Phone not delivered

[kmag52]

I recently updated my iPhone with O2 refresh on a Friday it was to be delivered on the Monday/Tuesday of the following week next day as it was ordered at the weekend. Delivery day came nothing was done by dhl and on their website it stated that the order had been collected but then it said delayed. O2 with the current covid 19 situation seem to only want to deal with upgrades and are impossible to get through to the right departments. I finally got through to DHL today and they are firmly stating that they do not have the parcel as it has not been collected by them and they are saying that o2 did not send the phone in the first place and therefore I should contact them.

What should I do DHL is firmly saying that no phone was sent?

[jonsie]

It's O2's responsibility to get the phone to you. They need to contact DHL

Call them and insist

Guide: Coronavirus Community Help and Support 

[kmag52]

Thanks for you help jonsie, I was on phone to them earlier and guy said he couldn’t transfer me to their other departments aswell as the fact that he couldn’t check anything about my order which I found extremely odd. I will call tomorrow and Insist as I am not paying them for a new phone that’s not even arrived.

[jonsie]

Yes they are fobbing you off.

[kmag52]

In terms of what actually to say to them on the phone what do you think would be best to say?

[jonsie]

Tell them that DHL are denying any responsibility and as O2 are the supplier, the onus is on them to get the phone to you. Your contract is with O2 not DHL and that O2 need to do the phoning and chasing, not yourself. Until the phone is signed for by yourself, O2 are not fulfilling their part of the contract.

[kmag52]

UPDATE: last night on DHL tracking page I decided to rearrange the delivery to today. Their system updated and on The tracking page it says that it was to be delivered today. However I rang dhl this morning and they said that they still have not received it. So I rang o2 and told them the story and that it says on DHL’s website that it’s being delivered but they have actually said that they do not have it. The Adviser went and spoke to her manager and she said that she’s confident it will be delivered today at some point. Feels like a never ending story and am confident it won’t arrive today as I think it’s just a glitch in DHL’s tracking page.

[jonsie]

Fingers crossed @kmag52 

[kmag52]

I’ll keep you posted @jonsie , last Friday after I had ordered it o2 did send me the dispatch email for the phone would that of meant it was in stock?

[jonsie]

If you have the dispatch email then yes, in stock and released to the courier.