What was supposed to be an exciting moment for an Indonesian woman named Riana turned into heartbreak when her eagerly awaited iPhone 16 Plus delivery arrived, containing not a high-end smartphone, but a sealed 1kg bag of sugar.
According to Riana, she had placed an order for the iPhone 16 Plus through the official iBox Indonesia website while visiting Jogja (Yogyakarta) in early May 2025.
Limited Stock in Physical Stores, She Opted for Online Purchase
Due to limited stock in physical stores, she opted for the online route, hoping it would be quicker and more convenient.
“The model I wanted was really hard to find. Even iBox and DigiMap stores had almost no stock,” she said in her TikTok caption.
Unboxing Video Captures the Disappointing Reveal
Four days after placing the order, Riana received the parcel via the courier service ID Express.
Eager to capture the long-awaited moment, she filmed the unboxing, only to discover a 1-kilogram bag of sugar inside the package instead of the smartphone she had paid for.
“Everyone was shocked. I felt completely crushed and broke down in tears thinking about the money I had spent. It wasn’t a small amount,” she shared.
Initial Response Offers No Clarity
Feeling distraught and suspicious, Riana immediately visited the nearest ID Express office, the last known location of her package before final delivery.
But instead of assistance, she was met with denial.
“The courier and staff just said, ‘It was already like that when we got it. We don’t know anything,” she stated.
Branch Manager Opened an Internal Investigation
Unsatisfied with the answers, Riana demanded to speak with the branch manager. After some delay, the manager showed up and agreed to open an internal investigation into the incident.
Pushing for Answers from Both Ends
On the same day, Riana filed a formal claim with iBox regarding the swapped item.
She followed up consistently with both iBox and ID Express, but for the first three days, the only response she received was that the matter was “still under investigation.”
Filed a Police Report
Initially, she chose not to involve the police, hoping the companies would resolve the issue directly. But the lack of progress left her no choice.
“We had to file a police report. Only after doing that did we start getting some real updates,” she explained.
Refund Finally Processed After Police Involvement
Following the official police complaint, the investigation seemed to move forward. Riana was asked to complete several documents and submit the police report to support her claim.
After nearly three weeks of anxiety and constant follow-ups, she finally got her refund, bringing relief to Riana.
“I cried almost every day thinking about the money I lost. So when the refund finally came in, I was beyond grateful,” she said.
Courier Company Confirms Suspected Internal Theft
In a surprising development, the courier company, ID Express, later admitted that they believed the incident was an inside job.
The packaging had been tampered with so cleanly that only someone with insider knowledge could have pulled it off.
“They also suspected it was an inside job, and that was eventually confirmed by the delivery company,” Riana stated in her TikTok post.
She urged the perpetrators to come forward and warned others to stay vigilant when ordering high-value items online.
Watch the video here:
@rianadwia_ Di video sebelumnya aku dah cerita yaaa ,, yg punya pengalaman atau baru ngalamin boleh sharing cerita dan solusi😣 #iphonehilang #ibox #iboxindonesia #fypシ゚ #fypp #viralvideo
♬ suara asli – Rumah_Parsel_By_Riana – Rumah_Parsel_By_Riana
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