Accessory delivery courier, late arrival.

[Dkvinyls]

Good afternoon,

Has anyone got any experience of who O2 use to deliver accessories? I ordered an accessory on Thursday and selected paid timed delivery to arrive on Friday PM. I got an email to let me know that my item had been dispatched and delivery would be made Friday PM, a tracking number was included but it doesn't work on UKmail, Yodel, DHL, DPD or royal mail. Are there any other couriers to check?

Regards

Dave

[MI5]

You’ll need to call customer service to get them to chase it up for you.
http://www.o2.co.uk/contactus

[Anonymous]

They usually use UKMail but chase customer service 

https://www.o2.co.uk/contactus

[Bambino]

Why would O2 send a customer a tracking number without telling them which delivery service it's for? What an idiotic thing to do.

[Dkvinyls]

Thanks Everyone.

What a mess, got in touch with customer services after much messing about as there are no options on live chat or phone for acessory orders, its all geared around pay monthly, PAYG etc. As this order was for a smart thermostat it doesn't fit anywhere.

Customer services tell me it should have been delivered by UKMail but when they contacted them on my behalf UKMail say it hasn't beed dispatched. O2 can't tell me where it is or what they can do about it, they have at least refunded my timed delivery charge and given a small good will payment.

I should be getting a call back either tomorrow or Wednesday, hopefully someone will be able to tell me whats going on then. I'm dissapointed they haven't just put another order through so it would arrive tomorrow.

[EmilieT]

Hi @Dkvinyls, and welcome to the forum  I'm sorry to hear about your delivery issue, please do share any update with us on how this is progressing!

[Anonymous]

I got a funny feeling you won’t get a call back

[Dkvinyls]

I'm fuming, didn't get a call back yesterday so I called up today. Spoke to a lovely custermer services assistant who said she would speak with her manager about sending out a replacement as they still don't know where it is. She said she would call back at 10:30 and to be fair she did, although not with the news I was hoping for. She isn't authorised to send a replacement as they know they have a problem with thier systems that are showing outstanding orders as despatched, they also won't allow me to cancel the order as they say it might arrive.

No idea where to go from here, O2 have my money and can't give me a path to resolution.

[MI5]

Sounds typical for O2 but it is still their responsibility to get the product to you.
Keep chasing, make a complaint etc is all you can do.
@EmilieT ?

[EmilieT]

Hi @Dkvinyls, and thanks for sharing an update with us, even though it's not great new. I'm not sure how much we'll be able to help but I'm sending you a PM now (Private Message on the forum) to get some more details and have a look into what we could do 

@MI5 I started writing my reply as you tagged me, we're clearly on the same page!