Apple delivered wrong iPhones and are not refunding

Hello all - I have had some positive news. I left a comment using the Apple Feedback Page, and it appears that sparked something where someone within Apple took another look at my case.

After doing so they found that the delivery driver had in fact now been let go from the Courier and it appears they finally understood I had my original iPhone stolen and replaced with some Android Fake instead.

This turned around completely from them being unhelpful, to being very apologetic and very helpful, and I got delivered a replacement iPhone 15 Pro Max (this time i opened the box in front of the delivery driver and checked the Serial Number against the Apple coverage checker website). I wasn't taking any chances this time.

I suggest those still going through this should use the feedback form on Apple.com/uk to report your problems, it can't harm to express your views on there.

Hi. Sorry to hear you’re also on the receiving end of this mess. Peculiar that the 3 of us on here have all ordered the same phone and all received the same incorrect one.

So far, no, Apple have not agreed to swap the incorrect device for the correct one.

I contacted my local Police on 101 and reported the iPhone 15 Pro Max as stolen.

I bought mine on the 0% monthly payments, so also contacted Barclays Partner Finance on 0800 152 2888 and discussed it with them. They’ve raised something called a section 75, which means they acknowledge a dispute between myself and Apple and will mediate to try and find a solution. They’ve asked for the same evidence that Apple did, so I’m hoping they have more common sense (and trust) than whoever is dealing with these at Apple.

Providing Apple with the crime reference number triggered them to send me an email asking for more photographs. I’ve sent them photographs of everything they asked for and a detailed summary of how I received it, how I opened it and any observations on the condition of the box as well as stating that unless instructed by them, the shipping box, product box and device have not been touched since I raised the issue. I also mentioned that I’d found 1 other person on this forum with the same problem and provided a link.

I’ve not heard back from them in 3 days (despite a 48 hour response being promised), but last time I spoke to them, they said they were trying to trace the missing phone to find out where it is, as well as tracing the 14 to find out where it came from.

Was there anything unusual about the shipping box for yours?

mine had one of the internal pull tabs torn and reinserted backwards, as well as one end of the box being less well stuck down than the other.

I highly doubt that the courier has done anything wrong, so in my mind, either the wrong phone was in there to start with, or someone at Apple switched it for some reason.

Im glad to have helped.

It’s frustrating to a see more new people appearing on here almost every other day now. You shouldn’t have to resort to some random person on a forum for advice on this sort of issue.

I emailed Tim Cook (I won’t post his email in case this message gets removed by moderators) and explained the issue, using only facts, with no opinions or accusations. My email included dates that I’d contacted Apple and any actions/outcomes. I also included details if any other steps I’d taken (such as reporting the phone as lost/stolen to the police, and opening a dispute with Barclays). Don’t forget to include a telephone number as well as your email address.

I received a call from a gentleman at the European head office about a week later. He took a few days to review the case and then contacted me to confirm that they’d be replacing the incorrect device, which I received the next day.

When the replacement arrived, I asked the courier to record me opening it in front of them to avoid a repeat, ensuring to capture the serial on the device box too.

Hopefully I’ve covered everything, but please shout if you need any more info.

Do you have your order summary that shows you ordered the 15 Pro Max? If you have everything that proves you ordered one device and received something different (including documenting each time you contacted them on this) escalate the issue. Depending on how you paid for it you could dispute the charges with your bank/credit card issuer. Seems odd that Apple would tell you to unseal the box if you were reporting that it was the wrong device and model received. Normally you would be advised to return the incorrect device unopened while they initiate shipping the correct one. No circumstance where they wouldn’t want the incorrect one sent back to them. Not necessarily a big deal but unless you accidentally had already opened it not realizing it wasnt the right phone it just seems odd they would ask you to open it when all info they need to see it’s not the correct device is available on the box without opening it. Unless the customer claimed that the phone inside the box was not what the box indicated. But I digress.

Oh…if you are in the US you can also opt to submit a Better Business Bureau complaint. Most of the time this causes some movement in disputes one way or the other (if Apple has proof that the correct device was sent based on the order confirmation for example the would submit that info in their written response to the complaint. If they acknowledge that a mistake occurred they will submit a resolution offer or will submit what the resolution was if they reach out to you directly to resolve. These are general examples).

Welcome to the thread. Sorry to hear that you’ve also been a victim of this poor journey and service.

At this point, there are so many people on this thread with this issue that have not been heard until they’ve escalated. I’d recommend doing what the rest of us have done. Escalate it via the Apple feedback channel and by emailing the CEO.

In your case, I believe they also have an additional obligations under Consumer Duty and vulnerable customer regulations (give that a google if you’re unaware). You have a specific requirement and the incorrect product they have provided is not fit for your specific needs. You have informed Apple of this and they have not taken appropriate action. Ensure that you mention this in any future communication with them.

I would not recommend selling the device they sent. At present, none of us are sure where these devices come from. Are they stolen or just a mix up at the distributor? If you sell it and they turn out to be stolen, the device could be blocked and a refund clawed back from you, leaving you out of pocket and without a device.

It’s a long battle, but if you escalate to the right channels, you will eventually speak to someone who will help you. I hope this happens sooner rather than later for you.

What is the reason they say they aren’t refunding? Are they saying that the phones you received are not what was shipped by them? Even if they sent you the wrong phones it seems odd that they would be phones with block IMEIs which seems to suggest the phones were swapped at some point either in transit or Apple may think you may have swapped them. You may have to open a case with the carrier that delivered them. You may also open a case with your bank or credit card issuer if you paid upfront for the phones. Depending on their discovery during their investigation they may rule in your favor and refund but if Apple can provide compelling proof that the phones you received did not come from them then you may still be on the hook. All I can suggest is file cases and go from there.

Have they not asked you to send photographs or anything? Their investigation process is poor from a customer perspective, but I will say that it is thorough.

Can I ask what area you’re based in? I’m East Sussex. Just intrigued as to whether we’d both have the same distribution centre.

I’d call 101 and report it as a missing/stolen phone. Check the invoice Apple emailed you and grab the serial number and 2 IMEI numbers for the iPhone 15 Pro Max and give them to the police. Mention that you’ve found others with the same problem so they know it’s not isolated.

Once you have a crime reference number, call Apple back and ask them to open a case against your order, provide them with the crime reference number and as much detail as possible.

Might be too late, but keep the shipping box exactly as you received it and take pictures of the sealed phone box. If they ask you for photos of the actual device, get them to email this request so you have it in writing before unsealing the product.

Good luck and keep me posted. I’ll update this as and when my case progresses.

It took a few days for Barclays to email me requesting photographs of everything. The y did advise me on the phone that this dispute isn’t a quick process though.

It seems strange that Apple are flat out refusing to investigate. The people I’ve spoken to have been sympathetic, it’s more the investigation process that has frustrated me.

To find the serial and IMEI numbers, view your order on the Apple website/mobile app and you should see a link beneath your order number that says “view invoice”. Once you’ve got the invoice open, look at the bottom paragraph, you should see the IMEI numbers (there are 2) and the serial number for the device they should have shipped you.

So i have had positive news also. I emailed the CEO of Apple and my wife left feedback so not sure which caused a rethink but i got a call yesterday to say they were reviewing my case. 5 mins later i got an email to say they were replacing my phone. Whats better, it was delivered this morning. I have a follow up call with an Apple exectutive this afternoon to discuss my case and they have also called me this morning to check the phone was delivered. Complete turn around in performance by them which is great and good to see they have taken feedback on board.

That is all very strange. How can they not point the finger at the courier here.

The fact that you’ve received a parcel that has been opened and resealed should be enough for them to help you.

Sounds like you’ve taken the right steps though.

I’d raise a complaint with the courier too. It’s possible that they have had complaints about similar instances with handlers/drivers involved in your delivery.

Failing the above, you can do a charge back on your credit card. This should be your very last resort though. I’ve experience working in counter fraud for financial services, and have seen cases where people were denied credit or other services in future because they were added to fraud databases for charge backs.

Have you tried emailing the CEO which is the route I took. Explain what has happened and put your order number and contact details on email. I got a call day after I sent email, they agreed to replace phone the next day and I got it the following day.

I escalated to my bank and reported as a fraudulent activity and got a crime reference number. If you’ve paid by credit card ring your bank and explain the situation as you may be able to get your money back

I would get a crime reference number and also dispute with your bank

That is very disappointing to hear.

You mentioned previously that the box had been tampered with. Have you contacted the courier to raise a complaint with them?

if Apple have concluded that they have done nothing wrong, then it must be the courier.

How did you pay? If it was via Credit Card, you can do a charge back by contacting your card issuer.

Lastly, you could sell the 15 Pro Max and buy the device you ordered. Have you confirmed that the one you received is a legitimate iPhone by checking the serial number here: Check Your Service and Support Coverage - Apple Support

You can report it to your local consumer rights bodies, if you're based in the UK watchdog, which?, this is money, etc