The delivered box was empty. Is there anyone who has the same case like me?

Question

The delivered box was empty. Is there anyone who has the same case like me?

I purchased iphone 13 pro and the product was delivered empty. I refused the delivery right away and asked Apple to give me a refund. But there seems no process at all.

I asked some of assistants to give me a refund via live chat and they always told me that I could get updates within 5 business days. Its been over one month, tho.

One of the assistant the other day told me that if I want to, I can talk to UPS about this case.

He or she said that Apple couldn’t get processes from UPS.

I asked UPS and got an answer that said like “At this point, a damage investigation is required to further research this shipment. However, your shipper, APPLE, prefers to handle shipment inquiries like this one with you directly. I apologize for any inconvenience this situation may cause. Please contact your shipper for further assistance.”

Apple and UPS should do something, cuz its not my fault. I refused the delivery right away as I wrote above.

I talked to one of the assistant today, and he or she said that “In this case, system holds me that investigation got closed and they couldn’t refund you, that’s why you haven’t received your refund yet. System also left notes that if you contacted again, you create a new investigation so this time you can get your refund.”

And the assistant said that I should be receiving updates from Apple in no more than 5 business days about my refund.

Actually I searched on the web for similar cases like me. But there seemed no case that took this long to get a refund.

Is there anyone who has the same case like me? I wanna ask you how long it took to get a refund..

iPhone 13 Pro

Posted on Feb 19, 2022 7:50 PM

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Answer 1

Feb 26, 2022 9:46 PM in response to Jaewon0113Roh

I have exactly the same situation. Purchased iPhone 13 256gb starlight. Upon delivery it was empty, it was rejected immediately the package was not excepted.

Calling apple customer service is waste of time. Its been one month and they tell me to contact UPS but UPS tells me to contact Apple. This is waste of time and money.

I cant find any email address where i can send claim to Apple they have only this stupid customer service call where they tell you to wait 3-5 business days. Really disappointed and irritated with their return policy.

I understand that there is been situations people stealing and claiming empty boxes but in my situation package was refused to accept in front of delivery personel and on UPS investigation result is that it says package is lost. Nevertheless apple still refuses to refund or send another package

[Image Edited by Moderator to Remove Personal Information]

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Answer 2

babowa

Level 9

78,429 points

Feb 19, 2022 7:56 PM in response to Jaewon0113Roh

There are no instances where all the circumstances would be the same, so it does not help you asking other users. What you need to remember is this: in any case like this you need to make sure that you do everything in writing. Second, you need to file a claim with UPS and Apple right away - in writing. UPS is responsible as well since they were in possession of the package. So, do follow ups with both companies in writing and give them a deadline to either deliver the merchandise or issue a refund. You can also call your bank and ask to start a dispute since you did not get what you paid for.

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Answer 3

Feb 19, 2022 8:21 PM in response to babowa

Thank you for your reply. Before I try it, can I ask you what ‘to file a claim in writing’ means? I’m not sure whether it means I should write a letter and send it to their physical company, or make a record like via email or live chat.. I’m not in the US now and English is not my first language. Hope I write correctly so you can understand what i’m saying.

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Answer 4

babowa

Level 9

78,429 points

Feb 19, 2022 8:59 PM in response to Jaewon0113Roh

making a claim means that you tell them in writing that they need to deliver the device or return your money. It is best with a letter or any other method where you have a copy of what you said and their response. If your bank has billed you, tell them that you want to dispute the charge.

You need to do this on your own since this is beyond what these technical forums are for. Good luck!

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Answer 5

Feb 19, 2022 9:04 PM in response to babowa

Thank you very much. Its really helpful :)

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Answer 6

babowa

Level 9

78,429 points

Feb 26, 2022 10:53 PM in response to zuhra_burhanova

Telling other users is not helpful to you. You need to contact Apple and UPS in writing.

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The delivered box was empty. Is there anyone who has the same case like me?

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