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

Feb 2, 2021 6:12 PM in response to Syd5

Hello Everyone,

Well almost another disaster with another Apple product getting shipped to me. As usual I ordered on apple.com and this time I ordered the AirPods Max. It was shipped yesterday and I receive it today. I was off from work today and so I was prepared for the delivery. This time around it was FedEX doing the delivery and the service was FedEX Home delivery (ground service). I wish it were FedEX Express, but oh well right. However, while waiting for it to arrive I was pleased that it was FedEx and not UPS. As you all know about my experience with UPS in my prior posts, it wasn't a good one. Well I was here at home tracking it and nothing yet. Then in the afternoon the doorbell rings and I look out and there's someone outside holding a box. I knew it was the package, but once I opened the door it was a neighbor! WTF and WTH, the driver left it at someone else's house. Thank god for my nice honest neighbor to bring it to me. FYI, I don't even know this neighbor nor talk to any of them. He lived 2 houses down from me and my neighborhood is a very good and safe one. These drivers for these shipping carriers really suck or they target Apple products. I cannot believe almost another horrible experience. I know some of you blame Apple and I understand, but with me I blame the shipping carriers. This is my second time in a row having a bad experience with shipping carriers. They really need to bring back requiring a signature upon delivery or something better than what it is now. This is absolutely ridiculous!

Feb 3, 2021 3:07 AM in response to artyart32

I am having the same issue. Ordered an Apple Watch in January, was meant to be delivered last Monday. UPS tracking information not updated by Friday. Called Apple support and was told they need at least 8 days to investigate. Not very helpful in terms of updates or feedback, I have to call back for updates ( not that there have been any) Ao for now they have my money and I do not have the product I paid for. As a customer I feel I should not need to wait for them to complete their investigation before I get a refund or a replacement shipped as clearly the item never reached me. Poor customer service compared to many other online retailers.

Jija_95

Level 1

4 points

Feb 17, 2021 5:43 AM in response to corinnefromkeller

UPS service sucks. Their website is also very unorganize. They updated me that delivery attempt failed because no one at home. While me everyday, sitting beside the window, waiting for the deliveryman to come and deliver the parcel. Where did you send my parcel huh? Ugh give me my iPad Air and Apple Pencil. I need to use it for my online class.

RayeAn

Level 1

8 points

Mar 2, 2021 2:08 PM in response to corinnefromkeller

Same here, ordered an iphone and been told it has been delivered to me today via DPD. I was at home all day and 100% sure the driver did not come. Called customer service then received an email asking me to provide a copy of my passport or driving license in order for them to investigate the shipping issue. Seriously? What a nightmare.

Mar 16, 2021 12:54 PM in response to corinnefromkeller

Reading your experiences made me more and more frustrated and afraid ... This is so crazy that a company like Apple has situations like that.

let me explain to you what I was planning for .. I am not from the USA, but the problem is that my country sells the MacBook way expensive than the USA. There is only one way to get products from the USA to my country is that by a shipping company(DHL) that will take my package from the USA to my country.

I did that because I am a college student and was looking for the cheapest way to get the MacBook as I do not work ...

Just to let you know that I always use the company(DHL) to deliver packages from the USA to my country and have never had any issues with them.

so, I made an order on the 14th of February for MacBook Air and UPS delivered it "supposedly" on the first of March .. I contacted the company(DHL) about whether they have received my package or not, they took ten days to tell me that they searched everywhere and nothing have come on the first of March, so it seems that UPS has sent it somewhere or have lost it.

I called Apple immediately and told them everything .. they started an investigation on the 12th of March.

I am so tired of waiting .. I am an overthinker person, so this situation has doubled my thinking and I am killing myself every day thinking I will lose the money that I have borrowed from my sister just to get the MacBook. This is so sad, to be honest, I have cried so much :( .. and the cherry on top is that I bought the MacBook for myself for my birthday. UGH

babowa

Level 9

78,556 points

Mar 16, 2021 2:05 PM in response to moodie177

The problem is that the US Apple online store policy is that products are only shipped within the US. Trying to save money by not ordering from your region's online store will present nothing but problems.

https://www.apple.com/shop/help/shipping_delivery

https://www.apple.com/shop/help/policies

So, where exactly did you have it shipped to in the US? Apple normally does not ship to shipping companies or forwarders.

Mar 16, 2021 2:32 PM in response to babowa

Hi Babowa,

I have shipped the MacBook to Newark.

Actually, this is not the first time I order from a USA store and ship it to another country via the company(DHL) .. for that order everything went smoothly and I got the product safely.

so I assumed everything will go well since I have tried it before, but UPS decided to ruin my expectations.

Just hoping they can find it and if not, I would really appreciate it if Apple refunds my money. because I do not think I will ever buy things that expensive online ...

babowa

Level 9

78,556 points

Mar 16, 2021 3:54 PM in response to moodie177

My point in asking was not the city or state, but was this a private address of a friend or what?

And you can easily order online without worries if you follow Apple's guidelines: you should only order from a store in your region. So you really cannot put the blame on Apple. If it went well before, then it must be a private address as they would not ship to a forwarder/shipper.

And, if you wish to involve Apple, you will need to contact them and provide all the necessary details. These are user to user forums, not Apple support. You will need to make a claim with UPS and/or Apple - no idea if that will work because of the circumstances.

Mar 17, 2021 2:22 AM in response to babowa

Hi,

As I said before that there are forwarding companies that give me a USA address.

So when a company ships a package to that address, that forwarding company will email me and tell me that I have a package from the USA with how much I should pay to ship it to my country.

I hope you can understand my language ...

And as I said before that I shipped many packages (including one purchase from Apple) from the USA using the forwarding company(DHL EASYSHOP) and have never had any issues with them ...

I’m not putting the blame on Apple in any way, but it seems that UPS always has issues with customers.

Yes, I have contacted Apple about this situation and have explained everything including that I’m using a forwarding company that will ship my package, they don’t seem that they have a problem with that ...

Really appreciate your concern Babowa

azzam35

Level 1

9 points

Apr 15, 2021 2:56 AM in response to corinnefromkeller

Omg, I'm currently going through this right now, I ordered an iPhone 12 from Apple online for my wife birthday and fedex delivered and empty brown box to my door, I immediately call apple and they said that they're investigating it and will update me soon, that soon has been over a week now, I've also inform fedex and they said that someone will call me, no one call me yet, this has been a terrible Terrible experience, like apple need to be more secure in their shipping, it should 100% required signature from the buyer, now my wife birthday is ruined...smh and $1400 cad is gone.....I'm calling my bank to dispute this, so ridiculous

Jul 13, 2020 5:52 PM in response to HeySayJesKuh

It seems like everyone is having issues with UPS. Apple should definitely stop shipping their products through UPS.

umuran

Level 1

8 points

Jul 19, 2020 2:50 PM in response to Daisy24xxxxx

Replacement for AirPods probably about a week later.

ups apparently thinks my garage door is actually the front door. 😱

Jl1913

Level 1

8 points

Jul 30, 2020 3:37 PM in response to zac45

I’m going through the exact same thing and I have to wait 10 days for them to let me know how my investigation is going. Did you ever get your refund or a replacement?

Jl1913

Level 1

8 points

Jul 30, 2020 4:12 PM in response to corinnefromkeller

Hey did you ever get a refund or a replacement going through exact same thing.

snow35

Level 1

4 points

Aug 12, 2020 6:36 AM in response to Daisy24xxxxx

Been dealing with Apple for over a month. They still won’t give me a replacement. I also ordered an iPhone 11 pro max

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missing package investigation