Online order cancelled- no reason! Disappointed and no resolution yet!

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Level 1

11 points

Online order cancelled- no reason! Disappointed and no resolution yet!

Early yesterday morning, I joined thousands of others who woke up early to place online orders of the ipad2 in order to get the fast shipping time available for the early purchasers (2-3 days instead of 2-3 weeks).

I had bought the ipad2 as a birthday gift for my wife, and went back to bed, feeling accomplished for getting her such an awesome gift. So, imagine my shock when I received this gem in my mailbox an hour ago:

Dear Apple Customer,

Thank you for your recent Apple order.

We appreciate your interest in iPad 2. There is a limited quantity per
customer for this product and your order has exceeded this limit. Your
order has therefore been cancelled and you will not be charged.

We apologize for any inconvenience caused.

If you have any questions regarding this order, please contact us at
applestoreinfo@apple.com.

Sincerely,
Apple Online Store Customer Support

I checked my receipt and nope, I didn't somehow place an order for 3 iPads- just one, plus a case and a dock. Then I noticed that the order number referenced in the subject line was different than the number on my receipt in my inbox.

Hopeful, I called Apple customer support. When I spoke with William, he told me that there was an error on Apple's system, my order was accidentally cancelled, and that I "may receive" an email within "24 to 48 hours" resolving the situation. No apologies, no assurances, no answers. Just wait.

What irritated me the most in his ambiguity was his non-answer about the shipping time. I had worked to secure a 2-3 day shipping time. Would Apple be able to promise me that it gets worked out so I will still get it in this time frame? No answer.

So now I am left to ponder if I should replace my order and just deal with the 2-3 weeks shipping time, or wait for a miracle.

Anyone else get hit with this? "Willliam" said he'd gotten a lot of calls on this issue.

Ipad2, iOS 4

Posted on Mar 11, 2011 8:24 PM

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Answer 1

Best reply

Hussain

Level 1

19 points

Mar 11, 2011 8:58 PM in response to dan_surly

Thanks god it's not just me ! I ordered 2 and mine got cancelled too for the same reason. I haven't called them yet but I will as soon as they open.

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Answer 2

HuskieN

Level 3

980 points

Mar 11, 2011 9:02 PM in response to Hussain

It's all on Apple's end, launch days can never be perfect, only prepared for to make them not utter chaos.

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Answer 3

dan_surly Author

Level 1

11 points

Mar 11, 2011 9:05 PM in response to HuskieN

Yeah, not good enough IMO. Apple has done this enough and should at least know a thing or two about communication and customers satisfaction.

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Answer 4

injpn

Level 1

0 points

Mar 12, 2011 1:39 AM in response to dan_surly

Same exact thing happened to me. I called twice and sent an email. Haven't heard back from the email, but the guys I spoke to on the phone both couldn't give me an exact answer as to what happened and said that I just need to order another iPad. I was credited for the cover I bought, but all I want is my place in the line back. I had 3-5 day delivery, now I'm at 3 weeks. It's not like they have sold out and can't send one... my original shipping date hasn't even gotten here yet. Just reopen my original order.

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Answer 5

bmynes

Level 1

0 points

Mar 12, 2011 7:35 AM in response to dan_surly

Same thing happened to me. After over two (2) hours on the phone with multiple people at Apple. I was finally told that this was an ongoing issue, and that I should receive an email no later than March 14 on how they resolved this. I really hope that Apple sticks to the 3-5 day ship time I was originally told and not the 3 week ship time they are now quoting. Also a had a manger name Keith who gave me what he says is his direct line in case I have any other issues. Do not know if what he gave me is true, but come Monday if I don't have an email I will find out. But so far Apple has been very good about this, even taking my number and calling me back when hold times were long. Here's to hoping I get my iPad 2 within the week!

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Answer 6

bmynes

Level 1

0 points

Mar 12, 2011 11:55 AM in response to dan_surly

Best part now...just checked my account and I was indeed charged for the ipad....yet my order is cancelled....apple you have a very unhappy customer who owns many apple products! and the number i was given to call back with any problems voice mail is full...NOT HAPPY!

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Answer 7

MrLES

Level 1

0 points

Mar 13, 2011 12:28 AM in response to dan_surly

Same problem here, but i ordered above the limit.

5 x ipads over 3 seperate orders. I bought for my parents, wife, and kids.

I purchased 4 of them with 3-5 day shipping. THis morning i noticed all my orders were canceled.

If they have a limit they should have specified and not let me order more. Secondly, if they wanted to impose a limit they should have cancelled my last order and kept my original 2x ipad order in. Also, for 2 of the orders the already shipped the accessories. Why do i need accessories for a device Apple wont sell me. In addition, i never received a email saying this was cancelled. I only found out by check the status online!

This is crazy. I've been a long time apple customer with 5 x Mac's in my house and 2 x active iPhone 4's and AppleTvs (Gen 1 and Gen 2) and this is the way they treat good customers.

I will be calling today and expect they will honor the original orders and shippment times.

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Answer 8

Mar 13, 2011 1:30 AM in response to dan_surly

I'm with you all.

I COMPLETED my iPad 2 order at 1:03 PT and didnt receive an email confirmation, which of course I thought was odd. Yet I wasn't worried because I could login to apple.com and see that my order was placed and the expected shipping date.

I logged into my bank account today to find that the charge wasn't listed so I logged back into my apple account only to find that my order had been CANCELLED.

No email... nothing. Just cancelled.

I only ordered ONE iPad so I don't see how this could have gone against any sort of rule. I'll be trying my luck with a call in the morning.

Does anyone know if Apple is still sending iPads to the stores?

NOT HAPPY.

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Answer 9

cpptnow

Level 1

0 points

Mar 13, 2011 3:42 AM in response to dan_surly

Same happen to me... My order was cancelled and i don't know why.. did you know if they reply to emails on Sunday?

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Answer 10

Mar 13, 2011 6:04 AM in response to dan_surly

This is ridiculous. I too am part of the group of individuals who woke up early (4am in my country Dominican Republic) and ordered successfully. woke up today Sunday and found my order cancelled. when i try ordering again, it says my CC has no sufficient funds, meaning that either the charge is in process or i'm down 600 dollars. This ***** in lots of ways. I too am also an avid apple user, having 2 macbooks, 2 iphones, ipods, keyboard, etc. and this just makes me feel horrible. shame on you apple...for treating your most dear customers this way. something must be done!

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Answer 11

MargotV

Level 1

5 points

Mar 13, 2011 6:46 AM in response to dan_surly

Right in there with you. I ordered a single white 64 GB (with cover, HDMI connector thingie, and Apple Care) at 6:30am EST on 3/11. 12 hours later, I got the same "over the limit" cancellation email. I emailed several times, getting no response from Apple. When I called, the first-level customer service person apologized, said there was nothing she could do, and advised me to reorder. I asked to speak to a supervisor and after 30 minutes, got Wayne who said they were "escalating this issue internally" and promised an email in 24-48 hours (we're at 24 now.......).
Something that's particularly annoying about this is that the Apple Care was an instant purchase, so I've dropped $70 on something useless. At least the computer recognized that I don't need the cover!
All I want is my original ship date back. The reorder thing is sillyness. I wonder how widespread this problem is - are you all the same people who posted at MacRumors Forums? There are at least five people over there in the same boat.

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Answer 12

Leo74

Level 1

0 points

Mar 13, 2011 7:38 AM in response to dan_surly

I dint get it, if you were willing to wake up so early then you should of just gone to the stores like the rest of us did and you would have your item just like I do. Look guys it's new, and if you are fanboys and have apple products then you should know how things go when a high demand is there. Also if you were willing to wait a few days thus you had no need for it right away, so what's the problem? You all already knew you were not getting it for a few days, just wait a little longer instead of bashing a company that you all think so high of. Wow talk about apples service what about your loyal?

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Answer 13

msuper69

Level 6

8,689 points

Mar 13, 2011 8:06 AM in response to Leo74

I am not part of your "the rest of us".

I am not going to stand in line to buy anything. I like to order online.

I think it's terribly disappointing to have one's order for a nifty new Apple gadget get cancelled for what appears to be a problem with Apple's ordering process, although, in the grand scheme of things (e.g., the quake in Japan), it's not the end of the world.

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Answer 14

Dicapu

Level 1

0 points

Mar 13, 2011 9:36 AM in response to dan_surly

Same thing happened to me.....

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Answer 15

dr.raed

Level 1

0 points

Mar 13, 2011 10:47 AM in response to dan_surly

the same here ! i ordered ipad2 16gb white at the day of lunch along with smart cover, today i was shocked that they shipped my smart cover and cancelled my ipad !! what should i do with the cover :P

i sent them email hoping they will send me a feed back soon telling that its a correctable mistake and i dont have to re order again! i want it for my wife bday which on early April :P with 3 weeks shipping if they made any more delay am screwed !

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