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Level 1: Joiner
Posts: 4
Registered: ‎03-09-2019

Wrong phone

I had a really bad experience I’ve had, I bought a £20 Alcatel phone to pick up in store when I got home it had an iPhone XR in the bag I have phoned up o2 straight away in the mean time the store have sent me an email saying they were going to charge me £899 for the phone if I don’t bring it back when it’s their mistake I called the store where the manager said he would come and pick it up from me his self because I am not working in London this week I feel like they are treating me as if I have stolen the phone when it was totally their fault!?
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Posts: 100,623
Topics: 547
Solutions: 12,805
Registered: ‎04-04-2012

Re: Wrong phone

@Amy5 

Just arrange a time for collection with the store manager. Problem solved Smiley Happy

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 29: Intuitive
Posts: 4,684
Registered: ‎03-08-2018

Re: Wrong phone

Hi @Amy5
Well isn't that a strange one! Usually the other way round🤔
However they cannot charge you £899 what nonsense. Make sure you get an official receipt for the return of the phone. Then make sure you get the phone you paid for. Do not give that phone back without a proper receipt you can tell them you do not trust them. Best wishes TallTrees


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Level 29: Intuitive
Posts: 4,684
Registered: ‎03-08-2018

Re: Wrong phone

Yes but how does @Amy5 know who the store Manager is ??? @MI5 she needs an official receipt of return, as they have threatened AMY with a huge bill.


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Level 1: Joiner
Posts: 4
Registered: ‎03-09-2019

Re: Wrong phone

Thanks for that they wanted me to take it on the train back to the shop I said say I loose it on the way the man on the phone said you won’t but say I do then they charge me it’s terrible
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Level 1: Joiner
Posts: 4
Registered: ‎03-09-2019

Re: Wrong phone

[ Edited ]

This is the email I got from the store!

Hi Amy,

I am the manager at the O2 store at The Strand London where you had collected your click and collect order, by mistake you was handed over an Iphone Xr 64gb Black

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]
PRICE £899.00 GBP

We still have your original order in store ALCATEL U3 2019 VOLCANO BLACK.

FAILIURE TO BRING THIS BACK YOU WILL BE BILLED AND THE HANDSET WILL BE BARRED ON THE LOST/STOLEN LIST.

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Posts: 79,947
Topics: 572
Solutions: 3,821
Registered: ‎04-01-2009

Re: Wrong phone

The stores mistake and theirs to rectify. If you hadn't called O2 they wouldnt know so they should be grateful you pointed out their stupidity. Phone the store again and ask them to send you a jiffy bag. Then speak to customer service and tell them to credit your phone for the cost of the postage. Send it registered mail so you can track and see when it has been signed for, that way you have a receipt.

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Level 29: Intuitive
Posts: 4,684
Registered: ‎03-08-2018

Re: Wrong phone

Well @Amy5 if you incur costs returning the phone you should be compensated.
I am worried about WHO is collecting the phone from you, I assume you have never met the Manager. Do not give that phone back without a proper o2 return receipt, otherwise they could deny you returned it. Look after yourself.


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Posts: 100,623
Topics: 547
Solutions: 12,805
Registered: ‎04-04-2012

Re: Wrong phone

Looks genuine enough.
Call and arrange collection.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 1: Joiner
Posts: 4
Registered: ‎03-09-2019

Re: Wrong phone

Yes that’s what I worry about I can’t get hold of anyone else’s at o2 I’ve tried all day on Twitter and via email