O2 - You're so FRUSTRATING!

[Mark_1980]

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!

[jonsie]

It's such a shame that you had to go to CPW but glad you got what you wanted.

[Cleoriff]

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@Anonymous wrote:

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Why has my comment been edited?

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@Anonymous It was only the thread title which was edited....It had about 15 exclamations marks initially now just has one

[Cleoriff]

Really pleased you got what you wanted @Mark_1980 even though it was from CPW not O2...oh and also happy to read you got some sunshine

[Anonymous]

Hi,

Very similar experience to mine. Ordered a new Ipad air online and paid £3.99 for next day afternoon (12-6pm) delivery as I knew I'd be home. 6pm came and went with no delivery. Called customer services, spoke to a girl who said that 12-6 window was an estimate (!!) and driver could make delivery up till 8pm. Guess what? 8pm came and also went and the order failed to materialised.

Spent another 40min on hold waiting to speak to another customer service employee who was just useless. Kept asking me for a tracking number and I kept telling him I didn't have one. Just had the order number. Finally he realised he could still track my order with that ref. Couldn't find my delivery with any of their usual couriers. Then put me on hold again to speak to someone at Royal Mail. Apparently, they've had issues with their tracking numbers today... they also couldn't reach the driver to know what was going on.

I had to ask for the £3.99 refund that I paid for a service they failed to provide. It's obviously not about the money but more a question of principles! He should have offered straight away.

Then told me to ring Royal Mail myself the next and just tell them my story and that they'd sort me out. Didn't provide any info such as best contact number etc.. At this rate, I'll be lucky if I get my order by Thursday next week. I'm so close to ring them back tomorrow and cancel the whole thing. O2 doesn't give a damn about their customers. I have been with them for 8 years. Have 2 phones contracts with them and I'm so fed up with their poor network coverage and abysmal customer services that I might just start looking into a new provider...

Sorry, needed to vent!

[jonsie]

No apologies necessary, it would make anyone angry. At least you have a chance of getting it, with UK Mail it would be untraceable and lost forever.

However, that said, it's O2's responsibility to deliver the phone to you and they should be doing the detective work. It's certainly not for you to do the calling and chasing Royal Mail. Customer service at it's worst.

[Anonymous]

Actually, it is with UK mail, don't know why I wrote Royal Mail....so now I'm scared I'll never get it!!

I don't mind calling them myself to be fair because I don't think I have the patience to wait 30 min on hold before getting anyone at O2.

If it is not sorted tomorrow, I will make formal complaints with O2 and UK Mail and cancel my order.

[viridis]

Mine got "routed to wrong depot"
It's just BS to buy time when busy.

[jonsie]

Oh dear, UK Mail....

Hope you get it sorted in the morning, let us know how you get on please. Good luck.

[Cleoriff]

Actually @Anonymous Until you receive your goods it is the responsibility of O2 NOT UK Mail. I know it's so damn frustrating but it is O2's job to chase up your goods. Appalling that you paid extra for a specified delivery time

[Anonymous]

Thanks for letting me know.

The guy I last spoke to at O2 was dreadful and first said he wasn't sure my order had been dispatched. Once he confirmed that it had been, he pretty much washed his hands off the situation saying the issue was with UK Mail and to contact them directly.

I told him I didn't have a tracking number to provide and he said "Oh, well, just tell them your story and they'll find you with your name and post code"

Thank you for clarifying the fact that actually, O2 is still responsible for this matter. Irrelevant of what happens with UK Mail tomorrow, I will make a formal complaint with O2 tomorrow as I found their way of dealing with this really poor.