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I haven't received my phone, I think UPS lost my package

  • 12 September 2018
  • 14 replies
  • 5237 views

I just bought a phone on labor day, it shipped the following day. It arrived at UPS destination warehouse over 5 days ago, it has missed it's estimated delivery date, and now it just says "N/A, check back later" UPS says there's nothing I can do bc I'm not the shipper. Did I really just lose my money AND a phone? What am I supposed to do now. I've been phoneless for 2 weeks now. God T-Mobile sucks

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Best answer by tmo_chris 17 September 2018, 17:04

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14 replies

This is a UPS issue, not a T-Mobile issue. If you reach out to T-Mobile I'm sure they can reach out to the carrier and issue a new phone if needed.

Userlevel 4

Oh no!!!! We can get you taken care of! Please contact us as soon as you can so we can dig into this.

I chatted with support the other day, they told me all they can do is start an investigation but that's it. I'd have to buy another phone & just wait to see what happens with the lost order. I don't think it's fair that I have to spend more money on a second phone, this isn't my fault 😥  i just want a phone!!

Userlevel 4

@rosealieee - The handset research escalation is definitely a step in the right direction. We will be working with UPS to see what specifically happened here. As far as getting you a new phone, we would need to process a new order but you would not be charged for 2 phones if we are unable to located the device with UPS.

HI THE EXACT SAME THING HAS RECENTLY HAPPEND TO ME I WAS TOLD TO FILE A DISPUTE BUT THEN UPS SAYS I HAVE TO SPEAK WITH T MOBILE REGARDING MY LOST PHONE I HONELY JUST WANT MY PHONE OR THE PHONE CANCELED SO I CAN GET A PHONE ITS BEEN ALMOST 3 WEEKS

Happed to me too.  UPS lost my package , not Tmobile’s fault.  I really wish T mobile stops using UPS  because UPS is horrible, unprofessional, unreliable company.  The  UPS driver never come to my address on estimated delivery dates or left a tag. I requested to hold at UPS center to pick it up since I can not trust the driver. I went to pick it up cuz it said it’s ready and UPS could not find the package. 

I ordered two phones for my kids. I finally figured out some convoluted way to speak with an actual human at UPS and was told that the phones are “lost in transit” and that I would have to report this to T-Mobile to initiate an “investigation”. So here I am, looking for a way to report this besides waiting on the phone for 30-60 minutes. My kids iPhones are garbage right now since they are two years old bc, you know, Apple loves the planned obsolescence. But the kids love them. So much about this pisses me off. I really hope that the boxes these phones are shipped in don’t have any T-Mobile identifying info bc I think that they are super vulnerable to theft all the way thru the supply chain.  

Well, I am in the same boat. All that tmobile says is to wait it out! How long though? It’s been more than three weeks now. 

Userlevel 6
Badge +9

Well, I am in the same boat. All that tmobile says is to wait it out! How long though? It’s been more than three weeks now. 

 

Same douchebaggery happened to me last week. Probably UPS is stealing it but T-mobile needs to get their act together as well. Why do i have to pay again for my phone while they are doing their “investigation”. Send us our devices and you keep on doing your investigations. Since its not us (the customer) who lost it. Its your delivery partners. 
when they mentioned that i place another order i just flipped out. Let them do their investigation and i am switching to Verizon. 
This is unacceptable. 

Email says it was delivered. It was not actually delivered. Getting the runaround from the sites. T-moblie tells me to contact UPS. UPS tells me to contact T-Mobile. Neither have given me solid help or information.

Userlevel 3
Badge +3

If UPS says it was delivered its a UPS issue. You may have to start a case with them and file a Police Report to report it as stolen. T-Mobile will take the stance it was delivered as stated by UPS. I know this is not what you want to hear. They do this because people in the past have said they did not receive an item that they had. To cover themselves they have you order a new device and should credit the charge back to you when it is determined your device was in fact not received by you. In the future make sure all of you UPS deliveries require a signature.

I ordered a phone from TMobile and when UPS delivered it to me the package had been tampered with a the phone was missing. TMobile tells me that they cannot help me and I basically have to fight it out with UPS to get my money back. I'm a loyal customer but I am really considering leaving TMobile to go with one of their competitors. Although they are cheaper I am considering paying the extra money. I am so upset 

Userlevel 4
Badge +3

I ordered a phone from TMobile and when UPS delivered it to me the package had been tampered with a the phone was missing. TMobile tells me that they cannot help me and I basically have to fight it out with UPS to get my money back. I'm a loyal customer but I am really considering leaving TMobile to go with one of their competitors. Although they are cheaper I am considering paying the extra money. I am so upset 

That definitely sucks. I assume UPS just left the box at your delivery address since you could have refused delivery had they tried to give you an empty box. Unfortunately, once UPS shows delivery it gets really complicated since they are no longer liable for your package. I would contact UPS and get to there lost package department and ask them what they need from you to mark this delivery as stolen. Also make sure you have the facts on delivery signature requirement. If TMobile did not require signature on delivery, they could be held responsible.

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