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.

[Anonymous]

Wait and see what Cs say tomorrow when you phone them.

Remember theirs always the option of doing this in the High Street via O2 ,or CPW ~ they can't offer the Refresh tariff tho.

[Anonymous]

Yeah providing the outcome of tomorrow's call with CS I will go straight into town and do it in store, well hopefully.

[Anonymous]

I know it's daunting when you don't have confidence that you'll pass another Credit Check.

You won't know if you don't try.

All of course depends on what Cs say tomorrow.

[MI5]

I'd be inclined to find out what the outcome of Toby`s help is first.

[Anonymous]

Yeah I will do like I say I have to wait for response from the chap who emailed me from social media.
Basically the order was that long delayed the system cancelled it supposedly. Again that was not my fault that was their system error, so if my credit check is brought into question I will advise I was passed on that and wouldn't if had to reorder had this one not been cancelled, and I not be notified.
One advisor told me someone has cancelled it and will re order it without doing my credit check, then someone else told me no it's cancelled completely.
I'd like to know what the timescale is for these orders.
Shall await CS tomorrow. I've screen shot the live chat people I'm going to lodge a formal complaint.

[jonsie]

Good luck and please keep us updated. I'm afraid I would have lost patience by now and O2 would have lost my custom.

[Anonymous]

I'll keep my fingers crossed and am hopeful of a reasonable outcome.



The online form to lodge a complaint is http://www.o2.co.uk/how-to-complain/complain

[Anonymous]

Morning, just on the phone to CS now.
Trying to remain calm but the advisor I'm taking to does not sound like she knows what is going on.

[Toby]

After you've spoken to them Siobhan, send me a message if you still need help.

[Anonymous]

So my order was cancelled, no explanation as to why, so I re-ordered delivery to my home address.....referred to credit team.
So I went I to store pre credit check....declined.
So phoned again and asked them to call credit team and ask them why it was referred and the lady there said it's been sent through to the fraud team and i will be contacted in 24 hours, fraud? Seriously just look at my account you can see it's been an absolute state with a previous order. So basically now I'm told I'll be contacted by email by someone from the fraud department. I'm so angry.