Infuriating Click and Collect Service

[Arrpi87]

Can anyone supply me with an email address to raise a complaint with O2?

I've placed an upgrade order online yesterday for click and collect and the store still have no record of my order.

The infuriating parts? Well...

-I choose the Blackburn store, instead of Accrington where I live, because it said I can click and collect the same day (yesterday) instead of having to wait until Friday at other stores.

-Yesterday the store had no idea about my order, please try again today. I tried again today and now I'm being told try again tomorrow. I will now have to rearrange other commitments, which was the whole point of not choosing the store in the town where I live.

-My confirmation email said I can pop down anytime, even before the store text me to say it's ready. The email said they will pick the order while I wait.

-One O2 live chat online, three customer service phone calls, three calls to the store, three round trips to Blackburn and I'm still going round in circles.

-Customer services on my 2nd call told me that they would phone me back asap and resolve the issue today. Never happened.

This is ridiculous. If I'm given the runaround again tomorrow I'm cancelling and going to another network. I only upgraded on O2 to avoid the faff of changing network. Might as well have done that now.

[Anonymous]

Hi @Arrpi87 you can complain using this link. Resolver gets the best results 

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

[MI5]

@Marjo @Martin-O2 @EmilieT any help?

[Cleoriff]

@Arrpi87If you DO decide to cancel this is how to do it..

https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

Also how to get your PAC here

https://community.o2.co.uk/t5/How-to-Guides/How-to-get-your-PAC-2017-Update/ba-p/1052278

However I hope things can be sorted before you make that step...

[EmilieT]

Hi @Arrpi87, I'm sorry to hear you about how your upgrade went - I'd happily check if there's anything we can do on our end  I'm sending you a Private Message on the forum now to get some more details.

Thanks @MI5 for the mention as well!

[Arrpi87]

Thanks Emilie! I've messaged you back as requested.

[Arrpi87]

Update...

After calling the store (still no sign of the order) and calling CS again they've managed to tell me that the phone is at some depot and the courier will be delivering to the store either today, tomorrow or Monday.

I've found my item tracking number for the courier... due to be delivered Monday.

FFS... this is a farce. There was a reason I ordered click and collect for same day. Now it'll be nearly a week (unless some other ****** up occurs).

The latest lady I spoke to at CS to be fair was much more helpful than the others ive spoken to. Shes credited me with £10, kind gesture but doesn't even cover all the petrol and parking I've shelled out going back to the store a few times on crap advice.

She did mention that the store only get a few  hours to pick a click and collect now order, so the order probably expired, but I went to the store only an hour and a half after placing the order and they had had no sign of it apparently.

[Cleoriff]

@Arrpi87I do hope this comes on Monday as promised. As you say a gesture of goodwill doesn't cover all the stress and running about the customer has to do

Let us know it it goes please

[Arrpi87]

@CleoriffI hope so too, I'll post the resolution on here whenever I finally have the handset in my grasp.

Annoyingly... the O2 online store still shows the black Galaxy S9 as available for click and collect today from Blackburn, so dunno why the order couldn't have been resent to the store's computer. Oh my days, what a mess up

[Arrpi87 · Accepted solution]

Well... FINALLY received the word that it's ready for collection. Only six days late.