I ordered AirPods Max and a case directly from Apple. FedEx marked the package as delivered while I was home, but nobody rang the bell or handed me anything. The tracking record shows a signature from someone I don't recognize. I contacted Apple, but after investigating, they refused to provide a refund or replacement and told me to file a police report. I'm planning to contact FedEx as well, but I'm unsure whether a police report will actually help or whether I should dispute the charge with my credit card company. What steps should I take, and how likely am I to recover the money or receive a replacement?
3 Answers
Although FedEx physically handled the shipment, your purchase agreement was with Apple. You paid Apple for the products, not FedEx, so Apple should ultimately be responsible for making sure the order reaches you or refunding the payment. FedEx’s delivery records may help prove that the package was misdelivered, but they shouldn’t automatically end your claim with Apple.
Start with FedEx and ask for the delivery details, including the exact location, delivery photo if one exists, and information about the signature. If it was delivered to the wrong address, make that clear. File a police report if Apple or FedEx requires one, then keep copies of every case number, email, and tracking record. After you’ve contacted both companies, you’ll have a stronger case for a credit-card dispute if neither resolves it.
A police report may be useful for documenting the suspected theft or misdelivery, even if the package never reached your property. Contact FedEx first, report that the signature is not yours, and ask them to open a delivery investigation. If Apple still refuses after that, contact your credit-card issuer promptly and explain that the merchandise was never received. Provide the order confirmation, tracking information, Apple’s response, FedEx correspondence, and the police report if you file one.
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