Returned Apple Watch via UPS Collection, item not scanned or delivered to Apple

Question

Returned Apple Watch via UPS Collection, item not scanned or delivered to Apple

We booked in a UPS Scheduled Collection via the UPS website on 19/02/2021.

Confirmation email received:

"Thank You

Your collection has been scheduled please review the details below.

Collection Date:19.02.2021

Earliest Collection Time:0900

Latest Collection Time:1700

UPS Collection Number: ****"

A UPS driver visited our site the same day to collect the return parcel (which I took a picture of). The driver took the parcel to the van and as normal I assumed he would scan the parcel and the parcel would be delivered to Apple the following day.

Instead 3 months later on 23rd May 2021 I see a transaction for £679 for Apple Store. I instantly thought someone had obtained my card and was purchasing from the Apple online store. Contacted my credit card company and reported it as fraud. The following day I received an invoice from Apple stating the hold on my card for the express replacement will be debited to cover the non return of the Apple Watch

Apple are stating due to it being outside of the 30 days they cannot make a lost claim with UPS.

After contacting UPS on 10 occasions they're saying I need to contact Apple as they provided the Returns service label.

I've asked Apple why no communication has been received regarding non return/delivery for the past 3 months and they're stating I should have received emails. I've told them to investigate why the messages have not been sent to me but they've said we cant do that. I also opted for my mobile number to receive any updates on the case when setting up the repair. No messages or emails have been received. Had I received any information regarding non return/delivery of the parcel I would have contacted UPS & Apple straight away. We also have CCTV on our site and it would have clearly shown the parcel being collected by the UPS driver. The CCTV is not held for more than 60 days and therefore I am not able to obtain the footage.

Can anyone suggest what can be done?

I will also be contacting the Police to see if they could assist.

[Personal Information Edited by Moderator]

Posted on May 24, 2021 6:30 AM

Reply

Answer 1

babowa

Level 9

78,568 points

May 24, 2021 8:41 AM in response to PrestigeFashion

The only time you would get an email from Apple is when they receive the return. As this shows, problems can and do arise. It may have been stolen or lost. In any case, it is your and the shipper's responsibility. And not checking for almost 4 months is a problem which cannot be fixed now. I do not know if UPS will accept a lost or stolen report after all of this time. Most contracts include the stipulation that problems must be reported promptly.

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Answer 2

babowa

Level 9

78,568 points

May 24, 2021 8:18 AM in response to PrestigeFashion

The question is:

Why would you wait 3 months? Why did you not check the tracking number to see what is going on with the package?

You are the one who mailed the package; therefore it makes sense that you should keep tracking it - and questioning a problem immediately. You do have to bear some responsibility.

You can beg for mercy and you can contact the shipper, but Apple's responsibility is minor. You should have also been questioning Apple months ago why you had not received a confirmation that they received it.

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Answer 3

May 24, 2021 8:34 AM in response to babowa

I purchase a lot of things online.

In an event of a return, it is booked online and the courier collects and scans the parcel.

I have never experienced an issue like this - I did not think of tracking the parcel or any reasons I would run in to any issues as the parcel is being collected and delivered by UPS.

As I did not receive any emails from Apple regarding non delivery I did not think anything of it and automatically assumed the defective product was safely returned back to them. We've never had any issues with our UPS driver

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Returned Apple Watch via UPS Collection, item not scanned or delivered to Apple

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