Store Click & Collect Orders - Update [ Edited ]

[Chris_K]

Hey all,

We know the COVID-19 crisis has caused some uncertainties and one of those is around Click & Collect, or Click & Collect Today orders. As many of you know, in-line with Government guidelines we have closed all O2 stores across the country, so we understand we have some customers who are now unable to collect their orders. We now have an update we’d like to share with you.

I’m a new customer

We want to get your order to you, so we’ll deliver instead to your billing address. You will receive a text message from us from tomorrow confirming this address, and we’ll dispatch your order as soon as possible. Watch out for an email or text confirming when it’s on the way.

For safety, fraud and security purposes, you will not be able to give us an alternative address for delivery.

I’m an existing customer

We want to get your order to you, so we’ll deliver instead to your billing address. You will receive a text message from us from 30 March to re-arrange delivery. We’ll dispatch your order as soon as possible, so watch out for an email or text confirming when it’s on the way.

If your billing address isn’t suitable, you will have 24 hours to give us a new delivery address from when you receive this text. If this applies to you, the text will have instructions on changing the delivery address.

I’m a new/existing customer and pre-ordered, but it wasn’t ready to collect

Though one of the above will apply to you (whether you’re a new or an existing customer), the exact day of delivery is TBC and is fully dependant upon stock levels, as would have applied before our stores closed. As soon as your order is ready for dispatch, you will receive an email or text with confirmation.

No longer want your order, or want to return it?
Once delivered, you will need to follow our returns process.

[Cleoriff Level 93: Majestic]

Thanks for this welcome info @Chris_K 

[jonsie Level 94: Supreme]

It certainly helps @Chris_K 

But.....when are O2 going to change the crazy way of trying to cancel when a device hasn't been sent out yet?

[victorjp Level 1: Joiner]

Dear o2 Social Media Team,

Chris_K- Thank you for your speedy response. It was mentioned customers will be contacted 30th of March for arranged delivery. Could you please advise when I will be contacted.

Many thanks

Victorjp

[MI5 Level 94: Supreme]

@Chris_K ?

[jonsie Level 94: Supreme]

The only contact you will get is a dispatch email. Social media team won't be able to give you any more info.

[Chris_K]

As you mentioned 30 March, I assume you're an existing customer. That being said, those messages were being sent out from Monday so it may take a few days for our team to get around to all of these. If you give it another day or so, you should get an update by then. If you've already had the messages to arrange delivery, it won't be possible to confirm exactly what day your order will arrive - but as soon as it is dispatched, you'll be sent a notification confirming this.