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]

I get that I won't obviously receive any "tracking" details until it's despatched.  But the rest of the process is just poor ecommerce.  I can't believe I'm having to expand on this (surely you have to agree this is poor!?).  Most online shops have a system we have come to expect as a decent level of service these days, where your order goes through several states which you can view online e.g.

Order Placed > Payment Processing > Payment Processed > Order Processing (or Awaiting Stock) > Order Packing > Order Shipped

All I've had (via email only) is 1) order placed 2) order being processed and despatched shortly.  I have nothing online in My O2 account which I still don't get - surely I should see some sort of order placed acknowledgement!?  What does the latter email mean!?  It's a pointless, vague update.  They sent that email once on the 3rd October and once more on the 5th October.  It tells me nothing about my order.  From what you're saying and I read here, it could mean absolutely anything.  Which is probably intended.  Leaves the customer in limbo about their order as it could be interpreted as either a good or bad update.

[jonsie]

I totally agree Chris. The whole experience and lack of information is terrible and I'm not trying to defend O2. Ordering and follow up is absolutely fraught with timeconsuming stress and frustration. I'm merely trying to point out the inadequacies in the system with regards to your tracking iformation not being available until despatch and indeed, you are unlikely to receive any further communication until that happens. Certainly no need to expand on the problem, we see it on here daily.

[Anonymous]

I understand.  I suppose I'm just frustrated that we have to deal with this inadequate system from such a large company.

Grr!

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@jonsie wrote:

I totally agree Chris. The whole experience and lack of information is terrible and I'm not trying to defend O2. Ordering and follow up is absolutely fraught with timeconsuming stress and frustration. I'm merely trying to point out the inadequacies in the system with regards to your tracking iformation not being available until despatch and indeed, you are unlikely to receive any further communication until that happens. Certainly no need to expand on the problem, we see it on here daily.

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[Anonymous]

Are they allowed to take your money knowing they do not have them?

Also. How long does a refund take to come back?

Cheers

[MI5]

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@Anonymous wrote:
Are they allowed to take your money knowing they do not have them?

Also. How long does a refund take to come back?

Cheers

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I'm not sure on the legalities of your question but the refund usually takes around 14 days.....

[jonsie]

That seems to be the way it works with O2. Legal? Not sure...

Refunds usually anything up to 14 days.

[Anonymous]

I find it terrible that they take your money knowing they don't have them but then take 14 days to refund you. We state where I work that it can take 14 days but if we need to we can do it straight away.
You would think they would do it quickly after such a balls up.

[jonsie]

If you complain to customer service they can in all honesty return it much quicker but it's galling that they take it off you in nanoseconds and return it in 2 weeks!

[Anonymous]

Shocking that a company can get away with this, it really is.

[Cleoriff]

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@Anonymous wrote:
Are they allowed to take your money knowing they do not have them?

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Well they do it frequently. We have many people on here complaining of pretty much the same. Showing something in stock> order placed> money taken>and then a long wait ...only to be told when you ring that the item you ordered is out of stock.

I am sure there is some sort of loop hole that allows O2 to get away with this....but even if it legal (just) ...it is totally immoral.....