Indiana / California

Posting on behalf of my friend who doesn't use Reddit.

She ordered her childhood best friend a new macbook, which was delivered on the 23rd. He unfortunately passed away on the 21st. She had his mother attempt to retrieve the package when it was delivered, and it was not present. Neighbors also say they never saw it delivered to his apartment.

She opened a claim with Apple claiming that it was stolen/fraudulently signed for, as they show that the package was signed for by him, which is obviously not possible. Upon further investigation, they are denying her a refund or replacement. This laptop was about $2,000.

She's trying to get in contact with the supervisor but we all know how large corporations can be when they make decisions. She originally offered to provide apple with a copy of the death certificate, showing that he was deceased on the day it was signed for and they said they did not need it. Since they have denied the refund, she doesn't have the laptop and she's also out nearly $2,000.

Can she go ahead and file a charge back with her bank? I don't know what Apple's retaliatory policies are in situations like this, nor do we really know how to proceed from here. Thank you!