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My Apple return parcel lost at UPS - Please advise

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  • Jan 6th, 2021 5:32 pm
[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg

My Apple return parcel lost at UPS - Please advise

Hi guys,
I got in trouble with UPS and need help, advice.

5 days ago i dropped of my parcel (Apple return) with pre-paid shipping label at local UPS store.
Until now the status is "Label Created" which means that I did not drop it off, but I did and I have the drop off receipt.
1. I went to that UPS store and talked to the manager, he told me that they gave out all the parcels to the UPS driver and they have nothing left on the shelve.
2. I called many times to UPS and I cannot open a claim of lost item because UPS has not received the parcel (Status is just Label created) and they advised to speak with Apple.
3. I called Apple customer service and they, I beleive, opened Shipping Inverstigation claim but I was said that it will take a long time and she was not sure what will i get finally.
I am stuck now. My expensive parcel is somewhere, UPS store gave to UPS driver but UPS has not received it. Apple open a claim but nobody knows how long will take for them to figure out and provide me with refund.

Does anybody here had similar experience? What was the solution?

I am thinking if should I go to police station and claim there, maybe something shady is going at UPS store and my parcel was stolen there?

Thanks.
40 replies
Deal Addict
User avatar
May 31, 2003
3047 posts
273 upvotes
Toronto, ON
Strange you got a receipt and it's still showing only label created. Usually when a receipt is given, it means it's been scanned, and will show something like ' received at UPS store' or something along those lines.

While just a guess, i'd say if there was any foul play, it was by the store. Could be intentional or not, but I hope you get this resolved.
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[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg
Oh, good catch. When i dropped of my parcel i was told that they give no receipts and I thought Ok as previously I had no issues with such drop offs. Then i went back on 3rd day after drop off and spoke to the UPS store manager, he said that they shipped everything they had and I asked him to give me a receipt or something to show Apple that I've been there and dropped of my parcel. There was a long conversation. Finally, he printed out and gave it to me. He assumed that UPS driver missed scan my parcel or stole it (but there is no proof if that).
Deal Addict
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Dec 11, 2003
2358 posts
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Toronto
Whenever you ship something they will always give you a receipt. If it's paid for by the company then most, if not all, of the time the receipt would have the shipping number. Since it's a return item then I assume Apple would have paid for this (the shipping number).

Wouldn't the UPS office have security footage of this? If yes, then maybe they can review the footage. This would also require cooperation from the UPS store.

From your story, it sounds like something fishy may have happened. One thing that pops in my head is the person who took your parcel knew it was going to Apple and could have just lied to you about a receipt. Then did something with the package. Of course, this is just 1 thing that might have happened. Maybe your box fell behind something.
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[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg
You are right. This is possible version of what happened. That lady who took parcel from my hands - she works on Saturdays only, so I was not able to find here last days. By the way, there was nothing on shipping label says "Apple". It was just address. Nothing said Apple or Apple product. Thinking to go to police tonight...
Sr. Member
Jan 17, 2009
736 posts
372 upvotes
Toronto
This exact thing happened to me, UPS tracking just kept saying label created, but eventually apple received the package and I got my refund
Newbie
May 20, 2020
22 posts
82 upvotes
Hauntednsk wrote: You are right. This is possible version of what happened. That lady who took parcel from my hands - she works on Saturdays only, so I was not able to find here last days. By the way, there was nothing on shipping label says "Apple". It was just address. Nothing said Apple or Apple product. Thinking to go to police tonight...
Apple uses the same boxes for everything and ship a ton of stuff, so while the label doesn't say Apple, the box screams Apple product.
[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg
xerane wrote: This exact thing happened to me, UPS tracking just kept saying label created, but eventually apple received the package and I got my refund
seriously? wow. How long time was from you dropped off and Apple received? Was tracking records updated finally or Label Created was only one record all the way?
Last edited by Hauntednsk on Dec 10th, 2020 4:14 pm, edited 1 time in total.
[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg
F16Falcon wrote: Apple uses the same boxes for everything and ship a ton of stuff, so while the label doesn't say Apple, the box screams Apple product.
That was my return and I sent item packed in Canada Post plastic bag with UPS pre-paid shipping label. There was no signs outside saying that Apple product inside.
Member
Nov 5, 2018
347 posts
289 upvotes
I had a similar problem once - I dropped a return at Staples (Fedex location) and didn't grab a receipt from them. A week later it still hasn't started tracking and the seller is blaming me. I went back to Staples and inquired and my outbound package had been tossed into the pile of inbound packages waiting for customer pickup. The guy at the counter scanned it into the system, issued a receipt and put it in the right spot.
[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg
Catenary wrote: I had a similar problem once - I dropped a return at Staples (Fedex location) and didn't grab a receipt from them. A week later it still hasn't started tracking and the seller is blaming me. I went back to Staples and inquired and my outbound package had been tossed into the pile of inbound packages waiting for customer pickup. The guy at the counter scanned it into the system, issued a receipt and put it in the right spot.
I went to that UPS store last night, they checked their shelves and found thing, saying that they shipped everything that day.
Deal Addict
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Aug 18, 2008
3024 posts
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Ottawa
They don't always give a receipt when you drop it off (depends on UPS store)

But definitely ask them to scan in the parcel. If they don't / can't (Ottawa downtown location can't for some reason), I recommend going to a different location instead.
Insurance doesn't kick in until it shows they have possession of the parcel.
Sr. Member
Jan 17, 2009
736 posts
372 upvotes
Toronto
Hauntednsk wrote: seriously? wow. How long time was from you dropped off and Apple received? Was tracking records updated finally or Label Created was only one record all the way?
pretty sure I dropped it off on the 13th and apple refunded me on the 23rd.

I dont remember exactly, I was checking it everyday because I was scared like you but I guess i eventually forgot until I got the refund email.

funnily enough it was also an apple watch
[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg
xerane wrote: pretty sure I dropped it off on the 13th and apple refunded me on the 23rd.

I dont remember exactly, I was checking it everyday because I was scared like you but I guess i eventually forgot until I got the refund email.

funnily enough it was also an apple watch
I am calling Apple\UPS every day but nothing happens resultative so far. 10 days would be Ok, i just don't wait for months or even get rejected by Apple, saying that i did not drop it off. But again, I got a piece of paper where UPS store contacts shown and written: Drop off receipt, tracking number shown as well, time and date of drop off.
Banned
User avatar
Nov 3, 2020
112 posts
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the fact that UPS doesn't systematically always give a receipt is awful

Ages ago, I had to return a laptop to Lenovo via UPS.
UPS dude was like "yeah just leave it on the counter"
yeah sure okay...
Veteran RFD
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Jun 13, 2010
3216 posts
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GTA
I had to return a hard drive to HP via UPS. HP contacted me saying that they didn't receive it and would be charging me $100 for it. I called them and gave them the tracking number and the next day they told me I wouldn't be charged since the tracking showed that I drop it off at UPS. So UPS lost it somewhere. I got lucky that the tracking showed the item was scanned at the store. Always get a receipt for proof even if the CSR says you don't need one!
Newbie
Mar 3, 2018
36 posts
29 upvotes
San Francisco, Calif…
Hauntednsk wrote: You are right. This is possible version of what happened. That lady who took parcel from my hands - she works on Saturdays only, so I was not able to find here last days. By the way, there was nothing on shipping label says "Apple". It was just address. Nothing said Apple or Apple product. Thinking to go to police tonight...
Not hard to discern BTW, the receiver / sender is always "AI" in Vaughan, Ontario. If you've handled more than one Apple package (like most UPS workers would have) you'd know that it's Apple.
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Deal Guru
Aug 26, 2002
13850 posts
5420 upvotes
Toronto, ON
I'm now finding some Canada Post outlets are accepting packages without scanning them, and telling me "put it in that pile and it will get scanned before it gets picked up". But what's preventing someone from taking something from that pile when the CP worker is not looking. I do all my Amazon returns using Canada Post and for low cost items it's not really a concern but I have returned a laptop recently and I was hesitate to just leave it in the pile. Luckily, the item made it back to Amazon but I always try to wait to let the worker scan the item into the system and take the receipt. It's the only proof you'll have if the package gets lost.
[OP]
Jr. Member
Nov 24, 2020
102 posts
168 upvotes
Wpg
Guys, do you think would it help if I go to police and explain the situation, say that something shady is going at the UPS store?
Deal Guru
Aug 26, 2002
13850 posts
5420 upvotes
Toronto, ON
Hauntednsk wrote: Guys, do you think would it help if I go to police and explain the situation, say that something shady is going at the UPS store?
I'm not a lawyer nor in law enforcement but wouldn't the police need probable cause and a warrant to enter a private business?

What you could do is to contact UPS head office and explain the situation and have them do an internal investigation and see if it can find anything.

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