Apple delivered wrong iPhones and are not refunding

I’m also certain that the wrong phone was shipped to me. It’s impossible to have a shipping operation that size with 0% error rate.

Im on the phone to them now asking to get the phone blocked. I’ve asked them for details of their investigation but they will not disclose. They will not tell me why they can’t just track the 15 and see who has it, nor will they tell me why they can’t just trace where this 14 has come from.

Sounds like the conversation my wife has just had with them which left her in tears. Basically told her case is closed and stop bothering them, there is nothing they will do now. I am ringing them next to see what they say to me. Let me know if they block the phone.

This will make you laugh (probably not).

Just been told that they can’t block the phone, unless it’s been activated by me. I also can’t block the IMEI unless the device has been activated on my network.

the guy did send me a link to an article on find my iPhone though…

very useful if you’ve actually received your phone.

So they completely blanked me saying that the case is closed there is nothing they can do. I asked who i raised complaints with and they said no one, they dont have one. I dont know whether to laugh or cry.

This happened to me too on the weekend! I received my iphone 15 pro max yday in the post and did the same as you, opened and recorded in front of the delivery driver. So glad it was sorted but caused so much stress

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.

Was just about to post positive news too! So good to see others getting somewhere.

I’d emailed Big Tim C last week and have dealt with someone in executive complaints this week. My replacement is being delivered tomorrow. It’s a shame that they can’t disclose details of how it went wrong, but good to see that others are also getting their phones too. I still don’t understand how the other team could flat out refuse to accept that any mistake could have happened at one of their facilities.

This is a very helpful thread. Thank you. I was delivered an SE instead of a 15 Pro Max and they just emailed me to say “We have completed our review with the carrier regarding your shipment, and confirmed that it was successfully delivered to the address entered when you placed your order. As a result, we’re unable to provide a replacement or process a refund.”

I had a phone call from them where they asked if the box had been tampered with before delivery and I confirmed it hadn’t.

sorry to hear that you’ve had this issue too.

Unfortunately, those completing these investigations have a very rigid view that no mistakes can be made at point of dispatch. If your invoice says iPhone 15 Pro Max, they will say that it’s not possible for any other device to have been dispatched. So it must have been switched by either the courier or yourself. The courier will complete an investigation and confirm that nobody tampered with the parcel.

They will also ignore any request to check this thread.

Even after I spoke to an exec, they agreed to replace my device (which has arrived), but for security purposes couldn’t disclose whether anything had gone wrong and how. They wouldn’t accept responsibility. It was like they were doing me a favour, giving me a phone that I’d paid for.

Was it a brand new, legit iPhone SE? Factory sealed etc? You can check the serial number here: Check Your Service and Support Coverage - Apple Support

Many thanks for your replies.

I checked and it is a legit iPhone SE which was factory sealed when I received it. It does though, have what I now realise be a Tesco Mobile QR code on the back, which I am guessing is NOT something Apple would ship with. On that basis it must have been switched during shipment, though this must have been well disguised as there was no noticeable damage to the box. In accordance with the Consumer Rights Act, our contracts are with the retailer or seller, and the responsibility lies with them, as it happened before the phone was delivered to us.

I've raised a complaint via the Apple Feedback Page, and I will report it to the police. I may also use the CEO route.

Sounds like you’ve got it under control. I honestly wouldn’t wish this journey on anybody, so good luck to you.

From what I’ve read online, and heard from Apple tech support, I think these devices might be picked and shipped from the same facilities, even if they are being sent by a mobile network. Which explains the Tesco Mobile thing.

You may have some joy by contacting Tesco Mobile. That QR code might be a eSIM. Maybe they can contact Apple and tell them that they’ve sent their customers device to you by mistake.

Their customer has potentially also received the incorrect device (but not necessarily yours).

I’ve just checked both shipping boxes I received. Both look exactly like yours. DPD delivered both.

I think the most likely cause here is that your shipping label was simply stuck on the wrong box.

Barclays would not honour my dispute because Apple provided them with evidence that included, but was not limited to, weight checks completed at each handover point up to when it’s loaded on the van, as well as CCTV footage. Apple and Barclays were 100% satisfied that it hadn’t been switched. This tells me that means it must have been wrong to begin with. Unfortunately, this comes back to my previous point of Apple investigators not accepting this as a possibility.

Tesco might be your key here. They should know who that phone belongs to.

Thats a shame. Would have been great if Tesco could have just confirmed it was a serial number of a device they’d previously sent. Seems a bit mad that Apple always tell you the serial for the device they sent, but nobody has any record of the device you have! I never got an answer to that question, even after they agreed to replace mine.

Interestingly, I read two articles on Apple News this morning regarding DPD delivering power banks instead of iPhones. One case in Wales and 2 cases in Cornwall. Does seem to point to either the driver, or the last person to touch it before the van. Maybe I’m just too trusting.

How did you receive a replacement ? As I have experienced something very similar where I ordered an iPhone 15 pro but instead received iPhone 15 pro max and was told by the customer support advisor that the serial number didn’t belong to a phone in the UK. I am very concerned as they have confirmed in their investigation that they are not liable for missing items after the delivery has taken place. Also I have paid for mine by a credit card.

Hi

can I please get someone information/advice on how to go about solving my issue ?

I received an iPhone 15 pro max, instead of iPhone 15 pro and have been told my Apple customer support advisor that the serial number doesn’t belong to a phone in the UK. They have also said that they are not liable for any missing items after delivery. But the phone box was tampered with and was changed before delivery. I have also asked them to track the iPhone 15 pro by providing them with the serial and IMEI number.