Order stuck on processing for 3 weeks.

[Slackulous]

I ordered an Apple Watch series 9 during a promotion to receive a set of AirPod pros for £20. At the time, the watch was out of stock, and I was told stock would be available within 3 weeks. (Is currently in stock) However, within maybe 3 days the watch was back in stock. I have been in contact several times with o2 custom service (who have been useless) and been told that my order will be expedited, pushed to managers, given priority, forwarded etc.

if I cancel and re-order I loose the AirPod pro promotion (a significant reason I ordered in the first place). I feel unheard and ignored - what can I do further to actually receive my purchase (and promotional items)?

[Enlli]

We are all customers here with no O2 input 

Can only point you back to the sales team

Looks like you should contact the sales team as they can help with that – message them on Social Media if yo can - on Facebook (https://o2uk.co/O2CFB) , 

 Twitter (https://o2uk.co/O2CTW) or 

 Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255, free from any phone or landline.

[Slackulous]

Thank you, I realise that this is for customers - I was more trying to see if anyone else has had a similar story of no help from customer service, and if they managed to resolve the issue - but thank you for the response.

[Oxonian]

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@Slackulous wrote:

Thank you, I realise that this is for customers - I was more trying to see if anyone else has had a similar story of no help from customer service, and if they managed to resolve the issue - but thank you for the response.

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This might @Slackulous also help you :-

Guide: Gift with Purchase  

If you search this forum, you will find many posts about problems with the promotional offers that O2 run. 

[Decon2004]

I have the same issue. Placed an order still saying processing up to 3 weeks. After 3 weeks went to o2 and said someone would be in contact in 5 days. Then contacted again and said 5 days and still no word. Placed my order more than 5 weeks ago 

[ozy360]

I'm in exactly the same position. I ordered an iPhone 15, Apple Watch Series 9 with the AirPods promotion. I ordered the iPhone and Apple Watch on the 1st of July. I received the iPhone after a few days but not the watch or AirPods. After chasing O2 customer care, they sent me a text which gives them permission to charge me £20 for the AirPods. I never heard anything back and fast forward 5 weeks, I still haven't received the watch and AirPods.

I have spoken to the customer care team and the complaints team more times than I care to remember. I have emailed the complaints team multiple times but I never receive a response. I honestly regret ordering anything from them in the first place. I made a complaint via email on the 10th of July so I'm waiting until the 4th of September (8 weeks) before I escalate this to the communications ombudsman. 

To anyone reading this, save yourself the hassle and order your device directly from the manufacturer then get yourself a monthly rolling contract with anyone other than O2.

O2 & Virgin are honestly one of the worst companies to deal with. They also gave me the same scripted response but no one ever gets in touch again or takes ownership of the issue. I asked to speak to a manager but my request is always denied even though this is part of their own complaints procedure.

[MynameisWill515]

I’ve ordered the new Xbox 5 weeks ago for my son’s 16th and they’re still processing the order! I can’t find anywhere on their website a number to call to find out why it’s taken so long. I would cancel my order if it wasn’t for the fact that O2 are the only company who offer 0% over 2 years. 

[Cleoriff]

@MynameisWill515 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

Guide: How to find help & contact O2 

[MynameisWill515]

Thanks for the contact details. The issue was that it had been delivered to the store. I’ve had no email or correspondence to say that this had happened and only a message on my O2 account to say that my order is still processing!! *** it’s been in the click and collect for 7 weeks!! Argh!!!

[Oxonian]

But at least you've got it now @MynameisWill515 ; hopefully it is living up to expectations ! 👍