Return of an Upgrade - How Long does it take?

[Precious175]

I've ordered an upgrade online, and accidentally clicked the wrong model and didn't realise until I've ordered and got the confirmation email, I immediatly phoned back and I was told it was too late to cancel the order, I have to wait till it arrives and send it back. So I've asked the store (Click and Collect) to return it whenever they recieve it, and I believe they have simply refused delivery and on my tracking data it shows as "returned to sender".

I've been told it should take no more than 5 days to proccess it, but it's been 5 days and I recieved no information whatsoever, my online account still says im on that phone. So I've phoned 202 and asked what's happening and I've been told that after 5 days the phone gets picked up by Royal Mail and then returned to the O2 return department for checking if I done anything to the phone. The lady I spoke to asked me to give it a few more days for the royal mail to deliver it and then for it to get checked and my account updated.

1 - why is royal mail collecting it if the delivery company returned it to the original sender after refusing delivery? Unless it was returned to some box waiting to be collected.

2 - Should I just wait? I'm worried that if I give it another few days it will turn into a week any my 14 days cooling off policy will be up. They just don't seem that much in a hurry about this. I would also like to upgrade my phone to a better one as I'm going for a holiday soon.

Should I go into a store and ask them to contact 202 as maybe they will be taken more promptly than myself?

[jonsie · Accepted solution]

It may well be that the phone is back with O2 in the post room waiting to be scanned back in. Unfortunately it needs someone to physically do this.I doubt going instore will help but maybe worth a try.

[Cleoriff]

@Precious175If you go instore they will only call customer services.I would call them again and express your concerns that it's still showing in your account. Far better to be safe than sorry

Welcome to the forum by the way

[Cleoriff]

Just to add it can take up to 24-48hrs for your account to be updated

[Precious175]

Called them, one person told me that simply enough time hasn't passed yet, and the second counted the days on his finger from when it was returned and said it should be done by tomorrow.

I was passing the store either way and the guy told me to just keep phoning them everyday until it is done as sometimes they can be a little lazy.

Ill keep phoning and waiting hoping it gets sorted soon.

Thanks for the reply and the welcome

[jonsie]

Hope it is sorted out asap for you

[Tsidkenu1es]

Hi @Precious175 and to O2 Community Forum...! where small or big problems are solved swiftly...!  

Sorry to hear all the hassle you are having...! ...human mistakes!

Don't forget to tell them to record the massage for future reference and to give you the reference number...

All the best to you 

[Cleoriff]

@Precious175With luck it will be scanned back in soon and then the job will be done..

[Precious175]

Thought today instead of phoning I will use the chat online option - which usually is bad as they just tell me to call 202 instead.

Landed on the most usefull advisor that contacted the returns department, the store as well as the company they use for deliveries and confirmed that the returns department recieved this yesterday and they will deal with it so I can order a new phone today by calling or going in-store.

Going to go in later to confirm this and hopefully I'll walk out with a new flashy phone.

[Cleoriff]

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@Precious175 wrote:

Thought today instead of phoning I will use the chat online option - which usually is bad as they just tell me to call 202 instead.

Landed on the most usefull advisor that contacted the returns department, the store as well as the company they use for deliveries and confirmed that the returns department recieved this yesterday and they will deal with it so I can order a new phone today by calling or going in-store.

Going to go in later to confirm this and hopefully I'll walk out with a new flashy phone.

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That's excellent news @Precious175. Best of luck