Several OnePlus 5T orders came with missing device in package

So you ordered a OnePlus 5T, and are now using it (and may be even in love with it). However, not all of those who ordered the flagship device had a pleasant experience with the shipment and delivery process.

Several people who ordered the phone say the package that got delivered to them had no device in it. One such person shared their experience on the official OnePlus forum, saying they placed their order in December beginning and received the shipment a couple of weeks later.

But to their horror, the phone was missing from the package – just the battery charger and the cover was present.

I ordered a OnePlus 5T from the OnePlus.net website (order number OPS0738315817120176023) on December 1st, which was sent to me by a DHL courier december 7. I received the parcel on the 13th, but opening the box that supposedly had to contain the device, I found it manipulated and empty.

While initially both OnePlus and DHL (the courier partner) declined to take any responsibility, it was after the complainant posted their experience on the official OnePlus forum that one of the OnePlus moderators started helping. Here’s what a moderator named SoniaB replied on the same day the experience was posted:

I will escalate this to OnePlus admins for you.

The complainant meanwhile shared more info about the shipment/package.

I accepted the parcel as the box was inside a bag which seemed to be intact. But after a careful checking there was a small opening which was closed by a transparent scotch tape, so that it could be concealed. It was my mistake to not detect it it, but I can assure that it was not easy to discover the opening at a first glance. The plastic seal around the phone box was, of course, absent. But I could not open the bag and check the content inside before signing the delivery.

Based on what all proofs the complainant provided, the moderator in question also confirmed that issue is with DHL.

Update: from PM and photos provided it does look as if the issue would most likely be with DHL as the DHL packaging has been messed with. So issue escalated and seeing if OnePlus CS can raise this issue direct with DHL and resolve it

Meanwhile, OnePlus customer reps refused the customer’s request for a new phone and refund.

Also, more people started sharing similar experiences – of receiving empty OnePlus 5T packages.

It’s unbelievable that it happened to me the same at the same dates: i received the box 13th December in Bologna and inside there is no device! and i think that now Oneplus (it’s not only me but we are in 2) says that nothing is wrong…2 boxes at the same dates with the same problems…my order number OPS0743038517120371897

After the moderator flagged and escalated the problem, the very next day they updated confirming that there have been several such reports in Europe (from Italy, specifically).

Truth is, that its been confirmed by CS that there have been similar reports of these all from Italy

They further added:

To summarize: it has been confirmed that this is not an isolated case and similar cases have been reported to OnePlus all to do with the logistics partner (DHL in Italy). Its being investigated. So whilst I appreciate some users questioning the validity of the thread starter’s claims, it has already been noted that there is a genuine issue with logistics and not the customer themselves.

The moderator was expecting (and seemed quite confident) that the complainant will get a replacement.

However, the complainant later confirmed the company has agreed to offer a refund. This is the message they received from a OnePlus support rep:

I have gone ahead and checked on the investigation you have with our Logistics Team and also have gone ahead and raised your concern to our escalation team. And I am pleased to inform you that we can go ahead and process a full refund on your purchase.

While it’s good that the complainant received a refund, they decided against purchasing a OnePlus 5T again. There’s currently no information on how the company went about in other cases.