Apple courier (UberEats) stole 2 MacBooks I ordered. Apple will not help.

[Six0Four]

Ordered 2 Macbooks for $2500 from Apple (Canada). Paid for their same day delivery service which they use Uber for and it says delivered but it wasn't. Driver stole them or he delivered to the wrong person that stole them. If he actually delivered to the wrong address, I live in a high rise that does have cameras but only in the lobby which means once the Uber driver got on the elevator who's to say he didn't get the wrong unit and it's his word against mine.

I contacted Apple and they said they would reach out to Uber and get back to me. 12 hours later I got an email from Apple saying:

"We have completed our review with the carrier regarding your shipment and have determined that we are unable to provide a replacement or process a refund."

I couldn't believe my eyes. Picked up the phone and called them and what they didnt tell me in the email was that I should file a police report (which ive done). They said do the police report and the police will reach out to Apple. Problem is I talked to the police and they said they dont reach out to anyone, Apple reaches out to them once I give Apple the police report number. Apple also said they came to that decision because Uber says the item shows as delivered.

So basically I'm stressing. By reading online it looks like this has happened to others and they didn't get their money back. I'm just wondering if anyone here has been in a situation like this or can give me any advice?

Thanks.

------- UPDATES -------

EDIT 1:
Small update:

Lots of people online told me to contact Tim Cook by email. Obviously not expecting him to reply but apparently he has a team that responds to these emails for situations like this. Got a call today from a nice lady that asked a couple questions and for the police report number and to forward the original email i got from Apple telling me they wouldnt help me with a refund or replacement. She said she took over the case and is looking into it and to expect a call in a day or two. She seems pretty high up the food chain..

One thing I explained to her and to the police that came to visit me, was when someone visits/delivers anything to my building they must buzz in first. This comes through as an incoming call on my phone. I told her and the police that I will supply my login info for my phone carrier to see I had no incoming calls within hours of the supposed delivery.

I'm confident that if this is truly looked into by a real person who wants to put in the time to find the truth than it will end in my favour.

I appreciate all the advice i got here and will give an update once I hear from her.

EDIT 2: Spoke with Apple Retail Executive Relations. They're not changing their decision. I get nothing back. Case closed. Trying a chargeback now. I feel sick.

EDIT: 3 Just spoke with landlord. He said Police called him at 5am and requested the footage. This has what slowed down the investigation, the Police are on night shift. That and the city I live in has a lot of crime.

The landlord called his head office and they said not to give the footage to anyone except the Police. Understandable. But I have no copy to show Apple. We sat in the rental office and watched 30 minutes around the time of delivery. The only people that were on camera were tenants that used their key fob to enter. Not one person used the buzzer to buzz anyone.

As I suspected, the driver stole the laptops. Police have the footage.

 

[Fishrrman]

"I'm just wondering if anyone here has been in a situation like this or can give me any advice?"

Are you dealing with Apple in person over the phone?
You need to send them a copy of the police report. Either "hard copy" or a scan of it (made on your end). A pdf file would probably do.

Are you near a brick n mortar Apple Store?
Go there and speak to someone.

I'd make a trip to the Apple Store and pick up, next time.

 

[Six0Four]

"I'm just wondering if anyone here has been in a situation like this or can give me any advice?"

Are you dealing with Apple in person over the phone?
You need to send them a copy of the police report. Either "hard copy" or a scan of it (made on your end). A pdf file would probably do.

Are you near a brick n mortar Apple Store?
Go there and speak to someone.

I'd make a trip to the Apple Store and pick up, next time.

Hi. Some more info.

i called Apple back after the last woman I spoke to said Apple has made their final decision and would not transfer me to a supervisor. I spoke with a nice gentleman who was speaking with his manager in real time and said I need to file a police report and get the Police to call Apple. Problem is the Police tell me they do not call Apple. Apple needs to call them or I need to give Apple the Police report number. Apple insists Police need to call them. Waiting on a call from a cop now.

Aside from the one Apple employee I am absolutely shocked at how this is being treated. I own over 10k in Apple stuff and I seriously just want to get rid of it. How can someone be scammed so easy and Apple not give a crap.

I might have to go to a store and speak with someone but I doubt any of them would be high enough in the company to have any pull.

 

[Fishrrman]

Go to the Apple Store anyway, ask to speak to the manager.
Make your complaint known.

Next time you need something from Apple ... go to the nearest Apple Store and buy it and personally carry it home.

Or... order via Apple's online store, with YOU making local pickup at the Apple Store.
That's how I bought my last purchase (MacBook Pro 14")...

 

[Alameda]

Go to the Apple Store anyway, ask to speak to the manager.
Make your complaint known.

Next time you need something from Apple ... go to the nearest Apple Store and buy it and personally carry it home.

Or... order via Apple's online store, with YOU making local pickup at the Apple Store.
That's how I bought my last purchase (MacBook Pro 14")...

Listen, telling him he made a mistake by purchasing from Apple isn’t helping. Apple is entirely in the wrong here, not the customer. He never received his product so he shouldn’t owe a dime. Apple should be taking care of the customer and not making him jump through hoops.

 

[Just_Kevin]

Apple/Uber doesn’t require a signature, photo, etc? Seems crazy. Amazon takes a picture of every single delivery when they drop it off at my door.

 

[NYCValkyrie]

Apple/Uber doesn’t require a signature, photo, etc? Seems crazy. Amazon takes a picture of every single delivery when they drop it off at my door.

They do in NYC. My same-day deliveries have required ID, a signature & the driver takes a photo. It has to be handed to a person. If someone other than the person who ordered it is accepting the package, you have to give their name. It is tracked via the Apple Store app the whole way with map tracking & everything.

Not sure what Canadian tracking is though.

 

[NYCValkyrie]

Hi. Some more info.

i called Apple back after the last woman I spoke to said Apple has made their final decision and would not transfer me to a supervisor. I spoke with a nice gentleman who was speaking with his manager in real time and said I need to file a police report and get the Police to call Apple. Problem is the Police tell me they do not call Apple. Apple needs to call them or I need to give Apple the Police report number. Apple insists Police need to call them. Waiting on a call from a cop now.

Aside from the one Apple employee I am absolutely shocked at how this is being treated. I own over 10k in Apple stuff and I seriously just want to get rid of it. How can someone be scammed so easy and Apple not give a crap.

I might have to go to a store and speak with someone but I doubt any of them would be high enough in the company to have any pull.

If you get the police report, email Tim Cook's office with a scan or photo of it. Their executive reponse team should call you back. Be sure to also include any correspondence with the Apple care team, the tracking texts from Uber, etc.

 

[jaw04005]

If you look at the Reddit forum about this, this happens all the time and it's always with MacBooks and iPhones. Apparently, Apple used to use Postmates, but Uber acquired them.

I almost made this mistake on iPhone launch day, because it doesn't say Apple uses Uber Eats to delivery same-day. I just assumed in the metros they use their own service like Best Buy, Walmart or Amazon.

 

[Big Bad D]

If you paid by credit card, contact your credit card company.

 

[Six0Four]

Apple/Uber doesn’t require a signature, photo, etc? Seems crazy. Amazon takes a picture of every single delivery when they drop it off at my door.

Just a scribble on the drivers phone and they scan the bag and give it to you.

 

[Six0Four]

If you get the police report, email Tim Cook's office with a scan or photo of it. Their executive reponse team should call you back. Be sure to also include any correspondence with the Apple care team, the tracking texts from Uber, etc.

Thank you i actually did email Tim Cook lol. Hope someone responds. The thing with Uber tho is its not like a normal Ubereats order, Appel hides all the drivers info from you, all you see is a map and once its delivered it all disappears.

 

[Six0Four]

If you paid by credit card, contact your credit card company.

yes i did but since the transaction hasn't fully gone through yet i need to call back when it does in order to do a chargeback. This is the last resort because Apple will then ban my credit card. But I guess thats not a big deal because if they screw me there is no way Id buy another Apple product again.

 

[Six0Four]

If you look at the Reddit forum about this, this happens all the time and it's always with MacBooks and iPhones. Apparently, Apple used to use Postmates, but Uber acquired them.

I almost made this mistake on iPhone launch day, because it doesn't say Apple uses Uber Eats to delivery same-day. I just assumed in the metros they use their own service like Best Buy, Walmart or Amazon.

Whats really sick is I inquired about this on the Ubereats reddit and a good chunk of people were basically making fun of me. The drivers. Apparently the Apple orders pay so little and dont tip that the drivers dont feel bad for the people that get their stuff stolen.

 

[Alameda]

Whats really sick is I inquired about this on the Ubereats reddit and a good chunk of people were basically making fun of me. The drivers. Apparently the Apple orders pay so little and dont tip that the drivers dont feel bad for the people that get their stuff stolen.

Have you called your credit card company? There’s a phone number right on the card.

 

[Six0Four]

Have you called your credit card company? There’s a phone number right on the card.

Ya I'm aware there's a number on the card. That's last resort. Once I do the chargeback Apple blocks the card from being used with them and can lock my iCloud account.

 

[Alameda]

Ya I'm aware there's a number on the card. That's last resort. Once I do the chargeback Apple blocks the card from being used with them and can lock my iCloud account.

I wouldn’t waste another moment. Your credit card company can issue a new card number or you can apply for another credit card. This is $2,500 and I think Apple’s conduct here is absolutely atrocious. They shipped it to you, and failure to deliver is their fault. It is absolutely your right to not pay for merchand use you did not receive.

 

[Big Bad D]

Ya I'm aware there's a number on the card. That's last resort. Once I do the chargeback Apple blocks the card from being used with them and can lock my iCloud account.

The credit card company should have a lot more clout with Apple to resolve this unacceptable situation. Why delay?

 

[Six0Four]

The credit card company should have a lot more clout with Apple to resolve this unacceptable situation. Why delay?

Police came and visited me today and I gave them a bunch of info. Initially they were 100% convinced I bought from a fake website since they couldn't fathom a company like Apple using Ubereats to deliver $2500 computers. They finally looked it up online and were shocked.

I think they're going to reach out to Apple. I'm just going to give it a couple of days. I spoke with a Manager at Apple and they are escalating the investigation.

 

[Papanate]

They do in NYC. My same-day deliveries have required ID, a signature & the driver takes a photo. It has to be handed to a person. If someone other than the person who ordered it is accepting the package, you have to give their name. It is tracked via the Apple Store app the whole way with map tracking & everything.

Not sure what Canadian tracking is though.

That’s the way it is at my house - I have to sign for it or I don’t get it - they also expect me to inspect the package for any damages - because they won’t accept a damage claim after the fact - unless it is something that a shock to package could produce - I’d like to know the about the UBER delivery - I’ve never heard of that - at least not where they give a package to a driver and then say i hope you get it to them.

 

[Papanate]

Ya I'm aware there's a number on the card. That's last resort. Once I do the chargeback Apple blocks the card from being used with them and can lock my iCloud account.

That doesn’t sound right - Apple can’t touch your iCloud account - and where did you hear that Apple will block your Card?

 

[Six0Four]

That doesn’t sound right - Apple can’t touch your iCloud account - and where did you hear that Apple will block your Card?

Ive just been doing crazy research online. A few people mentioned this.

 

[Six0Four]

That’s the way it is at my house - I have to sign for it or I don’t get it - they also expect me to inspect the package for any damages - because they won’t accept a damage claim after the fact - unless it is something that a shock to package could produce - I’d like to know the about the UBER delivery - I’ve never heard of that - at least not where they give a package to a driver and then say i hope you get it to them.

This happened to other people as well:

Apple Store Customer Claims Uber Driver Stole Their $2,000 Delivery Order and Apple Won't Offer Refund [Updated]

While many Apple Stores in the U.S. offer two-hour delivery of in-stock products for $9, customers should beware of potential theft and...

www.macrumors.com

From Ubereats website:

 

[Apple_Robert]

Seeing how Uber is contracted by Apple to do delivery, the onus is on Apple to assure the care, custody, and control of the items until they are delivered to the correct person (or authorized person) at the billing address. It really doesn’t matter if Uber says it was delivered, unless said company has verified proof you took delivery. Once the charge is posted, you need to dispute it. I would also be prepared to go to small claims court.

 

[ab22]

Apple - Legal - Sales Policies - Canadian Retail Sales

www.apple.com

...As Apple takes care of the dispatch of the products you purchase on the Apple Store, the risk of loss of, or damage to, product(s) shall pass to you when you, or a person designated by you, acquires physical possession of the product(s)…