing experience ever.

Apple logistics has a lot of problems, hopefully the people responsible for distribution get this news back to them. I'm sure their call center hears a lot.

Two lessons learned from my experience with Apple's website and online purchase - which I won't use again.

1. Better to buy online from Best Buy. The prices are the same, or better, or they'll match. And I understand they'll also honor educational pricing and some of the gifts that sometime go hand-in-hand with the educational purchase.
2. Buy, or have shipped, to the Apple Store. Tracking UPS, or FedEx, or DHL or whomever isn't a real guarantee. Most times you'll get your stuff. But it's that one time that you really want the item when they fail.

On a positive note, Apple does finally get to reconcile all the missed packages. Sometimes weeks later, but they seem to not care that the delivery company has "misplaced" the items and makes amends to ship a replacement. Like Visa, they probably factor the losses into their cost of doing business.

Good luck everyone.

Exact same thing just happened to me today, but the UPS guy just left the package on my front porch and left without me signing for the package. You would think Apple would send the package with signature required. When I went to pick it up the box, it felt very lite and the factory seal (brown tape) had been slit open and resealed with clear tape.

I immediately called Apple and the agent notified me to open the package and verify the contents. As suspected, nothing was in the package. So they have now opened an investigation and I am hoping this gets resolved soon as possible. Been waiting for this item for over a month.

Also, was told the package indicated it had been signed for when delivered by the Apple sales person - It was NOT. I think the UPS guy just signs off on your behalf which they shouldnt be doing.

Luckily, I have footage from my Ring doorbell of UPS just throwing the box at my door and leaving without anyone actually signing for anything.

The whole process is just disturbing. Please let us know how your case get resolved and handled. Its a lot of money to just have these high value items disappearing in this manner.

In my case, Apple shipped a replacement even though FeDex had not found where it is. Finally, FeDex admitted they delivered it to wrong address and delivered it to me. I returned one of the iPad and everything is settled. I hope your case also will be resolved soon.

As an early adopter, I have never been so disappointed in Apple's customer service. I have the same issue with an iPad that was "delivered." I was at home on the delivery day, received a text that the item was delivered, went to the door in less than a minute and the item was not there. Immediately called FedEx and was informed they would talk to the driver and I would receive a call within 2 hours. No call from FedEx that evening. I then texted with Apple support and was told they would open an investigation, I would receive an email with more info and a new iPad would be shipped on an expedited basis after the investigation. This person did not tell me that there could be a lengthy delay.

As I did not receive an email from Apple with more information, I reached out again by text the next day. I was told it would take up to 12 days for the investigation. I explained I needed the product this week for a project and I had already waited weeks for it to be shipped. She said there was nothing they could do, but said I should call an Apple specialist and ask if they would ship me a new one immediately as a showing of good will.

I called. Apple would not entertain the option of shipping me a new one. I again was told I would just need to wait because that was their policy and procedure and, essentially, oh well. I also was told to follow up with FedEx. For some reason, as the customer, I needed to do more leg work.

The next day, I called FedEx. The first rep told me that he would contact the local facility and then put me on a long hold. I hung up and called again. This time, I was told my product had been found and it would be delivered this evening or tomorrow morning. Great, I finally think my hours of texting and calling could end. Of course, I was wrong. I received a message from FedExt that they talked to the driver who said he delivered it to my door and they have closed my case.

So, I called FedEx again. There was no explanation as to why I was told this afternoon that it had been found. I also was told that FedEx could not do anything more until Apple contacted them. I called Apple and was told there was nothing that could be done other than to wait. I told the person I wanted a refund. Ok, that will not happen until after the investigation is complete.

So, Apple takes your money, does not resolve the matter as quickly as possible, tells the customer she needs to follow up with FedEx (rather than Apple doing that upon notice that the item was not delivered) even though you have already spent hours trying to resolve this, and then refuses a prompt refund.

Round and round you go with each party placing the burden on the customer and nobody taking the initiative to resolve the issue quickly. Why does a customer need to spend hours dealing with this nonsense when she paid a premium for a product ordered weeks ago and now has to wait possibly several more weeks until the issue is resolved? How is any of this even close to customer service?

And, why is it that when so many people in this country need jobs, Apple does not employ enough specialists to handle issues quickly including connecting customers to someone at a higher level to help out? I was on hold for well more than an hour. Either Apple does not have enough people working for the company or I purposefully was put on a lengthy hold for asking to escalate my call.

Hello,

There is nothing that we can do to help you on here. You are following the correct path by calling Apple.

Hi,

I think it took 5 days until the Apple ordered the replacement.

And, within 7 days I got the new shipment.

Is this happening quite often now? I am currently having exact same issue. What’s more scary here is that I am having same issue with same product(iPad Pro 4th) same carrier(UPS).

I have not had my packages stolen with any other carriers such as Fedex or USPS. UPS has been quite frustrating to deal with as their delivery is unreliable in terms of their time frame and missing/lost packages.

If there are more people dealing with missing/stolen/lost packages issues with UPS, Apple should really look into this matter seriously and find a better option to ship out their products. This is very frustrating for consumers also, it’s definitely damaging credibility of the brand itself if it’s happening so often with over $1000 products.. Who would feel comfortable purchasing...?

I'm having a similar issue too but in my case, its for a MacBook Pro that was custom built and was shipped back on June 09, 2020 but it's been "In Transit" for a long time without any updates. Last update was back on June 13th with an "Arrival Scan" to Honolulu and was scheduled for delivery on June 15th. Unfortunately that day has already passed and the tracking never did update... After contacting UPS, they submitted a case and then upon further research my local UPS gave me a call and said that that arrival scan wasn't a physical scan and that the last physical scan was back in Kentucky... They're unsure what happened to the package and suggested to file a missing claim via either UPS or give Apple a call... Right now, I can't give either office a call since timezone difference... but this is really frustrating! It's an item worth over $2k and now it's MIA... Don't know how apple would be able to send me a new one because it was custom built.... Honestly I'd have preferred FedEx considering I haven't had a problem with them.

I am having the exact same issue, I ordered my macbook pro on the 22nd of May 2020 and my package went missing (by UPS Again), apple have emailed me today after 20+ calls and claimed i have signed for the macbook and that they are unable to help and they wont be issuing me a refund or replacement and that its down to me to contact the local police to report...! i have contacted the police to report and they have told me that they cant do anything for me because the ownership of the laptop hasn't changed hands (as i hadn't revived the macbook) the laptop still belongs to apple and they will need to report the crime...! this service i have received from apple has been the worst customer experience i have ever revived in my life! i am so so disappointed!

So I am currently experiencing something very similar. I ordered an iPad Air 3 and some AirPod pros on 7/06/2020 and they were both to be delivered to me on 7/08/2020. I got a notification from my building package room that my packages had arrived but one out of two of my packages were possibly damaged and when I went to pick them up they gave me a smaller box which had the AirPod pros inside and then they handed me another box that was completely beat up, torn and it looked like it had been taped back up. I was frustrated with this and hoped my iPad was at least okay. I opened the box and of course, the iPad wasn’t in there! Instead I pulled out a movie and some lightbulbs! I called Apple right away and explain what happened. The woman on the phone was very understanding and filed an investigation with ups. I believe whoever took the iPad was signed into their iCloud at one point because when I went to check back the status of the iPad it said it was registered with a different iCloud. I really do hope they are able to find this person as it is a felony and they deserve to be charged. The complaint was filed yesterday 07/08/2020 I received an email from Apple stating that it is under investigation and they will let me know once they have any information. I hope that the package being delivered with different items doesn’t screw me over in this. Apple should really stop using ups as their primary delivery service.

Similar thing is happening to me. My macbook air was having some issues with the butterfly keyboard so I had to get it repaired. I purchased applecare+ on the machine so Apple offered to repair it at no charge. Needing this computer for work, I drove 2 hours to the closest available Apple store to get it fixed in person (the representative on the phone said I would get my laptop fixed on the day of as well). After running a diagnostics, they told me everything is all set but they will have to send it to a repair center and they will ship it back to my house after the repair. Fast forward a few days later, Apple sent me a message saying my repair was paused, and will require me to pay extra because of a new unreported damage.. wtf? I called them, told them that the Apple Store said my laptop was fine and will be repaired at no extra cost because of Apple Care, and they quickly fixed this error and proceeded with the repair. The next day, they notified me that the repair was done and will be sent back to me on Fedex. I made sure that my signature would be required upon delivery because I don't trust leaving expensive packages outside my house without me knowing. On any other case, I would purchase these things in store but this repair was done at a place far far away from me so there was no other option to receive it. On the date of estimated arrival, I was home and waiting for a doorbell or knock by Fedex. Apparently, it was delivered at 1:50 pm by the courier and I was not notified at all. By the time I checked the tracking information at around 5:00pm, the package was gone. I called Apple immediately to bring this up with them and they told me they will handle it and speak with Fedex. The senior advisor that I spoke with told me to sit tight and not call Fedex because it would interfere with their claim. He also mentioned that he would call me back with new info... spoiler he never did. Ended up calling Apple back 3-4 times with hours and hours of hold time just to get an update on what was going on. Each time I spoke with someone new, having to re explain the whole scenario to them. And each advisor said they would add notes to my case, but this clearly did not show because every time I called I felt like I was back at square one. Fast forward to today, a few days later, my case was dismissed and I will not be receiving my mac or a replacement. Apparently Fedex provided them with sufficient evidence that my package was delivered so they're off the hook. However, when you track my package and click on proof of delivery, there literally is none. I email the case manager back, no reply. Call her number listed in the email, no reply. I try to reopen the case, calling Apple like the 10th time this week, and they basically kept reinforcing that my situation is unfortunate but there is nothing that they can do. I called Fedex finally, because an Apple rep told me to, and now I have to relay information between the two parties when this issue should be dealt between shipper and courier. I have no connection to the package at this point, no signature, nothing. But at the end, I have to get involved to pick up the slack over incompetent Apple senior advisors who do nothing but make empty promises and reassurances.

If I knew that this would be this complicated I wouldve never sent my laptop in for repair lol.