I saw the nokia 620 was on offer on Wed and thought it would make a nice impromptu gift for the wife, and timed nicely with valentines, she's on orange but looking to change, so I order, get confirmation, get dispatch confirmation and then a text with a time slot.
I check before work and it's on the van for delivery.
I tell her to wait in for a surprise and then get back after work to find nothing - check tracking, and it shows "STOP-DELIVERY" so I phone first thing the next day to be told O2 had requested it was stopped and returned to O2. The money's already out of my account and the address on the invoice is correct.
I'm a bit annoyed that no one phoned or emailed me to tell me they had recalled my order so I get onto the online help.
They look and say all they can see is it's not been delivered and to phone a premium rate 0844 number for sales. I'm vodafone so that's about 34p/minute.
I get through and get put on hold, after 10 minutes on hold I give up and try again, that's £3 wasted. This time I get through quickly but they can't find my order, after a few minutes they find it by searching on the new 02 number I'd been allocated, so off they go to find out. 10 minutes later they apologise for the delay and I state the call is costing me 34p a minute and they ask if I could use an o2 phone to call instead.... Which I would have if the o2 phone I ordered had turned up.
After a total of over 40 minutes on hold they get back and say they might have made a mistake and that it'll be returned to them and I'll get a refund, so sorry and was there anything else I wanted.
I explained that it was a one day only offer and that I had now spent over £15 on phone calls trying to find out where my phone was. they didn't seem too sure what to do, so I gave them my number and asked them to look into it and call me back, but I've heard nothing back yet 😞
I understand mistakes happen, so I guess my feedback is if you don't want to loose new customers you might want to look into having a sales team that's not on a premium rate number or who can offer to calling people back swiftly.
I'm £15 out of pocket and have no idea if I'm going to end up with a phone or not.
