Issue with purchasing the earbuds for the promotion for Samsung Galaxy S23 Ultra after purchasing

[Roblamp1]

Purchased the Samsung galaxy s23 ultra yesterday from the o2 store in Manchester Ardale which states you also receive a pair of earbuds also. Daniel said he didn't have any left in store and will send them out in the post to my address however I don't have this in writing and am a little confused

[Aljomaz]

Yes, I have a complaint number. I also emailed full details to complaintsreviewservice at O2.com. 

[Aljomaz]

Yes, I have a complaint number. Also emailed full details to complaintsreviewservice at O2.com. Still no response. 

[Oxonian]

@Aljomaz 

When did you submit your complaint ? 

[Aljomaz]

Here is the information you requested, could you kindly let me know how this might help you to help me? My complaint was first submitted 27 October 2023, shortly after receiving the voucher code and "expired" error message. The O2 representative couldn't or wouldn't help, and said the complaint had been escalated. I got a message from O2 stating that the complaint would be resolved in five working days. I phoned O2 Customer Service (202 on my phone) 2 November 2023 (another 40 min call), was given complaint ref CCT-A715960 and was told I would get a call within 24 hours. Still not received a call or any other communication from O2. I emailed the complaintsreviewservice@o2.com 6 November 2023 but still no response. 

[jonsie]

No one at O2 will be able to assist you any further until the issue has been dealt with by the complaint review service

[Oxonian]

@Aljomaz 

I would be inclined to give it a month from when you first complained, ie until 27 November 2023, and then contact Resolver :-

How to Complain | Help | O2

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

[Aljomaz]

I've emailed again because it now appears that the o2 shop gave me the wrong email address. It apparently should be complaintreviewservice@o2.com not complaintsreviewservice@o2.com

[Oxonian]

@Aljomaz 

Please keep us updated on developments. 

[Aljomaz]

Still waiting, Merry *** Christmas.

[Aljomaz]

Update 23 February 2024: I referred the complaint to the Communications Ombudsman who replied that it was a matter for the Financial Ombudsman. I then referred the complaint to the Financial Ombudsman who replied that it was a matter for the Communications Ombudsman. So where do I go from here? Regards Alan