Apple delivered wrong iPhones and are not refunding

I read through this thread and followed the actions some of the affected members did. I am hoping for an escalation and resolution as soon as possible.

I didn't take any picture of the package when it arrived as I had no intention of opening it or using it. I would assume a CCTV captured when I dropped it off at the UPS Access Point though.

Also, I have requested for the pictures of the "iPhone 15 Pro Max" that was said to had been returned and they have not been able to provide it. I have asked to know what would be done with it, and I was told it would either be recycled or kept at the warehouse. So that means I would keep paying for a product that is in the possession of Apple, and this shouldn't be legal.

I sent an email to Tim Cook as advised, I am hoping it gets the attention of somebody.

It was DHL both times. 2nd delivery told me that the original driver had been let go, after I explained why i was taking video of the delivery and checking the Serial Number.

I have now complained to DHL and also reported it to the police.

I confirmed with Apple and it’s a genuine phone but purchased in China in September 2023.

Fortunately, I foresaw a difficult journey, so have compiled a document with the facts and the timeline. I have the order summary. I have photos of the shipping carton and the sealed device box. I have an email from them asking me to unseal the device box and send photos of the device.

I was told by one of their representatives that it’s impossible for them to have put the 14 in there by mistake, so it had to have been switched after they dispatched.

My concern is that they’ve contacted the courier and they’ve said that nobody their end had touched it so Apple are now concluding that it must be me that’s trying to defraud them.

surely they can see where the 15 is/has been activated. I can’t believe that I’ve bought a phone for £1200, received the wrong item and have just got to accept it.

I’m UK based, there are some services that can assist with advice. I purchased on finance so can contact the finance company to try and cancel the payments.

Feeling very helpless at the moment though.

Hey, did you manage to get the correct phone/ a refund? This happened to me on Monday and apple are saying the carrier sent the correct phone but I received an iphone 14 pro max instead of the 15 and they’re refusing to refund or replace the phone. It’s so distressing as we’re basically having to pay for devices we havent received correctly

They’re refusing to do anything about it. I have rang them and they said I have to email but I don’t receive any responses to my emails. Thank you for advising on the barclays dispute as I have contacted Barclays to dispute the loan today. They won’t even let me return the product and I only received this Monday gone so only been 4 days! It’s ridiculous that we’re being scammed by such a massive company who refuse to do anything in a situation like this and from what I can see this is a common problem recently!

Has Barclays come back to you with an update on the disputed loan? As I did the same and took a loan. I’ve emailed Apple 4 times today and they’re just ignoring me and when I call they refuse to help me. I also don’t know how to find the IMEI number for the iphone 15 that I didn’t receive. This is so stressful

This is so horrible to hear! The fact that Apple basically wipe their hands on such things is astonishing considering how hard people work for their money! I really have no hope with Barclays either now given your experience. It’s such a stressful thing to go through and a lot of money lost!

It's really an unfortunate situation, I thought they were insured for these type of frauds. So practically if it's considered a theft of your property isn't an insurance company covering it, like house insurance content, or gadget insurance?

They probably are, but the problem is, as far as they’re concerned, it’s not been lost or stolen by them.

It annoys me that I understand their stance of not just giving me a replacement phone when I first complained. But equally frustrating that you can’t talk to the team doing the investigation and they just make a decision based on 2nd hand notes from a phone call with a frontline rep.

I’ve given them link to this thread when I sent over all my evidence again last week. Hopefully they realise that there is an issue somewhere and can support us.

Hi,

Have you any update on your case.

My situation is a little different in that the box came with no phone in it. We have been told by Apple they are not replacing as it was delivered fine. Trying to fight our conrner but not hopefull?

On finance as well so dealing with Barclays as well.

Thanks for the update.

My gut feeling is the phone was never put in the box at Apple as it did not look like it was tampered with. I cant believe they think there processes are bulletproof. I am speaking to them again with a list of questions that i want ansewering but i am not hopeful.

Logged with police as stolen.

Do you know if Apple can block the new phone from being used as i have the Imei number for the phone.

Will use my own insurance as last resort

[Edited by Moderator]

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.