Order in Dispatch process for 5 days payment taken?

[danste237]

I am experiencing some problems and wondered if anyone was experiencing the same issues, I purchased a Pay as you go phone from O2 online last Thursday evening, was taken to a web page that said what happens next, and it stated my phone will be delivered on Friday bettween 8am and 10pm, waited for the text on friday for delivery details, they never arrived, all I have is the order number with no other confirmaton except payment I have contacted o2 CS and was advised on Friday, Saturday, Monday, and today it is in a so called Order Dispatch Process, I explained that I have had a friend who orderd hers last Wednesday and it was delivered Thursday, I feel Customer Services are sending me around in circles and I cant keep taking days off hoping that the phone will turn up, any advise would be greatlly welcome right now as o2 seem to be ignoring my issue and tell me that until it completes this stage there is nothing they can do, not even a refund as the payment for the phone has already been taken as cleared funds and showing on my bank account as paid. Has anyone had there problems resolved yet if they have experienced this problem.

[Cleoriff]

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@danste237 wrote:

Well the phone call came at 12:02 pm but not from the Manager yesterday but by another CS Rep who was advising me that they are still waiting for the 2 departments, to communicate with each other, and that the manager I spoke to yesterday is still following it up and to insure me that they will be in contact at some point later today,

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Talk about feeding you a line @danste237!

What on earth do they mean by 'waiting for the two departments to communicate with each other'?

Very poor service indeed. I just hope these 'two depts' pull their fingers out and honour their obligation to you ..

[jonsie]

They either have stock or not. What a ridiculous state of affairs....

[danste237]

It seems a manager has taken reponsibility and has just called after me waiting all day to advise me they have some information from supply chain but unfortunatly it was just to say they need to further investagate this and will be in contact at some point tomorrow when they know more so phone still sat in order dispatch process for another night, only nealrly a week since it was paid for and yet no one knows what is happening and havent done for the last 5 days, I am going out my mind now this is seroiusly bad customer service. I have filed a complaint but thats going to take three to five days to look at will I ever get what I paid for

[RedRoseMatt]

I have had exactly the same issue phone ordered and paid for on Thursday, delivery on Friday between 8am and 10pm. Not arrived.

Customer service caiming it is 'in dispatch'. 45 minutes on phone to customer service yesterday, 50 minutes today. Both occasions customer service agent promised to call me back with an update at 4pm. No calls came. I have raised a complaint, which has not yet been acknowledged.

Remarkably poor customer service

[danste237]

Without being rude it is nice to finally not be the only one that has this issue, can you keep me update if you have any sucess and any answers to whats happenig

[MI5]

Have you both ordered the same make of phone?

[jonsie]

Online or over the phone ordering is just a total lottery these days. Shame on you O2!

[danste237]

Well an update to this issue and well I escalted it yesterday to the Cpmlaints team as I was informed yesterday evening that the departments haven`t  responded as yet and they would be in contact today, well just after 12 this lunchtime I get a text message saying that the complaints team will be calling soon, a while later I have a phone call from the complaints team  who went through everything and he said that they belive it was a complete system crash and that he was going to look into cancelling it but would personally update me daily by email to see what he could do, I suggested that as soion as he can cancel the order they would then generate a new one and send it out but until this order could be cancelled they couldnt do much, he said he had sent some emails and would be expecting a reply in the next 48 hours, WELL NOW TO THIS EVENING, and about 10 minutes ago i suddenly get a text saying that my orginal order has been dispatchged and I can check with UK mail as I now have a consignment, Well this was successful and they say its being deleivered tomorrow, I know they have them in stock as he checked while i was opn the phone earlier and has also sent an email confirming that they have sent a cheque with an amount for compensation for the delay lets hope they both turn up especially the handset tommorrow will update when it arrives, but something surely seems to have kicked them into gear so my advise, keep bugging Customer services, Thank all for your advice and lets see if it arrives, fingers crosssed

[danste237]

Have you heard anymore about your order finally looks like they are sending it for delevirey tomorrow

[Cleoriff]

Good news @danste237 Hope everything turns up as expected