Thanks for your suggestion @jonsie I contacted them every day for 5 days. They dont have proper communication within the team and with the Shipping Partner DHL.
First day, O2 customer support asked me to contact DHL and wait for 24 hours, I contacted them and they said they couldn't find phone. So they asked me to contact O2. I informed the same to O2 support team. So they sent an email to DHL and again asked to wait for 24-48 hours.
Second Day, I received an email from DHL stating that the phone has been lost and asked me to contact sender (O2) to initate the search party in warehouse. Again i informed the same to O2. They sent an email again. I requested that, my own phone had broken and i ordered this phone in an emergency situation as it was shown as next day delivery. Because I had to travel to London and I was missing a lot of Business calls. And, requested to provide the replacement for the lost phone. They refused to send a replacement and asked me to wait 24-48 hours. I waited 3rd day, 4th day and contacted them to get the replacement as soon as possible. spoke to 5-6 customer support advisors for more than 1 hour or 2 hour chats and calls. they agreed to send the replacement finally, while i was in call Carrie a customer support advisor told me that she placed a replacement order and grievance compenstation of 50GBP to my account, and I asked for the email notification as I dont have alternate number. They didnt send any email, so after 3 hrs again I contacted them to get the notification someone name Mohammed said He couldn't find any order placed on my account and final status customer has wait for 24 hrs. WHaaat? Still, But I explained what happened with carrie, but he didnt even listen to me, he arrogantly asked for a promise his exact words "give me pinky promise" not to argue with him. Come on, if you dont get my point after 4, 5 days of waiting still you didnt placed the replacement order which carrie told me so, and he was asking for promise...? what the heck? He transferred call to sales team, where one person asked me to place new order not a replacement and I had to go through the credit check, upfront fees and termination fees for the previous order. I told her the situation and asked to transfer to supervisor but the call was disconnected. What a shame on you guys?? is this customer care or support? where is the trust which i had and respect which they should give? Finally, again i contacted through chat and connected with floor manager who spoke to me 2 days earlier, worried for the problem still persists. He transferred to returns and replacement team where one person listened to very carefully and went to discuss his manager and came back after 13 mins (literally) asked me to wait for 24 hours. Again from the beginning??? Seriously I was so tired. I asked to transfer to supervisor to whom i spoke but a different person connected again waited for 10-12 mins he said (This is Highlight) My Order was in returned status and the account is closed status. whaaat???? I said, I couldn't do it more, i was very tired and frusturated. So I said i'll lodge a complaint against O2 and DHL and he replied, "shall I raise a complaint?" I was like "Very Nice.." raising compliant against whom? on what matter? Really, are these people for real??
5days of continous chat and calls, no solution was provided. Incapable of providing alternate solution, no proper communition within the team, shipping partner and to the customer. after a while I got a call from O2 feedback team about my experience with O2, The experience was nightmare.
For all these communications, I never got a single email from O2 about the account status, order status, replacement status, account closure status.. nothing.. But I got one email that my bill was generated with the due date. What the F**K...
