Cancelled Upgrade

[Emz891]

I placed an upgrade on Saturday but ordered the wrong size ipad. Within just a few hours I called to cancel. A colleague advised that he would send an email and it would be cancelled and I could reupgrade Monday.

The ipad was still dispatched on Sunday. However, Monday O2 initiated a return and it was returned to sender. It never actually went out for delivery to myself. 

I spent abousolutly ages yesterday on online chat and phone calls. I was given different information each time. 02 keep referring to it as a return. However, it isn't as I am not returning it. That is between 02 and DPD. You can clearly see from the system it is being returned by the tracking details. 

I just want to order the right size ipad before they go out of stock. However, one minute they say I can reorder on Monday. Next I am told I have to wait for it to be marked as returned. You can see it is being returned and not by myself.

I just want this resolved. Tempted just to go order elsewhere 

[gmarkj · Accepted solution]

You should contact the sales team as they can help you with that @Emz891   – message them on Social Media  -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

[Emz891]

I have made so many phone calls and been on chat and I am getting nowhere. Each time I am given different information. I would understand if I was returning the order myself as it could be damaged or not actually in the box. However, it has never actually reached me or been out for delivery.

[MI5]

@Emz891 

I'll ask @O2Georgina to help

[O2Georgina]

@MI5  If customer services have marked the product as returned, customers are generally able to re order after 24 hours but this would be by speaking to the sales team 😊

[Emz891]

Hi Georgina

Can you help me with this please?

[Emz891]

@02georgina 

Are you able to help me please?

[MI5]

@Emz891 

Number for the sales team is 0800 081 0255
Thanks

[Emz891]

They have told me it physically needs to be returned and scanned in?

[MI5]

@Emz891 

We know from experience that it can take O2 up to 2 weeks to process a "return" (by any means).

If you are in a hurry I'd definitely suggest ordering from elsewhere.