Customer Services had no record of my order & payment
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09-10-2014 11:16 - edited 09-10-2014 12:15
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09-10-2014 11:16 - edited 09-10-2014 12:15
I ordered an iPhone 6 from my local O2 store in Highcross, Leicester on Sept 19th.
On the receipt it states that the order is expected on Oct 7th
On that date I went to the store in anticipation of collecting my phone. That was optimistic to say the least.
I was told that stock was arriving at all times during the day.
So, I went to the store again the next day and was told that they “had no idea” when it would arrive.
I then contacted O2 Customer Services and used their online text “Chat” service.
I asked the simple question “When can I expect delivery of my iPhone”. I’ve been to the store twice and they have “No idea”.
I was asked the following:
O2 Agent: What is the the 3rd and 5th characters of my security question?
Me: I supplied that.
O2 Agent: Can you give me your order number?
Me. Is that the 24 long number on my receipt?
O2 Agent: (no answer to last question) Was the order placed in store or online
Me:In store
O2 Agent: That’s the reason it’s not on our records. Go to the store and ask them.
Me: As I said above I have been to the store twice.
O2 Agent: Is there anything else I can help you with.
Me. Yes, read my last few answers.
O2 Agent. Do you have a reference number and have you checked your emails?
Me.Here’s the number 1571000297319140003544
O2 Agent. Please let me have your email address.
Me' I gave it.
O2. Agent. Because the order was placed in store we have no information.
O2 Agent. Here’s a link to find your nearest store!!!
O2 Agent. Can you let me know the name of the store you placed your order with?
Me. Aren’t you reading this? Are you a computer? Can I speak to someone please?
Me. I paid £129.99. Have you a record of this?
O2 Agent: Can you let me have the GED number for the payment
Me. What’s a GED number? Where do I find it?
O2 Agent: GED is confirmation of payment made.
O2 Agent. Can you let me have the make, model and colour of the phone you ordered?
Me. iPhone 6, 64GB, Grey
O2 Agent: You just informed me of the make and model not the colour.
Me. Read the line above it says “GREY”
I was then handed over to someone who was maybe a supervisor and after more questions he said “We won’t be able to confirm the delivery time at this moment”
This “chat” took one hour and 5 minutes.
What worries me is that O2 Customer Services has no record of my order or my payment.
The first agent didn’t seem to understand almost anything.
I’ve sent a complaint to O2 and won’t be using them again.
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on 09-10-2014 11:23
Always best to phone up and speak to customer service to be honest. Have a look at the long iphone thread and read some of the transcripts from live chat and you will get the idea that they aren't much help with regards to orders.

09-10-2014 11:30 - edited 09-10-2014 11:32
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09-10-2014 11:30 - edited 09-10-2014 11:32
Unfortunately demand outstripped supply which is the same every iPhone launch. 😞
I would as said ring them on 202
I hope you gain some resolution with your complaint and please let us know how you get on.
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on 09-10-2014 11:44
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on 09-10-2014 11:44
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 09-10-2014 12:15
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on 09-10-2014 12:15
My main concern is that O2 customer services had no record of my order nor my payment of £129! How odd is that? They've had my money for 3 weeks now & I have nothing.
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on 09-10-2014 13:01
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on 09-10-2014 13:01
Were customer service unable to see your order too? Did they advise to deal with the store?

on 09-10-2014 16:58
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on 09-10-2014 16:58
I am also having similar experience with O2.I paid early upgrade fee of 104.72 on 15/09/2014.Phone order was cancelled by O2 as phone was out of stock yet they still took my money.
To date i have made countless phone calls to O2 and visited the O2 shop twice,I am totally sick of it now and want my money back.
Live chat is a total waste of time and different advisers provide conflicting information regarding my situation,none of which has been correct.
Julie Evans
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on 09-10-2014 17:05
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on 09-10-2014 17:05
Another disgraceful show by O2. Also proving beyond doubt how poor Live Chat is...
Veritas Numquam Perit

on 09-10-2014 17:12
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on 09-10-2014 17:12
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on 09-10-2014 17:17
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on 09-10-2014 17:17
It really shouldn't be so difficult to get money back when goods aren't supplied. Terrible sharp practice in my opinion.

