Still no dispatch email 1 week from order.

[Anonymous]

Hi all I'm knew to O2 and just wanted some advice. I ordered the iPhone 5c 16gb in pink last Saturday, order wen through and at the end It said referred to credit, I thought ok, here comes the deposit email. Anyway to my surprise Monday I had an email saying your order is being processed and will be dispatched shortly. So I called CS to confirm which stage it was at, he advised the order is completed and he phone is waiting to be dispatched. Due to be delivered to store on the 16th (my request)
Anyhow I'm still yet to recieve a dispatch email I've spoke to several customer service advisors who basically have said "I have no idea why it's not been sent' as you haven't allocated a parcel number there's not much we can do" I've been into store they weren't helpful either just a case of we will ring you when it comes. I've been told by live chat they will out a priority note on my account this was Thursday to be dispatched within 24 hours....nothing.
Is this normal?
They've litrally completed my order even allocated my new pay monthly mobile number, but nothing yet. It's in stock also, no problems there, and it was referee to credit on 12th and successfully passed on 13th requiring no information. I'm baffled and so annoyed now.

[Cleoriff]

As I said earlier, I am hoping @Toby   can help with this tomorrow

I have PM'd him

(For @Anonymous info Toby is our community co-ordinator)

[jonsie]

Yes we have gone as far as we can to help now until Siobhan gets the phone call tomorrow or @Toby   becomes involved. 

[Anonymous]

Oh thank you so much. Really appriciate all your input it's really helpful. It's just a shame the store can't credit check me over the phone I'd happily do that but I don't think they do.

[Anonymous]

No You would have present in the shop I believe.

And don't mention it.

We are all here to help ,and chat (if you wish. :))

[jonsie]

No worries, we're all hoping for a happy outcome tomorrow

[Anonymous]

Thank you. I will be sure to inform you of any updates as and when 🙂

[Anonymous]

Had a missed call from O2 rung them and just basically explained what had gone on then he just said I would be on what is called the back order, so as the phone appeared out of stock when it's in stock they have to issue the handsets in order of who ordered it first, then mentioned it being setup for dispatch for Monday as it is now in stock and enough to clear a back order. Now I'm totally confused, as he said it should be available from your collection point on Monday. Absolutely baffled now. Checked again still no parcel number but I wouldn't have one as it's not set up until tomorrow?

[Anonymous]

From the link I added earlier in the thread.

"Select 'Click and Collect' at the checkout and choose which store you want it delivered to. Your order will be sent from our warehouse, usually within two days. We'll email or text you when it's ready to collect.

Collecting your order

You'll just need to show us your Collection Reference. This will be on your order confirmation and on the note we sent, telling you that your order was ready to collect.

You can also have a friend or family member collect it for you. Just make sure they bring the Collection Reference with them. Your order will be kept in store for seven days."

[jonsie]

It just gets worse! I think you will just have to see what tomorrow brings now. Certainly if you haven't heard anything after 1.00pm, call them and send Toby a PM. The fact that you got a call today shows that your in the system and something is hopefully happening.

[Anonymous]

I have all my click and collect reference and everything I was sent that last week, I just meant it was confusing that it's set up for dispatch tomorrow but I've not parcel number, then he said it will be ready to collect tomorrow. That's like two different things.