I've been a customer for a week and feel robbed and defrauded

[Anonymous]

Needed a phone at short notice,

chose phone on site, available in store

ordered click and collect

Went to collect

no phone

Chose and purchased different phone from available stock and went to cancel ordered phone.

told I have to wait untill phone arrives instore to cancel

wait 3 days

Phone to cancel phone (now instore) told to go instore

visit store, told to phone and cancel

Phone to cancel, helpfull person contacts store and aranges return of phone,

But

Informs me a refund cannot be processed untill the phone arrives back with them and it will take a further two weeks for a refund to process.

Meaning...

O2 will have had my money for three weeks for a phone they failed to provide when promised and that has never left their posession.

Is this normal practice for O2?

It feels criminal

I'm aghast that this is how 02 intends to do business and seroiously considering taking a hit on the simlocked phone and finding a more ethical provider, it's just so disapointing to feel this ripped off a week into trying a new service.

[Bambino]

You have 14 days to change your mind and cancel the whole thing. Going on your experience, that might be the way to go. It really depends on if you would get as good or better coverage from another network.

[Cleoriff]

Hi @Anonymous

This seems to be an appalling tale of incompetence. Brought about by O2's failure to stock the phone they charged you for. We see this a lot and is the reason why we always advise people to go instore and buy the phone they want there and then

If you wish to complain then follow this link..

http://www.o2.co.uk/how-to-complain

[MI5]

It's normal practice and the same for all networks - not all that ethical, I agree but it's how the business is.

[jonsie]

It's certainly the way o2 work, nice bit of interest on your money and everyone is happy except for the poor customer. To be frank, in this day and age there should be absolutely no way you have to wait for the phone to be delivered to the store in order to cancel. Crazy beyond belief and it's time the official regulation people sorted this out. Shame on O2....

[Cleoriff]

I suppose we have said it before but could repeat again...A live stock ordering system would really be the way forward....:smileysad:

[gindygoo]

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@Cleoriff wrote:

I suppose we have said it before but could repeat again...A live stock ordering system would really be the way forward....:smileysad:

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If only somebody actually heard the pleas?

@Toby @Anonymous 

[jonsie]

I don't think the present regime have any inclination to introduce live stock ordering system. We can only hope for better when Three take over, though I'm not sure they have it yet.

[Cleoriff]

I know a live ordering system would be a massive undertaking to install...but I shop online 95% of the time and just can't understand why it hasn't been done as yet. . Amazon do it...as well as not taking your money till the order is ready for dispatch.....and, due to customer pressure and complaints they have also started their own delivery business. .. When Three take over they do need to make some major investments in the new company

[jonsie]

When ordering accessories from o2 online,  if they use outsourced suppliers you get an email from that supplier of its out of stock asking if you want t cancel. That's been my experience when ordering earphones. If their suppliers can do it why not o2?