missing package investigation

Does anyone know what the missing package investigation process is like? Here's the background info on my particular situation: I spent almost $1,100 on a new iPad Pro 4th gen that was supposed to be delivered today, 12 days after ordering. I was super excited to use the iPad for my schoolwork since I am in college, and worried about anything that may happen to it, so I stayed at home silently until UPS notified me that the package was delivered. At 2:37 pm I received a text that the package was delivered at 2:30 pm. I never heard anything. According to UPS, the package was left in front of my door (my address wasn't even listed, only the city and state), but there was nothing there when I opened the door, so I checked my mailbox, which was also empty, and saw the UPS truck driving away. Basically, the driver either left it in front of my apartment without even knocking or taking photographic proof, and it was stolen within 7 minutes (though I have never had a package stolen here); or they delivered it to the wrong address. In either case, it does not seem as though I will receive my iPad. I called Apple and they said that they would look into it and that I would eventually end up with the product that I paid for, but I guess I am just nervous what is going to happen coming up. I got an email that said Apple would notify me when they found anything, but there was no other information included. Can they somehow make it so that the exact iPad I ordered will not function, so if someone stole it, it is useless to them? Also, how long will it take before anything happens? If they never locate the package, they will send a new one, right? And if they do, can I require a signature so that the driver can't just silently leave it out for someone to take? I am so let down and shocked by the whole situation. I also couldn't find a good place to post this; the iPad pro 12.9 4th gen isn't even listed under devices and there is no option for ordering/delivery.

iPad Pro 12.9-inch, 3rd Gen, Wi-Fi

Posted on Apr 14, 2020 7:04 PM

Top-ranking reply

artyart32

Level 1

4 points

Posted on Jan 13, 2021 10:13 AM

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!

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128 replies

Jul 19, 2020 2:41 PM in response to corinnefromkeller

I ordered a new phone 11promax Max my ups claims my package was deliver red but I never got it Apple has opened an investigatio and told me I’ll get a replacement . Pls I’m really worried has anybody Gotten a replacement from Apple before ? What was your investigation process like

TNT117

Level 1

4 points

Jul 20, 2020 5:31 PM in response to corinnefromkeller

THE SAME THING HAPPENED TO ME ON 7/15/2020. I really think a class action suit should be filed between Apple & UPS. I ordered a macbook air, it said it was delievered at 7:24 by UPS I went and checked within 10 minutes and saw NOTHING! I am in a gated community AND I have a ring alarm. No one ever showed up to my door. Apple & UPS have been giving me the run around for the past 4 days with this stupid investigation!! Neither company is communicating the right way and they are both telling me conflicting information. UPS is now saying that apple has to call them to initiate the claim. WTF! I'm so frustrated by this. Has anyone went on to file a dispute with their credit card company? I can not just be out a $1200 macbook with nothing to show for it. It's not right! Anything over a couple hundred dollars should have a signature or picture, even amazon does that for my $10 item. Why is it so hard? Has anyone had luck?

Jul 21, 2020 12:58 AM in response to TNT117

Hello is your delivery message was it dropped off at an amazon locker ? Mine was and what I did was to call the Amazon package Centre not ups and they were able to give me to location and code for my package thankfully.

Jul 25, 2020 9:02 AM in response to tonymathenge

So should I just wait, which could be weeks, for this investigation, and hope I eventually do receive an iPad? Or should I call and ask if there's anyway to do a store pickup, or refund? When I had ordered originally, none of the Apple stores near me had the option for pickup.

snow35

Level 1

4 points

Aug 12, 2020 6:30 AM in response to littlebunnykimbo

whats The conclusion on your case? I’m going through the same problem. It been over a month and a week. Still no solution on my end. Nor Apple or fedex wants to take responsibility and replace my missing phone.We have called over 20+ times . Apparently it’s so hard to transfer the phonecall to a higher up/ supervisor who can give me an answer

prim256

Level 1

4 points

Aug 17, 2020 1:50 PM in response to corinnefromkeller

The answer from the apple employee for this question is completely BS! You guy's policy on missing packages or stolen packages are HORRIBLE! These rules and policies are not proactive for the customer. The customer should be the main priority. You guys are one of the most popular tech companies to date. DO BETTER!

Aug 17, 2020 2:23 PM in response to prim256

prim256 wrote:

The answer from the apple employee for this question is completely BS! You guy's policy on missing packages or stolen packages are HORRIBLE! These rules and policies are not proactive for the customer. The customer should be the main priority. You guys are one of the most popular tech companies to date. DO BETTER!

This is a user-to-user forum. No one participating in this thread works for Apple. Yelling at us won't help.

prim256

Level 1

4 points

Aug 17, 2020 3:17 PM in response to IdrisSeabright

Actually there was a response from

an Apple employee if you know how to read. And if you feel offended by my post I really could care less. Just don’t read it or comment. If you are not from Apple or can help me please pipe down!

Aug 21, 2020 9:58 PM in response to corinnefromkeller

Same thing just happened to me tonight. Been waiting 6 weeks for my ipad. Been home all day waiting for UPS. Had another package delivered by UPS and food from UberEats so I know that I'm getting things to my door. My gate closes off access to my yard and house and no one other than USPS or UberEats has knocked or been here inside the gate. My neighbors don't know how to get into the gate. Yet after the supposed delivery time I get a text saying package is delivered to 'woman customer'. I checked everywhere in my yard and asked all my neighbors and there was definitely no UPS delivery. Super sketchy. I can't reach Apple right now and UPS is useless for immediate help. I can't even file a UPS claim until 24 hours later.

Aug 22, 2020 6:35 AM in response to prim256

prim256 wrote:

Actually there was a response from

an Apple employee if you know how to read. And if you feel offended by my post I really could care less. Just don’t read it or comment. If you are not from Apple or can help me please pipe down!

There have been no responses by anyone from Apple in this thread. If someone were responding from Apple, you'd see the title "Community Specialist". While being rude to people here may dispute some of your anxiety, it won't resolve your issue (and it's not really very nice). You need to contact Apple. They are the only people who can help you. And, they are not participating in this thread.

Aug 25, 2020 11:01 AM in response to tonymathenge

I was thinking about best buy but they don't offer a lot of customization on their website. We also can't do store pickup at apple since Covid. All LA locations are closed.

My only hope is that with the replacement I can contact Fedex to hold it at a store so that I can do a pickup instead.

Oct 27, 2020 5:56 AM in response to corinnefromkeller

This problem continues to happen till this date. I ordered my Ipad Pro (4th Gen) 13” in SEPTEMBER! yes bloody **** September 2020. My first package with UPS was lost and now the second package has not been delivered considering the delivery date was YESTERDAY. I am thinking of canceling my purchase since I don’t expect UPS to deliver again. Similar to one of the cases in this thread, the package has been stuck at Concord, Ca (which is close to my place) for the past three days and it’s supposed to be an express delivery package. This whole situation has left a very bad taste.

Oct 27, 2020 6:39 AM in response to tonymathenge

You spoke my mind. I was thinking the same thing. We as end users will never know who takes the accountability for this. Seems to me that a lot of issue is happening in Ontario, especially with the Concord, Ca warehouse. This is extremely uncanny especially for a high value shipment.

Elijahh1

Level 1

4 points

Oct 30, 2020 9:28 AM in response to corinnefromkeller

Having the same problem, but with my iPad Air 4th gen. Everyone tells me it was delivered, but I don’t have it and no one can tell me where it is. I was also wondering if Apple can remotely lock it so no one can use it until it is found.

Oct 31, 2020 4:05 PM in response to tonymathenge

Excuse，I just lost my phone like this, the apple staff said I have to wait maybe one week to get a reply like email or something, it’s that same to you? I just want to know if they will send me a new phone how long I need to wait?

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missing package investigation