Just had my first experience with o2 and if first impressions count then o2 have seriously lost the plot. I ordered an iPad 12.9" online with data contact for click and collect in their Bournemouth store as it was showing as available to collect same day. Order was completed and I got an email saying I could go to the store to collect, a collection reference was provided. When I got to the store I spoke to the chap at the door and advised him I was here to pick up an order. I was told I needed to wait for an available agent. Over 30 mins later and my time was running out. The guy on the door was free so I asked if he could get my order. I was told that he couldn't do that as they need to keep a 'host' at the door. Logic is nuts, have someone stood there doing nothing and make a new, paying customer wait. Finally get to see an available advisor just to be told that there had been an error on the stock system and the item I ordered wasn't in store. Frustrated was an understatement. Ok, so no iPad today, but thought given it's their issue I could get it delivered to home given I'd made a special 40min trip to get to the store. However, then told that he can't organise for home delivery. I asked to speak to the manager, apparently he was unavailable. Ok, totally fed up now, so I asked for my order to be cancelled, but nope, apparently I have to call customer services! In the end I got the advisor to call them and I cancelled. I get that system issues happen and mistakes are made, but the service was so poor, no acknowledgement of it being their issue, no apologies that I'd made a wasted journey in good faith, no proactive help to keep me happy, basically the store staff seemed like they couldn't care less. A very poor advert for o2 and a customer lost! Would not recommend them based on their service for new customers.
