DPD can't deliver

[NFrance]

Hi

I did an upgrade for a new phone on Thursday and paid extra for a specific time slot on Friday.  However by midday they had said order would be delayed.  I rearranged delivery for pick up instead as was out over the weekend and have since been told for the 4th consecutive day that the order is delayed and being held in the Stoke Depot.  Contact to DPD is useless, they just say I will get a notification when it is ready to collect.  Contact with O2 customer support is equally useless and I am being told they cannot cancel the order as it has been despached, I would have to tell DPD to return the order.  They said if I wanted a new phone I wold have to take out another contract! DPD have said O2 have to put in the request for the return so I am at a stalemate.  O2 have stated they would have to wait for the return of the phone from DPD before they can cancel the order.  Given the current state of play with DPD losing phones at this depot and the unreasonable delay, how should I be expected to wait for the phone to get back to O2 to cancel the order so I can get a new one.

[Cleoriff · Accepted solution]

@NFranceIt's O2's  responsibility to ensure you get your phone. You shouldn't be the one chasing DPD.

You should contact the sales team as they can help you with that – 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

[NFrance]

Thank you - I have limited time to the phone during working hours but I am going to try and go instore today to see if they can help further.  Your reply and help is v much appreciated. 

[NFrance]

Hi, there has been no solution to this and I am seemingly still chasing several avenue for updates.  DPD are meant to be returning the phone to O2 - in the meantime until it gets back to O2, I am not allowed a replacement.  But guess what, someone on webchat checked status of phone today and it is still sat in depot after being assured by O2 it would be on its way back to them.  How long am I expected to wait and why do I have to keep chasing this. @Bambino can you tag anyone else.  Seems Simon and Georgina offline today.  Thanks for any help in advance

[Bambino]

@O2Sarah-, @O2Ryan, or @O2KyleW can one of you please assist @NFrance?

[O2Sarah-]

Thanks for the tag @Bambino 

@NFrance I iwill send you a private message so we can investigate 

[NFrance]

@O2Sarah- the phone still isn't back with O2 and I was told it would be there by now - I am struggling to get further updates from anyone, pls help

[Bex45]

Hi 

I'm in a similar position and 02 have had no issue with sending out a 3rd handset today because dpd are incapable of delivering, 02 have also put a return on 2 parcels with no issue, get through to the retentions team and cancel it, that's what I did 

[JR9]

Hi, I'm having the same issue as the person in this post, please could you get in contact with me to help sort this out

[gmarkj]

Let's see if we can get the community advisors to help @JR9 

Can you reach out to try and resolve this please @O2Ryan ?