missing package investigation

We did not send the parcel. We do not work for Apple. And this is not Apple support.

You need to contact Apple and UPS.

If Apple suddenly has no problem shipping to forwarders, then they changed their corporate policies which none of us are aware of. So, there is nothing we can help you with here unfortunately.

it's okay my friend ...

I just wanted to share my experience and when there are updates, will update you guys.

Dont use Fedex either. These ******** just lost mine and said Oops! Call your supplier

I'm having the same problem. I ordered my iPad Pro 11inch on June 21st along with the pencil and it came with the AirPods. The AirPods and pencil both arrive on the dates they said they would, with no issues. My iPad had finally shipped on June 18th, and was scheduled for delivery today (24th) on the UPS tracking, but Apple said it would be the 28th. At one point, UPS changed to the 28th too, but then back to today. I had been watching the tracker all day as it said it was "Out for Delivery" when finally I received a text saying my package was delivered. I ran outside, and there was no package on the porch or anywhere. My mom actually drove around looking to see if she saw packages near us, to ask if it could possibly be mine. She couldn't find anyone. I'm not sure how you can't even contact UPS to see where they dropped off the package, as I've seen that their scanners have GPS tracking and sorts. I called Apple within an hour and they have already put in to start an investigation, but I'm not really wanting to wait another month for the investigation and replacement to ship. Not sure why they can't have Apple stores hold a product for us to just go grab, or even give us some sort of refund on a giftcard maybe so we can go buy it ourselves. This situation is very frustrating as I was getting this iPad for educational purposes mainly.

ALSO! We have the Ring doorbell camera, and there was never any movement on the cameras. I looked through them for the whole day and there was nothing!

My problem was eventually resolved. The order placed on May 18, was finally completed with the iPad Pro 11" delivered on June 29.

I've learned from that experience that there are no savings from ordering online from Apple. No savings in money or time. Best Buy will honour educational pricing, if you're not near an Apple store. And since Apple has opened up, the best thing to do is order online and pick up.

I sent a link to this thread to their Twitter support team, and I'm collecting email addresses for some of the store managers and sending the link to this thread over to them as well.

With the volume of shipping that UPS, FedEx as well as local and national postal services do, the logistics of moving stuff from one corner of the world to the other end, is miraculously well orchestrated. But when you read my experience, and all the issues that everyone here is having, the ball is being dropped at the finish line. There's something really fishy

How does UPS get everything right from the factory in China, all the way across the Pacific, through Anchorage, up to the local UPS distribution point, into a truck, out for delivery and then poof! It disappears.

If the local Apple Store or Best Buy doesn't have the item, then I'll insist that the store order it for me, for pick up.

I've simply had it with UPS.

By the way - miraculously, when it comes to Amazon shipments, UPS doesn't seem to be screwing up too badly there, if and when Amazon engages them. Hmm.

Verify with UPS that apple did actually initiate an investigation; there is a huge disconnect between the two. Apple would say investigation completed and UPS would say "apple has to initiate the investigation" and once I got to the bottom of it, apple never initiated anything. I actually had to google e-mails and send complaints via e-mail (paper-trail) (UPS & APPLE & BBB) to eventually get a resolve. It been a huge and terrible hassle. Good luck.

I’m having the same issue today, was told my delivery would of been delivered last Friday. So I waited around all day no order. So I contacted Apple the next day and they said it will be delivered next Wednesday. So with Wednesday being today I checked my tracking email to then see that it was delivered last Friday the day I was waiting around all day for but I had no delivery atall. I’ve contacted Apple and UPS and they told me it’s been signed for under my name but there was no signature presented. So now a investigation is being withheld. Hope they can resolve this I spent £1500 on this new iMac for a graduation present.

happened to me with my ipad; delivered at 11:05am by Fedex, but didn't see any driver at my front door; i left my door opened all morning, and i was in the living room, waiting for my package. (~_~)! I called Apple right away and got the same answers as you did, but they didn't tell me to wait for 12 days for the investigation. I called Fedex also, but they only told me that they will file a report; asked for my name and my phone number and said someone will give me a call back, but never heard from them. 2 days later, I called Apple again to see the status; they told me the investigation was closed because it showed that the item was delivered. They won't give me a refund or send a replacement no matter what. They told me to call the law enforcement because there is nothing that they can do. I went to the police station and filed a report; they told me to wait for the investigator/detective to give me a call for more information and it would take up to 7 days. I also called my bank regarding this situation and opened a dispute with this matter; they told me it would take 30-60 days for the investigation (; _ ;) Horrible experience. First time and will be the last time that I would buy something so expensive online from Apple. I rather go to the store. I wish you luck with your item! bless your heart.

Hi I think we happened same thing, I just want to share latest happens to me, this morning I received two emails, one said they ordered a replacement for me but the other email is a return notice email which told me to return the never arrived iPad in the next two weeks! Then I called them again, and they told me they didn’t see the return offer msg but which I already got it. Now I think they may charge me twice and the worse thing is I used a new Apple credit card for the device so I don’t know if I call Apple Card to dispute the item works or not. So I still waiting for their investigation result to see what will happen. Thanks for your response and hope you have no further issue with other online shopping

This is my final update, I finally got my iPad after called Apple and two days later ups begin the investigation and asked me to provide details of the delivery box which I never received so I told them I already filed the police report and I have outside camera which showed no one came to my house that day at that time. Three days later, which is after five days they said delivered a UPS truck came to my house and finally gave me that missing iPad package, I can still see a return mark on the outside box, means after investigation the box returned to ups and sent me again as I swear they didn’t delivery. I finally think either they sent to the wrong address or they never delivery but just said delivered b/c on the outside box it said with battery and looks like iPad or other computer, and my name obviously Asian name which maybe mean weak at English, so they may kept it and if no one began investigation they will finally keep it. Final suggestion, when missing package happens call Apple immediately, then call police department file report, and wait ups contact you tell them it never delivered then they will take care the case. Hope this useful for others.

final update on my side:

got a message from my bank: temporary credited the transaction from Apple. I got 2 calls from the detective (police dept): 1st call was asking about information from Fedex tracking # and Apple order #; 2nd call, he was telling me that he got all the information back from Apple; saying that there were 2 transactions of the ipad (1 regular and 1 credited); so it seems that Apple had refunded the money back to my bank. Moving forward, the detective said that there's nothing that they can do about the lost/stolen ipad, but to wait to see who will log on to that ipad; so Apple can track it; because it is now considered lost/stolen ipad in the system.

I’m having the same situation as you I ordered a Apple Watch series 6 and the package address was supposedly wrong and when I corrected the address it was stuck on transit and when trying to solve the situation it UPS said to call apple and when I called apple they said it’s UPS that u need to talk to, until today they opened a investigation on my package and I’m wondering how long does it take for them to figure it out?

The issue in my situation was Apple reported pkg delivered but no pkg.

So i wasted my time and traced the pkg and UPS reported pkg delivered at 3PM Monday Nov 2

my video doorbell did not report any activity and i was

there is no clear easy path to report issues like this

no link and to call or chat (i tried chat but convoluted way to go thru support)

then ‘stipid pet tricks’ questions to waste time ‘for verification purposes’

(Name, address, etc to get chat

then do it again and add order num, shipping adress then bill address then...i gave and figured their problem, not mine! Report it next day

that is why a quick link on thrir ‘pkg delivered’ text to report issue is needed.

next morning after wasting more time found UPS apparently scanned the package and reported ‘out for delivery’ even tho reported ‘delivered’ prior day

(see below)

so ultimately a day later the new phone showed up (4 pm and a day late)

UPS and Apple need to coordinate better

this is unacceptable!

Called apple with the good news, and they did an intercept on the replacement iPad to return back to Apple.

All was good until I opened the iPad and it stated there was no warranty. Called Apple again, Apple customer service said "Oh yes that iPad is reported stolen, and warranty removed.

I can see why that happened:

You reported that you did not get an iPad > Apple assumed it was stolen > they marked it as such > then they sent a replacement. You tried to do the right thing, which, with large corporations, the system simply could not handle. They stopped the shipment, but failed to note that apparently and, according to the records, you are now in possession of a stolen iPad > hence the reaction of the employee.

FWIW, did you explain the previous mess along with a case number? It is extremely important to get documentation if something is going wrong.