Missing order for over a week empty promises

[mcflappers]

Hi,

after some advice:

ordered an iPad mini 6th gen 7/6/22 on the understanding next day delivery is guaranteed (as per product webpage) 

order didn’t arrive on the 8/6/22 which is fine I understand a days delay

9/6/22 nothing, other than a note on DHL saying it has been delayed, rang DHL and they said it couldn’t be found in the warehouse, so rang o2 and told them SHL had said that. o2 got in touch with DHL and then told me they had said it just hadn’t been scanned… several phone calls (why should I have to be the one chasing them up???) I eventually asked the o2 rep to cancel the delivery and get the parcel redelivered to o2. She instructed me to call back around a week later.

fast forward to today (15/6) rang o2 they told me they have not received the return. Told them I will not be paying for this item and if I do get charged, I will be seeking advice, I was told that the advisor would speak to his manager, then phone line then cut off. Rang back the guy on the end it felt like was trying to fob me off with a manager call back (like that would happen….)

rang DHL (the actual depot) they said that the item should have been delivered, and they were going to have a search and return to sender if found. 

am I in the wrong for saying that I refuse to pay for an item/service I’ve not received? Am I in the wrong for being as angry as I am that I am having to do the leg work of two multi million pound companies?…. What a joke

[Cleoriff · Accepted solution]

@mcflappers 

You shouldn't be the one doing the chasing. Until you receive the phone, it's O2's responsibility.

I know you've done a lot of calling but

it looks like you should contact the sales team as they should 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

[mcflappers]

I have been ringing them every day. Every time I get the same crap “24 hours and it will be canceled” guess what…. It’s still not canceled. Guess what, my bill is due to be raised in 5 days time…. I refuse to pay for something that I don’t have ownership of and DHL have ADMITTED to losing. 

im also sick to death of “manager call back in 24 hours” guess what…. NO CALL BACK! Absolute joke of a company seriously thinking of taking advice from CAB about this, as it seems like o2 just want me to pay for an item that I don’t have. Didn’t realise o2 now are con artists.