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.

[danste237]

Got up today to find that UK MAIL have changed the status of my parcel as delayed, WTF? wonder if it does turn up.

[danste237]

and here we go surprise surprise, Just checked the UK Mail status and it is still saying delayed so gave them a call to see why delayed, Get advised from UK mail O2 havent released it to them yet but know the details, and I would have to contact o2, and I get welcomed with a answer of oh well are system is now saying this order was complete on 19th April (Hang On a Minute That was the day I ordered), well I asked to speak to a manager and she came on and informed me that as it had been escualted higher than even her level there is nothing more than they can do apart from sending an email to the department it is escalated to, and get them to call me this morning, plus also my o2 account has come to life and has 2 orders with the same consignment number, on the 23rd and another for 25th, explained this and was informed no it says order was complete on 19th, Now back to square one and not knowing where it is, What a nightmare this is turning into. I will never buy online again I know that for sure.

[Cleoriff]

So sorry this has happened to you @danste237 It all seemed sorted yesterday.

Bottom line it is O2's responsibility to ensure delivery of the phone to you. UK Mail are a nightmare but it's not up to you to chase them up. It's down to O2.

Not sure if it's been mentioned before but you really should be making a complaint

https://www.o2.co.uk/how-to-complain. If you have already done this then ask for it to be escalated

Also I wonder if @Marjo, @Martin-O2 or @EmilieT could offer any help with this as you appear to be getting nowhere.

[jonsie]

It's quite ridiculous. Customer service need to find out if they have dispatched the phone to UK Mail and if so then they need to find out why it's not been delivered by them. It doesn't matter what the system says, they should be finding out

a) has stock been physically dispatched or not to UK

b) have UK Mail received the phone and f so why hasn't it been assigned for delivery

I would be calling customer service every hour until you find someone to take ownership and ignore what the system says and to get this phone delivered. You might also consider googling ceo o2 and dropping an email to his office. Mark Evans needs to know and the more complaints they get, the more they are likely to change their flawed online ordering process.

[RedRoseMatt]

Unbelievably that mirrors my issue, only that now they have escalated the issue it could take 10 working days to resolve the matter, according to a customer service agent who clearly couldn't understand what had gone wrong. I even had the same communication with UK Mail.

I've fired an email off to them (complaints@o2mail.co.uk and it has been opened) expressing my 'concern' at the situation and pointing out that O2 are now in breach of contract (a seller enters into a binding contract whe purchase is complete, prior to that it is a non-binding 'invitation to treat').

They have, so far, failed to reply.

[RedRoseMatt]

An update. After being told yesterday my phone issue could take 10 working days to resolve, it arrived this morning without warning.

Can't be too simple can it...The SIM card was missing!

A new one in the post.

[danste237]

Well I would like to say a huge thank you to all for there advice and all the contacts to contact, well as it turns out there has been great news since my last post, as wait for it. So I contacted O2 CS and with some reason I seem to get through and sent a email to CEO Mark Evans which I suprislingly received a text advising me that the complaint was logged with CEO executive and that it was being investigated, and also I would receive a call shortly, the call happened and. I was advised that it would be dealt with urgently someone will be calling me back. No call by 3pm and so I call CS and actually get someone based in Cape town who said this isn't good I am going to get my manager, this manager got her manager and then 20minutes after being on hold. Get told I will be getting a call in 5 to 10 minutes as they have a solution, 2minutes later I receive the call, OMG a shock, they are informing me that there was a system error which had somehow lost my order, therefore we are replacing the handset with a brand new one, I paid for a like new free of charge, sending a cheque for £30 and payed for a guaranteed time slot today, well now that loads better, Incedently I am posting this on my brand new phone as it arrived as promised, just I have to go to O2 shop now cuase the UK mail man had two parcels so I have the original order which is sat next to me blocked by O2 and using my brand new replacement I can't be happier. All down to a system error thanks again all.

[danste237]

O2 admitted to me last night they r now aware that there was as system error, didn't until UK mail told them they never received it as they phoned them, great news for both of us then. I contacted BBC watchdog about it to.

[Cleoriff]

What brilliant news @danste237 So pleased for you

[jonsie]

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@Cleoriff wrote:

What brilliant news @danste237 So pleased for you

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wow that i good news @danste237.Unfortunately system errors happen much to frequently.....