Apple Stores Delay Some iPhone XS and XS Max Pickup Orders Due to 'Last Minute Logistical Issues'

[Xian Zhu Xuande]

My iPhone XS' last status with UPS is "Your package was released by the customs agency" as of 1:35 AM with no shipping date or additional information. Apple's website says it's due to arrive today (Apple page says "Your item is on the way. Tracking information will be available within 24 hours"). Called and an Apple representative thinks it's out for delivery and noted that UPS' data can be wrong (which I've certainly seen before). Called UPS and they show it "cleared customs" in the US at the earlier time and probably won't be delivered until Monday.

Only really annoying because of planning to be present to sign for the shipment (as opposed to taking a chance with pre-signed delivery and leaving it outdoors). I can see how the hurricane could interfere. Just wish the system could provide a little more information for planning. Has anyone received delivery today under those same circumstances?

As an aside, I read through the comments here to see if anyone was seeing the same thing, and I'm kind of surprised with how furious this is making some people, or how some people fail to grasp that something like this could be possible. What Apple is doing with this release date, logistically, is pretty remarkable, and even though it seems there may be trouble for me this year, overall I've been rather impressed through the years how smoothly it has been handled, all things considered. I'm surprised there aren't more problems and delays. (That, and "my $1,000+ iPhone won't arrive until a few days!" seems like the pinnacle of first world problems.)

 

[reygza]

Nope, nothing for me yet. Still waiting and hoping. A bunch of other people from around the country are seeming to get theirs later in the day, but I’m just getting more nervous with each passing hour.

Feel dumb, because in a couple of hours I would’ve been off work and probably didn’t have to burn a vacation day for this

 

[PrestoMovie]

Where are you located? I’m hoping to get a similar email but nothing yet.
[doublepost=1537564421][/doublepost]

Any luck yet? Nothing but crickets here.

Literally just got my pickup notification!!! I had just driven to the mall just to check and literally right as I’m outside the store, I get the email.

 

[mojoApple]

My iPhone XS' last status with UPS is "Your package was released by the customs agency" as of 1:35 AM with no shipping date or additional information. Apple's website says it's due to arrive today (Apple page says "Your item is on the way. Tracking information will be available within 24 hours"). Called and an Apple representative thinks it's out for delivery and noted that UPS' data can be wrong (which I've certainly seen before). Called UPS and they show it "cleared customs" in the US at the earlier time and probably won't be delivered until Monday.

Only really annoying because of planning to be present to sign for the shipment (as opposed to taking a chance with pre-signed delivery and leaving it outdoors). I can see how the hurricane could interfere. Just wish the system could provide a little more information for planning. Has anyone received delivery today under those same circumstances?

As an aside, I read through the comments here to see if anyone was seeing the same thing, and I'm kind of surprised with how furious this is making some people, or how some people fail to grasp that something like this could be possible. What Apple is doing with this release date, logistically, is pretty remarkable, and even though it seems there may be trouble for me this year, overall I've been rather impressed through the years how smoothly it has been handled, all things considered. I'm surprised there aren't more problems and delays.

I am in the same boat as you.. same exact situation. My watch is still showing as released by the customs agency 9/21/2018 @ 1:41am, which, for my local time would be 9/20/2018 @ 1:41PM. No update since then, but has a 9/21 delivery date. I called UPS and they said both my phone and watch were in the KY international hub. The UPS website is completely and entirely wrong about everything. There is no information after leaving China for both my phone and watch. However, after calling UPS, it shows both products passed Alaska customs and are at the international UPS hub in Kentucky. I asked about Saturday delivery instead of Monday 9/24 and they said that the shipment did not have Saturday service. Next thing I know, I reloaded the UPS tracking info and it showed service upgraded to EOD 9/22 Saturday. I did not specifically asked for that upgrade given that Apple did not pay for it. nevertheless, that is what it shows. I hope it did not screw any chances of getting it today.

 

[reygza]

Literally just got my pickup notification!!! I had just driven to the mall just to check and literally right as I’m outside the store, I get the email.

Awesome! Happy for you. The rest of us continue to suffer.

 

[ajcadoo]

I messaged Apple via iMessage. The rep was unhelpful with No ETA whatsoever. Still waiting. No email... Sherman Oaks, CA pickup

 

[BrandonAB]

I had a pick up scheduled for my iPhone XS for 10:30am-11:00am at the Apple Store in Anchorage, AK. I got an email about the delay last night at 11:16pm. I decided to show up anyway. There wasn't any line, and my name wasn't on the very short list for phones ready for pickup. I was told that they were waiting for the shipment from Fedex. They said the manager had been pinging Fedex all morning, waiting on the shipment.

After shopping around the mall, I got an email at 12:16pm saying my items are ready for pickup. I showed and up and there was a line of people. They said they were having issues with the pre-order system, and it would be at least an additional 30 minutes. Since I have work this afternoon, I will now be picking up my iPhone this evening.

 

[^^BIGMac]

LOL...you didn't order it right!

Always something yo!

 

[DeepIn2U]

My 8:30AM pickup was one of the orders delayed, I received the email from Apple at 12:23AM. No update since.

Interestingly, my Apple Watch order shipped, UPS says it will be delivered by “end of day”, but the tracking shows it left China today. Very weird.

Hmm wondering if this really is a logistics issue or forced perceived product demand for elite status??

 

[Xian Zhu Xuande]

I am in the same boat as you.. same exact situation. My watch is still showing as released by the customs agency 9/21/2018 @ 1:41am, which, for my local time would be 9/20/2018 @ 1:41PM. No update since then, but has a 9/21 delivery date. I called UPS and they said both my phone and watch were in the KY international hub. The UPS website is completely and entirely wrong about everything. There is no information after leaving China for both my phone and watch. However, after calling UPS, it shows both products passed Alaska customs and are at the international UPS hub in Kentucky. I asked about Saturday delivery instead of Monday 9/24 and they said that the shipment did not have Saturday service. Next thing I know, I reloaded the UPS tracking info and it showed service upgraded to EOD 9/22 Saturday. I did not specifically asked for that upgrade given that Apple did not pay for it. nevertheless, that is what it shows. I hope it did not screw any chances of getting it today.

Oh, that's interesting. My status hasn't changed, but I did hear the same thing on the phone with UPS on every count. That, for example, my order doesn't include Saturday delivery (that Saturday delivery for this shipment type would occur only if delivery was missed on Friday). Maybe their agent upgraded the order to Saturday delivery as a product of your conversation.
[doublepost=1537571297][/doublepost]

I am in the same boat as you.. same exact situation. My watch is still showing as released by the customs agency 9/21/2018 @ 1:41am, which, for my local time would be 9/20/2018 @ 1:41PM. No update since then, but has a 9/21 delivery date. I called UPS and they said both my phone and watch were in the KY international hub. The UPS website is completely and entirely wrong about everything. There is no information after leaving China for both my phone and watch. However, after calling UPS, it shows both products passed Alaska customs and are at the international UPS hub in Kentucky. I asked about Saturday delivery instead of Monday 9/24 and they said that the shipment did not have Saturday service. Next thing I know, I reloaded the UPS tracking info and it showed service upgraded to EOD 9/22 Saturday. I did not specifically asked for that upgrade given that Apple did not pay for it. nevertheless, that is what it shows. I hope it did not screw any chances of getting it today.

Called UPS International again out of curiosity and to see about Saturday delivery. They said (this time) in my case that the iPhone wasn't even in their physical possession yet (from China), and that in cases where they've received it in time they've been deliberately upgrading orders for Saturday delivery. This probably won't apply to my own iPhone delivery as it seems to be behind yours (although my customs clearance was 1:35, possibly with variation due to GMT adjustments on the website) and my order status remains unchanged. Apple's website has, however, in very recent history updated from a delivery today to a delivery on Monday.

 

[PrestoMovie]

[doublepost=1537574591][/doublepost]

I messaged Apple via iMessage. The rep was unhelpful with No ETA whatsoever. Still waiting. No email... Sherman Oaks, CA pickup

As much as it sucks, at this point it’s up to UPS/DHL/FedEx or whoever to bring them their stock. Apple has no idea what time that’s coming until it actually arrives. It’s not the rep’s fault that they can’t provide you any info. There’s no way for them to get any info. They’re as in the dark as you are unfortunately.

 

[hendrixe]

Just got off the phone with UPS. My phone and watch will not be delivered until Monday (given an initial 9/21 delivery date for both). They will not deliver on the weekends because Apple's shipment does not include Saturday service.

Mine was supposed to be delivered today. They updated to include Saturday delivery and will deliver tomorrow.

 

[hendrixe]

Apple is the one who would have an issue with UPS, not you with UPS. Our shipping was $0, so there is no shipping to refund. I am not saying Apple shouldn't compensate, I am just saying UPS won't to us, just Apple. And I bet UPS had a nice contract clause in place to protect them somewhat, since Apple is who wanted to ship and delivery millions of packages in a 48-72 hour window.

Correct, hence my question if Apple thus would get a refund.

 

[ajcadoo]

Just called my Apple Store. On-phone queue was full due to extremely high call volume and the automated line hung up on me. There better be some reimbursement of some sort. This is getting ridiculous. When you dish out over a thousand dollars, I expect my product when its promised.

 

[reygza]

I messaged Apple via iMessage. The rep was unhelpful with No ETA whatsoever. Still waiting. No email... Sherman Oaks, CA pickup

Actually did the same thing just as my pickup window approached. Initially the rep said those notices were sent out mistakenly and if the store app still showed my window that I should jut go there. I tried to confirm then they said to give them my order # to confirm. Upon further review the rep suggested I call the Apple store and ask them.

They really dropped the ball on this launch.

 

[dhxyz]

Apple has emailed some customers who had an iPhone XS or iPhone XS Max scheduled for in-store pickup at an Apple Store today. The email says their orders "will not be ready for pickup" during their specified check-in time due to "last minute logistical issues," according to several MacRumors readers.

As a fluid situation, it's unclear how many customers are affected, how long orders may be delayed, or what the logistical issues are. We reached out to Apple for clarification, but didn't receive any new information to share.

It's certainly possible Apple may have enough in-store stock remaining later in the day to fulfill some or all of the delayed pickup orders.

​

There is some evidence to support last-minute logistical issues. Yesterday, some customers saw their order status updated to "Shipment to Hold" on Apple.com, while UPS indicated that some orders originally scheduled for Friday, September 21 delivery would be postponed until Monday, September 24.

For the most part, however, it seems iPhone deliveries are on schedule. MacRumors was informed that "Shipment to Hold" statuses were erroneous, while many UPS order delivery estimates have returned to Friday, September 21.

Still, it's possible that some percentage of iPhone XS and iPhone XS Max shipments from China have not arrived to Apple Stores in time for today's launch, but our guess is as good as anyone's at this point. Apple apologizes in its email and says it is "working quickly to resolve the issue."

Apple says it will alert customers via email as soon as their orders are ready for pickup:Apple Stores and authorized resellers may still have the iPhone XS, iPhone XS Max, and Apple Watch Series 4 available to purchase in limited quantities for walk-in customers today, as an alternative solution. Online pre-orders can be returned to any Apple Store within 14 days of delivery.

Article Link: Apple Stores Delay Some iPhone XS and XS Max Pickup Orders Due to 'Last Minute Logistical Issues'

[doublepost=1537587415][/doublepost]The delay is real and delays happen, but the Pasadena store I was to pick it up in at 2p-2:30p today just didnt have an ETA on when it would arrive. Just no clue. I’m still waiting for an email or call back. I had ro go in and pick up my watch and even with appointment waited an hour and then they had me wait in store for an hour while someone opened boxes in back until they said they would call me and it could be Saturday or even Monday. I still haven’t received a call or email with a time. Weird to pay for something last week, go to pick it up and just not an inkling of a day or time. Apple has really failed here and its first really negative experience Ive had with Apple in almosr 30years of exclusively using their products, so will continue in patience, but just an anomaly to their usual excellence.

 

[ajcadoo]

Mmhmm full business day and still no email. Completely unacceptable. Apple should at least be sending out followup emails. It appears undeniably unprofessional that a company of this size is so tight lipped about the problem.

 

[PrestoMovie]

So to all the people here trying to dismiss this as just a small problem affecting very few:

A family friend of mine works at a store in Southern California and they told me this was a problem nationwide for their stores. One Los Angeles area store (not sure which one) was short 100 iPhones that were for launch day pickup reservations because their whole shipment didn’t arrive on time. They said the store couldn’t even put display units out because they needed those to fulfill orders.

It’ll be interesting to see if Apple does issue some form of compensation for those who might have to wait until Monday.

 

[ToM7]

Ok, this's gonna be unbelievable and I believe that I'm not the only one, so my delivery has been changed from the 21 to the 24
but the most ironically thing is that in the apple website they wrote:
"Delivery Rescheduled
You’ve requested a later delivery date"
I've been requested?
NO! I ordered after 2m when the pre-ordered has started
great lie apple,, just great, I'm totally annoying and think about to cancel my order and get a refund

 

[Johnny Jackhammer]

The reason for the delay is that many iPhones had to be redirected to the NSA for backdoors to be installed. Sorry to tell ya.

 

[ToM7]

The reason for the delay is that many iPhones had to be redirected to the NSA for backdoors to be installed. Sorry to tell ya.

What?
From where do you know that?

 

[mojoApple]

What?
From where do you know that?

He's joking dude.. all of the recent press regarding the government trying to install backdoors into the iphones for homeland security purposes and Apple has resisted and keeps increasing or adding new encryption. However, it is a great conspiracy theory!
[doublepost=1537624017][/doublepost]So.. update for any reader who may find benefit..

No, I did not get my watch or iphone as scheduled for delivery on 9/21.

I did use the UPS mobile app to say I will pick up from the UPS facility on Saturday 9/22. I see one of my packages has been delivered, but not ready for pickup. I will be picking that up. It is the 70kg package. Watch? I got the steel case with milanese band.

For the other package (iphone? 40kg), I have absolutely no clue where that is. It still shows as in China and has not passed customs. It doesn't even have a delivery date. Maybe I will get lucky and it will also be at the UPS facility.

I have ordered an iphone every year and this the first year that has been a complete mess. All past deliveries were with FedEx and never had a problem. UPS has definitely annoyed me this time.

 

[rroach3753]

I still haven't received anything from Apple as to when my phone will be available for pick-up. Any one hear anything more from Apple about this?

Also... Just curious, this thread is about In-Store Pick-ups. Why are y'all with delivery issues posting here...you should have a thread of your own.

 

[takasugi]

I still haven't received anything from Apple as to when my phone will be available for pick-up. Any one hear anything more from Apple about this?

Also... Just curious, this thread is about In-Store Pick-ups. Why are y'all with delivery issues posting here...you should have a thread of your own.

I received the ready to pickup email last night at 8:55 p.m. (5 minutes before the store closed) so I'm picking up today. I originally had an 11:00 a.m. - 11:30 a.m. pickup time.

 

[reygza]

Got a Store app notification that read, "your order will be available to pick up during your check-in window." Uhhh... that check-in window was YESTERDAY.