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Order was available for pickup today, store says the phone is not there

D

docprego

macrumors 65816
Original poster
Jun 12, 2007
1,244
111
Henderson, NV
Put an order in this morning for a silver T-Mobile 6+ 64GB. Availability was listed as pickup today at 2 locations. I put my order in at 9 am and waited for the pickup email, it never came. I called the store I was supposed to pick it up at and after 3 attempts and literally hours on hold someone told me it wasn't at the store at all. He said I Didn't get an email because the phone hadn't been scanned at their store yet.

What the heck happened? The site told me it was in stock and available for pickup today. My order status is currently "Processing Items Pick up: Available today".

Did the phone simply not ship to the store in time for me to pick it up? Was it sold to someone? The store has no info and told me to keep checking my order status. I'm on hold with Apple customer service right now but they aren't picking up.

Does Apple receive shipments on Sunday, or will Monday be the next possible day?

Any info would be greatly appreciated, VERY frustrated.
 
docprego said:
Thanks but when it said available for pickup today, I took that quite literally. Is this not unusual?
Click to expand...

Most cases its available for pickup the day after.
But I wouldn't worry much, I think within a few days you will get the email to go pick it up.
Its a lot better than waiting for an October 20 shipment from China like everyone else:)
 
Applejuiced said:
Most cases its available for pickup the day after.
But I wouldn't worry much, I think within a few days you will get the email to go pick it up.
Its a lot better than waiting for an October 20 shipment from China like everyone else:)
Click to expand...

That's my concern, it will get drawn out and I'll be in that October 20th scenario. When they show stock online such as mine did, does that mean I paid for a specific serial # device that couldn't possibly end up in anyone else's hands?
 
docprego said:
That's my concern, it will get drawn out and I'll be in that October 20th scenario. When they show stock online such as mine did, does that mean I paid for a specific serial # device that couldn't possibly end up in anyone else's hands?
Click to expand...

Correct.
There's a specific serial that's entered into their stock system online and you have that one reserved.
If you don't go pick it up within a week after they notify you then I believe they will release it and sell it to someone else.
 
Applejuiced said:
Correct.
There's a specific serial that's entered into their stock system online and you have that one reserved.
If you don't go pick it up within a week after they notify you then I believe they will release it and sell it to someone else.
Click to expand...

That is actually quite relieving to hear. So I am probably looking at a few days as you mentioned. Wonder if I could possibly get it tomorrow?

Thank you so much for your information and time.
 
I hope I can pick up mine tomorrow also.
I just reserved one online about 30 minutes ago.
I know most people say that they don't get shipments on sunday so not sure If I'll get the email to go get it tomorrow or maybe get the message for Monday pickup.
Either way, I'm happy I'll be getting it sooner than I thought.
 
Applejuiced said:
I hope I can pick up mine tomorrow also.
I just reserved one online about 30 minutes ago.
I know most people say that they don't get shipments on sunday so not sure If I'll get the email to go get it tomorrow or maybe get the message for Monday pickup.
Either way, I'm happy I'll be getting it sooner than I thought.
Click to expand...

Well I certainly hope so, for both of us!

I've been on hold with Apple customer service for over an hour! If I hear "Ring of Fire" by Johnny Cash one more time, I'll probably jump into one!
 
docprego said:
Well I certainly hope so, for both of us!

I've been on hold with Apple customer service for over an hour! If I hear "Ring of Fire" by Johnny Cash one more time, I'll probably jump into one!
Click to expand...

I'd get off the phone and try to relax.
You know that all they will do is tell you to wait till you get the email to go pick it up. You will not get it any sooner by calling.
They will not be able to do anything else so dont stress or waste any more time on it.
You'll get notified soon.
 
Applejuiced said:
I'd get off the phone and try to relax.
You know that all they will do is tell you to wait till you get the email to go pick it up. You will not get it any sooner by calling.
They will not be able to do anything else so dont stress or waste any more time on it.
You'll get notified soon.
Click to expand...

Wise advice indeed, hanging up now and hitting play on Godzilla!

Have a great night and good luck tomorrow!
 
Every single time I've ordered online from apple with same day availability, I get the email to pick up in less than 2 hours. Given the iphone 6 craze, inventory is bound to go up and down within minutes.

I did however order a brown leather case for my plus and it was ready in like 15 minutes.

Hopefully you get an email first thing in the morning after they open.
 
:-(

Still haven't got mine. The store told me it's not physically there. I just have to wait until tomorrow and hope it arrives. My order status is still "Processing Items Pick up: Available today", same as it's been. Very strange.
 
I can one up this story - Palo Alto store

I placed order early Saturday morning (about 6am pacific) for 6+, with Palo Alto showing "available today" - order went through fine. Immediately received an order confirmation email. At 722am, received a "We're ready for your email" and a few hours later, even received a text message to my phone # saying same thing.

Unfortunately, could not make it yesterday, but went down today to the store at about 5pm. After scanning in my confirmation bar code, I was told to wait - waited for about 15 mins which seemed very long, then sheepishly the guy that had been helping me came over with someone else who must have been one level up. They explained (without really explaining) that there was an "inventory control problem with some orders placed yesterday" and that they had no silver 64GB 6+ in stock for me. I was shocked - it wasn't just an order confirmation I had, I had the "we are ready for you". The person was clearly uncomfortable with the situation and really didn't have a good explanation. He took my contact info down and promised to call me as soon as a unit arrived - he couldn't promise a day, but he thought this week (I would imagine so as it's Palo Alto)

So was wondering what is really going on here:
1) It really was a mess-up of some orders - issue here is why in the world did noone call me or email me or even text me? All of my contact info is clearly on the order - it would have saved me a 30 min drive (one hour round trip)

2) This was a mess-up specific to my order - someone screwed up and "sold my phone" before it was scanned to my order - per the above, the "you are alloacted a specific serial number" can't be right then (or someone yanked it from me...suspicious to say the least if this is the case)

3) Other thoughts?

I worry too that the order will auto-cancel on Sep 28 (that is the status now on the website - it says "Pickup by Sep 28") - but I have to assume there will be at least one 64GB silver 6+ coming to Palo Alto in the next 7 days...

I am still shocked by all of this and a bit upset at the lack of customer service recovery (no offers were made despite asking today)
 
ehl1 said:
I placed order early Saturday morning (about 6am pacific) for 6+, with Palo Alto showing "available today" - order went through fine. Immediately received an order confirmation email. At 722am, received a "We're ready for your email" and a few hours later, even received a text message to my phone # saying same thing.

Unfortunately, could not make it yesterday, but went down today to the store at about 5pm. After scanning in my confirmation bar code, I was told to wait - waited for about 15 mins which seemed very long, then sheepishly the guy that had been helping me came over with someone else who must have been one level up. They explained (without really explaining) that there was an "inventory control problem with some orders placed yesterday" and that they had no silver 64GB 6+ in stock for me. I was shocked - it wasn't just an order confirmation I had, I had the "we are ready for you". The person was clearly uncomfortable with the situation and really didn't have a good explanation. He took my contact info down and promised to call me as soon as a unit arrived - he couldn't promise a day, but he thought this week (I would imagine so as it's Palo Alto)

So was wondering what is really going on here:
1) It really was a mess-up of some orders - issue here is why in the world did noone call me or email me or even text me? All of my contact info is clearly on the order - it would have saved me a 30 min drive (one hour round trip)

2) This was a mess-up specific to my order - someone screwed up and "sold my phone" before it was scanned to my order - per the above, the "you are alloacted a specific serial number" can't be right then (or someone yanked it from me...suspicious to say the least if this is the case)

3) Other thoughts?

I worry too that the order will auto-cancel on Sep 28 (that is the status now on the website - it says "Pickup by Sep 28") - but I have to assume there will be at least one 64GB silver 6+ coming to Palo Alto in the next 7 days...

I am still shocked by all of this and a bit upset at the lack of customer service recovery (no offers were made despite asking today)
Click to expand...
What confuses me about your situation is that you received the second email to pick it up. An Apple rep told me that this email is sent when the phone is scanned at the store indicating it is physically there for you to pick up.

I've never received that email and the same rep confirmed that my phone which was listed as "available today" was not in the store. Best I can do is wait for the email and hope it shows up soon. He tried to comfort me saying that the fact that I was sold the phone reserved that particular unit with a unique serial number for me. If this is correct then it is just a matter of time before it arrives. With all that said it's disappointing to order a product that is supposedly "available today" to find out it's not really available today at all.
 
ehl1 said:
I placed order early Saturday morning (about 6am pacific) for 6+, with Palo Alto showing "available today" - order went through fine. Immediately received an order confirmation email. At 722am, received a "We're ready for your email" and a few hours later, even received a text message to my phone # saying same thing.

Unfortunately, could not make it yesterday, but went down today to the store at about 5pm. After scanning in my confirmation bar code, I was told to wait - waited for about 15 mins which seemed very long, then sheepishly the guy that had been helping me came over with someone else who must have been one level up. They explained (without really explaining) that there was an "inventory control problem with some orders placed yesterday" and that they had no silver 64GB 6+ in stock for me. I was shocked - it wasn't just an order confirmation I had, I had the "we are ready for you". The person was clearly uncomfortable with the situation and really didn't have a good explanation. He took my contact info down and promised to call me as soon as a unit arrived - he couldn't promise a day, but he thought this week (I would imagine so as it's Palo Alto)

So was wondering what is really going on here:
1) It really was a mess-up of some orders - issue here is why in the world did noone call me or email me or even text me? All of my contact info is clearly on the order - it would have saved me a 30 min drive (one hour round trip)

2) This was a mess-up specific to my order - someone screwed up and "sold my phone" before it was scanned to my order - per the above, the "you are alloacted a specific serial number" can't be right then (or someone yanked it from me...suspicious to say the least if this is the case)

3) Other thoughts?

I worry too that the order will auto-cancel on Sep 28 (that is the status now on the website - it says "Pickup by Sep 28") - but I have to assume there will be at least one 64GB silver 6+ coming to Palo Alto in the next 7 days...

I am still shocked by all of this and a bit upset at the lack of customer service recovery (no offers were made despite asking today)
Click to expand...

A similar thing happened to me although I think your situation is even worse since you placed an order online. I didn't order online because there was nothing available despite constantly checking the inventory through the Apple Store app and Apple.com. So I decided to go early to the Apple Store closest to me to see if I could score one on Sunday. This was the Apple Store in Corte Madera.

I get there and after a brief wait they tell me they have a silver 6/128/Sprint so they send me a "reservation" email. Woohoo! I wait in line about 15 minutes to be helped by a blue shirted dude who tells me someone will be out in just a few minutes with my phone. 10 minutes pass and while I was milling around the store the guy finally tells me that they're out and that there must have been a glitch in the system. I was kind of upset but also suspicious because I seriously doubted that the system would reserve me one and not really have one.

So after complaining to the guy and then having him physically recheck the stock room again, I leave the store. Since the line outside wasn't too long, I decide to check with the "Reservation" agents up front again and tell them my situation. A nice lady helped me and again checked their inventory. She said that they were having inventory issues but they appeared to be resolved so she issued me another reservation email for the same phone. After about another twenty minutes of waiting I am again led into the store to get my phone. After about another 10 minutes of waiting they finally tell me the same thing again that they do not have my phone. This time some other lady (who looks really stressed out) also comes over and tells me they have no Sprint iPhones. She must have been working with the inventory.

At this point I'm pretty upset and the dude helping me is trying to tell me that he's sorry but they just don't get many Sprint iPhones. I tell the guy my whole issue is with their system. I find it hard to believe that after all these product launches, how on earth do the have a system that reserves things that aren't actually in stock?!

Anyways, I left there, went to a Sprint store and got phone I was looking for 30 minutes later.

Sorry for the long reply but I just wanted to vent. :)
 
A kind member on here told me about the relegation for store pick up that went live at 12 midnight. I stayed up later Friday and ordered a 128gb 6+ in space gray. I'd wanted the 64, but it wasn't available. I got the email and went to bed. The next day I went to the store, and the boy in blue was trying to keep cool, but I coud tell something wasn't right.

Eventually his manager explained that the website shouldn't have let me reserve the iPhone, they simply didn't have it. Never did.

Anyway, he asked if I'd like something else. I explained I'd wanted the 64 all along. He said he thought they had that. He and the other boy in blue both seemed very relieved and nice about it. I was a little miffed but happier in the end!!!

Got home and cancelled my 3-4 wk wait preorder and Bob's your Uncle!!!
 
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