O2 Recycle: Royal Mail tracking shows phone received but email states not received after 3 days

[ACH68]

I sent my phone in to O2 Recycle which is showing on the Royal Mail tracking site as received by O2 Recycle on Monday 14th October. I’ve received an email from O2 Recycle today - Thursday 17th October - saying they have not yet received my phone.

I’ll give them a call tomorrow but I just wondered if this is “normal” or if they should have confirmed receipt by now.

Thanks in advance.

[MI5 · Accepted solution]

@ACH68 

It will be system generated email and they're probably behind in booking phones in.

Give them a call to chase up https://www.o2recycle.co.uk/contact-us

[Rose_Requiem]

I have the same problem with the same dates, except I never even got an email! I posted it on the 14th of October which is almost two weeks after I got the quote because O2 uses DHL who are useless so it took me two weeks to get my new phone. They say "Royal Mail tracking number saying 'Deliverered' isn't proof the device has been received."

[Cleoriff]

@Rose_Requiem 

Follow the advice above re contacting O2 Recycle. (If you already have contacted them, you need to persevere)

[Benlfc]

@ACH68 I have known in the past that although the royal mail tracking shows as delivered this isn’t normally the case well not physically handed to someone anyway, typically they’re delivered via a trailer of sorts and the trailer then sits there waiting for it to be emptied and the devices booked in, the only people you can speak to about it though is O2 recycle 

[ACH68]

@Benlfc I called them at 9am on the dot on Friday. Got through straightaway. They confirmed they’d received the phone so reassured by that, and is waiting to be assigned. I think it’s as @MI5 says - a backlog of phones that haven’t been booked in (which may be on a trailer).

[Benlfc]

@ACH68 if they haven’t booked it in then they can’t say they’ve received it for 100% certainty, they’ll have just checked the tracking and seen it marked as delivered. It will be there no panic to have there as I said will just be on a trailer