Apple delivered wrong iPhones and are not refunding

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

Paypal is covering this type of fraud

<If you received a completely different item, if there are missing parts, if you received a different quantity, or if you received counterfeit or damaged goods, PayPal Buyer Protection could cover you>

Hi. Sorry to hear that you’re also having this issue.

Firstly, I just want to confirm that you received an 15 Pro Max, instead of a 15 Pro? Was it sealed?

It’s interesting that you’ve received a higher model than the one you ordered and they’re still not interested.

Secondly, you mentioned that the box had been tampered with. How do you know this?

As you can see from the earlier posts on this thread, none of us received a resolution from Apple customer service. We were all told that they’d completed an investigation and found the correct device had been shipped and therefore declined a replacement.

Apple will not provide any information regarding these investigations, or their order fulfilment processes. They will not track the device you were supposed to receive nor will they trace the origin of the device you have received. They are not able to block phones that haven’t been activated by you. IMEIs cannot be blocked unless you know the network that the phone is active on (if at all).

Those of us who were able to get our complaints understood, did so via the Apple feedback channel, or by emailing the CEO.

Im conscious that this thread is monitored by Apple and have seen posts removed. So the best advice I can give is to read each of the comments on here, be calm and concise in any communication with Apple and raise it to the highest level. I hope that you get someone to listen to you and resolve this issue.

Yes I was quite surprised too that I received a higher model. It was also 1 TB. But when the advisor said it didn’t belong to an iPhone in the UK, I was very hesitant to keep this phone or order another via the online store. As god knows if the products we’re receiving are genuine or not.

The reason I thought the box was tampered with was that the paper brown seal was cut and then plastic tape put over the top to seal the box again. The packaging was similar to one of the images earlier posted on this thread. Also the box of the iPhone itself had scratches and dents on it making it look like an old and used phone.

when I checked the Apple coverage page, I found out that the phone I received was purchased in September 2023 and obviously didn’t match with the serial number on my invoice.

I have also emailed the CEO, hopefully will get a resolution or will have to then speak to my credit card company.

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.

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.

Hi Chris, I can’t thank you enough for this info & advice, you’ve helped me tremendously.

is anyone able to advice how to find the right feedback channel or what to google to find it, to escalate my case? I sent some feedback on one labelled iPhone, but it seemed to be more for product feedback, than being about an order problem/feedback.

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.

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.

It did. But it took a few days for them to call me to discuss my email. Then they took a few more days to review everything and make a decision. I wasn’t too bothered about them taking a few days. After waiting 6 weeks for someone to actually listen to me, I just wanted them to get it right.

Id recommend providing as much detail as possible, but try to avoid opinions and accusations. Don’t forget to include your phone number.

I’m in a dilemma now.

I would really appreciate any advice and suggestions.

the exec from Apple got back to me today and have concluded that they cannot provide me with a replacement.

I have reported it to my local authority now.

but how do I proceed with this and get my money back ?

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

Hi again, if we do successfully get a replacement phone of the one we ordered, can we keep the wrong phone & use it to our advantage in any way? Only asking as this whole thing has taken 5 weeks & probably about 25 hours of my time, so to not be compensated by either apple or courier (both huge companies), feels very wrong. Huge thanks to Chris & everyone for going out of your way to help us, your advice has made this stressful time that little bit easier. Your generosity with your time hasn’t gone unnoticed, thanks :)

I had a similar thing happen to me. I ordered the iPhone 15 Pro Max directly from Apple, and everything was going fine until I received the order. Instead of the iPhone in the shipping box, it was filled with chocolate bars. I immediately contacted Apple, explained what had happened, and provided them with pictures. However, they are refusing to refund or provide a replacement, citing proof that DPD delivered successfully. I tried explaining that the contents were obviously switched while in transit to me, but they don’t even want to acknowledge this as an option. My order was delivered by DPD. I don’t know what to do

Hi Georgina.

In my case, I asked the exec I spoke to how to return the 14 that I received and they told me that it’s not their property, so they would be unable to accept it. Best you can do is be honest and ask them.

The dilemma is that I still don’t know where that phone came from. It’s genuine and brand new, but it could’ve been stolen, or Apple might realise they’ve lost it, so could get blocked in future. I don’t want to give it to a family member and have it unusable in the future. I also don’t want to sell it and put a random person in that position.

I thought about trading it in to Apple. That way it’s their problem not mine.