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

[Vikki_W]

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?

[O2Lisa · Accepted solution]

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.

[MI5]

@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.

[AllThatJazz]

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.

[madasaf1sh]

@AllThatJazz 

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

[MI5]

and then have O2 send the debt collectors round.

[madasaf1sh]

@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.

[MI5]

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

[JT4]

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