Phone Upgrade Not Recieved

[NandKJacks]

Hello, 
I paid alot to upgrade my phone, (next day delivery) however DPD refused to deliver saying it was damaged and are apparently sending it back to O2. Apparently, O2 cant send out a new device, and I can't cancel either until the phone is marked as returned. However my order is marked as completed on the O2 account and DPD claim they are returning the phone but haven't yet. Surely delivery of phone is O2's responsibility and they should be doing all they can to uphold that? I think that this is terrible customer service as the customer has become responsible for an item before its delivered. Every time you speak to someone there's nothing they can do. Its a 48 hour wait to speak to manager. I just feel a bit in limbo and don't know how to resolve it. 

[MI5 · Accepted solution]

@NandKJacks 

It is O2's responsibility.

Looks like you should contact the sales team as they can 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

[NandKJacks]

Unfortunately they're all saying the same. Until the device is back with them, they can't send me a new one, despite the face that we have never seen the device and its floating around in a DPD depot somewhere marked as damaged due to be returned to O2. I've literally wasted hours on the phone now. No one can resolve it until the phone is back with them.