A 37-year-old Singaporean man purchased a 256GB iPhone 14 Pro Max on Shopee, but when the package arrived, the box itself did not even contain the device he ordered. Instead of an iPhone, opening the box revealed a collection of junk items—four air-inflated plastic bags and a wooden cube.
According to the customer, he would typically purchase Apple products directly from authorised retailers. However, he made the decision to purchase the iPhone 14 Pro Max from a Shopee seller because the platform offered him a SGD 8 (about RM26) voucher and cashback. He also made his decision because the phone had been sold out in many retail outlets he had visited.
He then decided to go ahead and purchase the iPhone through the Shopee seller after checking out their ratings and reviews. When the package arrived, the victim mentioned that the “delivery driver quickly dropped off the parcel, took a picture, and left the place”.
After finding out that the package didn’t contain the iPhone, the victim also deciphered that the tape used to seal the box “had been torn off before being reapplied on its exterior”. It’s suspected that someone may have tampered with the package.
The victim contacted Shopee’s customer service to request a refund, but the request was reportedly rejected by the platform. According to Shopee, the parcel had already “been delivered to the address indicated in the order,” and “the payment has been released to the seller”.
“As a platform that claims to pay back double if the item received was not as advertised, Shopee should have provided its customers with stronger guarantees,” said the victim.
However, Shopee has said that the incident has since been resolved. They also mentioned that they will be “conducting thorough internal investigations into the matter”.
“We are in contact with the affected Shopee user and have apologised to him for this distressing experience. We have also processed a full refund, which he opted for over a replacement phone,” said a Shopee representative.