topic Re: O2 - You're so FRUSTRATING! in Discussions & Feedback

O2 - You're so FRUSTRATING!

Mark_1980 — Fri, 31 Jul 2015 07:50:30 GMT

Sorry, but I need to rant.

I ordered an iPad Air 2 from the O2 website yesterday. I selected to collect it from my local store.

I placed the order, and was told that the iPad would be available for collection from Friday 31 July.

I passed the credit check, and received my order confirmation (again stating that the iPad could be collected on Friday 31 July).

I missed a call from O2 earlier, so I called them back. The CS Advisor put me on hold while she checked my order and then came back to me to say that the iPad was OUT OF STOCK (despite me having received an email confirmed that I could collect it on Friday 31 July)..

Seriously O2, you're ordering process is majorly flawed. Why confirm to someone that they can collect their order on a certain date when it's not even in stock..??

So, I've now cancelled the order. O2 have lost £804 in contract revenue and I'm going elsewhere. Grrrrr!

Re: O2 - You're so FRUSTRATING!

Mark_1980 — Fri, 31 Jul 2015 07:50:41 GMT

*your not you're.. Damn auto correct!

Re: O2 - You're so FRUSTRATING!

MI5 — Fri, 31 Jul 2015 07:50:51 GMT

It's not uncommon.
Search the forum and you will see.....

Re: O2 - You're so FRUSTRATING!

jonsie — Fri, 31 Jul 2015 07:51:00 GMT

Same old story when ordering online, this happens far too often. I'm presuming you are still awaiting a refund.....

Re: O2 - You're so FRUSTRATING!

Cleoriff — Fri, 31 Jul 2015 07:51:12 GMT

Terrible practice by O2 and oh so common...Take your money....and either do or don't let you know it's out of stock...but hey who cares...they have your money and you don't. Probably not illegal but totally immoral

Re: O2 - You're so FRUSTRATING!

Peanut — Fri, 31 Jul 2015 07:51:23 GMT

I always go to the store if I want to order anything. Usually all done in 20 mins or so and you can wLk out with whatever you've ordered straight away, usually.

Re: O2 - You're so FRUSTRATING!

Anonymous — Fri, 31 Jul 2015 07:51:34 GMT

Once again O2 get to keep the vast amounts of interest they gain from this malpractice.

Letting you wait for the refund no doubt.

Report it to trading standards. It happens so often that if everyone does it they'd have to look into it.

Re: O2 - You're so FRUSTRATING!

Mark_1980 — Fri, 31 Jul 2015 07:51:54 GMT

It's ridiculous!

If I order something "click and collect" with, say Argos, it's there.

If I do the same with Next, it's there.

Same with CPW, same with just about any other high street retailer so why not o2..?

Ah well, their loss. I didn't pay anything up front, so I'm not owed any money. O2 on the other hand have just lost themselves over £800..

Re: O2 - You're so FRUSTRATING!

jonsie — Fri, 31 Jul 2015 07:52:05 GMT

Ordering online is a total nightmare. Until they come up with a live stock system this will keep happening. All the companies you mention have a live stock system and know exactly at any given time exactly how many items they have and in which store they are located.

Re: O2 - You're so FRUSTRATING!

Mark_1980 — Fri, 31 Jul 2015 07:52:19 GMT

Would anyone from O2 (? @Toby) like to comment on this? Why IS the online ordering process so unfit for purpose? Why do O2 think it's ok to take peoples' money (not mine this time, thankfully) before telling them that the item they ordered (and which was apparently in stock at the time of ordering) now not available..?

What an absolute joke.

Re: O2 - You're so FRUSTRATING!

Cleoriff — Fri, 31 Jul 2015 07:52:29 GMT

@Mark_1980 wrote:
It's ridiculous!

If I order something "click and collect" with, say Argos, it's there.

Take your point......I have today reserved 3 items from Argos...and picked them up at 5pm. Paid for them when I collected as well... Terrible ordering system by O2

Re: O2 - You're so FRUSTRATING!

Mark_1980 — Fri, 31 Jul 2015 07:53:00 GMT

Exactly @Cleoriff!!

And if the item isn't in stock, you're told WHEN YOU PLACE THE ORDER!

It's a big middle finger up to O2 on this one, I'm afraid. Right, I'm off to lie down

Re: O2 - You're so FRUSTRATING!

Cleoriff — Fri, 31 Jul 2015 07:53:10 GMT

@Mark_1980 Maybe you want to ask this question at the Virtual Interview session...

http://community.o2.co.uk/t5/Welcome-News/O2-Network-Update-Virtual-Interview-06-08-15/m-p/899578#M13317

Re: O2 - You're so FRUSTRATING!

viridis — Fri, 31 Jul 2015 07:53:18 GMT

It's because O2 retail and O2 online are separate companies.
The order must be delivered from online stock and same with returns etc, the store only act as middle man when dealing with online orders.
Still bloody pointless tho.

Re: O2 - You're so FRUSTRATING!

jonsie — Fri, 31 Jul 2015 07:53:27 GMT

There really is no excuse. There were literally dozens of people complaining on here about the same thing at the last iphone launch and no doubt at the next one.

Re: O2 - You're so FRUSTRATING!

MI5 — Fri, 31 Jul 2015 07:53:36 GMT

The biggest problem is that (rightly so) everyone assumes the O2 online system to be a live system, the same as Argos, Next CPW etc, but it isn't. No excuses not to have one these days though at all.

Re: O2 - You're so FRUSTRATING!

Anonymous — Fri, 31 Jul 2015 07:53:46 GMT

I know this is frustrating and tnis happens with a lot off companies and across industrys.

A lot of the time its because people will reserve an item to be collected but then never turns up for it so they over sell and compared with the number of sales they do this will only happen to 5% of orders.

This is a common and well known practice and has become a part of live these days.

Other reasons might be manufacturers not keeping to deadlines, batches being recalled, you never no the van delivering your phone to the local store might have beeb involved in an RTC and broken.

Things happen thats life,

the ordering system is "fit for purpose" as 1000 of people use it with out issue, its just something went wrong this time

As for having to wait for a refund this the banks not O2, the banks take at least 4 working days to process a refund some banks even longer upto 10 working days.

Re: O2 - You're so FRUSTRATING!

Cleoriff — Fri, 31 Jul 2015 13:52:10 GMT

With due respect @Anonymous you are new to the forum so perhaps have not had the time to read the 100's of posts on here where people are complaining of exactly the same thing. The O2 ordering system is not fit for purpose as you infer...purely because it isnt a live stock system like so many other big companies have installed....:smileywink:

Re: O2 - You're so FRUSTRATING!

gindygoo — Fri, 31 Jul 2015 13:52:22 GMT

@Anonymous as above.. As you're very new to these fora, you'll not have seen the hundreds of dissatisfied folk that this happens to..!

Trust me it's not a one off issue and really does need addressing urgently.

Nice to see someone sticking up for o2.

Re: O2 - You're so FRUSTRATING!

Mark_1980 — Fri, 31 Jul 2015 13:52:32 GMT

Going to pop into the store this morning. If they can do the same deal as I got online, then maybe I'll get one.. Last chance O2!!