O2 store customer service

[Sonas]

This was my day yesterday.

I went to O2 store at Ocean Terminal Edinburgh to buy an iPhone and to get it set up by an O2 guru.  My appointment was at 3.30 and I arrived at 3pm.

I believe I visited a parallel universe when I entered that store and was regarded as some sort of inferior alien being by the five members of staff. I was the only customer in the store.

Here is how my visit went

Me - Hi I’ve got an appointment with the O2 Guru at 3.30 and would like to see an iPhone 7 please.

Female staff - We haven’t got any for you to see

Me  - You haven’t got any in stock, wish I’d been told that when making appointment

Female - Huge sigh, I didn’t say there were none in stock, I said you can’t see one

Me - Why not, that’s the one I think I want but I’d like to handle it first

Female - No

Me - Why not

Female - Because, another huge sigh, they are three years old

Me - Speechless

Male staff 1 - there might be a dummy

Male staff 2  - there are no dummies

Me - Really, have you sold the dummies

Male staff  3  - no they have been recalled

Me - How do I buy one then

Male staff 3 - go online

Me - I can’t handle them online

Male staff 3 - can’t do it here either

Me - oh well, that’s that

Male 3 - huge shrug of shoulders, aggressive stance - yep

Me - left store

Me - returned to store

Me - I’m not really very happy about the way I’ve been treated, how do I complain about that, could I see the store manager

Male 3  - there is no manager

Me - no manager, nobody here capable of listening to my concerns?

Male 3 - that’s right. Go online

Me - ok, could I have the link to your online complaints 

Male 3- leaning forward in threatening manner - get it yourself

Me - move away from me I do not wish to interact with you

Male 3 - you MOVE AWAY FROM ME

Male 2 - I’m just getting it for you, produces piece of paper with it handwritten

Me - who is the guru I was meant to see

Male 4 - Me

Me - you will no doubt have realised that my appointment is cancelled

Male 1 - was there but did not take part in the above farce

Me - left store, went to Princes Street store, handled iPhone 7,  bought iPhone 7, and was treated in courteous friendly efficient manner.

The contrast between the two stores could not have been greater.

[MI5]

@Sonas 

That could very well demonstrate the difference between an O2 store and a franchise and I'm sure @Martin-O2 or @Marjo would be more than happy to follow this up with you.

[Cleoriff]

@Sonas 

What an absolutely unbelievable story of appalling customer service.

I certainly wouldn't let that experience go without making some sort of effort to instigate change in the way you and others are treated in that store. As said above, our managers will act on your feedback, though I do think an official complaint shoulld be made by them on your behalf!!

Welcome to the forum by the way

[Bambino]

@Sonas  You can make a complaint here: https://www.o2.co.uk/how-to-complain but if you do, the community managers won't be able to assist you.

[TallTrees]

Hello @Sonas 

That was just like a play by Oscar Wilde !

I really enjoyed that, thank you😎

I think the CEO of o2 would love to read that.

Glad you got all sorted as well, amazing. 

That's where all good writers start of course with the absurdity of life.

Best wishes TallTrees 

[Sonas]

@TallTrees  You made me burst out laughing, thank you!

@Bambino Hi, I messaged O2 on Facebook, just exactly the same wording as my post.  Their response - Thanks we’ve fed back your experience, this will now be dealt with as an internal matter.  

Thanks for your advice.  I am not happy with O2 response and feel I’ve been dismissed.  

Would it make any difference to make a formal complaint or to contact the CEO?

Many thanks all who have replied.

[jonsie]

Franchise or not, they represent the face of O2 to the general public who aren't to know the difference etween the two types of store. It is within the power of O2 to remove the franchise (if indeed it is a franchise store) and O2 need to investigate this disgraceful service. Perhaps this can be fed back to O2 as soon as possible @Marjo  @Martin-O2 ?

Glad the other store were able to help you @Sonas 

[TallTrees]

Hi @Sonas 

Put it behind you as a memorable experience. 

You are not fighting for money thankfully just an upsetting waste of time. 

AND hell it was very funny 🤣 too!

Move on, enjoy your phone.

The fab 5 can't last for long anyway.

TallTrees 

PS it may seem to be dismissive but it won't be taken lightly.  Shops need sales. Also I  believe jonsie reported to the community Managers.  They are good people. 

[TallTrees]

PPS @Sonas
Now you know why YOU were the only customer in the store🙃

[Charlieboyoo]

Have to say it was a wonderful story,at least the main thing is you had a good ending.You got wat you wanted.No need for behaviour like that.I was in a o2 store earlier and the service was exceptional,I actually left a google review to say thanks in a way.