Phone not delivered.

[VeroniqueDK]

I Ordered a pay monthly  Iphone on the 1st of June. It hasn't been delivered to date. Now DHL is saying that they never received the parcel and that I should contact O2. I've been going back and forth with O2 and DHL, to no avail. I'm truly defeated. Could someone help me on how to proceed before I'm not able to cancel my contract please. I just want my phone. Thanks.

[Enlli · Accepted solution]

Afraid to say but the only people that can help are the sales team

Looks like you should contact the sales team as they can help with that – message them on Social Media if yo can - 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, free from any phone or landline or via Guide: A Guide to Skype - best time to try calling is around 08:10am.

[VeroniqueDK]

I've been communicating with the X/Twitter team, and no luck so far. Guess I'll need to escalate things then. Thank you for the reply.

[Oxonian]

I would persevere with the sales' team @VeroniqueDK as advocated by @Enlli. 

You talk about escalating matters. Please bear in mind that if you use O2's formal complaints procedure, it is taking O2 up to eight weeks to investigate and respond to complaints. In the interim, other O2 team will be either unable or unwilling to engage with you. 

Hence, a premature escalation could then lead to a long delay ! 👍