Back order google pixel

[Staples2]

Recently ordered the Google Pixel 9 Pro and haven’t been given a date to receive yet. I was told at first 14 days then after 28 but I was also told it would be within that time so it should come earlier if it all works out. Does anyone know how often the stock arrives and how likely it is to come earlier. Not in desperate need for it but if I knew it would take so long I would have just gone to a different company 

[Michael_D]

Hi @Staples2 

Thanks for coming to the community.

I can understand you want to get your hands on your new Google Pixel 9 Pro.

It is possible that it could be delivered sooner than the estimated timescales, but we don't have details on how many orders are ahead of yours, or when stock is going to be arriving.

I can check the estimated timescale with you being given different times. What colour and storage size did you order?

Michael

[Staples2]

Hi it’s the 128 gb obsidian. While I understand it’s an estimate I agreed for the 14 day wait and was told I would receive the phone within that time. Then told within 28 days. This isn’t an estimate at that point it’s a guarantee it’ll arrive before the 28 surely?

[Alex_H]

@Staples2 As of this morning the guidance is back to expect dispatch within 14 days of order if ordering today, which does suggest we are expecting more in soon. When a phone is on back order the guidance is our best estimate based on when we expect more stock to arrive, it is not a 100% guarantee but  the majority of the time it will be received within that estimate.

Alex

[Staples2]

Okay that’s great but that’s shouldn’t be the case. If you are told it will be within a time scale that should be a guarantee. You might as well just say you will get it when we can send it. If it is after the 14 days I will most like reject the phone. 

[Staples2]

Also from today the website states dispatch within 7 days of ordering today 

[Alex_H]

@Staples2 Yes the expect dispatch within 14 days was the guidance from our stock team at 9am this morning, but they have updated it since my post and they now expect dispatch within 7 days. So it does seem as I say we are definitely expecting more in soon. 

Once the phone is dispatched you will be notified by DPD who will provide the tracking information for your delivery.

Alex

[Staples2]

Okay that’s great. But not necessarily relevant that it’s potentially coming earlier. It’s an issue with the wording. To say it is within 14 days is not an estimate. Perhaps a changing of the wording is necessary to avoid complications. 

[Alex_H]

@Staples2 I understand what you are saying and thank you for the feedback. We are confident of the timescales we give and the majority of orders will be fulfilled and dispatched within the timescale given by our stock team. 

However there are circumstances that can cause delays in dispatch which may be out of our control which is why we cannot say 100% it will be delivered by a certain date. So we aim to use wording that reflects this such as "usually dispatched within" or expected to dispatch within" rather than "will dispatch by"

It is unusual for a device not to be meet our expected timescales as I say, but we don't want to give the impression of a 100% guarantee when there is a small chance for a delivery to be delayed. As you mentioned though with the change in timescale for the phone you ordered it should hopefully be with you soon.

Alex

[Staples2]

Whilst that is understandable I’m saying that is not what I was told. The exact wording

DIVR Messaging : Thank you, before I go ahead and process the order. I see the Pixel 9 Pro 128GB
will be dispatch in next 14 days. Would that be fine?

So in this case I was told it would come in that amount of time or earlier. Not later. I understand I ordered recently but it’s frustrating being told that the agreed timeframe may now not be accurate. Perhaps more training needed wouldn’t you say.