Today i was delivered a new Samsung A11 and the box was empty. It was weird as I opened it and noticed there was a tear on the side but nothing inside.  Who ever ripped into the box had retapped it with clear tape so the tear could not be seen until the tape was removed.  

Luckily I installed a camera at my front porch with motion sensor.  It shows the UPS guy delivering the empty box.  There is sound so you can make out a hollow noise when the UPS guy drops off the phone.  Now the package says on it the weight of 1 lbs.  I am sure the delivery guy had to notice it was not (1) lbs.  

After reviewing my video events, no one else approached my porch after the drop off except for my girls who came home from school 35 minutes after and brought it directly to me.  So I suspect the robbery was done before the package was dropped off at my porch.  It was probably stolen at some process with UPS and either the UPS delivery guy was in on it or just didn’t care.  

I called T-Mobile directly and the rep couldn’t believe what had happened, which made me think she didn’t believe my story.  Why would I steal from myself?  I offered to send her the video clip be she declined.  She said there would be an investigation and I would be contacted in 3 days.  She was kind enough to give me a $20 credit if and when I go to a physical T-Mobile store to get a new phone.  With the high rise in delivery theft, I would rather go to a store these days.  

At this point, I am waiting for Tmobile’s investigation team to contact me and clear me of any liabilities before I go out to a T-Mobile store to get a new phone.  T-Mobile should make UPS responsible and train their delivery men/women to think.

P.S. I tried to attached the video clip of the UPS drop but it won’t allow me.  Either the size is too big or it is not allowed?

To @magenta5184264 & @tmo_amanda,

I am so happy to have this thread to document & share my SAME experience with you! I work for Marriott International, and I was looking into switching carriers. T-Mobile had a great deal at the time, so I had to call a specified number to get on the "Amplied One" plan for no extra charge. On 6/13 I called and joined T-Mobile. I ordered two of the currently offered BOGO IPhones (a Red 8+ 64 GB & a 8 64GB in Red) I placed the order for $250.00. Delivery via UPS was scheduled for 6/18. I received the package and there was a small tear on the top of a plain brown box. I opened up the package to find two Iphone boxes, all the chargers, even my invoice... but two missing Iphones..... I called T-mobile order hotline first. The first gentleman hung up on me, the second said they would open "an investigation" but did not ask for any tracking numbers, IMEIS, or about blacklisting the devices. He told me it would take 7-10 business days, and that I would get an email and eventually a refund... THANKS! Great welcome to T-mobile experience. So I called UPS, they are worthless as well. I submitted an online claim. I called T-mobile and was transferred to three different departments, and finally was offered a bit of assistance after six hours of phone calls to go to the nearest t-mobile store. Mind you... they shipped me some random numbers and I have no phones, so I cannot access any t-mobile account! I am so furious. I had to dispute the transaction with my credit card company (which I had to call the bank to get approved?) It all just seems like a giant SCAM. Please advice... any help would be great... t-mobile 0 for customer service, and just an all around disappointment. I will be going to the nearest store tomorrow with all the shipped materials including my Equipment and service Agreement, and I will be reporting you to the BBB and if need an arbitration and small claim.

Hey, @magenta5184262​!

Gosh, this isn't the best first impression that we could've made. You're right; this is out of your control, but in the end, you still need a phone. I want to make sure I point you in the right direction so this gets handled ASAP.  At this point, we need the full 7 business days after the package is delivered to our warehouse to investigate the situation. However, I recommend getting in contact with T-Force via Facebook or Twitter to file an escalated handset research form. Can you give that a shot and keep me updated?