Missing "accessories" delivery - unable to speak to a human!

[Scott18]

I ordered an Apple Pencil on Thursday on the basis that O2 promise next day delivery.

All started well, it was picked up by DHL just before midnight - at that point it has disappeared... No further tracking updates, and DHL complaints team are advising me that they don't have any idea where it is and to contact O2 for a replacement.

But who to contact.... The sales number '202' appears to only be geared towards Contact or Pay-as-you go customers. Having selected one of them, I was on hold for 40 minutes trying before the person who answered advised me he needed to pass me to "repairs and returns" who deal with logistic matters. Another 40 minutes on hold, and I actually had to end the call, as I do have work and meetings to be at..

How do I move this forward without spending an hour plus on the phone, and see about getting a replacement posted out (avoiding DHL) or my money back given the failure of O2 to complete their contact by sending me my order.

[jonsie]

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you

See links below

Or you can call them from 8am to 8pm on 0808 002 0202 or 0800 081 0255

[Bambino · Accepted solution]

@Scott18 This is O2's responsibility. Not DHL's and certainly not yours. You'll need to persevere with customer service however, who have been severely lacking of late.
Call 0344 809 0202, 0800 902 0217 or 0800 032 1402 
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)