A week later, tracking shows it’s still waiting to be picked up.
I revisit the UPS store, and they tell me they don’t have it. They clear out all packages each day and to call UPS directly.
UPS says they don’t have any record of it being scanned into their system. They send me an email to start a UPS investigation.
Unfortunately I didn’t take a photo of the return label which would have had the original tracking number.
I tried to reprint the label but it automatically generates a new label and tracking number not the original.
I call Apple support to explain the situation. The woman takes all the info and says Apple will start an investigation. She reassures me their team is equipped to handle this and not to worry. Expect an email update in 48 hours.
Five minutes later, Apple Support calls me. The gentleman gets a few more details i.e UPS store address and then says they are refunding me my money and not to worry about it. They will handle it from here.
Wow. Now that’s customer service! This took a huge relief off my mind.
The problem with UPS stores is that they don’t scan the package immediately they receive it. They stack up all the packages in a corner and only gets scanned by the driver who comes to pick it up. So anyone who works at the store or even the driver could ’lose’ a package and I would have no recourse. If it isn’t scanned, UPS assumes it wasn’t dropped off.
