I reserved an Apple Watch 5 on Sept. 21 since most stores hadn’t gotten any watches. Two stores I spoke to said that the only way to get one is to reserve online. I pod my $40+ tax, got my confirmation email and everything looked good.
On Tuesday Morning I was listed as second in the queue, with a status of Open. On Tuesday afternoon I stopped being able to see the status of my order when I logged onto the reservation system. I called the store, they said they can’t do anything for me and to call customer service. I called customer service and they said they don’t handle anything with the reservation system ever, but after some digging the guy on the phone said my order had been cancelled and the $40 would be returned to me within 48 hours. I asked him why or how it had been cancelled and why I couldn’t see the cancellation or why I hadn’t gotten an email about it and he said since I ordered it online I needed to go through the online chat people. This after an hour on the phone.
So I used the online chat, explained what was happening and they opened what they called an escalated ticket for me with “back office.” The guy on the phone said they’d find out exactly what happened with my order and a supervisor would call me back within 24 hours to let me know exactly what was happening.
So it’s three days later and I’ve not received a follow-up from anyone. I’ve also not received a refund of my $40 reservation fee. And I still can’t see the order anywhere on the My Rogers app or on the reservation system. I called the store again and they said they don’t have the watch and can’t see the reservation system to tell me what’s going on.
So my questions are these: is anyone else having issues with the reservation system? How do I get this fixed so I can see if my order’s been cancelled? How does it make sense that no one at either the store level or in customer service can see my reservation at all or gain access to the system? Why won’t anyone call me back and how do I get ahold of someone who can tell me what’s happening? If the order has been cancelled why haven’t I got a confirmation and how do I get a refund?
Did you go through the link on your original reservation email to access the system?
My link hasn’t been working for days but I just checked and I’m #20 in line for the gold SS AW5 (down from 22 so I be guess 2 people cancelled lol).
For your situation, if you can access the system and your reservation just doesn’t appear then likely it was cancelled. If it somehow did get cancelled, I’d push them to get you on a priority list for a watch when they come in. As for why Rogers would get zero watches at launch, I guess that’s another story and baffling to me.