Reserved In-store Pick Up Not Available

petree370

macrumors newbie
Original poster
Oct 7, 2015
3
4
I managed to reserve an in-store pick up for my iPhone 6S Plus 64GB- T-Mobile. I got the email confirmation and showed up earlier than usual (my reservation was between 3:30 and 4:00PM)

One of the Apple specialists pulls up my reservation and tells me that he already ordered someone to go get my phone. I waited about 5 minutes and still no signs of anyone bringing me my phone. The specialist said he would go check on it. About 10 minutes later, he comes back to me and says that the phone I wanted was no longer in-stock. He had me write down my personal info (name, phone number, email) and said that they will reach out to me as soon as they have one avaialble, and that I can get it without reservartions.

Has this happened to anyone? If so, do they actually get a hold of you or is this just a lost case?
 

matt550

macrumors 6502
Jun 7, 2008
365
24
I managed to reserve an in-store pick up for my iPhone 6S Plus 64GB- T-Mobile. I got the email confirmation and showed up earlier than usual (my reservation was between 3:30 and 4:00PM)

One of the Apple specialists pulls up my reservation and tells me that he already ordered someone to go get my phone. I waited about 5 minutes and still no signs of anyone bringing me my phone. The specialist said he would go check on it. About 10 minutes later, he comes back to me and says that the phone I wanted was no longer in-stock. He had me write down my personal info (name, phone number, email) and said that they will reach out to me as soon as they have one avaialble, and that I can get it without reservartions.

Has this happened to anyone? If so, do they actually get a hold of you or is this just a lost case?
Happened to me. I was upset about how they handled it, I didn't really care that I didn't get the phone.

They basically just told me: "oh well, we'll get one when we get one. Could be 3 weeks. see ya later...

They confirmed my email address and sent me on my way.

I emailed Apple and explained everything. The manager called back we talked. He understood my frustration and offered me a free case and dock. I declined them and just wanted to make my point. I should have asked for the manager right away instead of walking away.

I just got online the following day and got one a different Apple Store.
 

matt550

macrumors 6502
Jun 7, 2008
365
24
Happened to me. I was upset about how they handled it, I didn't really care that I didn't get the phone.

They basically just told me: "oh well, we'll get one when we get one. Could be 3 weeks. see ya later...

They confirmed my email address and sent me on my way.

I emailed Apple and explained everything. The manager called back we talked. He understood my frustration and offered me a free case and dock. I declined them and just wanted to make my point. I should have asked for the manager right away instead of walking away.

I just got online the following day and got one at a different Apple Store.
 

determined09

macrumors 65816
Jun 9, 2009
1,448
310
Happened to me. I was upset about how they handled it, I didn't really care that I didn't get the phone.

They basically just told me: "oh well, we'll get one when we get one. Could be 3 weeks. see ya later...

They confirmed my email address and sent me on my way.

I emailed Apple and explained everything. The manager called back we talked. He understood my frustration and offered me a free case and dock. I declined them and just wanted to make my point. I should have asked for the manager right away instead of walking away.

I just got online the following day and got one a different Apple Store.
Just in my humble opinion, I would have taken the free case and the dock. I'm not try to dismiss the fact that they sold your phone to someone else. That should have. Never happened.
 
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petree370

macrumors newbie
Original poster
Oct 7, 2015
3
4
Happened to me. I was upset about how they handled it, I didn't really care that I didn't get the phone.

They basically just told me: "oh well, we'll get one when we get one. Could be 3 weeks. see ya later...

They confirmed my email address and sent me on my way.

I emailed Apple and explained everything. The manager called back we talked. He understood my frustration and offered me a free case and dock. I declined them and just wanted to make my point. I should have asked for the manager right away instead of walking away.

I just got online the following day and got one a different Apple Store.
Thanks for this in sight. I guess I'll just wait to see if another store has it. If you don't mind me asking, where did you email them to?
 

determined09

macrumors 65816
Jun 9, 2009
1,448
310
Soer
Happened to me. I was upset about how they handled it, I didn't really care that I didn't get the phone.

They basically just told me: "oh well, we'll get one when we get one. Could be 3 weeks. see ya later...

They confirmed my email address and sent me on my way.

I emailed Apple and explained everything. The manager called back we talked. He understood my frustration and offered me a free case and dock. I declined them and just wanted to make my point. I should have asked for the manager right away instead of walking away.

I just got online the following day and got one a different Apple Store.
sorry. I meant to reply the OP.
 

determined09

macrumors 65816
Jun 9, 2009
1,448
310
I managed to reserve an in-store pick up for my iPhone 6S Plus 64GB- T-Mobile. I got the email confirmation and showed up earlier than usual (my reservation was between 3:30 and 4:00PM)

One of the Apple specialists pulls up my reservation and tells me that he already ordered someone to go get my phone. I waited about 5 minutes and still no signs of anyone bringing me my phone. The specialist said he would go check on it. About 10 minutes later, he comes back to me and says that the phone I wanted was no longer in-stock. He had me write down my personal info (name, phone number, email) and said that they will reach out to me as soon as they have one avaialble, and that I can get it without reservartions.

Has this happened to anyone? If so, do they actually get a hold of you or is this just a lost case?
That wasn't right.
 

Tsuchiya

macrumors 68020
Jun 7, 2008
2,310
370
I managed to reserve an in-store pick up for my iPhone 6S Plus 64GB- T-Mobile. I got the email confirmation and showed up earlier than usual (my reservation was between 3:30 and 4:00PM)

One of the Apple specialists pulls up my reservation and tells me that he already ordered someone to go get my phone. I waited about 5 minutes and still no signs of anyone bringing me my phone. The specialist said he would go check on it. About 10 minutes later, he comes back to me and says that the phone I wanted was no longer in-stock. He had me write down my personal info (name, phone number, email) and said that they will reach out to me as soon as they have one avaialble, and that I can get it without reservartions.

Has this happened to anyone? If so, do they actually get a hold of you or is this just a lost case?
Crappy situation, but in my experience they'll take care of it.
 

smarks90

macrumors regular
Sep 19, 2013
129
55
Akron, Ohio
Exact same thing happened to me yesterday. Reserved a 6s+ showed up in store at reservation time and they had no phone for me. Eventually took my name and number and my "I'd be willing to take x-phone color and y-phone size" list and said they'd call me as soon as one came in. at first the store just wanted me to check online to make another reservation. I told them that I didn't have time to be refreshing the website all day and that I wanted to be notified when they had one-not standard procedure. Employee had to go talk to the manager but finally agreed to give me a call as soon as they had one in stock. I'm planning to give it a couple days but if I don't hear something by then I will probably resort to searching for a reservation in my area.
 
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determined09

macrumors 65816
Jun 9, 2009
1,448
310
Exact same thing happened to me yesterday. Reserved a 6s+ showed up in store at reservation time and they had no phone for me. Eventually took my name and number and my "I'd be willing to take x-phone color and y-phone size" list and said they'd call me as soon as one came in. at first the store just wanted me to check online to make another reservation. I told them that I didn't have time to be refreshing the website all day and that I wanted to be notified when they had one-not standard procedure. Employee had to go talk to the manager but finally agreed to give me a call as soon as they had one in stock. I'm planning to give it a couple days but if I don't hear something by then I will probably resort to searching for a reservation in my area.
You need to sent a certified letter to Apple Corporate office. Telling them about the problem that you encounter at that specific apple store.
 

Gav2k

macrumors G3
Jul 24, 2009
9,217
1,606
It's the one issue with a live inventory system.

If someone goes in after you've been given your allocation and buys their phone, opens it in store and it's faulty the store swap the device and inventory updates but unfortunately it could be your device that person is getting.
 

petree370

macrumors newbie
Original poster
Oct 7, 2015
3
4
I took matt550's advice and I emailed Apple about this last night. This morning the store manager for the Apple Store I was at, called me and said that he had my phone on hold. I showed up, he apologized deeply and handed me my phone. For the inconvenience he threw in AppleCare plus for free.
 

Macalway

macrumors 68030
Aug 7, 2013
2,728
1,131
Thanks for the heads up folks.

I'll call to make sure before I make any trip. Geesh, that's time and money for gas, etc. They need to compensate people.
 

sunking101

macrumors 604
Sep 19, 2013
6,710
1,870
Thanks for the heads up folks.

I'll call to make sure before I make any trip. Geesh, that's time and money for gas, etc. They need to compensate people.
Some folk have a long trip, then parking fees and muchos hassle. I'd have been rrrrreal pissed, not to mention if I'd had to queue or wait around to be seen. Only the offer of a free case, screen protector and an iPhone with zero defects would have saved the day! Mind you, I find the screen protectors and cases that Apple sells to be mediocre so I'd take the AppleCarePlus...
 

smarks90

macrumors regular
Sep 19, 2013
129
55
Akron, Ohio
So it's been a few days and my local Apple store hasn't called or received any stock of 6s+ units. Would like to submit an official complaint or feedback but am unsure of where is the best place/address to send this to. For anyone who has submitted a complaint, where did you do this and/or send your complaint to?

Thanks!
 

determined09

macrumors 65816
Jun 9, 2009
1,448
310
So it's been a few days and my local Apple store hasn't called or received any stock of 6s+ units. Would like to submit an official complaint or feedback but am unsure of where is the best place/address to send this to. For anyone who has submitted a complaint, where did you do this and/or send your complaint to?

Thanks!
sorry for the delay. Here's the address.

Apple Computer Corporate Office Headquarters HQ

Address:

1 Infinite Loop
Cupertino, CA 95014

Corporate Phone Number: 1-408-996-1010
Corporate Fax Number: 1-408-996-0275

Corporate Email: info@apple.com
 
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