I ordered AirPods Max and a case directly from Apple. On the scheduled delivery day, I received an email saying the package had been delivered, but I was home all day and nobody rang the bell. The carrier's tracking page shows a signature from a name I don't recognize, and I never received the package. Apple investigated and told me they would not provide a refund or replacement, advising me to file a police report instead. What should my next steps be? Should I contact the carrier, file a police report, or dispute the charge with my credit card company? I'm worried that even after doing all that, Apple still won't resolve the issue.
3 Answers
Even though the carrier handled the delivery, your purchase agreement was with Apple. You paid Apple for the products, not the shipping company, so Apple should ultimately be responsible for delivering the order or returning your money. If Apple and the carrier refuse to resolve it after you document everything, a credit card dispute is worth considering. Keep copies of the order, tracking page, signature information, emails, and all case numbers.
Start with the shipping carrier. Ask them for the delivery location, signature details, and any available delivery records. Since the package was either misdelivered or possibly stolen, filing a police report may also help document the situation. Once you’ve contacted both the carrier and Apple, you’ll have a stronger paper trail if you need to dispute the charge with your credit card company.
The carrier’s records should show where the package was actually left. Based on the unfamiliar signature and the fact that you never received it, this may have been delivered to the wrong address rather than stolen from your property. Contact the carrier’s claims department and ask Apple to coordinate with them, since Apple arranged the shipment.
If I go through all those steps, is there a reasonable chance of getting a refund or replacement? Apple hasn’t guaranteed that they’ll do either one.