Awful service from o2

captaindaniel

Just thought I would share what has happened to my mum when she bought a phone from the o2 online store.

She ordered the phone on Sunday 6th January and chose to have it delivered on Monday 7th. The first problem came when o2 did not send a confirmation email with a tracking number. Hoping it would still arrive on the Monday someone waited in but it never came, someone again waited in the the Tuesday in case it was late but again it was not delivered. We went on web chat that night to see what had happened, we were given our order number and a tracking number and told it would be delivered the next day. Later I went on the couriers UKMail tracking page to see if any information was available and it said that it was supposed to have been delivered on the Monday but the delivery vehicle had been stolen and there was no information about any re delivery planned for Wednesday. Assuming o2 had checked the status of the order and knew what they were talking about someone again waited in on the Wednesday but again no phone was delivered. That evening we again went on to web chat, explained what had happened and told them the web page was saying it had been delayed due to the vehicle being stolen, all the customer adviser told us is that we would either be given a refund or a new phone would be sent out but could not say what would happen and told us we needed to get in touch with UKMail. We then spent that afternoon and the next morning trying to call UKMail but they never answered our calls. Giving up on that route we got in touch with o2 again, explained to another person what had happened and that we could not speak to UKMail, they then told me that a phone was being delivered to me in the next few days and the tracking number would be the same. We kept waiting and checking the UKMail tracking page but it was never updated past the original entry. This Monday it still had not been delivered and no one from o2 or UKMail had been in touch so we got in touch with the complaints department. We again explained what had happened, they promised us they would get in touch with UKMail and get back to me that day to tell us when we would receive our phone. They failed to get in touch with us either that day or the next. On the Tuesday evening we found an email address for the complaints review department, sent an email explaining everything which had happened and that we expected this to be resolved and for a phone to be delivered by Friday. Today is Thursday and we received no contact from that department to say that they had even read our email. So we again contacted the complaints department this morning, explained to another person what had happened and informed them that if they did not resolve this today and deliver the phone tomorrow then we would be buying the phone from another shop and would send there's back for a refund whenever it finally arrived and would also cancel my mums rolling monthly contract with them. The adviser claimed that UKMail had not emailed them back about the order but promised us she would contact UKMail personally and contact us today. It is now gone 8pm and o2 have not bothered contacting us about this so I will not expect them to deliver the phone by tomorrow.

We are extremely annoyed with the service from o2, we were very understanding at the beginning as it was not there fault the vehicle was stolen but since then we have lost all patience with them. They failed to inform us there had been a problem, seemingly failed to contact the courier they use to sort out the problem, misled us with made up delivery dates and replacement phones being sent out and have failed to contact us at all, we have had to wait in queues for web chat and phone lines to get any support from them. My mum has been an o2 customer for years but now the whole family will never use them again.

DUTR

captaindaniel wrote: »

Just thought I would share what has happened to my mum when she bought a phone from the o2 online store.

(snip)

My mum has been an o2 customer for years but now the whole family will never use them again.

I will continue to use O2, irrespective of your tale.
I'm not even sure why your post is not about UKMail?
I remember ordering an item from Amazon to be delivered by UK mail, guess what? The item went missing, had to wait for a month for a refund.
Another time I ordered from elsewhere and again it was to be delivered by UK mail, guess what? It went missing.
If you have the option to cancel the order, then do so.

captaindaniel

Its about o2 as they haven't even chased up the courier company they use to deliver items to their customers and their customer service team have misled us several times. I don't think it is expecting too much for them to be able to track an order after a complaint, get in touch with the courier and either send out a replacement or issue a refund without all the hassle we have been through.

NorthernOne

Is this phone just an upgrade?

If you have your original sim and phone you have lost nothing other than a few days delay.

If its a new phone/contract then at worse you have lost a few days tariff cost to which I am sure 02 will see you right.

I cannot see how this is 02 fault as UKMail might not have told them the van was stolen.

captaindaniel

My mum is on a rolling monthly contract, she purchased the phone from the o2 store as she needed a new phone as hers is about to die. Even if o2 had not been informed by UKMail I informed them of the information on the tracking page several times and they have had more than enough time to get in touch with UKMail to sort out the issue but they have not done so.

beckyminime

I've been made redundant and contacted O2 too find out if my tariff could be lowered and they have said they can't do this.
Is there anything that can be done because I'm really going to struggle, the adviser wouldn't give me an address just a number but I prefer to make a paper trail .... I've been very loyal to O2 and have been with them at least 10 years.
What can be done?

oopsadaisydoddle

I agree that it's O2 that are to blame. It is their contract with the delivery company, not OP's. OP's contract (of sale) is with O2 and it is their responsibility to sort it out.

I agree that sometimes things happen out of their control like the van being stolen but it should be O2 liaising with UK mail, not their customers!

Having said all of this, it is unfortunate and as long as they either get another phone to you or refund you for the original one then that's all they are obliged to do.