Apple Watch Sport arrived... but only the box

Discussion in 'Apple Watch' started by na1577, Feb 12, 2016.

  1. na1577 macrumors 6502a

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    Jan 20, 2008
    #1
    I decided to finally take the plunge and pick up an Apple Watch Sport thanks to the $100 off sale that Target was offering this week. It was originally scheduled to be delivered next Tuesday, the 16th, before being bumped forward to Saturday and then one more time to today.

    I heard the UPS truck pull up and excitedly ran to pick it up at the door and... the shipping box was opened. I look inside and I see the shrinkwrap has been taken off and my brand new Apple Watch Sport and charging dock have been stolen. I've already gotten in touch with Target and UPS about the incident and they are now investigating, but sadly I won't be able to receive a replacement until after the original arrival date on the 16th. Needless to say I am VERY disappointed :( I guess I should just stick to buying in store directly from Apple.
     
  2. dictoresno macrumors 601

    dictoresno

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    #2
    wow that really sucks. good thing is UPS or Target should cover it.
     
  3. na1577 thread starter macrumors 6502a

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    #3
    I'm not really sure how they plan to handle it. Target simply told me they couldn't process a replacement at this time and made it sound like UPS would be reimbursing me. I kind of hope that's not the case, because by the time a refund is processed the sale will be over :/

    I'm having no luck with smartwatches. I'm currently in the midst of a two week long customer service disaster with Motorola over my Moto 360 as well.
     
  4. nicho macrumors 68000

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    Feb 15, 2008
    #4
    Buy a new one, and return that one if they do replace the first one?
     
  5. JoeG4 macrumors 68030

    JoeG4

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    #5
    I feel like I'd tell my bank and try to get them to reverse the transaction. X_X

    Sorry to hear that happened!
     
  6. livelongdienvr macrumors member

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    May 13, 2013
    #6
    I feel your pain. A friend this week gave me an iPhone 5S to help me out. He had it shipped to me. When it arrived the box was ripped out and phone was swapped out for an old security camera :(
     
  7. Peter K. macrumors 6502a

    Peter K.

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  8. areyes163 macrumors 6502

    areyes163

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    #8
    Sorry for you luck. That sucks. I used to love to shop online but between having to wait and the hassle of returns and the chance something might be stolen I have grown fond of going to the store.
     
  9. livelongdienvr macrumors member

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    #9
    They do! It's a terrible thing. You never know when somebody might decide to take your gift or special treat for themselves.
     
  10. Mac2me, Feb 14, 2016
    Last edited: Feb 14, 2016

    Mac2me macrumors 6502a

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    #10
    Wow, nothing like waiting anxiously for something and getting that. Sorry you have to go through this. With you going to retrieve it as soon as delivered kind of hard to understand that UPS would have loaded an open box on their truck but guess it could have happened anywhere along the line...driver, loading dock, ?...don't think UPS would have accepted it for shipping from Target if clearly open.

    I see news reports rather frequently on local TV about home security cameras catching thefts after delivery which is why I always try to follow tracking on package deliveries and be home for them. Luckily I can arrange my schedule to do so or change delivery dates. I watch for the delivery guy with our camera set up. In your case however, what more could you do. I am surprised given the Dollar amount in involved however the driver didn't have to get a signature...that seems rather strange. In which case if you saw the box open before signing for it you wouldn't have.

    I'd talk to a manager in Target's Customer Service about ensuring that you get the sales price. Sure Target isn't at all happy to hear about this. Hope you don't have long to wait for a replacement. Can you arrange to pick up at a Target store to avoid any further complications?

    So on a more positive note, which sport watch did you go with and with what band?
     
  11. na1577 thread starter macrumors 6502a

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    #11
    Wow that's crazy, everything you're saying here is exactly what went through my head! I think it would've been very strange for UPS to accept a package that had been clearly opened–and make no mistake, it was VERY obvious. No attempt was made to reseal it. The flaps on the packing box were folded into each other to close it, but it was not re-taped. This is the second package I've received from Target.com that arrived like this, but I didn't file a complaint with customer service for that first order because the item fine. And unlike the Apple Watch, I was not home at the time of delivery so it could've been opened by someone who saw the box on the doorstep.

    The frustrating thing here is that in this instance, I could have watched the delivery as it unfolded. I was in my bedroom on the second floor when I heard the truck pull up. I peeked out the window to see if it was UPS and then went downstairs. If the theft occurred right as it was delivered, I would have seen it being stolen and I could've filmed it on my iPhone. Instead I waited patiently downstairs at the door. Something that was really strange was that from the time UPS arrived, it took them about 3-5 minutes before they actually dropped off the package. I received another package at the same time (from Amazon, which arrived intact), so I figured they were just looking through the truck to find both packages.

    I agree that it's very weird that no signature was required. This seems to be a Target.com policy, as I've never had to sign for anything from them regardless of cost. I'm going to call Target again next week to arrange the replacement, and I plan to ask for a store pickup. The icing on the cake in this whole situation is that I originally planned to do a store pickup. It wasn't available at the nearest store so I placed the online order instead. Right after the order was placed, I noticed it was available at a different store in the area, but Target wouldn't let me change or cancel the order.

    I'm leaning toward UPS being the culprit in this situation, but I have no idea how they would have known that this particular package contained a high value item. Between the two calls I made, UPS's customer service was infinitely more helpful than Target's. Target seemed to kind of blow it off because it was an Apple product, and they even said on the phone that they get stolen frequently. The CS rep sounded very accusing, as if I was trying to scam them out of $249 by claiming it was stolen when it was actually delivered (because the package was marked as delivered, nevermind the fact that the delivered package was opened and contained an empty Apple Watch box :rolleyes:)

    To answer your question, I ordered the 38mm Apple Watch Sport in Space Grey with the black Sport band. I want to eventually get a Space Black milanese loop if that ever comes out. :apple:
     
  12. kdarling, Feb 15, 2016
    Last edited: Feb 15, 2016

    kdarling macrumors demi-god

    kdarling

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    #12
    Delivery services are going downhill, especially with so many older honest workers retiring.

    In the past year I've had new UPS drivers who claim to have delivered small items never to be found, and had a smartwatch stolen from a package sent totally via the US Post Office... something I've never had happen before.

    I've also had Post Office delivery workers scan items as delivered (I get the notice on my phone) but the item doesn't actually arrive until the next day. When I questioned a postal worker about this, he admitted it was commonly done so that they wouldn't get dinged for not delivering on time, even if they had only accidentally forgotten to do do.
     
  13. na1577 thread starter macrumors 6502a

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    Jan 20, 2008
    #13
    When my 6s was delivered by Fedex, it was left at the door even though it was supposed to be signed for. I've done most of my shopping online for many years now and I cannot recall a single issue. The worst I'd dealt with in the past was simply late deliveries. I never had packages arrive opened, or signed for by the delivery person, or just straight up stolen. I've now experienced all three of these within the past six months.
     
  14. herious89 macrumors member

    herious89

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    Irvine
    #14
    best of luck with UPS, I once lost a package ordered from BestBuy and it took me 3 months+ to claim the reimbursement...
     
  15. AronDraws macrumors regular

    AronDraws

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    Oct 6, 2014
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    Burbank, CA
    #15
    oh no! that sucks!! When Best Buy did the $100 off sale, I thought about having it shipped but I don't really trust stuff getting shipped anymore (unless it's to my work), so I had to take a metro bus trip over to the store to buy it.

    I sure hope they can fix this issue quickly for you!
     
  16. IphoneIssues macrumors 65816

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    Dec 30, 2010
    #16
    I found out it's pretty common knowledge among these delivery service sorting facility guys that certain items are inside certain boxes, by looking at the size of the box...I'm no longer comfortable ordering certain expensive items for delivery...
     
  17. AronDraws macrumors regular

    AronDraws

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    #17
    Ah that makes sense now that I think of it-- when everyone here starts getting the new iPhones, they all seem to come in the same size of box.

    Its a shame something can't be done to ensure the ones mailed aren't usable until the recipient acknowledges getting it safe and sound.
     
  18. lordofthereef, Feb 16, 2016
    Last edited: Feb 16, 2016

    lordofthereef macrumors G4

    lordofthereef

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    #18
    I wouldn't lose faith in all online orders (though, of course, supporting your local store is the better option if you don't want to see it closing up shop in favor of cheaper online options). Sucks this happened, but I imagine it will get sorted.

    As an aside, when I bought the WindWaker edition of a Wii U (from target, no less!) I took it home and it didn't have a gamepad in it (there is no seal on wii u consoles). I can only assume it was returned and never checked by the sales person (I have returned consoles without them checking at all...) and the person who bought it simply wanted the limited edition controller out of the box.

    I immediately came back in and they were willing to help me, but I also shop at that target a lot and the clerks don't necessarily know me but certainly recognize me as a frequent shopper. I could have easily just gone home, removed the pad myself, and brought it back. They ended up pulling the pad out of another one and just giving me that and (I believe) shipping the box they opened in front of me back to Nintendo as missing parts.
     
  19. na1577 thread starter macrumors 6502a

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    #19
    So I checked in again with Target today. Last week I was told that a replacement could not be made until the original delivery date passed. Today I'm being told that they cannot do anything (refund or replacement) until UPS is done investigating. This is a headache. They also finally charged my card for the item today, so I'm out $249 and have no Apple Watch until UPS comes up with a resolution. With the original call, UPS was far more concerned about the condition of my shipment. Target seems pretty bent on not making any effort to provide great guest service.
     
  20. Peter K. macrumors 6502a

    Peter K.

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  21. lordofthereef macrumors G4

    lordofthereef

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    #21
    This is a good idea, and I imagine it is something Apple COULD implement should they care to. I just don't know how much more confusion it would cause people who legitimately bought something and are then required to enter some sort of code in order to "unlock" the device. I imagine it could be as simply as tying a 16 digit (or something) randomized passcode to the serial number that needs to be entered on first boot. The passcode could be emailed (or printed on your original receipt, but not packing slip, obviously) and entered from there.

    Again, this would be a rather huge task because Apple would have to change how all of their vendors sell their product.
     
  22. AronDraws macrumors regular

    AronDraws

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    #22
    Sounds silly, but have you tried tweeting your issue to them? Whenever I have an issue with something and it's not getting taken care of by the usual avenues of customer service, voicing my complaint on twitter has stepped up the urgency-- and I would think a stolen watch with a $249 charge to your card would be enough to get them to take notice. Ive found a few places have a separate customer support team who handles issues specifically via twitter. When a complaint is voiced in a public setting like Twitter, they often get right back to me.
     
  23. na1577 thread starter macrumors 6502a

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    Jan 20, 2008
    #23
    I have heard of this! I don't currently have a Twitter though. I don't know how much effort they would make if I sent them a Tweet from a new account given that it wouldn't really have an audience.

    At this point I'm just going to wait a few days to see what UPS says. If they are unable to resolve it, I'm raising hell with both of them because I already had my watch stolen, I don't need $249 stolen from me as well.
     
  24. sean000 macrumors 6502a

    sean000

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    Location:
    Bellingham, WA
    #24
    I can see this being effective. I'm an IT support manager at a university and many of our Deans and executives (including the university president) have notifications enabled for mentions of our university on Twitter. On multiple occasions I have had the President, CIO or our department head email me a copy of a Tweet related to IT services with a message like "Please respond" or "Fix this"

    I would definitely consider this approach if it seems like you're headed for a dead-end, but as a customer service manager I can also tell you that you usually get the best results by being calm, polite (even friendly), rational, and firm. Two of the best questions to ask are, "What is the next step to getting this resolved?" and "What would you do in this situation?" Not all customer service people are created equal, and sometimes just asking the person who should be helping you to consider what they would do in your shoes will encourage them to be just empathetic enough that they will take the extra step of asking someone who might be able to make something happen. You can always ask to speak to a manager, but that doesn't always mean what you think it means. You want to speak to the right person who can help with your particular problem. Depending on what that problem is, the manager might be the last person you want to talk with :p More likely you just want the person you are talking with to consult with a more experienced coworker.

    The worst is being trapped between two different companies pointing the finger. I will say this about UPS though: I have only filed one claim and they handled it just fine even if it took a few weeks for them to reimburse the shipper. They did ask me to submit some photos and information, but after that it was just a matter of time. They had me work directly with a manager at the place where the package was shipped. That was interesting, as I would have thought I'd be speaking with someone at Corporate. He was easy to reach, responsive, and helpful. Once the shipper was reimbursed, the shipper credited my card for the full amount.

    Sean
     
  25. IphoneIssues macrumors 65816

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    Dec 30, 2010
    #25
    The guy who told me was seriously like, "Everybody recognizes the boxes and the senders, so it just comes down to people stealing them if they want to."
     

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