What would you do if you bought a brand-new Apple desktop computer, only to open the box and find—nothing? No computer, no accessories, not even a power cable. For 86-year-old George Robbins, this nightmare became a reality, and to make matters worse, he was still expected to pay for the missing device.

 

This is the kind of consumer crisis that leaves people feeling helpless, but in George’s case, persistence—and a little help from TrustDALE—made all the difference.

 

An Expensive Package Gone Missing

George purchased his new Apple desktop from Best Buy, excited about the features, especially the built-in camera—something he didn’t have on any of his other devices. When the package arrived, however, something felt off immediately.

 

George recalls:

“I lifted the box and said, ‘Man, this is pretty light.’ It was really light considering a computer was supposed to be in there."

For reference, the expected weight of his Apple desktop was about 23 pounds. But when George finally opened the package, the truth was undeniable: the computer was missing.

 

“I got my knife, looked at the top of the box—the cardboard zipper was gone. I opened it, and there was nothing in there. Nothing.”

This wasn’t a case of a lost delivery—George had received the box, but it had been tampered with, and its contents had vanished. Yet, Best Buy’s credit card company still expected him to pay for the stolen item.

 

The Battle Begins: Who’s Responsible for a Stolen Computer?

If you’ve ever faced a situation like this, you know how frustrating it can be to prove your case to a major retailer. Despite explaining his predicament, George found himself in an uphill battle.

 

He went back to Best Buy and showed the empty box to the employee who had taken his order. The response?

“Well, there’s nothing in there.”

Exactly, George thought—but that was the problem.

 

Best Buy’s credit card company conducted an investigation, but instead of resolving the issue in George’s favor, they determined he was still on the hook for the purchase. Stuck without a computer and with a bill to pay, George felt he had no recourse. That’s when he turned to TrustDALE.

 

How TrustDALE Got Best Buy to Act

Consumer investigator Dale Cardwell and his team immediately reached out to Best Buy on George’s behalf, explaining the situation and demanding a resolution. What happened next was nothing short of remarkable.

 

The same day TrustDALE contacted Best Buy, George received word that he was getting a full refund. Just like that, the battle was over, and justice was served.

 

What You Can Learn From George’s Case

George’s ordeal is a cautionary tale for anyone making high-value purchases, especially when ordering expensive electronics. Here are some key takeaways to ensure you don’t end up in the same predicament:

  • Check the weight of your package upon delivery. If something feels off, document it before opening the box.
  • Examine packaging for signs of tampering. Missing seals, resealed tape, or damaged corners can be red flags.
  • Document everything. Take photos and videos when opening the package, especially if the box appears suspicious.
  • Know your consumer rights. Many credit card companies offer protection against fraudulent charges—don’t be afraid to dispute transactions if necessary.
  • Don’t take ‘no’ for an answer. If a retailer refuses to acknowledge the issue, escalate your case. Sometimes, persistence (and media pressure, including social media) is the only way to get results.

If a retailer refuses to acknowledge the issue, know your rights and fight back. Photo byiStock

 

Stuck in a Consumer Nightmare? Help is Available

George’s case ended in a victory, but not everyone is so lucky when dealing with big corporations. If you ever find yourself in a similar situation, don’t hesitate to seek help. Contacting consumer advocates like TrustDALE can make all the difference.

 

Have you ever received an empty or tampered package? What did you do? Share your experience in the comments below!