O2 are the worst EVER! Ordering Moto 360

[Anonymous]

Ok, 3 days ago I tried to pre-order the Moto 360. I tried online and got this error;

Oops, your order hasn’t been submitted.

We’re sorry but something went wrong when we tried submitting your order and it hasn’t been completed. Please try again later.

I tried later. I tried lots of times. I tried different PC's. Different browers. Tied from my phone brower. Fail after Fail. I tried different credit cards.

I tried calling the sales line, to let them try. Failed.

Each time you try over the phone, you need to give them a different email address. I have given them 9 emails in failed attempts.

The Moto 360 costs £199. When I called my credit card companies to see if there is any issues they said no. Both card are fine. One Visa one Mastercard, no blocks, no issues. They also said, that they could see THREE authorised O2 transactions on each card. So O2 have stolen £1200 of my credit balance and not even given me an order!

I have spoken to O2 via phone and chat. Told them what has happened and they do nothing. They say unless they see and order they can't do anything. Apparently, and this is a joke to me, you give them your card details, they can make a charge on your credit card, a valid one and get an authorisation code from the bank that the transaction was good. But then, if their system fails and there is no order, they dont even keep a record of this charge on your account. They have absolutely no idea about it and have no person in the O2 than can investigate anything to do with card charges. So they can happily rack up £1200 of transaction on your cards and have no record of even doing this, none!!! unbeleivable. Sounds like fraud to me. How can they not keep a record of charges they raise aginst a customer??? They say they have no order and that is why? That has nothing to do with it! if they make a charge on a customers card they should be keeping a record of this, regardless of wether they f**k the order part up or not, they should still be able to know they charged a card.

So, 3 days of trying, by numerous methods. I still have no order. I have £1200 of transactions on my cards. O2 have not even got any visability of the transactions, even though they placed the transactions on my 2 banks using card details I provided O2.

I wanted to pre-order this to get it early. Impossible with O2. They are clueless.

They are the worst, most unprofessional company I have ever had to deal with.

[Anonymous]

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@Anonymous wrote:

Have courier update;

Booking Information

Collected: 05/10/2014

Booked: 05/10/2014

Expected delivery date: 06/10/2014

So... maybe tomorrow?

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Mike did it arrive today?

EDIT:  By the way, those still waiting, don't expect anything until nearer November.  Just spoke to customer services and they're not expecting stock until late October...

Also I was told that a refund is processed within 24 hours and it can take 5-7 days to appear in your account.

[Anonymous]

Hello

I've been following this thread as i placed my order with O2 on the 2nd and it was delivered this morning.

I ordered through the mobile site which came with an error message after entering card details. However the confirmation still came through.

So just to let you know there is some stock and orders are being dispatched.

[jonsie]

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@Anonymous wrote:
Hello

I've been following this thread as i placed my order with O2 on the 2nd and it was delivered this morning.

I ordered through the mobile site which came with an error message after entering card details. However the confirmation still came through.

So just to let you know there is some stock and orders are being dispatched.

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That's good to know, thanks for the information. Hope this helps people who have ordered or tried to order.

[MI5]

When do we get a review ?

[Toby]

Hi guys,

Sorry for the confusion around this. Due to unexpected demand, we have run out of stock of the watch online and by phone. Rest assured, we’re doing all we can to make sure more stock is available as soon as possible for those who have pre-ordered the device. You’ll also get a text/email to let you know when this will be happening. We hope to receive further stock within 3-4 weeks for online & phone orders

[Cleoriff]

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@Toby wrote:
Hi guys,

Sorry for the confusion around this. Due to unexpected demand, we have run out of stock of the watch online and by phone. Rest assured, we’re doing all we can to make sure more stock is available as soon as possible for those who have pre-ordered the device. You’ll also get a text/email to let you know when this will be happening. We hope to receive further stock within 3-4 weeks for online & phone orders

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Thanks for updating @Toby   I am sure this news is better than no news at all...

[Anonymous]

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@Toby wrote:
Hi guys,

Sorry for the confusion around this. Due to unexpected demand, we have run out of stock of the watch online and by phone. Rest assured, we’re doing all we can to make sure more stock is available as soon as possible for those who have pre-ordered the device. You’ll also get a text/email to let you know when this will be happening. We hope to receive further stock within 3-4 weeks for online & phone orders

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I appreciate the update. But questions need to be asked about why the online ordering system is not robust enough to update as orders are placed? Because at time of ordering for a number of people, the item was showing as "In Stock". O2 promptly took the funds without any problem, but customers were left expecting their order to be delivered to then be left in limbo because reality was the item was out of stock. Many online stores get this right, its not rocket science. You have X amount in stock, they deplete as orders are made. Why lead customers to believe they're in stock when they are not?

[Cleoriff]

Very valid point @Anonymous  Sadly this is something we see happening all too frequently

[jonsie]

three to four weeks? Wow!

[Toby]

Hi Chris_c81,

I totally get your point of view and I'll show my colleagues this thread to highlight this so that we can improve things in future.