Massive mistake in supplying new phone

[Sallyann]

You have sent me 2 wrong phones last week. And not a phone call this week to discuss the refund of the £60 delivery charge for the 2 incorrect phones which have been returned or when you will dispatch the new phone we had set up. I also notice i now have 2 phone numbers to my name and 2 incorrect orders for phones i haven't ordered.

I would really appreciate a call back

[MI5 · Accepted solution]

@Sallyann 

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

Thanks

[DamarisMoldovan]

Hi, I’ve pre ordered the iPhone 15 pro max white titanium on 11th October 2023.  It only got in the store on the 20th of November. My dad collected the phone for me because I was in Ireland. None of my family members opened the phone because we never thought o2 can make such a big mistake! 
My brother came in Ireland yesterday to visit me and brought my phone over, when I opened it my mouth dropped! I received an old used iPhone. The colour was wrong the model was wrong+it was used! I’ve been paying since I’ve preordered my phone and I was so excited to receive it. I’m so desperate because I don’t know what to do? I’m over in Ireland and I don’t know how to get in contact with them! I hope someone can solve my problem and to get the phone that I’ve ordered! I am truly disappointed in o2 and I hope this mistake will be fixed! Please if anyone knows how to solve this let me know I’m desperate! 

[Bambino]

@DamarisMoldovan This is not O2. This is a customer community. You need to speak to customer service.
Call 202 from your mobile or 0344 809 0202, 0800 902 0217 (Payment Management) or 0800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)
Or you can call the sales team on 0800 081 0255

You can use Skype to call the 0800 numbers for free: Guide: A Guide to Skype 

[DamarisMoldovan]

Thank you so much! I’ll tomorrow morning. Do u think they’ll be able to solve this? 

[Bambino]

@DamarisMoldovan Anyone's guess. Considering how bad O2 customer service has become of late, it's a roll of the dice. Maybe you'll get lucky. Maybe you won't.

[MI5]

The problem you will face is proving it @DamarisMoldovan 

Have you any video evidence of you opening the sealed box to back up your claim?

[DamarisMoldovan]

No I haven’t any proof! That’s what gets me desperate 

[MI5]

@DamarisMoldovan 

I share your concern.

Was the box sealed when you got it or had it been opened?

[DamarisMoldovan]

It was sealed, but the phone was used. It has scratches on the back of the camera and you can clearly see how slow it is