cancel
Showing results for 
Search instead for 
Did you mean: 

Delivered an empty envelope and Can't get through to Customer Services

Vikki_W
Level 1: Joiner
  • 2 Posts
  • 1 Topics
  • 0 Solutions
Registered:

Hi,

 

I ordered some buds, and have been delivered an empty envelope. I thought this was a scam by the delivery company  but the label lists the item weight as 0.01kg, so they were never in the envelope to start with!

I can't get through to anyone at customer services as its not regarding a phone or a business customer.

If anyone from O2 is monitoring this board, can you please contact me?

Message 1 of 28
2,842 Views
27 REPLIES 27

O2Lisa
Former Staff
  • 996 Posts
  • 0 Topics
  • 32 Solutions
Registered:

Hey @MI5, just a quick update for you regarding this ongoing issue.

I've managed to speak with a couple of customers and after completing security I emailed the department who deals with orders. 

They have confirmed the delay is due to stock which we should be getting back in at some point next week. 

As soon as stock comes in we'll then be able to dispatch the buds.

 

I know the main concern is that the customers aren't going to get their accessories but the few accounts I have checked confirm an incomplete order and that the accessories are on back order😊

 

If customers haven't heard anything about their orders by the end of next week of course they can send me a message and I'll look further in to it for them.

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

signature
Girl in a jacket
Message 21 of 28
1,743 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:

@O2Lisa 

Thanks for the update which as I expected due to stock issues, however, it would be good if O2 could include a note to that effect rather than just a flier which leads customers to believe that they have been scammed.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 22 of 28
596 Views

AllThatJazz
Level 1: Joiner
  • 3 Posts
  • 0 Topics
  • 0 Solutions
Registered:

So I am still no further with this.

 

I have provided video and photographic evidence to o2 of me opening a package containing just an envelope with a leaflet after being told that I had received my full order of 5 x buds 2. I was then told my order was cancelled and I would receive my money back (£495) in 5 working days. Well today is the 5th working day and low and behold the money is not back in my account. The only way I can communicate with o2  without an account is via Twitter!?!?! and the O2 social media team are ignoring me. I feel sick with worry and have never experienced such poor service. I have no way of contacting O2. I have requested an address to write a formal complaint but have received nothing. I understand that @O2Lisa was to have a look (thank you) but have not heard anything since providing all details to look at the issue on Friday.

 

To top it all off my wallet was stolen at the weekend and people have been spending on my cards. I desperately need my money back.

 

I have never known anything like this from any company I have dealt with ever.

 

 

Message 23 of 28
559 Views

madasaf1sh
Level 76: Forum Legend
  • 9988 Posts
  • 54 Topics
  • 2981 Solutions
Registered:

@AllThatJazz 


There is a simple answer, ring your bank and start the chargeback process, stating goods not delivered / received. 

- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
Message 24 of 28
546 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:

and then have O2 send the debt collectors round.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 25 of 28
539 Views

madasaf1sh
Level 76: Forum Legend
  • 9988 Posts
  • 54 Topics
  • 2981 Solutions
Registered:

@MI5 

 

Sounds like AllThatJazz  has paid in full for the buds and been told its cancelled, and told a refund is on its way and as such o2 have no legal claim to the money..

 

It also is up to o2 to prove a chargeback is not due.

- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
Message 26 of 28
532 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:

Then they need to wait for O2 to process the refund or face the well known consequences.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 27 of 28
524 Views

JT4
Level 1: Joiner
  • 1 Posts
  • 0 Topics
  • 0 Solutions
Registered:

I'm in the same situation, spoke to someone on the phone last week. They said the order would be cancelled and that I would receive a cancellation email 

 

Nothing so far

Message 28 of 28
518 Views