Apple delivered wrong iPhones and are not refunding

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 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.

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.

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.

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.

I’m still struggling to get a response from anyone. I just sent a follow up email to the executive team as I didn’t hear back.

I also replied to the shipping enquiry email address (shipping_inquiry_emen@apple.com) that I heard from when they closed the investigation without helping, and received an auto reply to acknowledge receipt, but no formal response.

Just now I got off the phone to Apple customer service. They can see all the comms including that email, and reconfirmed that they won’t be refunding or suppling a replacement. They said to report to the police. And we end up in a circle of everyone washing their hands of it.

In summary

• Apple say report to the police
• The police say I need to go to the courier
• The courier says I have to go to Apple.

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 ?

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

Yeah I tried speaking to DPD but they told me to contact apple and they have to initiate an investigation.

Apple did the investigation but for some reason it’s come back as everything was shipped correctly

I Suspect that if I post the email, it’ll be removed by a moderator.

****

I’m not sure what else there is to do.

Despite the phone not coming from the UK, is there any reason why it won’t work? Does it still show as having a warranty on it?

Worst case scenario, you’ve got a better phone than you ordered. Options are either keep it, sell it, or trade it in to Apple in exchange for the phone you wanted.

[Edited by Moderator]

I emailed Tim Cook and then the email was picked up by an exec.

now there’s no reply from anyone.

I turned the phone on as instructed by the police and found out that the phone is a fake phone but somehow showing genuine on Apple’s system.

That is very bizarre.

I’m genuinely not sure what else to suggest here. You’ve done everything that I would have done.

I found someone on Reddit yesterday with exactly the same issue. Fake phone in a sealed, legit box. Someone with knowledge of the retail stores suggested that it had been switched with a legit phone, re-sealed and then returned to a store.