Delivery and ukmail

[Jojojo73]

Hi , Upgraded to an iPhone X for delivery Saturday. It never came. Tracking number with ukmail doesn’t exist and ukmail can’t help. O2 can’t help either as as far as they’re concerned the order was completed and sent at their end.
Any ideas what happens next and what I can do? . 3 phone agents unable to help me plus 2 chat agents that were useless too. O2 seem to be of the mind that this isn’t their problem.

[MI5 · Accepted solution]

Hi @Jojojo73 

This IS very much O2's problem.

Get back onto them, by phone, not chat and demand they sort it out.

Complaints link here too if required to get things moving along https://www.o2.co.uk/how-to-complain

[Jojojo73]

Thank you I’ve emailed that link now.
I’ll phone again trmw but it’s getting very stressful now. They admit it’s lost but refuse to do anything about it.

[MI5]

I'm afraid they legally can't refuse to do anything about it.
It is 100% their responsibility until you sign for it.

[Cleoriff]

@Jojojo73Just to add my voice to @MI5's comments.

O2 HAVE to sort this. Until you receive the phone you purchased from THEM it's down to O2 to do the chasing. Not you.

Annoying and stressful but legally they have no right to absolve themselves of any responsibility at all.

You haven't signed for it as you haven't received it. That isn't your problem, it's O2's

[jonsie]

Expect your first bill to be popping into your inbox any day soon too!

[Jojojo73]

Thanks everyone. I’ll keep at it and yes, I’m already on new tariff and being charged . Sad times 😞

[Bambino]

@Jojojo73 The onus is on O2 to confirm that they delivered the phone to you. You need to press this with them as soon as you can. Don't bother with Live Chat. Speak to customer service again, and also follow the Resolver link within the complaints link. Resolver will hopefully get this sorted for you. Please let us know how you get on. Good luck.

[Jojojo73]

Thank you all. Resolver used as well now. I’ll report back when I hear something. Thanks again.

[Jojojo73]

Hi it’s just arrived. A completely different tracking number to the one I was given so it’s either a replacement or the number was wrong and it’s been lost in transit since Friday. It’s here now so thanks to everyone that helped