Brown Paper Delivered Instead of iPhone 16 Pro Max

samcathe

I ordered for two iPhones on Amazon. The first one is iPhone 16 (256GB), and the second one is iPhone 16 Pro Max (512GB). I ordered the iPhone 16 Pro Max on December 31st 2024 and iPhone 16 on 2nd January 2025.

However, upon delivery, I was shocked to discover that only the package containing the iPhone 16 was the right one. The iPhone 16 Pro Max package contains brown packing papers inside—no phone.

I ran to meet the delivery driver immediately barefooted to inform him of the incident. My house is number 12 and the delivery driver was at number 17 of the same street at the time of reporting the incident. The delivery man phoned his manager and told me to contact Amazon. 

I contacted Amazon immediately on phone to report the case and I was asked to get a police report. I reported the case to the police online and a policeman called me to give me a crime reference number.

I sent the police report to Amazon on mail. So, Amazon has now replied to me that the shipment has been delivered in good condition which was not the case.

I need help please. I can be paying for a good that I did not receive.

Aylesbury_Duck

samcathe said:

I ordered for two iPhones on Amazon. The first one is iPhone 16 (256GB), and the second one is iPhone 16 Pro Max (512GB). I ordered the iPhone 16 Pro Max on December 31st 2024 and iPhone 16 on 2nd January 2025.

However, upon delivery, I was shocked to discover that only the package containing the iPhone 16 was the right one. The iPhone 16 Pro Max package contains brown packing papers inside—no phone.

I ran to meet the delivery driver immediately barefooted to inform him of the incident. My house is number 12 and the delivery driver was at number 17 of the same street at the time of reporting the incident. The delivery man phoned his manager and told me to contact Amazon. 

I contacted Amazon immediately on phone to report the case and I was asked to get a police report. I reported the case to the police online and a policeman called me to give me a crime reference number.

I sent the police report to Amazon on mail. So, Amazon has now replied to me that the shipment has been delivered in good condition which was not the case.

I need help please. I can be paying for a good that I did not receive.

Assuming you paid by card, speak to your card provider about options.  As I understand it, a chargeback will fail because Amazon have evidence the phone was delivered.  Section 75 may be an option if you paid by credit card.  There's also small claims court as an option.  None of them are guaranteed to be successful, but with £1200 at stake, you have to do something.

I may as well add the inevitable warning that Amazon may decide to close your account if you sue them, of course.  They're entitled to, so if that's the route you take, consider things like access to any media or devices that would be affected and what alternatives you have.

samcathe

Aylesbury_Duck said:

samcathe said:

I ordered for two iPhones on Amazon. The first one is iPhone 16 (256GB), and the second one is iPhone 16 Pro Max (512GB). I ordered the iPhone 16 Pro Max on December 31st 2024 and iPhone 16 on 2nd January 2025.

However, upon delivery, I was shocked to discover that only the package containing the iPhone 16 was the right one. The iPhone 16 Pro Max package contains brown packing papers inside—no phone.

I ran to meet the delivery driver immediately barefooted to inform him of the incident. My house is number 12 and the delivery driver was at number 17 of the same street at the time of reporting the incident. The delivery man phoned his manager and told me to contact Amazon. 

I contacted Amazon immediately on phone to report the case and I was asked to get a police report. I reported the case to the police online and a policeman called me to give me a crime reference number.

I sent the police report to Amazon on mail. So, Amazon has now replied to me that the shipment has been delivered in good condition which was not the case.

I need help please. I can be paying for a good that I did not receive.

Assuming you paid by card, speak to your card provider about options.  As I understand it, a chargeback will fail because Amazon have evidence the phone was delivered.  Section 75 may be an option if you paid by credit card.  There's also small claims court as an option.  None of them are guaranteed to be successful, but with £1200 at stake, you have to do something.

I may as well add the inevitable warning that Amazon may decide to close your account if you sue them, of course.  They're entitled to, so if that's the route you take, consider things like access to any media or devices that would be affected and what alternatives you have.

At this moment, all I am concerned about is how to get a replacement or a refund. They may decide to close my account. 
Please how do I go about this section 75 that you talked about? I really need to do something.

Aylesbury_Duck

samcathe said:

Aylesbury_Duck said:

samcathe said:

I ordered for two iPhones on Amazon. The first one is iPhone 16 (256GB), and the second one is iPhone 16 Pro Max (512GB). I ordered the iPhone 16 Pro Max on December 31st 2024 and iPhone 16 on 2nd January 2025.

However, upon delivery, I was shocked to discover that only the package containing the iPhone 16 was the right one. The iPhone 16 Pro Max package contains brown packing papers inside—no phone.

I ran to meet the delivery driver immediately barefooted to inform him of the incident. My house is number 12 and the delivery driver was at number 17 of the same street at the time of reporting the incident. The delivery man phoned his manager and told me to contact Amazon. 

I contacted Amazon immediately on phone to report the case and I was asked to get a police report. I reported the case to the police online and a policeman called me to give me a crime reference number.

I sent the police report to Amazon on mail. So, Amazon has now replied to me that the shipment has been delivered in good condition which was not the case.

I need help please. I can be paying for a good that I did not receive.

Assuming you paid by card, speak to your card provider about options.  As I understand it, a chargeback will fail because Amazon have evidence the phone was delivered.  Section 75 may be an option if you paid by credit card.  There's also small claims court as an option.  None of them are guaranteed to be successful, but with £1200 at stake, you have to do something.

I may as well add the inevitable warning that Amazon may decide to close your account if you sue them, of course.  They're entitled to, so if that's the route you take, consider things like access to any media or devices that would be affected and what alternatives you have.

At this moment, all I am concerned about is how to get a replacement or a refund. They may decide to close my account. 
Please how do I go about this section 75 that you talked about? I really need to do something.

You need to speak to your credit card provider.

Olinda99

how did you pay ?

samcathe

Olinda99 said:

how did you pay ?

I paid using a debit card

TadleyBaggie

Then S75 is not an option. You would need to get the bank to do a chargeback. However this should be your last resort, you need to escalate this with Amazon. 

powerful_Rogue

From what I gather a chargeback won't work as Amazon will have proof of a delivery.

Alderbank

I would give Amazon a little more time to investigate.

You only placed the order less than a week ago so delivery must have been in the last couple of days?

We have had several reports on this site of similar things happening, often involving high value mobiles, where Amazon eventually decide in the customer's favour and give a full refund.

It is easy to underestimate the size of Amazon. They get hundreds if not thousands of similar complaints, especially this time of year. It will take time for them to investigate what happened in the fulfilment centre where your phones were packed, and even longer for your issue to work its way up their process chain until it gets to a competent human decision maker.

eskbanker

powerful_Rogue said:

From what I gather a chargeback won't work as Amazon will have proof of a delivery.

Surely that would only negate a 'goods not received' claim, rather than a 'goods not as described' one (which can obviously only be raised after delivery!)?

samcathe

Alderbank said:

I would give Amazon a little more time to investigate.

You only placed the order less than a week ago so delivery must have been in the last couple of days?

We have had several reports on this site of similar things happening, often involving high value mobiles, where Amazon eventually decide in the customer's favour and give a full refund.

It is easy to underestimate the size of Amazon. They get hundreds if not thousands of similar complaints, especially this time of year. It will take time for them to investigate what happened in the fulfilment centre where your phones were packed, and even longer for your issue to work its way up their process chain until it gets to a competent human decision maker.

Thanks for the response. The item was delivered on 3rd January. I made the complaint the same day and get a police report. But they have come back to tell me they will not be issuing a refund or replacement after sending them the police report.