Apple claims shipped iPhone box was empty

After years on Samsung, I was offered a iPhone 14 pro max it was a bit big so sent it back and ordered the iPhone 14 pro instead, and returned the pro max the same day with the return label, weights shows a 1.0lbs.

After not getting refund, checked tracking that shows delivered.

fedex confirmed delivery, I was surprised and reached out to Apple that claimed at first they never received it, that they conducted an investigation and just said they don’t have the phone and that’s it.

after calling them they only suggested I call local law enforcement and worst made insinuation asking if I was sure I had put the phone in the box, or if I had taken a picture of me putting the phone in the box.

obviously the phone disappeared or on the FedEx leg or at reception but nor FedEx or Apple will take responsibility.

how does that work? What are we suppose to do, followed their instructions to the T, dropped the phone (obviously not an empty box as label shows a bit under 1lbs)

i am out of words that basically anyone can open or take the phone keep shipping a box and there is nothing other then suspicious questions from Apple…has this happened to anyone?


[Re-Titled by Moderator]

iPhone 14 Pro, 16

Posted on Apr 15, 2023 11:13 AM

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Posted on Oct 3, 2023 5:14 AM

This *JUST* happened to me, too. Got an email from Apple claiming the trade in box was empty. Now what?


I responded to their email as instructed and told them what I had in the box and even included pictures that I happened to take.


What's the outcome? I'm guessing I have to go to FedEx and file a claim now?

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37 replies

Nov 11, 2023 1:44 AM in response to shacker2762

I agree. They need to address this issue. Happened to me last year and I was hesitant to mail my phone using the trade in kit this year and even asked at the store if I can just return it there. They said I would have to cancel the whole thing and start over and request to drop it off. Seemed like a whole process for what I didn’t have time and sure enough I mailed the phone this year and they said exactly the same thing - that they received an empty box. Well first they said they canceled my trade in and when I contacted customer support, they told me the notes said that they received empty box. Unbelievable!

Nov 11, 2023 9:01 AM in response to SiSeLiNa

Shutting the iPhone down essentially turns it into an AirTag. Apple can mitigate much of this by putting the phone into "trade in mode". This way, they (and hopefully us) can track the device along the route.


It's not that difficult and this is happening with more frequency. Not all of us take pictures of the box - and, frankly what would that help? If I really wanted to take pictures of my old phone in the box, then take to back out and seal it, how the heck would pictures help?


Same, if the device was lifted by someone along the transit route. We need to get Apple to acknowledge this.

Nov 16, 2023 8:06 AM in response to Mirna_Calderon

Though only my wife’s phone disappeared, we did get timely refunds for both.


At the end of the day, Apple paid for shipping and thus shipping insurance. If a phone goes missing in shipment, it’s between Apple and FedEx … more specifically between Apple and the insurance company underlying FedEx’s shipping insurance plan.


You can obviously demonstrate the weight of the package you sent them. (If ur receipt doesn’t show the weight, use your tracking number and get the online receipt which does.)


There may be some handwringing on Apple’s behalf, but at the end of the day, you cannot insure a shipment that Apple paid for, nor can you even take a video of FedEx employees taking the package from you.


You’ll just have to be patient and determined.


Nov 17, 2023 3:34 PM in response to Laurent-hi

same thing happened to me. got new iPhone 15, the same day shipped the iPhone 14 back, delivered 10/27, have Fedex receipt, checked on website and it shows 1.7 Ibs / 0.77 kgs (pro max) weight of the box. after calling apple numerous times, was told today that the box was packed correctly but when opened, was empty.

this will need to be a class action...

Nov 17, 2023 8:40 PM in response to BasKap

That sucks so they never answered back about the investigation?? I called them the next day and I also send them my concern through messages as well from apple

support and surprisingly a few hours later I received another email saying that I was getting my refund and a little more than the estimated amount like that’s very suspicious how out of no where they found it , I’m sure they are doing this to see if some won’t do anything about it , don’t give up and keep trying I’m sure they have your phone

Nov 28, 2023 7:03 PM in response to Laurent-hi

This same thing happened to me when I did a trade in. I got the 15 Pro Max from the Apple Store and sent back my 14 Pro Max as trade in.


Got an email from Apple stating the box was empty. They asked me to reply to the email with details on how exactly I packed the box. I had just so happened to take pictures of the iPhone 14 Pro Max outside, inside and of the sealed box itself. I sent all the pictures I had along with the Fed Ex receipt that showed the weight.


I then opened a support case with Apple Support over chat. Sent the same information to them, too.


An hour after I opened the case, I got an email from Apple saying all is well and they will process my trade in at full value.


I have NOT A CLUE what made them change their mind so quickly.

Dec 1, 2023 11:33 PM in response to Laurent-hi

Wow, I see I am not the only one. I am going through the same issue. I regret doing this through the mail but was the fastest way since my daughter uses the phone and needs it for medical reasons. Apple stores have no available appts. Apple charged me over $1,300 for something that is not might fault. They alledge the charge cannot be credited back while the "investigation" in complete. I am out of words! In which they want me to provide things that are unbelievable! This has created so much stress, waste of hours on the phone and a financial hardship.

Dec 2, 2023 5:39 AM in response to Katana-San

It truly is sad. And what's more infuriating to me is that the pictures aren't even proper proof! What's to say I just took a bunch of pictures, then took the phone out of the box, replaced it with some bars of soap and repacked it?


Apple really needs to figure this out. Personally, I think they should allow the traded in iPhone (if it's an iPhone) to be placed in a special Find My mode that both the customer and Apple can track like an AirTag. The only stipulation would be that you must charge the device.


This way, we can both see if the traded in phone deviates from the shipping route.


Another option would be for us to NOT wipe the iPhone. Let it stay locked to our account until the trade in partner has received it. Then, Apple can send us notification to remotely wipe the device and remove it from iCloud. Once the device is remotely wiped (or wiped by Apple), they would issue the credit.


That's the most frustrating part - this is NOT difficult. Apple can do this - and SHOULD do this.

Dec 4, 2023 9:43 AM in response to Laurent-hi

A similar problem just happened to me. I got the new iPhone Pro 15 and sent my iPhone Pro 12 Max as a trade-in. Apple claimed my trade-in was worth $0 because one of the camera's outer glass was cracked.


So I told them to send it back. I got my return this weekend, and I knew immediately it was an empty box when I picked it up, and sure enough it was.


The empty box was shipped this way by Apple. The box I received was not tampered with, and the shipping label was wrapped around the box intact, so if it were opened, the shipping label would be torn. Also, there was zero evidence the box had been re-tapped.


I bet most of these issues are happening internally at Apple via employee theft and not in the shipping process.


The good news is I contacted Apple, and they did an investigation and issued me a refund on the original trade-in value a couple of hours later.

Apple claims shipped iPhone box was empty

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