New Phone Stolen Prior to Delivery
ANeb
Enthusiast - Level 1

Today, UPS delivered the package my new iPhone 14 Pro was supposed to be in, but it had been opened and resealed and the box was empty! Either my husband or I were at home waiting for the delivery all day so one of us could sign for the package, but the UPS guy tossed it on the porch without even knocking. I received a motion notification on my current phone and my husband went to check the door just as the UPS driver was driving away. The package felt empty and I wondered if it was just the box for me to send my current phone back in. Upon opening it I realized the package had already been opened and re-sealed with clear tape on top of the original packing tape. The packing slip was inside the box and I received a notification that my phone had been delivered, but the phone was not there! I immediately filed a claim with UPS and included the doorbell video of the UPS driver dropping off the package and leaving without the required signature. I also included pictures of the box and its contents. Within hours UPS closed my claim saying their investigation was complete and the package had been delivered. What the heck?!?! During this time I had spent a lot of time chatting with Verizon, who eventually said they would get back to me in 7-10 days with their resolution. I am planning to file a police report tomorrow. Has anyone had this happen to them? If so, what did you do and what ended up happening? Thank you!

0 Likes
3 Replies
vzw_customer_support
Customer Service Rep

Oh, no, ANed. We're sorry to hear about this situation. You must have been so excited to get your new phone. We can definitely look into this for you. Send us a Private Note to begin. 

*Brianna

0 Likes
VictimOfTheft
Newbie

Similar situation just happened to us...  We are basically new customers, returning to Verizon after 4 years away...   We ordered 4 new iphone 14 pros on 11-16-23 and UPS dropped off a box on 11-18-23 without getting the required signature. 

It was apparent the box had been tampered with, the original tape was replaced with clear tape.   Upon opening the box, 2 of the 4 phones were missing.   

We immediately called Verizon on 11-18 and we were assured a ticket was open and that we would get a phone call back by the next day.  

However, on 11-20 after no phone calls, we contacted Verizon again and the ticket was escalated but I have a feeling this will drag on for many weeks as others have shared.   After doing a quick search through this forum, it's apparent that this is happening quite frequently!

We also opened a claim with UPS directly and it sounds like they are liable and supposed to be having an investigator call us by the next business day.  The rep indicated that they would work back with Verizon for handling any claims.   Bottom line, we are left uncertain on the path to resolution.  

Just curious if anyone could share their actual story on how it was resolved for similar "stolen during shipping" scenarios?  

0 Likes
vzw_customer_support
Customer Service Rep

We are concerned to learn about the missing devices and would like to take a closer look to your situation. I'll be sending a Private Note, please reply to it, so we can get started.

~Maria

0 Likes