Order cancelled

[Anonymous]

Can anyone help regarding an online order?

[Anonymous]

More info My daughter tried to collect but had no id for me so she rang up they said they cancelled it they didn't was still store to be collected as I received an email stating to still be collected week later and stating it will be sent back 2 days later Another week later still no refund spoke to o2 chat they saying it still in store !!!

[Cleoriff · Accepted solution]

Hi @Anonymous if you go instore to collect an order you do need some ID. They could give it to anyone if no confirmation provided

If you haven't collected you need to ring CS yourself and explain whats happened http://www.o2.co.uk/contactus

[MI5]

I guess you need to tell the store to return it - o2 won't refund you until they get it back.

[Anonymous]

They sent an email last week stating they still had it and if not collected within 2 days order would be cancelled ? It has not been cancelled yet!!

[MI5]

So call the store first, ask them to return it then chase up with CS for the cancellation.

[Anonymous]

Ring customer service ? The ones originally said they cancelled it when they didn't ?

[MI5]

They can't cancel it until it's returned.

[Anonymous]

Also the website states: they should only keep it for 7 days

−See collection times and more information
Collecting your order

To collect your order in store, you'll need to bring your 4 digit collection reference, which you'll find on your confirmation email, and the credit/debit card you used to pay.

If someone's collecting for you, they'll need to bring the confirmation email which includes the 4 digit reference code and photo ID confirming both yours and their identity. This should be a passport or UK photo driving licence.

We'll look after your order for seven days – if you haven't collected by then we'll cancel the order and give you a refund.

[MI5]

It doesn't say this will be done immediately though.