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]

Good news @Precious175 do let us know if all goes ok and what phone you choose

[Precious175]

Apparently the lady read the thing wrong, it has been marked as returned but It will not let me upgrade for the 24 hours after it has been marked, (not sure when it was marked as returned exactly) so Ill try my luck tomorrow or on monday.

And I believe ill be going for the Huewei P20 Pro, had a hard decision between oneplus 6, samsung galaxy s9+ and the p20 Pro.

[jonsie]

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@Precious175 wrote:

Apparently the lady read the thing wrong, it has been marked as returned but It will not let me upgrade for the 24 hours after it has been marked, (not sure when it was marked as returned exactly) so Ill try my luck tomorrow or on monday.

And I believe ill be going for the Huewei P20 Pro, had a hard decision between oneplus 6, samsung galaxy s9+ and the p20 Pro.

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It's not really good enough. O2 make the simplest thing so difficult! 

Glad to see there were no Apple devices in your short list 😉

[Tsidkenu1es]

Hi  @Precious175 I'm glad for you all is sorted out... Good mobile choice...!

[Cleoriff]

Enjoy your phone when you get it @Precious175