New Member
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2 Messages
Order "in progress" for 6 days - I am cancelling my service and going to another provider after 16 years with AT&T and 5 lines!!!!
I ordered an iPad pro on 9/11/2020. I ordered a larger size than what I needed because it said it would deliver between 9/15 and 9/17. My order has been "in progress" status ever since and my money was taken from my account. On 9/16, the delivery dates disappeared from the status but still showed "in progress". Today on 9/17, I noticed that the money was back into my account and the same delivery dates of between 9/15 and 9/17 showed back up again in the status, which still showed "in progress". I called and they told me that the device is on back-order and has new delivery dates of October 14th through 16th... a month later!! If I try to order the same exact model today on the site, it shows delivery dates of October 2nd! Get it together, AT&T. Are you unaware of your inventory and just allow anyone to order anything and just cross your fingers? This is UNACCEPTABLE customer service coming from a 16 year long customer. I sat on the phone yesterday for an hour and spoke to 6 different customer services reps when the delivery dates disappeared from the status and none of them knew anything. I'm EXTREMELY disappointed in AT&T and am seriously considering taking my service to another provider. You just lost a 16 year long customer with 5 lines. It would've been 6 if you wouldn't have completely screwed up my iPad order!
ATTHelp
Community Support
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231.7K Messages
4 years ago
That's not the kind of service we aim for, @mpritt!
Please be advised that inventory availability can impact the fulfillment and delivery of orders. Sometimes, responses can be affected when a surge of orders are received before the system is able to render an out of stock response or when inventory is depleted while an order is held in a review status.
Your feedback is important and will be forwarded to the correct point of contact for review and consideration.
Thank you for your participation in the AT&T Community & Forums.
Lar, AT&T Community Specialist
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mpritt
New Member
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2 Messages
4 years ago
Thank you for your response. There was never any indication that the device was on back order. Up until the day I posted this original comment, it still showed the original delivery dates. I had to call and speak to 7 people over two days to find out it was on back order... I finally found out on the last date of delivery. This is awful customer service. Your portal should reflect accurate information, this is 2020!!! Also when I was finally told it was on backorder and wouldn’t ship until a month later (Oct 14th at the earliest), your website still showed a delivery date of October 2nd for the exact same model when you already told me it was on backorder until Oct 14th. No one at AT&T could explain that. You lie to your customers and mislead the (Edited per community guidelines) out of them and do not apologize for your screw-ups. I canceled my order and went to Best Buy and got the model and color that I originally wanted anyway and walked out of the store with my purchase the same day. Thanks to them, I was able to begin my seminar with the device that I purchased it for. I will never buy another device from AT&T again if this is how you treat your 16 year long customers. I will make sure I tell everyone I know about this experience. I mean, how hard is it to reflect accurate information on a website (unless you do it on purpose)? Something that simple could’ve solved all of this. If I would’ve known a day or two after the order was placed that it was on backorder, I would’ve canceled the order right then and I never would’ve received such a (Edited per community guidelines)ty customer service experience.
FYI - Congratulations, by the way. This is the VERY FIRST TIME I have ever left a negative review/comment on ANYTHING. I am not one to complain, I just take my money elsewhere. This particular situation (Edited per community guidelines) me off to the point that I feel others should know. Especially since I saw the discrepancy between what your rep told me and what your site reflects as far as ordering devices. I have a marketing degree and you can’t hide behind the word “estimated”. If the item is on backorder, the site should have reflected that. And just so you know, the site STILL doesn’t say it’s on backorder and it gives delivery dates of Oct 8th through the 15th. I assume it only went from Oct 2nd to the 8th only because it’s a new week, NOT due to a change in availability.
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Thanks for nothing.
(edited)
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