Contributor
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2 Messages
False commitment about Ipad availability and order
I order Apple iPad - 32GB - Gray (AT&T Certified Restored) 1st time where it was showing available on https://www.att.com/global-search/search?q=refurbished+ipad. 1st time my order was cancelled with no reason. 2nd time I chat with sales person and he confirmed that item is available and gave me eCom dept # where I was again confirmed that Item is available. I ordered again and I receive order#. Then I received email confirmation. But again after 1 day cancellation email and my order was cancelled. My credit card and checking account both showing $432 deductions. Order#s ***** and *****. When I chat again today, sales person again confirmed that item is available. This means everyone here is folling customer. I wasted my 6 days. I never expected such weird expereince from ATT.
My only question is if item was not available then why it is showing available on website and not OUT OF STOCK like other items. And why eCOM and SALES CS confirmed that item was available.
I paid in full and my credit history is 750+. Why they did like this and wasted my 6 days?
Today again when I connected to complain, no one helped me.
[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello there @ksinghanil08,
I can imagine the excitement you have over this device you wish to order. It can be a concern to experience the cancelled order this many times. I will be delighted to further assist you!
There are several reasons as to why your order was canceled. There may have been a mismatch when you listed your shipping address and billing address on the order, or there may have been an information issue found on the order. If we are out of stock on an item, you are correct we do display this information on the site.
To prevent another cancellation, I advise not to re-order on the phone or online. Instead, we highly recommend going to your nearest store location to process the order. And also, keep in mind credit card charges are not finalized if the order is cancelled before the transaction and carrier pickup is complete. Pre-authorizations expire according to the customer's bank policies.
Have a wonderful day and take care!
Shenoah, AT&T Community Specialist
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ksinghanil08
Contributor
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2 Messages
7 years ago
But honestly, I don't accept this as correct response.
Seems, you didn't go through my complete issue, mentioned.
Let me put in line
1. You mention, ATT put notice, when any device is out of stock.
[Reply]: This is completely wrong. I noticed that if device mention as OUT
OF STOCK then continue button is disabled when you select.
In this case no OUT OF STOCK, notice was put and it properly
allowed me to order the Ipad.
If device was out of stock then you should clearly call out and
shouldn't allow to order. Please check your technology/website who is
handling?
2. You mention, there might be difference in Shipping address or billing
address
[Reply]: Sir, I used same card everywhere and did lot of shopping from
Amazon,ebay and provide same information. Never rejected. This is also
totally wrong answer.
3. [Reply]: Please check your sales and dispatching team, as I verified
with both and they only confirmed that device is available and no issue in
order. Good to go.
After 1st experience, I checked with your dispatching team
after placing second order and LADY clearly mentioned/confirmed that order
is available.
Please check the recordings.
Your response was totally immature and never expected such weird response
from ATT. Instead of improving the process/handling customer issues, you
are misguiding me and providing non sense answer.
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ATTHelp
Community Support
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231.3K Messages
7 years ago
Hello again @ksinghanil08,
I appreciate your prompt response in regards to my previous post. I apologize if my feedback and additional information was not more clear. We are always here to assist, and I want to ensure we are on the same page. Your satisfaction is our priority!
When I mentioned the order status you see online, it may be showing as 'In Stock', but orders may also be in process while you are submitting your order. But also with refurbished devices, the stock can go quicker before restock and faster than the system updates its information. When it comes to updated information regarding order updates, our online store and chat representatives are also updated in their systems.
As mentioned in the previous post, I want this order to be successfully submitted. Therefore, after the two cancellations, we recommend to visit a near retail store so your order can be taken. This will ensure another cancel will not happen.
Thank you so much for your time and getting back to me. We want to always provide our latest and best information!
Shenoah, AT&T Community Specialist
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MicCheck
ACE - Expert
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14.2K Messages
7 years ago
The response was agreeing with you, that the website should show an item out of stock if it is.
I've read your post several times, but I'm not seeing why you think it is out of stock...who told you that?
OK, so we know the addresses aren't the issue. That's a common problem, so it makes perfect sense to bring that up. They had no way of knowing where you might have used the card previously without issue.
OK, again, it's available. Great. I don't see anyone disagreeing. That doesn't solve the issue of why your orders are getting canceled.
They attempted to handle the issue, and rather than follow their advice, you respond rudely. Doesn't seem very fruitful to me.
Why not just do as they suggested and go to a store rather than try to order online?
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