Told my phone would be delivered today. It hasn't been.

[MarieMc]

I received an email from o2.claims@brightstar.com to say my replacement handset would be delivered today by DPD. I then received a text from DPD to say the phone would be delivered today between 14.57 and 15.57. In the meantime, I got an email from another company to say that something I ordered from them would also be delivered today by DPD, and I got another text from DPD to say it too would be delivered between 14.57 and 15.57. Surprisingly, the driver turned up within the time stated, but only had the other package and not the phone. When I asked about the phone he said he didn't know anything about it.

So I started a chat session with a CS agent. This agent told me that the delivery would be made tomorrow instead. But when I complained and said I wanted to know what O2 would do to compensate me for a day's lost wages, they terminated the chat session. So I started another chat session with a different agent who told me I would have to ring the insurance company about the delivery as they have no access to the information. Anything I asked about the information I had been given by his colleague resulted in the same answer "Please call customer support on blah blah blah...". What way is that to treat your customers? I suppose thats what you get when you outsource customer services to a company thousands of miles away, whose staff are dealing with umpteen different companies and are paid a pittance for their services.

Unfortunately I think its more than likely the phone has ended up somewhere else and I'll never see it.

[MI5]

Have you tracked it on DPD's website to see where it is or if it's been signed for?

[Cleoriff]

DPD always give you a tracking number. I would presume if you were having 2 deliveries from them today there would have been two different tracking numbers?

O2 should be sorting this for you. Until you receive the phone it remains their responsibility...

Don't deal with live chat...contact O2 CS and speak to an advisor  http://www.o2.co.uk/contactus

[Anonymous]

I have a feeling that the driver walked off with it or it wasn't actually loaded in to the vehicle 

[viridis]

Could be just simply an oversight, but fact remains, until you recieve it it's O2's responsibility to chase it up for you.

[Curr946]

You might want to give DPD a call if you don't have more than one tracking number. They can search for you and see for sure how many packages where being shopped to you. As said it may be an oversight. Could be in the drivers van or in the warehouse. But as already stated, it's O2 that needs to sort it out should DPD not have it / lost it.