Dispatched but no tracking

[W3079]

Hi,
I got an email on Thursday evening stating that my click and collect order was dispatched. However, I never got any tracking info.
On Friday, my order status shows as complete. With the sections for tracking stating ‘Not Applicable’
My new price plan and tariff started on Friday (along with texts and emails confirming this) and over the weekend I got the texts asking me to do a survey about my recent order experience.

It all indicates that there’s a problem. Anyone else experienced this?

[MI5]

@W3079 

There is no tracking for click and collect.

The device would have been dispatched to your nominated store.

You need to call them to arrange collection.

[Benlfc]

You wouldn’t get tracking info for a click and collect order although you could obtain this by calling 202 or using the live chat, the concerning thing is as far and as I’m aware your price plan and tariff shouldn’t change until you have collected your order as they only keep it for 7 days before cancelling the order and you wouldn’t be expected to pay for something your not using, your order would however show as complete in your MyO2 when it’s dispatched if I was you I would get onto 202 on the phone ASAP

[W3079]

Thanks. I’ve gone round in circles with them explaining this but they keep telling me that I’ll get a text with my tracking number and then it’ll be ready to collect in store.
It’s driving me mad as nobody I’m speaking to is understanding what I’m telling them.

[MI5 · Accepted solution]

@W3079 

You should get an email with a pin code to use when collecting.

Check your spam or CALL customer service for help Guide: How to find help & contact O2 

[W3079]

I didn’t get any pin code annoyingly

[MI5]

Then you must call customer service.

[W3079]

Thanks so much for your help. I’ll try them again (5th time) hopefully I’ll get someone who understands the problem

[MI5]

Just be sure to call and not use live chat.