DHL lost my o2 phone parcel

[suheluddin]

I placed an order on 28/06/22 for samsung galaxy flip 3 it was dispatched on 28/06/22 delivery schedule for 29/06/22 on the morning of delivery I checked DHL tracking and it says this package is delayed I have contacted DHL and they have informed that last time the package got scanned was @dhl stoke after that no more scan I was informed to reschedule this delivery for 30/06/22 which is today and still no scan on the parcel so most likely this parcel is deemed lost or stolen, I don't know what to do o2 customer service's very disappointed they got a marvellous idea go from London to DHL stoke and look for the package it's like I work with DHL, any help will be really appreciated thanks 

[adec · Accepted solution]

There's not much anyone here will be able to help you with... I'd contact O2s social media contacts.. you'll probably get a better answer :

 You can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help

[Cleoriff]

@suheluddin 

Follow the good advice from @adec.

However one main thing to remember, its O2's responsibility to get the phone to you. If there is any issue with DHL, O2 should be sorting this problem not you. If it's lost, O2 and DHL will bear the cost of the loss. Also, no-one should expect you to be paying a contract for a lost phone.

[Angry1]

I placed an order on 01/04/2023 for Samsung galaxy S23 ultra and apparently  it was dispatched same day and delivery scheduled for 03/04/2023 for store pick up. Unfortunately there was no phone or any update. I checked DHL and they have informed that they have not had scan there and this hasn't been scanned in their network since the 2nd and I need to contact the sender for the advise. Most likely this parcel is deemed lost or stolen or has never been shipped by o2 as they were not able to proof that this was shipped. I paid £800 upfront  cost plus some extras. I spoke with o2 because I wanted to cancel this order since I have not received the device. I was told that the contract can be canceled only when the device will be returned by me or  by the o2 store agent. This is getting very exciting,  because, I clearly said the parcel seemed to be lost so there wont be any return. So I've been left out of pocket -£800 no device and no help. It's already the 6th day of my 14 days cooling period and I am wondering if I will be still able to cancel my contract after that time? Obviously the investigation will take a while... if anyone is actually doing one...