There is no confusion. The original poster received a text from Apple stating that his parcel had been delivered, so he opened his door, but there was nothing there, according to him. He then went down to the lobby and did not see any parcel. Someone had collected the parcel, and as the driver had not entered the building, someone had accosted the driver outside the building, (as in that video) collected the parcel. Someone most likely knew that the OP was about to receive a parcel from Apple.
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Apple courier (UberEats) stole 2 MacBooks I ordered. Apple will not help.
- Thread starter Six0Four
- Start date
- Sort by reaction score
Ya obviously criminals do and can steal products like they did in that video from Irvine, CA but I feel like that was a normal UPS delivery that would have taken days and some serious skill. It said in the video the criminal used a fake ID. I have a hard time believing that I made an order, someone hacked my or Apples system and printed off a fake ID all within 2 hours and came to pick it up on my front street. In my mind it is much more likely an Uber driver thought he hit the mother load and just stole the items.
Last edited:
All that is possible, but what does it have to do with a sealed or unsealed package? That’s where I was confused.
The package was likely stolen either by the Uber driver, or the Uber driver gave it to someone he wasn’t supposed to. Either way, the responsibility should fall under Apple or Uber to reimburse the customer.
I think the whole point of the post is to warn potential buyers about Apple’s delivery process. I think it’s good and this needs to be spread on social media so people are aware of this. Most people that ordered this super fast delivery probably don’t think there is an increased risk. There is no warning when you place the order.
What the OP should do is find a local news station that does those “on your side” episodes. There is quite a few news stations that do this and Apple is always a good topic for publicity. They will contact Apple and ask for an official explanation. Most of the time once it gets publicity companies all of a sudden decide it’s in their best interest to do the right thing.
All those involved, Apple, Uber and the bank/VISA are on a loss here because of that simple line in Apple's terms and conditions of sale/delivery which someone was kindly enough to quote again and that line is that any loss/damage to the product is the liability of the customer when they take physical possession of the product. The OP can prove that physical possession did not take place (CCTV footage) therefore that part of Apple's terms and conditions is null and void meaning the responsibility of loss/damaged now refers back to the merchant (Apple).
All the OP has to do is go back to Apple and state that they are to either send replacement macbooks or to honour the chargeback because physical possession never took place therefore making the terms of sale/delivery null and void and as a result under consumer law Apple now has a legal responsibility to put the issue right and if they do not the OP can sue Apple for breach of sales contract and consumer law. If Apple still refuse to send replacement macbooks or tell VISA to deny the chargeback, all the OP has to do is inform their bank of that line in Apple's terms and conditions and tell them that Apple is in breach of it because of the evidence of no physical possession of taking place. If the bank/VISA were to still go ahead with denying the chargeback them it would prove that the bank/VISA are in collusion with Apple.
If the OP did not have the CCTV footage then it would be a much different story but with having the CCTV footage there is no way Apple is going to win. The OP is holding all the cards here.
All the OP has to do is go back to Apple and state that they are to either send replacement macbooks or to honour the chargeback because physical possession never took place therefore making the terms of sale/delivery null and void and as a result under consumer law Apple now has a legal responsibility to put the issue right and if they do not the OP can sue Apple for breach of sales contract and consumer law. If Apple still refuse to send replacement macbooks or tell VISA to deny the chargeback, all the OP has to do is inform their bank of that line in Apple's terms and conditions and tell them that Apple is in breach of it because of the evidence of no physical possession of taking place. If the bank/VISA were to still go ahead with denying the chargeback them it would prove that the bank/VISA are in collusion with Apple.
If the OP did not have the CCTV footage then it would be a much different story but with having the CCTV footage there is no way Apple is going to win. The OP is holding all the cards here.
Sorry to read of your ordeal. I know this feeling very well when you get a notification that a package was delivered only to find that it's nowhere on my property. Check security cameras and no evidence of delivery. Then I double-checked with neighbours on either side of my house to make sure it wasn't delivered to the wrong address. Sometimes I would find my package on the driveway of my neighbour's place. Fortunately, most of the packages that were never found were Amazon orders, so they immediately fully refunded my order.
But I can't even imagine loosing 2x Apple Macbooks! I'm first-time Macbook user and only had my laptop for 2 weeks, so I can't even imagine losing it on delivery.
But Uber Eats for deliveries other than food can be a hit or miss, I avoid it where possible as 50% of the time, I end up getting a call from their drivers trying to find my place or wanting me to meet them outside my premises as they don't want to walk those extra steps to my door!
Unfortunately, you had no choice as to which delivery service Apple used. Though I recently got an email from Apple Australia saying you can get last minute Xmas orders delivered with their special 2hr delivery window - obviously, that means Uber Eats even if they don't specifically mention it as no other method in Australia for such short delivery windows.
I hope you get a resolution to your ordeal. Drum up online social media/local news/current affairs attention for this - force Apple/Uber Eats to take responsibility.
Been following this thread. Sorry OP you got to go through this. Was hoping you would get a resolution.
Through my work experience all these manufacturers and the courier services they use have an assigned rep. If you already know the Apple email system if it’s example firstname.lastname@apple or whatever would pluck some names from LinkedIn for people that say they work as a logistics manager at Apple and send each one individually an email with the disastrous service that has transpired. A lot of these couriers have to maintain certain quality or they can get dropped. Hopefully one will want to step in and help. Worth a try.
My day time job is for a multi billion dollar company and we dropped a courier because they kept screwing up overnight orders.
Through my work experience all these manufacturers and the courier services they use have an assigned rep. If you already know the Apple email system if it’s example firstname.lastname@apple or whatever would pluck some names from LinkedIn for people that say they work as a logistics manager at Apple and send each one individually an email with the disastrous service that has transpired. A lot of these couriers have to maintain certain quality or they can get dropped. Hopefully one will want to step in and help. Worth a try.
My day time job is for a multi billion dollar company and we dropped a courier because they kept screwing up overnight orders.
Hey thanks a lot. It’s a lot of money for me to lose so it’s been pretty stressful. Apple, the Police, the bank and now Visa is involved. To be honest right when it happened I was pretty blown away but I figured Apple would for sure straighten it out. Called them instantly and they told me they will investigate. Figured it would take a few days at least. The next day I got this email and my heart sank. A human didn’t even reach out to me. Just a computer generated stock message. I’ve had to chase them down every step of the way and the only reason why I reached someone is 1) emailed Tim Cook and 2) sneakily got given a direct line to Apple managers from someone.
Emailing Tim Cook did the trick and got someone from the relations team to call me back. Unfortunately they were one of the coldest customer service reps Ive ever spoke to. And once she said case closed nobody at Apple would no longer give me any info because on my file it said that relations lady was in charge and they can’t do anything. As soon as she denied me the tone with all the Apple reps changed when I talked to them. They had to have put a flag on my file.
Last edited:
To be fair, this is one of those corporate problems. I’m the nice lady err man that genuinely tries to help customers, and have mistakenly made claims I couldn’t unfortunately follow through. In other words, it’s an often lose-lose situation “provide the best customer service but also firmly protect the company’s bottom line/well being.”
Yeah… I’ve had these variations with probably every courier. Thankfully, the UPS driver followed protocol and brought it to my (apartment unit) door and had me sign when delivering my M4 Mac mini.
As for #3… This can be training (i.e., if you’re trained by someone that follows policy or doesn’t), the (delivery) person’s current attitude, and/or inconsistent policy enforcement. Basically, again, too big for their britches, executive disconnect, corporate chaos/BS.
As for the overall situation...
I would absolutely be upset in the same situation, and @Six0Four seems to have taken sensible steps. Regarding the discussed next actions… Well… Bringing awareness (e.g., getting a news outlet to publish the story) is fair. Ensure you’ve done all you can on your part on the chargeback process… Of course. The suggestion/consideration of no longer purchasing Apple products? Eh… Maybe... I agree Apple has handled the situation poorly, taking away assurance (i.e., value). In fact, I’ve semi-recently vowed to no longer buy from a specific company because they still charge a premium price but that cost was attributed a lot to personalized and upstanding customer service, which the company now apparently lacks in all facets. Nonetheless, looking from the outside, I’d decide if it’s reasonable to take this as a hard lesson — hopefully with a silver lining — and do your best to avoid this blemish (i.e., same day delivery option). Though, again, I can’t say with certainty what I’d do.
Best of luck and I hope things are smoother going forward.
P.S. Disappointingly, many purchase decisions realistically involve “picking the lesser of the evils.” Apple is not my friend, the greatest thing ever, etc. In my experience, they just offer the better integration and other features/tools (e.g., accessibility experience) versus the competing choices.
It says it needed a signature yes.
When talking to Apple they told me they cannot disclose how they came to the conclusion that they were delivered. Just that the investigation is closed.
The high up lady at Uber I spoke to says she thinks Apple didn’t actually speak to anyone at Uber. They’re just assuming that it says delivered so it must be true.
@Six0Four
Thank you for posting this, really!
Together with my own failing experience of Apple customer service, and the time issues takes to be resolved by their normal service, they are NOT on the top of the list regarding good customer service.
They are a too big company to deal with for people in general.
I recall when I bought my Studio and the Studio Display.
The Mac Studio arrived without problem, and was handed over and I signed the delivery.
The Studio Display didn't, but they said it was delivered, and I had signed nothing and recieved nothing.
So I was sitting and talking, waiting, talking with yet another 'normal' customer-person at Apple, who knew absolutely nothing, and could't do anything at all.
I got angrier and angrier, I hanged up and called up again, and then I demanded 'to talk with yout boss' whomever took the call.
Finally I got to someone high enough up in 'army-chain' and she didn't even put me on hold, but asked me to hold the line on my side, until the ASD arrived.
I could even hear her talking with people in the background, and during the time I had her on the line, the Studio Display arrived. Happy ending!
But I was thinking where would I buy another ASD if I would do that today?
My experience with the 1st ASD turned out good, but a trade in of my iPad mini 5 turned out in yet another bad experince, so I didn't go through with it.
Apple are a way too big company today for general good customerservice, unless you come really high up enough in their foodchain.
And their titles, is Apple an army today? And Ive and all those who left after Timmy took over etc etc.
Nah, sometimes it feels a lot better to deal with real persons over a disk, that you can see and talk with directly.
We have no Apple Store here where I live, so I rather pick a company that offer and have a better service then Apple have today for my purchases in the future, instead of Apple's online shop and trade-in's.
Thank you for posting this, really!
Together with my own failing experience of Apple customer service, and the time issues takes to be resolved by their normal service, they are NOT on the top of the list regarding good customer service.
They are a too big company to deal with for people in general.
I recall when I bought my Studio and the Studio Display.
The Mac Studio arrived without problem, and was handed over and I signed the delivery.
The Studio Display didn't, but they said it was delivered, and I had signed nothing and recieved nothing.
So I was sitting and talking, waiting, talking with yet another 'normal' customer-person at Apple, who knew absolutely nothing, and could't do anything at all.
I got angrier and angrier, I hanged up and called up again, and then I demanded 'to talk with yout boss' whomever took the call.
Finally I got to someone high enough up in 'army-chain' and she didn't even put me on hold, but asked me to hold the line on my side, until the ASD arrived.
I could even hear her talking with people in the background, and during the time I had her on the line, the Studio Display arrived. Happy ending!
But I was thinking where would I buy another ASD if I would do that today?
My experience with the 1st ASD turned out good, but a trade in of my iPad mini 5 turned out in yet another bad experince, so I didn't go through with it.
Apple are a way too big company today for general good customerservice, unless you come really high up enough in their foodchain.
And their titles, is Apple an army today? And Ive and all those who left after Timmy took over etc etc.
Nah, sometimes it feels a lot better to deal with real persons over a disk, that you can see and talk with directly.
We have no Apple Store here where I live, so I rather pick a company that offer and have a better service then Apple have today for my purchases in the future, instead of Apple's online shop and trade-in's.
A courier, a rather posh term for a postman, is only obliged to hand over the parcel and is not required to wait for the recipient to check the contents. There was such an option in the past, but it has been discontinued for quite some time.
"Likely" is a rather precarious term. One shouldn't make accusations against any person simply because one has some prejudice against them, such as Uber drivers.
Not really. There is a notice when you place an order, almost immediately. It is an automatic system action, whatever the seller. Social media is filled with unknown individuals, so it is not particularly trustworthy. Much of "the information" there is unchecked and unverifiable.
Well, he is trying, at least here. There is a lot of sympathy for him and a great deal of anger directed at Apple, perhaps because it is a wealthy company and the only one of its kind that is so innovative in the world. For a small-town radio or media outlet, this could be news, but not for established media. Furthermore, the media often won't publish anything that could backfire on them, as it could result in significant financial losses.
The best solution is always to involve the police. They have the resources and capabilities to handle such matters. If the police refuse to take action, the chances of resolution are practically nil. If a crime has been committed—such as stealing property—who would the police look for first?
Oh certainly. I don’t believe that the driver was the victim of a scam in your scenario at all.
I was merely answering the question I quoted in a manner of “it doesn’t matter what happened to parcel. Delivery wasn’t completed”
But this should be Apple’s problem, not ours. We give Apple money, they ensure we receive nice things.
Problem is, Apple makes it our problem because they refuse to investigate their courier properly when things go wrong.
True, but since he didn’t get a package at all, this is not really helpful in this situation.
No, it has nothing to do with prejudice. He didn’t receive the package. It’s unlikely Apple is lying about sending the package. It’s possible the OP is lying about not receiving the package or even ordering something at all, but it doesn’t make sense to take that into account with this discussion. I’m going with the information that is presented in the post. From all the information in this post, the most likely thing that happened is either the Uber driver stole the package, gave it someone else or dropped it off at the wrong location. I can’t see a reasonable alternative to those scenarios especially since there is a claim of delivery.
Social media may be filled with not particularly trustworthy or unverifiable information but companies respond to social media just like they respond to any publicity.
No, it would not result in any financial loss if the news media just reported on what he was saying. Of course, they would verify that he had a receipt for an order. I’ve seen media reports of this exact thing where couriers have stolen Apple products.
I’m guessing you don’t live in the USA. Police in the USA don’t bother with larceny from an individual. Most of the time you have to go down to the station to make a report. Some departments will come out just to appease the person calling, but they don’t actually do anything. They type up a report and it’s closed. Someone higher up in the department reviews these reports so if they see a whole bunch of the same type of crime, then they will investigate it as possible gang activity. For example, if there’s a whole bunch of Uber drivers stealing Apple products, then it will get their attention. The only thing the police can do for him is take a report and hopefully that’s enough for either Uber or Apple to do the right thing and give him his money back.
Even in this scenario, the courier should take responsibility because they physically gave it to the criminals. It is not the person buying the product that should be held responsible because they are not involved in this. It is not Apple that should be responsible because they did their part and gave it to the courier. Would someone buys a product, responsibility should not fall on the customer until the item is physically in their hands.
The courier is responsible to Apple as they have a contract with Apple and didn't uphold their end. Apple is responsible to the buyer as they have a contract with the buyer and didn't uphold their end.
For all intents and purposes of this discussion, it is Apple's responsibility, not UberEats' because the OP has nothing to do with UberEats, that's Apple's mess.
He has involved the police!!!! Which you know!!!! What is your deal with this guy?
Alright, I haven't lived in the US, but I have lived in Canada for some time.
So it is impossible to believe that the police don't really care about a couple of stolen laptops? I live in the middle of flyover country, so here the police have the time to care. But I can use my imagination to remember that not everywhere is like where I live.Alright, I haven't lived in the US, but I have lived in Canada for some time.
As far as Apple, the bank, and the credit card issuer are concerned, nothing has been stolen. That's what I gathered from the screenshots posted by OP. Most likely, the police think the same. You can indeed speak to Canadian police officers.
Then this makes sense. You missed the part where the police pretty much don't care when he reported it. They took the video and said that it shows nothing--which is what the OP has been saying.
So he did exactly what you describe already. Problem solved!
Does the police always disclose what they are going to do? Who do they suspect, that is, if they suspect someone?