Returns shambles

Hartfell — Mon, 31 Jan 2022 16:12:53 GMT

I returned an iPhone 13 a week ago because it was the wrong colour using O2's prepaid 24 tracked Jiffy bag. However, it still hasn't been delivered and there is no tracking. I contacted Royal Mail and they said that because O2 had paid for the shipping they had to chase it up and put in any claim. So I phoned O2 and waited for ages then they cut the call. I phoned again and eventually got someone who said they had no record of sending out a Jiffy bag even after I provided the customer service number AND the tracking number. This is either dishonesty or gross incompetence, and I don't know which one is worse. Meanwhile, I am still being charged and don't know what to do. There isn't even an email address where I can send scans of the documents and tracking label/proof of posting. Surely if someone provides a prepaid jiffy they should know how to keep track of it.

Re: Returns shambles

gmarkj — Mon, 31 Jan 2022 16:40:45 GMT

That doesn't sound like great customer service @Hartfell so I'll mention one of o2's staff that work on the community.

Can you help at all @Anonymous @O2Emma ?

Re: Returns shambles

Anonymous — Mon, 31 Jan 2022 18:37:58 GMT

@gmarkj thanks for the tag @Hartfell Will private message you

O2Simon

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Returns shambles

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Re: Returns shambles