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

Nov 13, 2020 7:57 PM in response to Elijahh1

whats the status of it now and did they resend a replacement to you promptly?

I had the exact thing happened to my iPad Air 4th gen, the package was delievered but as an ‘empty cardboard box’.

I called in for a replacement, and they say they can do nothing to expedite the process. I’m furious about this situation and really wanted to do something about it instead of just passively waiting.

Nov 15, 2020 8:22 PM in response to corinnefromkeller

Hi! I agree with everybody that has responded to this post. I am also going through the same thing with an iPad Pro 12.9 fourth generation. I’ve called Apple they’ve opened up an investigation saying it would take six days if not call back. I called back because I heard nothing from Apple and they said it could take up to nine days. UPS was the delivery carrier that was supposed to deliver my item. I was home all day and received a text saying my order was delivered. I walked outside and there was nothing I didn’t even see a UPS truck drive away. This is extremely frustrating and agree with others saying this gives Apple a bad rep. This item was supposed to be a birthday gift which is why I ordered it so much and advance. For this to happen is ridiculous. For Apple to show no priority for this matter it’s some thing that I cannot fathom. The worst part is with all of their other deliveries they use Fedex but with big items they are using UPS Which makes no sense. I called to speak to a manager and they said that they would put in a request and it would take up to three days to have a manager call me back. I am so frustrated and so disappointed with Apple.

Nov 18, 2020 8:54 AM in response to corinnefromkeller

This all is absolutely amazing and I don’t mean that in a good way. I’m so happy that you got refunded and you got your your phone. I think it’s great that everybody has been getting the refund and getting their product from Apple it’s really wild that it happens so very often I read so many stories with the same problem and outcome.

I’m going to be very, very, very sad if this happens to me. I saved and saved and saved for my Apple Pro it was so very expensive and I just had such a tough time spending all that money and I waited and then the Apple air came out and I waited and waited and waited and finally I pre-ordered thinking that I would get it instantly! It was suggested that I will receive it before Christmas up until December 23. I don’t think that’s much of a pre order. I Thought for sure that people were up day and night baking iPhones and Apple pro than Apple air knowing that there would be an influx of people purchasing at least one of these things. But no, so I shall wait with bated breath and fingers crossed.

please, please, please I really hope and pray that there is no more casualties on not getting our Apples.

H Mayse

Level 1

13 points

Dec 1, 2020 8:34 PM in response to corinnefromkeller

Same thing just happened to me. It says that FedEx delivered the package to the front door at around 1pm. My apartment building has an open mail room and front desk at that hour that FedEx regularly makes deliveries to, but they left it on the street, apparently.

I texted with a helpful Apple support person who said they’re opening a 12 day investigation. They assured me that even if it was stolen after it had been dropped off, by Apples definition I did not receive it and qualify for a replacement. I’m cautiously optimistic it will get resolved. I will not be ordering through Apple’s website anymore.

Jul 19, 2020 2:47 PM in response to corinnefromkeller

Hello how long did it take for you to get a replacement. I’m currently having the same problem with ups

Jul 30, 2020 10:51 PM in response to Jl1913

Yes I did get a replacement in about 10days actually

Nov 14, 2020 1:56 AM in response to corinnefromkeller

You can have it sent to a hub. good🍀 luck

Nov 15, 2020 7:30 PM in response to Kdsr89

In my case, Apple sent a replacement and the original package sent to the wrong place was back to me as well. Of course, I needed to send one of them back to Apple.

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missing package investigation