Dhl delivered device to wrong address

[Andrewsp85]

Hello

I need help! 

I ordered my partner a new device on o2 as her contract on vodaphone had expired and her current device was failing. I ordered the new device on the 19th of March, and it was suppose to be delivered on the 20th of March however DHL delivered it to the wrong address and the proof of delivery shows it was signed for by someone who does not live at this address and we have no idea who this person is. I immediately called o2 once i discovered that dhl misdelivered the device. It has now been almost 3 weeks and o2 are refusing to send out a replacement until they have as they say found the device that was misdelivered but DHL has no idea where this device was delivered too or to whom it certainly wasnt us. We are always met with oh we will call you back once i get this authorised by a manager and then no one returns the call. Or we have them simply hang up on us. We have been in contact with DHL and they have provided us with a crime reference number as they are listing this parcel as stolen now. We have tried contacting o2 today 3 times and everytime we are hung up on. I am at a loss as to what to do now! I need help this is stressing me out! I am paying money for a device i do not have. I need advice or help please.

[MI5]

@Andrewsp85 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -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
Thanks