Received my iphone x and the retail box was sealed but contained no iphone

Hi Community,

This is my first post I thought I would sign up to share my experience with apple support. I have been an apple customer for 10+ years now and I normally buy my apple products in store when visiting the UK or the US as I live in Ireland.

Last week DHL dropped off my package and I was super excited that my husband had got me the new iphone x so upon receiving the parcel I couldn't wait to open it. Everything looked fine the apple iphone box was attached to the side of the delivery package in plastic wrap. I then removed the plastic from the the iphone box but there was no iphone inside the box. I was shocked and upset so I contacted apple in regards to the matter.

They asked me to send some pictures in of the packaging etc and done an investigation. I had to contact them via chat as both my husband and I are deaf and live alone which is not ideal when trying to get customer support but we have no other option available to us.

Today I received a response to the investigation.

"

Dear Leanne,

We have concluded our investigation into the delivery of your Apple order W5726xxxxx. Thank you for your patience in this matter.

As soon as we were notified that you had not received your goods, we initiated an investigation internally and with our carrier.

On conclusion of our investigation, we have determined that the delivery was completed successfully to the address provided. We cannot accept liability for orders that go missing after the delivery has been completed. For this reason, we are unable to issue you with a replacement or refund.

In this case, it appears that you may have been the victim of a crime, which is outside our scope of support. You may wish to contact your local Police to help you investigate this further. We will support the police in their inquiries if requested.

Thank you for your cooperation.

Apple Online Store"

I feel like I have been treated very badly by apple and it has put me off every buying another apple product again. I replied back to them with the email below.

"Hi Apple Support,

I have done as advised and went to make a police report. As the box was fully sealed and the retail the box was also fully sealed. They said they cannot confirm that any crime was committed , let alone committed on our shores. This looks like there was some kind of packaging error at the point of production so I don't know how you can just go ahead and put the blame on someone else when it is you that are supposed to make sure that me the customer gets what I've paid for.

I have seen many instances of this happening after reading up online. I will be contacting bank in regards to a charge back as you seem to be no help at all which is rather disgusting. I will also be posting my experience on the apple forums as well as social media. 1350€ gone down the drain after been a loyal apple supporter for 10+ years and this is how I'm treated this is very distressing and upsetting.

I thought apple actually gave a **** about their customers, obviously not. I will also be going to the local newspaper to see if they will run the story as I said my husband and I are both deaf and can't even contact you via phone to discuss the situation in more detail. I hope you can come to a resolution in regards to the matter for me otherwise I will have to go through other channels to get this resolved. I would say kind regards but I'm not in a very caring mood as I'm absolutely crushed and upset in how I've been treated.

Leanne"

Has anyone any advice or a similar experience on how to proceed from here ? Or which of the above options I have mentioned would be the best route to take ? Sorry for the long winded post but I'm at my wits end here and would just like this to be resolved one way or another. Thanks for taking the time to read it.

Kind Regards

Leanne