The iPhone box was reportedly missing its tab seals, which indicates basically it was previously opened. Hoping the phone would still be in a new condition, they filmed the unboxing to use for proof later… and found out that unfortunately, the iPhone’s camera lenses were covered in dust.
As any of us would do, this customer went to AT&T store to get a replacement. But they didn’t get exactly what they wanted. Instead, they were told the store manager wasn’t there so the rep couldn’t do anything. Also, they were told that even if the manager was there, they wouldn’t be able to offer a replacement without a fee.
The rep also said that even if the manager were present, they wouldn’t be able to provide a replacement without a fee since it would be an issue only Apple could address under their warranty policy. This claim about it being an Apple warranty issue didn’t make sense to me, but the store rep insisted.
-Few-Poetry4641 on Reddit, April 2025
Then, presumably a bit frustrated, the customer called AT&T support and was told they could return the phone under AT&T‘s ‘buyer’s remorse’ policy, but would still be charged the sales tax. Which frankly, seems a bit unfair.
In the Reddit threat, there are a few instances of people speculating that this might be a common practice to sell already opened phones. However, some of these comments are contradicted by other Redditors claiming if such a practice existed, it was due to a bad store manager and not AT&T‘s doing.
Whichever is the truth, the concerning fact is that it seems to not have happened only to one person as a freak accident. Unfortunately, another Redditor has reported a similar thing has happened to their wife.
This other customer says they ordered in-store but as the phone wasn’t available, it got shipped to them. They reported the shipping box was sealed, but the tabs were torn off for the iPhone 16 Pro they got. Of course, they refused the phone, calling AT&T‘s customer service. This user also, unfortunately, reports they’d seen other similar cases being reported online.
In the same threat, another user also reports their new iPhone box not having the seals on it. However, they decided to keep the phone as they saw the battery cycle count was 0 and the phone hadn’t been used. In their case, it was another new phone with a trade-in promo, this time, a black iPhone 16 Pro Max.
At the moment, it’s not clear if the customer will have to pay the fee to AT&T or if it could be waived somehow. However, one is for certain – the experience was far from the exhilarating one of getting a new piece of cool tech… at least hopefully, they will soon get a shiny new iPhone to enjoy and they will quickly put this incident behind them.
I can’t help but think about that incident with a theft ring and T-Mobile iPhones. At least, these AT&T customers have received iPhones in the box, while some T-Mobile customers who fell victim to a recent theft ring were delivered empty boxes. Like, literally empty. So there’s always worse, I guess.
We have reached out to AT&T for a comment and we’ll update this story when we receive a response.
