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

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.

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!!

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

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.  

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.

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 

I’m experiencing the same thing. Mine got really complicated. I ordered a the iphone 14 pro max and it was a defect. I tried exchanging it and they made it so complicated to process an exchange and suggested I do a return and reorder and reprocess the whole upgrade all over. Which I did. I placed the second order on 9/30 and it was supposed to get delivered on 10/03. Before it ever got to my city and state, I requested for it to get delivered to an access point near me as I don’t trust the ups driver to deliver it due to them trying to tamper my first delivery that I received partially opened. So I followed the second delivery through ups app and saw that the phone went back and forth from the access point to other parts of the town and back again 4 times to the location it was supposed to be delivered to just to see the message that it would be rescheduled for next day delivery and well it never got to the access point. I contacted ups and tmobile and ups said they would “look into it”. I got an email saying they couldn’t locate it and for me to contact sender which is TMO. I did and they got in touched with UPS and open a investigation on it. Still to this day with no resolution. I placed a third order since TMO suggested me to do so instead of waiting for the refund for the loss item. They told me I would get an automatic refund due to it being loss during transit. Now I’m being told to “wait for them to investigate” and “wait for the loss item to be found and returned” to them for them to refund me. Why is it that I have to wait indefinitely when it’s not even my fault? Today is 10/26 and I spoke with numerous reps who claim they have escalated the issue and got no confirmation or updates on it. Today I reached out by phone at 611 instead of chat. She said that she had filled out a form for this loss phone and I have to wait 3-5 business again. I hope this will be the last time I have to deal with this issue as it is now the third or forth attempt. I’m sick of this and am running out of patience. It is definitely not TMO’s fault and indeed UPS’ fault. I hope TMO stop using UPS. They are the worse! But I do hope that TMO handles the situation better with refunding customers. It doesn’t make sense for me to wait this long to get a refund and not even get updates on the situation without having to reach out to them myself. If I don’t get this refund within the next 3-5 business days as promised, it looks like I will have to reach out to my card company to dispute the charge instead because this is unacceptable. I’m on the verge of wanting to go to the different carrier because of this. I’ve been a long time TMO customer and this is by far the worse experience.

Same here

I truly believe that t mobile should stop using UPS. My phone was supposed to be delivered last Friday (sep 22,2023) and when the package was finally delivered today (sep 26,2023) I see that the ups guy stole my phone and just left the empty boxes.

T mobile, you can do better. 

I have been patiently waiting for my new phone but have not received it. I ordered it on December 12,2023 and was supposed to be delivered on Thursday December 14,2023 but I haven’t received it. I haven’t got no update since it arrived in my city. I also requested to pick it up in the nearest ups location on the 21 of December, 2023 and nothing has changed at all. What can I do to get my phone? 

It was a nightmare. It’s has happened to many people. I would file a dispute. (I did) If you don’t file a dispute then T-Mobile has to open a ticket and they will start an investigation and it has to be removed from your account. Will take about over a month. Don’t order anything just buy a devise at the store and get it there. Don’t know if it at T-Mobile warehouse or UPS but don’t send nor get anything via mail. Something is going on.