topic Order in Dispatch process for 5 days payment taken? in Pay As You Go

Order in Dispatch process for 5 days payment taken?

danste237 — Tue, 24 Apr 2018 08:37:54 GMT

I am experiencing some problems and wondered if anyone was experiencing the same issues, I purchased a Pay as you go phone from O2 online last Thursday evening, was taken to a web page that said what happens next, and it stated my phone will be delivered on Friday bettween 8am and 10pm, waited for the text on friday for delivery details, they never arrived, all I have is the order number with no other confirmaton except payment I have contacted o2 CS and was advised on Friday, Saturday, Monday, and today it is in a so called Order Dispatch Process, I explained that I have had a friend who orderd hers last Wednesday and it was delivered Thursday, I feel Customer Services are sending me around in circles and I cant keep taking days off hoping that the phone will turn up, any advise would be greatlly welcome right now as o2 seem to be ignoring my issue and tell me that until it completes this stage there is nothing they can do, not even a refund as the payment for the phone has already been taken as cleared funds and showing on my bank account as paid. Has anyone had there problems resolved yet if they have experienced this problem.

Re: Order in Dispatch process for 5 days payment taken?

Cleoriff — Tue, 24 Apr 2018 08:50:39 GMT

Hi @danste237 The only route open to you is to continue with CS ...You can of course make a complaint

https://www.o2.co.uk/how-to-complain

Bottom line you have paid for a phone and it's O2's responsibility to sort it out. It may be out of stock you see

Re: Order in Dispatch process for 5 days payment taken?

danste237 — Tue, 24 Apr 2018 09:06:33 GMT

Thanks for your reply, CS have informed me it was picked on Friday and that it would be delivered Monday as it wouldnt make UK mail by Saturday, but since then it is an apparent Order Dispatch In Progress status, So mainly wondered if anyone had experienced this as done alot of searchs online and cant find anyone mentioning about this process,

Re: Order in Dispatch process for 5 days payment taken?

MI5 — Tue, 24 Apr 2018 09:14:26 GMT

There are many similar complaints on here.
Keep chasing customer services as it is their responsibility to resolve it for you.

Re: Order in Dispatch process for 5 days payment taken?

jonsie — Tue, 24 Apr 2018 10:36:38 GMT

In progress usually means that the phone hasn't yet been picked from stock or that there is no stock available. O2 do not have a ive stocking system so someone needs to physically check stock.

Re: Order in Dispatch process for 5 days payment taken?

danste237 — Tue, 24 Apr 2018 10:44:44 GMT

Thanks I thought that might of been the case but my confusion is that the CS rep I spoke to on Friday it had been picked and was awaiting dispatch, still awaiting a phone call back from them that is due by 12pm by a Manager see what they say, it would be nice to be told if it isnt in stock, I also forgot to mention I have recived no emails what so ever about the order only to register for my o2, thank you to all your advice I will update once I hear further information

Re: Order in Dispatch process for 5 days payment taken?

MI5 — Tue, 24 Apr 2018 10:49:49 GMT

You will get a dispatch email when it leaves O2 with your tracking details on it http://www.o2.co.uk/help/phones-and-devices/how-to-track-your-order#qs

Re: Order in Dispatch process for 5 days payment taken?

Cleoriff — Tue, 24 Apr 2018 10:55:27 GMT

@danste237 wrote:
Thanks I thought that might of been the case but my confusion is that the CS rep I spoke to on Friday it had been picked and was awaiting dispatch, still awaiting a phone call back from them that is due by 12pm by a Manager see what they say, it would be nice to be told if it isnt in stock, I also forgot to mention I have recived no emails what so ever about the order only to register for my o2, thank you to all your advice I will update once I hear further information

Just keep pushing CS @danste237 In fact, make a nuisance of yourself.

You need an advisor who will take ownership of your issue and get it sorted for you. Best of luck and welcome to the forum

Re: Order in Dispatch process for 5 days payment taken?

Bambino — Tue, 24 Apr 2018 11:16:46 GMT

@danste237 Unfortunately, I've lost count of the number of times I've read that people will get call backs from managers that never come. Yours will probably be the same. You are now in limbo in dispatch hell, and the only thing you can do is to press customer service for an answer and lodge a complaint. Sorry for your plight, but that's the best advice we can offer. Good luck. Hope you get it sorted soon.

Re: Order in Dispatch process for 5 days payment taken?

danste237 — Tue, 24 Apr 2018 11:30:45 GMT

Well the phone call came at 12:02 pm but not from the Manager yesterday but by another CS Rep who was advising me that they are still waiting for the 2 departments, to communicate with each other, and that the manager I spoke to yesterday is still following it up and to insure me that they will be in contact at some point later today,

Re: Order in Dispatch process for 5 days payment taken?

Cleoriff — Tue, 24 Apr 2018 12:20:24 GMT

@danste237 wrote:
Well the phone call came at 12:02 pm but not from the Manager yesterday but by another CS Rep who was advising me that they are still waiting for the 2 departments, to communicate with each other, and that the manager I spoke to yesterday is still following it up and to insure me that they will be in contact at some point later today,

Talk about feeding you a line @danste237!

What on earth do they mean by 'waiting for the two departments to communicate with each other'?

Very poor service indeed. I just hope these 'two depts' pull their fingers out and honour their obligation to you ..

Re: Order in Dispatch process for 5 days payment taken?

jonsie — Tue, 24 Apr 2018 13:33:15 GMT

They either have stock or not. What a ridiculous state of affairs....

Re: Order in Dispatch process for 5 days payment taken?

danste237 — Tue, 24 Apr 2018 17:24:44 GMT

It seems a manager has taken reponsibility and has just called after me waiting all day to advise me they have some information from supply chain but unfortunatly it was just to say they need to further investagate this and will be in contact at some point tomorrow when they know more so phone still sat in order dispatch process for another night, only nealrly a week since it was paid for and yet no one knows what is happening and havent done for the last 5 days, I am going out my mind now this is seroiusly bad customer service. I have filed a complaint but thats going to take three to five days to look at will I ever get what I paid for

Re: Order in Dispatch process for 5 days payment taken?

RedRoseMatt — Tue, 24 Apr 2018 17:54:07 GMT

I have had exactly the same issue phone ordered and paid for on Thursday, delivery on Friday between 8am and 10pm. Not arrived.

Customer service caiming it is 'in dispatch'. 45 minutes on phone to customer service yesterday, 50 minutes today. Both occasions customer service agent promised to call me back with an update at 4pm. No calls came. I have raised a complaint, which has not yet been acknowledged.

Remarkably poor customer service

Re: Order in Dispatch process for 5 days payment taken?

danste237 — Tue, 24 Apr 2018 18:13:18 GMT

Without being rude it is nice to finally not be the only one that has this issue, can you keep me update if you have any sucess and any answers to whats happenig

Re: Order in Dispatch process for 5 days payment taken?

MI5 — Tue, 24 Apr 2018 18:20:36 GMT

Have you both ordered the same make of phone?

Re: Order in Dispatch process for 5 days payment taken?

jonsie — Tue, 24 Apr 2018 21:50:21 GMT

Online or over the phone ordering is just a total lottery these days. Shame on you O2!

Re: Order in Dispatch process for 5 days payment taken?

danste237 — Wed, 25 Apr 2018 17:45:15 GMT

Well an update to this issue and well I escalted it yesterday to the Cpmlaints team as I was informed yesterday evening that the departments haven`t responded as yet and they would be in contact today, well just after 12 this lunchtime I get a text message saying that the complaints team will be calling soon, a while later I have a phone call from the complaints team who went through everything and he said that they belive it was a complete system crash and that he was going to look into cancelling it but would personally update me daily by email to see what he could do, I suggested that as soion as he can cancel the order they would then generate a new one and send it out but until this order could be cancelled they couldnt do much, he said he had sent some emails and would be expecting a reply in the next 48 hours, WELL NOW TO THIS EVENING, and about 10 minutes ago i suddenly get a text saying that my orginal order has been dispatchged and I can check with UK mail as I now have a consignment, Well this was successful and they say its being deleivered tomorrow, I know they have them in stock as he checked while i was opn the phone earlier and has also sent an email confirming that they have sent a cheque with an amount for compensation for the delay lets hope they both turn up especially the handset tommorrow will update when it arrives, but something surely seems to have kicked them into gear so my advise, keep bugging Customer services, Thank all for your advice and lets see if it arrives, fingers crosssed

Re: Order in Dispatch process for 5 days payment taken?

danste237 — Wed, 25 Apr 2018 17:48:28 GMT

Have you heard anymore about your order finally looks like they are sending it for delevirey tomorrow

Re: Order in Dispatch process for 5 days payment taken?

Cleoriff — Wed, 25 Apr 2018 18:10:57 GMT

Good news @danste237 Hope everything turns up as expected