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New Member
Posts: 2
Registered: ‎10-25-2020
Accepted Solution

Ordered a Iphone 12 Pro on October 16th, the store still doesn't have my phone, 2 days after launch

I pre ordered the new Iphone 12 Pro on October 16th and the website says that it will be available for pickup on release day October 23rd. Now it's been 2 days since launch and nothing, no tracking information because the employees say it is all " drop shipped" So they have no ETA for my order and can't explain why I didn't receive mine.

 

Other customers and employees that pre ordered their phones at the same time/same location received theirs without issue... now I'm just waiting indefinitely... Can someone please help resolve this?

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Valued Contributor
Posts: 1,872
Registered: ‎02-07-2011

Re: Ordered a Iphone 12 Pro on October 16th, the store still doesn't have my phone, 2 days after lau

This one is easy... Apple didnt ship them enough phones... your on the list and will be notified when they get another shipment... I'm sure if bestbuy had a magic wand they would proof you out one, but as far as I know they do not, and are at the mercy of Apple
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Best Buy Employee
Posts: 2,045
Registered: ‎01-09-2015

Re: Ordered a Iphone 12 Pro on October 16th, the store still doesn't have my phone, 2 days after lau

“Other customers and employees that pre ordered their phones at the same time/same location received theirs without issue.”

You may see things like this because each product sku is basically it’s own waiting line. They always fulfill to the next person in line for that particular item. If you pick a model that is hard to get, you may see someone with a different size/color combination who preordered after you get theirs first. Especially at launch, we often do not see every model in stock as consistent. Remember when the preorder began, both at Apple and Best Buy? That was the first look Apple had at which models will be the most popular this year. They’ve gotten decent at predicting which models will sell the best, but once the preorders opened they got concrete data of 2020’s most popular phones. Now their demand planning team will tweak production accordingly. You’ll see availability improve over the next few weeks, if not sooner, as more and more models are sent to stores by Apple.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 2
Registered: ‎11-16-2016

Re: Ordered a Iphone 12 Pro on October 16th, the store still doesn't have my phone, 2 days after lau

I had the same issue. I got the “item delayed”. The point of pre ordering is to receive the product the day of. I’m very disappointed. I have an email stating if they do not receive my phone in 7 days the order will be cancelled. How does Bestbuy compensate customers because of this inconvenience?
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Best Buy Employee
Posts: 2,045
Registered: ‎01-09-2015

Re: Ordered a Iphone 12 Pro on October 16th, the store still doesn't have my phone, 2 days after lau

No, the point of preordering is to save a spot in line and get the item as your turn comes up. Even preordering in Apple’s own website often leads to a shipment date of days or weeks in the future, unless you’ve ordered within a minute or two of the preorder going live.

As this is standard procedure, you should not deem this as an inconvenience. Similar to a doctor’s appointment, you may get taken right in but a reasonable wait should be expected.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 2
Registered: ‎10-25-2020

Re: Ordered a Iphone 12 Pro on October 16th, the store still doesn't have my phone, 2 days after lau

     So here is my annoyance, had I of shipped to my house, I would have received the device already. However believing the store would have the phone I ordered, I didn't change it to shipping, now it's progressed into a week into the future for having a device shipped to you.

 

I wish there was some accurate representation of availability in the store, instead of it telling me it will be available on release. Why even have that verbiage at all, that the item will be available for pickup on release October 23rd?

 

Had I of known that the item wouldn't be available in store and would have been an expedited process to simply have it shipped to me, I would have obviously gone that route...

 

     Meanwhile Sprint is waiting for me to activate the device and ship my old device back and I don't even have an idea of when that will be and weirdly enough neither does Best Buy?

Why is there no way to discern where on this "list" I fall as far as device fulfillment is concerned, when inventory is received.

 

The reality of it is, Best Buy continues taking pre orders - without knowing their actual inventory and the customer is stuck using them because they have already activated their plan upgrade through the pre order process; so you can't simply go to another retailer or direct and buy the device because you just used your upgrade.

 

"It's Easy" - you're right it is... It's a very negative experience for the customer and will make them not want to go through Best Buy for future Pre-Orders.

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Valued Contributor
Posts: 1,872
Registered: ‎02-07-2011

Re: Ordered a Iphone 12 Pro on October 16th, the store still doesn't have my phone, 2 days after lau

I dont think they get it....

Say there are 100 preorders

Best buy orders 150 from apple

Apple sends bestbuy 75 (literally all they have)

Bestbuy is waiting on Apple to make/send more

Bestbuy cant do anything different, they dont control apple or make the devices.

If you don't like it, blame Apple......