iPhone 15 Pro iPhone never delivered

[joebuzzkill]

Wondering if anyone has personal experience with this. I preordered an iPhone 15 Pro that was supposed to be delivered on Friday. It was scanned into the local UPS distribution center overnight and then -- poof -- was never scanned onto a truck on delivery day.

Friday came and went -- no delivery. On Saturday morning I called Apple to see what they could do, and the rep "guaranteed" (lol) it would be delivered by end of day. It wasn't, so I called yet again, and was told that I need to wait 4 business days for it to be considered missing, and to call back on Tuesday (which is today). The same rep also told me that I "will get my device faster" if I opt to pick up the device from a UPS location, rather than having it delivered to my door. While logic would dictate that if the package is missing, it won't be available for pickup either, but against my better judgment I agreed to change the delivery to pickup, and that has proven to make things even more complicated.

So now, my order status is "Hold for pickup requested," but there is no pickup information available. It doesn't change the fact that the package is very clearly missing or stolen. I called Apple again today and they told me that because I've requested pickup from UPS, I need to wait *another* 4 business days for *that* request to be processed before they will open an investigation -- which now puts me at Friday before Apple will even consider taking action.

So here's my question: Am I just along for the ride on this until it plays out over the next week or two, or is there any recourse? This is really frustrating because I've never had an issue with an Apple product that wasn't made right immediately. If I go to an Apple Store, will I get a better answer? Or am I just being a Karen?

 

[Gsxr750]

Wondering if anyone has personal experience with this. I preordered an iPhone 15 Pro that was supposed to be delivered on Friday. It was scanned into the local UPS distribution center overnight and then -- poof -- was never scanned onto a truck on delivery day.

Friday came and went -- no delivery. On Saturday morning I called Apple to see what they could do, and the rep "guaranteed" (lol) it would be delivered by end of day. It wasn't, so I called yet again, and was told that I need to wait 4 business days for it to be considered missing, and to call back on Tuesday (which is today). The same rep also told me that I "will get my device faster" if I opt to pick up the device from a UPS location, rather than having it delivered to my door. While logic would dictate that if the package is missing, it won't be available for pickup either, but against my better judgment I agreed to change the delivery to pickup, and that has proven to make things even more complicated.

So now, my order status is "Hold for pickup requested," but there is no pickup information available. It doesn't change the fact that the package is very clearly missing or stolen. I called Apple again today and they told me that because I've requested pickup from UPS, I need to wait *another* 4 business days for *that* request to be processed before they will open an investigation -- which now puts me at Friday before Apple will even consider taking action.

So here's my question: Am I just along for the ride on this until it plays out over the next week or two, or is there any recourse? This is really frustrating because I've never had an issue with an Apple product that wasn't made right immediately. If I go to an Apple Store, will I get a better answer? Or am I just being a Karen?

How did you pay for it? Apple Card or the yearly upgrade program?

 

[rwmson]

Have you contacted UPS? It was scanned into their "local UPS distribution center" so you know that they had it at one time. Oh, you're a Karen.

 

[jamezr]

Wondering if anyone has personal experience with this. I preordered an iPhone 15 Pro that was supposed to be delivered on Friday. It was scanned into the local UPS distribution center overnight and then -- poof -- was never scanned onto a truck on delivery day.

Friday came and went -- no delivery. On Saturday morning I called Apple to see what they could do, and the rep "guaranteed" (lol) it would be delivered by end of day. It wasn't, so I called yet again, and was told that I need to wait 4 business days for it to be considered missing, and to call back on Tuesday (which is today). The same rep also told me that I "will get my device faster" if I opt to pick up the device from a UPS location, rather than having it delivered to my door. While logic would dictate that if the package is missing, it won't be available for pickup either, but against my better judgment I agreed to change the delivery to pickup, and that has proven to make things even more complicated.

So now, my order status is "Hold for pickup requested," but there is no pickup information available. It doesn't change the fact that the package is very clearly missing or stolen. I called Apple again today and they told me that because I've requested pickup from UPS, I need to wait *another* 4 business days for *that* request to be processed before they will open an investigation -- which now puts me at Friday before Apple will even consider taking action.

So here's my question: Am I just along for the ride on this until it plays out over the next week or two, or is there any recourse? This is really frustrating because I've never had an issue with an Apple product that wasn't made right immediately. If I go to an Apple Store, will I get a better answer? Or am I just being a Karen?

First off...you are not being a "Karen" for wanting the phone you paid for to be delivered when it was suppose to be delivered. It looks like it is either lost in their system or stolen. Either way you will get a phone but due to things beyond your control...it will take a while for it all to get sorted out.
Sorry this happened to you!

 

[cublime]

My iPhone 15 Pro Max did not arrive on Friday either. It was on the truck and I could follow the truck around but it never came to my street. Originally late Friday, the UPS app updated with a Monday delivery date and then at some point over the weekend that was removed and now it still says "The delivery date will be provided as soon as possible". I chatted with apple support yesterday (Monday) and they said I would receive an email with an update and my iphone will arrive on Wednesday. Still no update received from UPS or apple and the UPS status still shows no delivery date. I did receive an email from apple asking if I received my phone to which I replied that I have not. Apple chat support today has no more information - telling me they see it as "on its way" - which is bizarre given it was on the truck on Friday. I think contacting apple support is probably useless - probably only see the same updated from UPS that I can already see. Which is nothing. Similar thing happened last year with my iPhone 14 Pro - so needless to say I will select store delivery from now on. very frustrating that days later, no one seems to know where the phone is. Apple support says they will investigate and potentially replace if it is lost, but I know from last year that it just means I get into the back of the line with an iPhone delivery weeks from now.

 

[joebuzzkill]

How did you pay for it? Apple Card or the yearly upgrade program?

Decided to take a shot on the upgrade program this time. So this is a new phone under that program, rather than a trade.

Have you contacted UPS? It was scanned into their "local UPS distribution center" so you know that they had it at one time. Oh, you're a Karen.

Yeah, UPS is useless. It still shows as "on the way" in the system, so even when I call, there's nothing else they can tell me. They said the sender (Apple) can file a claim, but Apple has said they won't do that for at least a few more days.

I've owned iPhones since the 3G and have never had a problem with shipping, but yeah ... I will pick up my phones in store from now on.

 

[Gsxr750]

Decided to take a shot on the upgrade program this time. So this is a new phone under that program, rather than a trade.

Yeah, UPS is useless. It still shows as "on the way" in the system, so even when I call, there's nothing else they can tell me. They said the sender (Apple) can file a claim, but Apple has said they won't do that for at least a few more days.

I've owned iPhones since the 3G and have never had a problem with shipping, but yeah ... I will pick up my phones in store from now on.

I’m not sure how that works but if it was a credit card I would call them and tell them what happened and see if I could get the charges reversed. Maybe you can do the same with them? At this point your not being petty.

 

[Caps43]

In the same boat here. Was on the truck, saw the truck outside my house, but never was delivered. Now it's hanging out in the "The delivery date will be provided as soon as possible" since Saturday. UPS wasn't much help, just said to start a claim. I chatted with an apple agent today who said that they are investigating my order and will email me within the next 24-48 hours on next steps. I did the Apple IUP.

 

[qvintus53]

Happend to me a few years ago with Apple Watch 6. Apple started their investigation and a couple of days later, they called me back and have me 2 options. Either wait 14 days for the full investigation to be completed and hopefully the Watch would turn up or they could cancel the order and I would have to place a new order. Unfortunally I would be last in line again, they could not expedite my order, but they would give me a gift card of $80.

It really sucks when you already have waited a long time.

 

[Caps43]

This morning they emailed that they are sending a replacement but won't receive until Nov 17-27. *sigh*. My current phone is fine, just annoying having to deal with this.

 

[joebuzzkill]

In the same boat here. Was on the truck, saw the truck outside my house, but never was delivered. Now it's hanging out in the "The delivery date will be provided as soon as possible" since Saturday. UPS wasn't much help, just said to start a claim. I chatted with an apple agent today who said that they are investigating my order and will email me within the next 24-48 hours on next steps. I did the Apple IUP.

I wish you luck. Apple won't open my investigation until tomorrow. My order got further screwed up when one of the reps convinced me to switch from delivery to pickup at a UPS facility -- so now whenever I call (which is daily), they insist that changing my delivery method is what caused the delay. But in reality, the package was missing for two full days before that switch happened, so I'm still just waiting to pick up a package that doesn't exist.

I'm probably just going to cancel my order as soon as I'm able (which I'm hoping will be tomorrow when they finally acknowledge that something is wrong), and do carrier financing. There are a few Verizon stores around me with a couple models in stock (for now).

 

[ucsdsig13]

I wish you luck. Apple won't open my investigation until tomorrow. My order got further screwed up when one of the reps convinced me to switch from delivery to pickup at a UPS facility -- so now whenever I call (which is daily), they insist that changing my delivery method is what caused the delay. But in reality, the package was missing for two full days before that switch happened, so I'm still just waiting to pick up a package that doesn't exist.

I'm probably just going to cancel my order as soon as I'm able (which I'm hoping will be tomorrow when they finally acknowledge that something is wrong), and do carrier financing. There are a few Verizon stores around me with a couple models in stock (for now).

Your experience is bringing back bad memories. Here are my suggestions based on my experiences from last year.

I would call Apple and ask to speak with a supervisor. The first level reps were pretty much worthless. As soon as a supervisor got involved things changed. They were able to immediately create expedited replacement orders. I gave them the number of my local UPS facility so they could confirm my phones were never delivered.

So even though the 14PM was backordered on the Apple site, my replacement orders were always processed within a few days. Unfortunately this process happened twice as both of my replacement phones disappeared at my local UPS facility. Although I wanted them to switch from UPS delivery to in-store pickup, this wasn't an option as it would require cancelling my original order and there'd be no way for them to create an expedited replacement order.

Once you make contact with a supervisor, they'll likely provide you with a different phone number to call. This was super helpful as you will be connected directly with supervisors and not a normal phone rep. And the supervisors went out of their way to try and make things right. After the first phone went missing, they sent me a HomePod Mini. After the second replacement went missing, they sent me a pair of AirPods Pro 2.

Good luck and hope things get resolved soon. I pre-ordered my 15PM from Best Buy this year and the in-store pickup and trade in process was very smooth.

 

[joebuzzkill]

Update on this for anyone who cares -- probably no one, but honestly, recapping all this insanity is the only way I'm keeping mine right now.

I followed @ucsdsig13's advice and escalated to a supervisor yesterday afternoon. That wasn't the silver bullet I'd hoped but it got things moving. The supervisor told me that she could see more detail on the delivery than I have access to, and assured me that the package was *definitely* being held for me at my local UPS hub for pickup. She said there is some kind of an issue on UPS's end that's not showing me the correct status, but she can see it in her system. So she gave me the address of the location and I drove *45 minutes* to the UPS hub to be told... the phone isn't there. The UPS employee said that it definitely never left the Kentucky warehouse, and while he's "confident" (lol) it will show up, he can't say when. (Interesting tidbit: I told him that my tracking info originally showed an arrival scan at the local hub so it must have been there at some point. He said the arrival scan is just for the shipment it's *supposed* to be on, and doesn't always mean that specific item is where it says. That's why it was scanned in but never scanned out, and then a few days later reverted to "in progress" in Kentucky.)

So anyway, I called Apple back pretty infuriated and they have *finally* opened a shipping investigation. They assure me that once they confirm the package was not delivered (it wasn't) and is not at a pickup center (it isn't) they will send a new device immediately. They also "assured" me that it will ship right away and I won't go at the end of the line, but honestly, I have no confidence in anything they say at this point.

This morning they emailed that they are sending a replacement but won't receive until Nov 17-27. *sigh*. My current phone is fine, just annoying having to deal with this.

For what it's worth, the rep told me that my replacement will show the backordered ship date but will actually go out within one week. Again, I believe nothing that they tell me now, which is really a shame because I've only ever had good customer experiences with Apple up till this point. But maybe there's hope for you getting it quickly.

 

[ucsdsig13]

So anyway, I called Apple back pretty infuriated and they have *finally* opened a shipping investigation. They assure me that once they confirm the package was not delivered (it wasn't) and is not at a pickup center (it isn't) they will send a new device immediately. They also "assured" me that it will ship right away and I won't go at the end of the line, but honestly, I have no confidence in anything they say at this point.

If Apple sends a replacement device, the process is definitely expedited. Both of my replacements entered the shipping process within 48 hours. I'm surprised they didn't offer you a "goodwill" gift.