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

17511 Views 62 Replies Latest reply: Jun 28, 2011 9:32 PM by mehrdad.2 RSS
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dan_surly Calculating status...
Currently Being Moderated
Mar 11, 2011 8:24 PM
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
  • Hussain Calculating status...
    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.
    MacBook Pro Unibody 2.4 GHz Intel C2D, Mac OS X (10.6.6), iPhone 4
  • HuskieN Level 3 Level 3 (980 points)
    It's all on Apple's end, launch days can never be perfect, only prepared for to make them not utter chaos.
    iPad 1, iOS 4
  • injpn Calculating status...
    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.
    Mac Pro / Macbook Air, Mac OS X (10.6.6)
  • bmynes Calculating status...
    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!
  • MojoTed Calculating status...
    I woke up at 2:50 am central time to preorder a 32GB White iPad 2 Wifi, and an HDMI adaptor. Everything went through as it normally would. It said my items would ship within 3-5 days. I found it weird that Apple didn't send me a confirmation email as they typically have done, but I was still able to login and see that my order was scheduled to be shipped within 3-5 days. I checked again this morning since nothing had showed up on my bank statement. Sure enough my order says it has been cancelled. CANCELLED! You probably won't believe me when I say this, but the exact same thing happened to me last year when I tried to purchase the original iPad ( I had to wait over a month). I didn't even receive an email from Apple letting me know that they cancelled the order. I called my bank this morning to see if they were aware of the transaction. They said there must be something wrong on Apple's end. I called Apple this morning, and I am still on hold (going on 2 hours). The first two people I had spoke with told me that there is nothing they can do, and that I should just place another order, and hope that you receive an iPad in the next month or so. They have no idea why their system cancelled my order and quite frankly they seem like they don't care. I've been a fan of Apple for over 10 years, but nowadays whether I'm dealing with one of their retail stores or their customer service they don't seem to care like they used to. I know this isn't completely true across the board, but I deal with Apple a lot and I can definitely tell a difference. Customer service has declined over the last few years
    iPad 2 32GB White Wifi, iOS 4
  • MojoTed Level 1 Level 1 (0 points)
    I'm glad to see that Apple is telling other people that we might be able to expect an email with a resolution within 48 hours. I just hope that I can still get my 4x's miles from Continental Rewards. I'm not sure it will be possible since the original order did not go through as a "normal" order.
    iPad 32GB White Wifi, iOS 4
  • Jvette Level 1 Level 1 (60 points)
    I hear ya! Lots of apple products here also and at times I get the feeling Apple is getting to big. I see that over the last 3 years things have gotten worse in some areas. The store in my town is just about a wast of time to go to and try to buy something. Granted they are always packed with people but it takes an act of war to get someone to sell you something. I'm very glad they are successful but things like you have gone through and the customer experience can really hurt them.
    Imac 2.8, Imac I7 , Macbook 2.0, TB Time Capsule, 80gb Ipod, 32gb iphone 4G, Mac OS X (10.5.2)
  • HuskieN Level 3 Level 3 (980 points)
    It's true their markets are is increasing quite a lot, and I think Apple is going to have to have more control, Apple had always been the underdog until everyone started disliking desktop PCs and windows recently.
    iPad 1, iOS 4
  • bmynes Level 1 Level 1 (0 points)
    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!
  • MrLES Calculating status...
    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.
    iMac 27, MacMini, MBAir, MBPro, Mac OS X (10.6.6)
  • jmwilliams22 Calculating status...
    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.
  • cpptnow Calculating status...
    Same happen to me... My order was cancelled and i don't know why.. did you know if they reply to emails on Sunday?
    dell dimension 5150, Windows XP
  • angelito721 Calculating status...
    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!
    Blackbook 2.4 Ghz Intel Core 2 Duo, Mac OS X (10.6.6), iPhone 3gs, iPhone 3g, Ipod 5th generation
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