topic Re: Store Click & Collect Orders - Update in Welcome & News

Store Click & Collect Orders - Update

Chris_K — Fri, 14 Aug 2020 15:21:30 GMT

LATEST UPDATE:

O2 Stores are back open now. From Tuesday 11 August across the UK, Click & Collect and Click & Collect Today will be back.

Hey all,

We know the COVID-19 crisis has caused some uncertainties and one of those is around Click & Collect, or Click & Collect Today orders. As many of you know, in-line with Government guidelines we have closed all O2 stores across the country, so we understand we have some customers who are now unable to collect their orders. We now have an update we’d like to share with you.

I’m a new customer

We want to get your order to you, so we’ll deliver instead to your billing address. You will receive a text message from us from tomorrow confirming this address, and we’ll dispatch your order as soon as possible. Watch out for an email or text confirming when it’s on the way.

For safety, fraud and security purposes, you will not be able to give us an alternative address for delivery.

I’m an existing customer

We want to get your order to you, so we’ll deliver instead to your billing address. You will receive a text message from us from 30 March to re-arrange delivery. We’ll dispatch your order as soon as possible, so watch out for an email or text confirming when it’s on the way.

If your billing address isn’t suitable, you will have 24 hours to give us a new delivery address from when you receive this text. If this applies to you, the text will have instructions on changing the delivery address.

I’m a new/existing customer and pre-ordered, but it wasn’t ready to collect

Though one of the above will apply to you (whether you’re a new or an existing customer), the exact day of delivery is TBC and is fully dependant upon stock levels, as would have applied before our stores closed. As soon as your order is ready for dispatch, you will receive an email or text with confirmation.

No longer want your order, or want to return it?
Once delivered, you will need to follow our returns process.

Re: Store Click & Collect Orders - Update

Cleoriff — Fri, 27 Mar 2020 21:18:21 GMT

Thanks for this welcome info @Chris_K

Re: Store Click & Collect Orders - Update

jonsie — Fri, 27 Mar 2020 20:35:37 GMT

It certainly helps @Chris_K

But.....when are O2 going to change the crazy way of trying to cancel when a device hasn't been sent out yet?

Re: Store Click & Collect Orders - Update

victorjp — Wed, 01 Apr 2020 12:33:28 GMT

Dear o2 Social Media Team,

Chris_K- Thank you for your speedy response. It was mentioned customers will be contacted 30th of March for arranged delivery. Could you please advise when I will be contacted.

Many thanks

Victorjp

Re: Store Click & Collect Orders - Update

MI5 — Wed, 01 Apr 2020 12:34:19 GMT

@Chris_K ?

Re: Store Click & Collect Orders - Update

jonsie — Wed, 01 Apr 2020 12:35:21 GMT

The only contact you will get is a dispatch email. Social media team won't be able to give you any more info.

Re: Store Click & Collect Orders - Update

Chris_K — Wed, 01 Apr 2020 12:51:37 GMT

As you mentioned 30 March, I assume you're an existing customer. That being said, those messages were being sent out from Monday so it may take a few days for our team to get around to all of these. If you give it another day or so, you should get an update by then. If you've already had the messages to arrange delivery, it won't be possible to confirm exactly what day your order will arrive - but as soon as it is dispatched, you'll be sent a notification confirming this.

Re: Store Click & Collect Orders - Update

Cleoriff — Fri, 14 Aug 2020 10:43:02 GMT

@Chris_K

Pleased to see Click and Collect is now back and working as from today.

Re: Store Click & Collect Orders - Update

Marjo — Fri, 14 Aug 2020 15:24:01 GMT

@Cleoriff wrote:

@Chris_K

Pleased to see Click and Collect is now back and working as from today.

Thanks @Cleoriff

I've just made a little edit to specify that Click & Collect is back UK-wide.

Re: Store Click & Collect Orders - Update

gmarkj — Thu, 07 Jan 2021 12:44:14 GMT

Can we get an update on this now we are again locked down @Chris_K @Marjo @LukasB @TheresV?

Re: Store Click & Collect Orders - Update

LukasB — Thu, 07 Jan 2021 12:45:33 GMT

Thanks for the tag @gmarkj - will double check and get back to you guys.

Re: Store Click & Collect Orders - Update

Cleoriff — Thu, 07 Jan 2021 13:12:10 GMT

Thanks @LukasB

Currently we are telling people that O2 will be making arrangements for a home delivery (as happened during the last lockdown)

Re: Store Click & Collect Orders - Update

Chris_K — Thu, 07 Jan 2021 13:28:06 GMT

Latest on Click & Collect
Our Click & Collect and Click & Collect Now service has been switched off for all stores except those in Wales, which remain open as network operators in Wales have been granted Essential Retail status.

Where customers have already placed Click & Collect orders being sent to stores which are now closed, we’re changing the delivery address from the store to the customer’s billing address on the account when the customer placed the order. This can’t be changed and will happen automatically. Customers will receive an SMS to let them know this is happening.

Click & Collect orders currently awaiting collection from a closed store will be sent to the customer’s billing address over the next few days.

Changes to our return process
Customers who purchased within a store within the last 14 days can still return this via our website. If you want to arrange a return online, visit www.o2.co.uk/returns to arrange this.

Re: Store Click & Collect Orders - Update

gmarkj — Thu, 07 Jan 2021 13:48:40 GMT

Thanks @Chris_K. Will let people know.

Re: Store Click & Collect Orders - Update

jonsie — Thu, 07 Jan 2021 13:49:29 GMT

Thanks for the update @Chris_K

Re: Store Click & Collect Orders - Update

Cleoriff — Thu, 07 Jan 2021 14:58:36 GMT

Thanks @Chris_K