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.

[Martin-O2]

I'm sorry to hear of the bad experience you had in store @Sonas. I can arrange for someone to get in touch to discuss it or you can make a complaint using the link on the O2 website.

[Sonas]

Hi @Martin-O2 

Thank you for getting in touch.  I am still livid about my experience at Ocean Terminal, but on the other hand my customer service at both Princes Street branches was very good.

I messaged O2 on Facebook and was told it would be treated as an internal matter so I am not hopeful of hearing any more from them. Perhaps my expectations are too high!

All I can do now is to try and put it behind me, and advise folk in Edinburgh to avoid Ocean Terminal O2.

Thanks

Joan

[Martin-O2]

No problem @Sonas. I'm glad that you had a better experience with the Princes Street branches. If you need help with anything else them do let me know.