Apple lost my Package and refuse to Refund

In September 2024, I purchased a MacBook Pro. I realized that the M4 version was about to launch, so after the package delivered, I decided to return it (the package was unopened).

I printed the return label directly in Apple Store app, and I attached it to the original packaging (the brown paper box), and dropped the package off at FedEx Shipping Center. Shortly after, the Apple Store app updated to show the package was “received by the carrier.”

Two days later, FedEx showed the package had been delivered, but the Apple Store app didn’t update. I immediately contacted Apple Support, and they told me to wait a few more days, as system updates could be delayed. I waited patiently, but the return request eventually expired.

I contacted Apple Support again, and they assured me they would help resolve the issue. They opened a new return case and asked me to ship the package back (again). Over the next four months, I contacted the police, my bank, FedEx, the Apple Executive Team, and countless Apple Support representatives. Nobody could help. FedEx said only Apple could request an investigation into the package. The police told me Apple needed to initiate that investigation with FedEx. However, Apple claimed, “The tracking number you provided doesn’t match our records, so we can’t assist.”

The issue is that I got the tracking number directly from the “Track Shipment” link in the Apple Store app. This is the tracking number Apple provided, yet they refuse to acknowledge it or take further action. Since I’m not the person who created the shipping label, I was unable to ask FedEx to start a missing package investigation or request a proof of delivery. Apple won’t tell me what happened to the package associated with that tracking number I provided. Instead, they directed me to contact local law enforcement. But the police said they couldn’t get involved because there’s no confirmed evidence of a crime.

I’ve spent an overwhelming amount of time and effort on this—it’s been four months of trying to get my money back (I’ve even asked Apple to return the package I shipped). I have many Apple devices, but I won’t buy their products again because they’ve completely avoided taking responsibility.