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The new iPhone 15
Bas2754's profile

1 Message

Saturday, September 30th, 2023 3:12 AM

Ordered iPhone 15 Pro Max and Received an Empty Box

I decided to trade up my wife and I's devices.  So we ordered an iPhone 15 Pro and and iPhone 15 Pro Max at the same time with the same order number.  We received notification of two different tracking numbers and two different shipments.  They both arrived today and hers (iPhone 15 Pro) was in the box, albeit the box was beat all to pieces and the phone nearly fell out of the it, but the phone was there. 

The other box, my phone (iPhone 15 Pro Max) much lighter.  Box was not tampered with and tape looked single use, not opened and re-taped. Opened it just for the off-chance anything would be there to explain, and found, like many others, order confirmation w/packing list, return materials for the phone I am trading in, and activations instructions.  No phone though.

I am writing this so ATT/Apple is aware this is still occurring.  From the appearance of things, it would seem whoever was packaging this at ATT/Apple just never put the new phone in the box.  I will attempt to contact customer service tomorrow, but this is extremely frustrating.  I would love to know the process at ATT to rectify the situation, ensuring I do not pay tax twice and can have a new phone sent to me ASAP.  

Please advise.

ACE - Sage


113.1K Messages

2 months ago

I would not have opened the box. I would have taken the box, sealed as it was and obviously far too late to contain a phone to an AT&T store and let them open it.

You do have to wonder how on earth they could manage to close a box with no product in it 🤯

Box with your wife's phone should not have been beat all to pieces either.. 

Shabby delivery services

Community Support


224.8K Messages

2 months ago

Hello @Bas2754, thank you for reaching out to AT&T Community Forums.


We know that this is something very important to you. We'll be happy to help you.


Let's meet in the Direct Messages to get started. (Look for the chat icon next to the bell icon in the upper right corner of the page) and, check for the notification.


Mike, AT&T Community Specialist.

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