iPhone 18 Pro Max 512GB – Ordered in First Hour, Still Waiting After 39 Days

hi ​@Hammyar ,

Did the shop marked the delivery of the phone as completed? Or they send it back, but that will normally lead to a cancallation of the order. It looks like that you might be better of cancelling this order and start a fresh one.

Hi Eric, thanks for your reply.

No device was delivered to me and I did not collect or accept any phone. The store only had an iPhone 18 Pro, while my contract/order is for an iPhone 18 Pro Max 512GB Bordeaux Red.

My original order still appears to be active, so I do not want to cancel it and start again, especially because I placed it within the first hour of pre-orders.

My concern now is whether the incorrect collection notification may have caused the order to be marked incorrectly or blocked somewhere in the system.

Could an Odido moderator please check the internal status of my existing order and confirm whether it is still correctly active and waiting for allocation?

Hi Hammyar, I understand that you’re eager to receive your new phone, especially after waiting so long. I’ll do my best to get to the bottom of this and find out what the current status of your order is. Thanks for checking everything with ​@eric!

To investigate this properly, I first need to verify your details. I’ve just sent you a private message via our moderator account. Once we’ve completed the verification, we’ll continue in this topic and look into your existing order. This way, a colleague will always be able to follow up with you.

I look forward to your reply to my private message!

Hi Demy,

Thank you for your message yesterday.

I sent all the requested verification details privately yesterday, including my phone number, postcode, house number, date of birth and the amount of my last Odido bill.

However, I still haven’t received the promised follow-up about my order.

I understand that moderators may need some time to investigate, but after already waiting 41 days for the phone, contacting customer service multiple times, filing a formal complaint, contacting Facebook support, and now also providing all verification details here, it is becoming extremely frustrating to still have no concrete answer.

You said that once verification was completed, you would continue in this topic and investigate the current status of my existing order.

Could you please confirm whether my verification has been completed and whether my order has actually been checked internally?

At this point, I am simply asking for a clear answer about:

• whether my order is still correctly active;
• whether a device has been allocated;
• whether the incorrect pickup notification caused any issue;
• and when I can realistically expect my iPhone.

I would really appreciate an actual update rather than another general “waiting for stock” response.

Hi ​@Hammyar ,

Please,  this is no chat with customer care, direct customer care is only avaliable by phone. The moderators will have to go first through a multi step identification proces.  Next step will be that you receive a "pincode"  that you need to post in the topic, than they are allowed to look in your personal information. 

Hi Eric,

I understand the process, and I understand that moderators need to verify my identity before they can access personal information.

But that is not really the point I am making.

They asked me for all the required verification details. I sent everything they requested privately. After that, there was no follow-up.

And unfortunately, this is exactly the pattern I have experienced with Odido throughout this entire situation.

Customer service gives generic answers. The store does not answer the phone. I received an incorrect pickup notification and made an unnecessary trip to the store. I submitted a formal complaint. I contacted Facebook support. I contacted the Community. Every time, I am told that someone will “check it,” “look into it,” or “get back to me.”

Then I wait again.

I have now been waiting 41 days for a phone that I ordered within the first hour of pre-orders.

At this point, the problem is not only the delayed iPhone. The bigger problem is the quality of the customer experience and the lack of ownership.

I should not have to chase Odido through phone support, Facebook, X, complaints and the Community just to find out what is happening with one order.

So yes, I understand that verification takes steps. But after I provided everything requested, I expected the process to actually continue.

Hopefully a moderator can now complete the verification and give me a real answer about my order instead of restarting the same cycle again.

Hi ​@Hammyar, as mentioned earlier, and also in a private message, this is not a live chat. We’re doing everything we can to help you as quickly as possible, but we do ask for your patience.

I’ve replied to your private message and sent you a text message containing a code. This is the final step in the verification process, and it will allow us to review your account with you. Would you mind sharing the code with us in this thread? Thanks in advance! 

Hi Manouk,

Thank you for your reply.

I understand that the Community is not a live chat, and I am not expecting an instant response.

My frustration is about the overall situation rather than simply the response time here.

I ordered the phone within the first hour of pre-orders and have now been waiting 41 days. During that time, I have contacted customer service several times, submitted a formal complaint, contacted Facebook and X, tried the store, and also used the Community.

In several of those channels, I was told that someone would check the situation or get back to me, but I still have not received a concrete answer about my specific order.

So when I was asked here to provide all my verification details privately and then did not receive the next step for a while, it felt like the same situation was happening again.

I do understand that verification takes time and that this is not a live chat. I simply want the process to continue so that someone can finally review the actual internal status of my order.

Regarding the verification code: I have already sent it to you privately.

Thank you for helping me complete the verification and look into the order.

​@Hammyar 

Is your order still active?
Most likely. Along with the orders of thousands of other people who also ordered a new iPhone during the first hour of launch. You were early, not unique.

Has a device been allocated to you?
Presumably not. If it had been, you would probably be holding the phone instead of publishing the latest episode of Where Is My iPhone?

Did the incorrect pickup notification cause an issue?
Apparently, mainly an emotional one. Nobody here can determine its administrative impact without checking the internal system, no matter how many times the question is reformulated.

When can you realistically expect your iPhone?
When Odido receives enough stock and your order reaches the fronnt of the queue. You ordered a highly sought-after iPhone at launch, not an emergency organ transplant.

Waiting 41 days is frustrating, but ordering within the first hour did not grant you a personal device, priority status, or a dedicated Apple production line. Demy and Odido can check the order.  she cannot manifest an iPhone from thin air.

Somewhere, another customer also ordered in the first hour and is convinced he’s first in line. When you two finally meet, please don’t argue over who clicked faster. Neither of you has a phone to check the time.

Good luck my friend!

All sarcasm aside: I know it's difficult to wait this long ,but try to understand that Odido also has its processes. I'm sure youll get your phone eventually.

Thanks, my friend. That was an impressive amount of confidence for an answer containing “most likely,” “presumably,” “probably,” and “nobody here can determine.” 😂

So, just to make sure I understood correctly:

You don’t know whether my order is active.

You don’t know whether a device has been allocated.

You don’t know whether the incorrect pickup notification affected the order.

You don’t know when the phone will arrive.

But somehow you managed to write an entire comedy special explaining all four to me. Impressive. 😂

The funniest part is that while you were explaining to me how “Odido has its processes,” Odido themselves confirmed that my order is now outside the stated delivery period and opened an internal investigation to check exactly the things I was asking about.

So apparently my questions weren’t quite as ridiculous as your organ-transplant analogy suggested.

And don’t worry, I never expected Demy to “manifest an iPhone from thin air.” I expected Odido to check an overdue order in their system.

Wild concept for customer service, I know.

As for the other imaginary customer who ordered in the first hour: if I ever meet him, I promise we won’t argue about who clicked faster. We’ll probably just compare how many Superusers confidently explained our orders without actually being able to see either of them.

All sarcasm aside: thanks for confirming, in a very entertaining way, that you don’t actually know the status of my order.

I’ll wait for the people who can check it.

Hi Hammyar, thank you for the verification code. I've looked into your order immediately. The expected delivery times for the Apple iPhone 18 Pro Max 512GB Bordeauxrood was 2-3 weeks when you ordered it. I see that the delivery times changed to 3-4 weeks, and now 4-6 weeks. The original 2-3 weeks have passed, so I assumed that something went wrong here, because you should've already received it a few weeks ago. I've contacted my colleague from Supply Chain Management, and I see that my colleague Nora from Facebook also reached out to them to investigate this. I want to be very transparent with you about what happened. We can see that your order was sent to the Odido Shop on the 16th of September. However that phone was sold on the 19th, but to another customer. I'm very sorry about this mistake. I don't know how this could've happened. There's 2 things we can do:

1. You can contact my colleagues from Telesales on 0800-7123. They cancel your current order and place a new one.
2. Or you can go to the specific Odido Shop, and ask them to fix this. I'm not sure if they can, but from what I hear is that they will have to fix it for you. I can't promise anything, but you might be 'lucky’ if they have an iPhone 18 Pro Max 512GB Bordeauxrood

I wish I could give you better news, but this is the situation that we're in. There was a mistake in the Odido Shop. I apologize. Please let me know which of the two options you choose. I'd love to be involved in this matter until it is solved for you.

Thank you for investigating this and for being transparent about what happened.

However, there is one very important point that makes this situation even more serious.

You have now confirmed that the phone connected to my order was sent to the Odido Shop on 16 September.

I personally went to that same shop on 18 September, after receiving a notification from Odido telling me that my phone was ready for collection.

When I arrived, I was told that my iPhone 18 Pro Max 512GB Bordeauxrood was not there, so I left without receiving any device.

You are now telling me that this phone was then sold to another customer on 19 September — the following day.

So I need Odido to explain this:

If my phone had already been sent to the shop on 16 September, why was I told on 18 September that it was not there when I came to collect it?

And how was that same phone then able to be sold to another customer on 19 September?

This is clearly not simply a case of me waiting for Apple to deliver new stock. A device for my order had already been sent to the shop, I came to collect it, I was not given it, and it was subsequently sold to somebody else.

I therefore do not accept cancellation and placing a completely new order as the solution. I should not lose my original order date, queue position or contractual conditions because of an internal Odido/Shop error.

I would like Odido to correct the mistake on my existing order.

Please escalate this to Supply Chain Management and the responsible Shop and arrange for the next available iPhone 18 Pro Max 512GB Bordeauxrood to be allocated to my existing order as a priority correction.

Please also investigate what happened between 16, 18 and 19 September, because the timeline now provided by Odido raises a very clear question about how my device was handled.

I have been waiting since 12 September because of an error that was not caused by me. I am asking Odido to take responsibility for that error and resolve it without putting me back at the beginning of the queue.

Please do not cancel or modify my existing order without my explicit agreement, and please keep this investigation open until a proper solution has been arranged.

Hi Hammyar, I completely understand your questions. I'm afraid I can't answer them properly. The good news is that the specific Odido Shop has guaranteed me and Gijs (the colleague that you've spoken to on Facebook) that they will take ownership of your order and that all further communication will go through them from now on. They will update you. Please feel free to let me know once everything is solved for you. 

Thank you for your reply.

You told me very clearly that the shop had guaranteed you and Gijs that they would take ownership of my order and resolve this situation.

After what happened at the shop today, I have to say that I no longer understand what “taking ownership” is supposed to mean.

Yesterday, I personally visited the shop and was specifically told to come back today because a new shipment would be arriving.

I returned today exactly as instructed.

At first, I was simply told there was nothing for me.

Then I was offered a 256GB model, despite the fact that my contract and order are for an iPhone 18 Pro Max 512GB Bordeauxrood.

After I refused a lower-capacity phone that I never ordered, I was effectively told that my other option was to go home and continue waiting indefinitely.

What made the situation even more unacceptable was what I was then told by the employee.

He told me that he could “see if he could find something left over” or perhaps a device from a cancelled order.

At the same time, I was told that although a new shipment had arrived today, he could not give me a device from that shipment.

I find that extremely difficult to understand.

Odido has already established that my own device reached this shop, was incorrectly linked to another number, was not given to me when I came to collect it, and was subsequently sold to another customer.

So why, after Odido’s own mistake and after more than six weeks of waiting, am I now being told that I can only hope for a leftover device or somebody else’s cancelled order, while newly arrived stock is apparently unavailable to correct the mistake made with my order?

That is not an acceptable resolution.

I also asked to speak to the store manager because this clearly requires somebody with authority to take responsibility. I was told that the manager had already left.

I now also want to formally raise another concern.

Based on the way I was spoken to and treated during my visits to this shop, I am seriously concerned that I may have been treated differently and unfairly. I do not make an allegation of discrimination lightly, but the way this situation has been handled has left me genuinely questioning whether discriminatory treatment may have played a role.

I therefore want Odido to take this concern seriously and review the way I was treated by the staff involved, including the circumstances surrounding my visit, the refusal to provide the device connected to my order, and the way my case has subsequently been handled.

The facts are now very simple:

I ordered the iPhone 18 Pro Max 512GB Bordeauxrood on 12 September.

My device reached the shop.

I came to collect it.

I did not receive it.

It was then sold to another customer.

Odido acknowledged that this was an internal error.

The shop then guaranteed Odido that it would take ownership of my case.

I returned to the shop again, as instructed.

And today I was offered either the wrong 256GB device, the possibility of some “leftover” or cancelled device, or an indefinite wait — while being told that the new shipment that arrived today could not be used to resolve my case.

This is completely unacceptable.

To be absolutely clear:

I will not accept a 256GB device.

I will not cancel my existing order.

I will not place a new order and lose my original position.

I will not accept being sent home to wait indefinitely for a problem caused entirely by Odido.

And I do not accept that a customer whose device was wrongly handled and sold to somebody else should now be treated as though he is waiting for whatever happens to be left over.

I am asking Odido to intervene now.

Please escalate this immediately to the responsible store manager, Supply Chain Management and, given my concern about the treatment I received, the appropriate complaints/customer-care management team.

I want:

1. Written confirmation that my original order from 12 September remains fully active and retains its original position.
2. The next available iPhone 18 Pro Max 512GB Bordeauxrood to be allocated to my existing order as a priority correction of Odido’s mistake.
3. A clear explanation of why newly arrived stock could not be used to correct my case while I was being offered a leftover or cancelled device instead.
4. A concrete plan and timeframe for resolving my order.
5. A formal review of the way I was treated at the shop and my concern that I may have been treated differently or unfairly.

At this stage, another apology is not enough.

I have cooperated, waited, contacted multiple Odido channels, visited the shop repeatedly, and followed every instruction I was given.

Odido has already admitted what went wrong.

Now I expect Odido to actually correct it.