Delayed order from 29/11/24

[Keccles]

I put my order in on 29thNovember 24 this was an upgrade order. It went through fine and I received the dispatch notification and delivery pin. Monday the 2/12/24 arrived and I received nothing but this was the expected delivery day. This was for my son’s birthday. I phone up o2 to be told “there is issues with the warehouse and nothing can be done just sit and wait till Friday.” “Nothing can be done”. Friday comes and no phone is delivered I race a complaint with the complaint review service. I receive a call telling me that orders are restarting on the 9th-10th December these days come and go with no delivery, on the 9th I receive another call from 02 telling me that there is still issues but we will give you another £50 credit as good will guesture (however every time they do this it closes the complaint effectively bribery to shut you up.) I refused the payment of £50 and told them I want this sorting my order is saying complete and I have no phone! It’s passed the processing stage so why don’t I have the order?! she could not answer! I also stated as this is down to o2 and I’m in the 14 day cooling off period if I don’t record the device will this be extended I was told possibly. Why only possibly and Not definitely!?  Mean while I was told again to wait till 20th December now! This is outrageous. 
I have 5 accounts with o2 and have now threatened to cancel every one of them and refuse another penny until this is resolved. 
that same Monday I went to the o2 store to see if there is anything they can do. They was going to try cancel my order for me so I could apply instore but couldn’t, he told me to put a complaint to ofcom and the ombudsman as he agrees 02 make false promises! So I have now. I have also screen shot everything and made sure every time they spoke to me I requested the call was recorded. 
I officially hate o2!! They have lost customer here and just make false promises. They will loose 5 contracts from this house hold. I feel for all affected as they call centre don’t have a clue on what is actually going on in the warehouse and make the situation worse making false promises and lying! Outrageous!

[pgn]

A chemical leak at the warehouse at the end of November forced the Health and Safety Executive to step in and evacuate the building, and they kept everyone out until 8th Dec.

You can Google as well as anyone, and notice that VM, O2, giffgaff among others were all affected.

So as cathartic as posting and venting was, what exactly do you think could have been done, @Keccles?

Perhaps your phone is on its way now, or perhaps your threat has dropped it to the bottom of the list, I know which I might have done...

(edited to correct a minor typo)

[Keccles]

The order isn’t processing nor has it updated on the DPD app. It says completed when it isn’t completed so I fear that it is infact not even being felt with. Fully aware of the ammonia leak and fully understand I am no the only customer. How ever when they state it will be delivered the 1st and then it doesn’t show and then 9th-10th and then fail to fulfill what do you expect a customer to do? Now being told the 20th that’s nearly moth since order date! 

your judgement is not needed here I know consumer rights and I also know the law. 

[pgn]

Venting works both ways, @Keccles - so as doubtless you will be informed later today on this, the O2 Complaints Process now seems to effectively lock you out of O2's Call Support loop for at least 8 weeks.  You can be pretty sure a company as hungry for cash as VMO2 is currently will push the boundaries for rights and the law to their very limits.

As an example: https://community.o2.co.uk/t5/Tech-Support/I-ve-suddenly-started-having-no-signal-most-of-the-time-n...

Please do keep this topic updated as your struggles continue, and the search bar up at the top of the page will help you find how others have fared in this respect. Good luck, @Keccles 

Guide: How to find help & contact O2 

(edited to add links)

[madasaf1sh]

He will be disconnected with a. wrecked credit file and no contracts on o2, if he refuses to pay, as we know how quick o2 are at cutting none paying customers off and passing to a DCA

[rich1899]

I to placed an order on the 29th Nov.24, Nothing from O2 delivery status shows delivered, although it hasn't, then order notification states it's been cancelled at least 4 times. All O2 needed to do was to send out a general text stating that there was an incident at one of their warehouses and that any orders purchased from say, 28/11/24 will be delayed. I expect many people out there, including myself first though "oh ****** is this a scam website and the like". So anker down everything is in hand (apparently) and delayed deliveries will start to come though in the next few days 

[picklez01]

I get how you're feeling @Keccles , I feel the same way having ordered on the 2nd of December. 

There's no transparency, that's the real problem right now... 

Having said that, there's no point getting upset, threatening and whatever else to staff on the phone, I'm sure they're equally as frustrated as you, probably a lot more so having to have these calls all day and being powerless to change it. 

Anyway, please keep us updated. I have read today on reddit that a few people got their delivery today; so things seem to be moving again. 

[KateT]

The lack of transparency from O2 is the worst part for customers waiting on deliveries. If O2 had put a banner on their shop site and explained the issues, and that there will be delays because of XYZ, then people wouldn’t be so peeved that they have got to wait for their order.  But when Giffgaff have a better service status notice than O2 it’s saying to me that they do not care about their customers. My husband has been waiting 10+ days now and O2 have even sent him an email asking how he is getting on with his new phone! 🤔

They are still advertising next day delivery and that my local store have stock, when they do not!  It’s about time they got their act together and started being honest about the situation. 

https://community.giffgaff.com/d/34213949-phone-order-delays-02-december-2024

[Oxonian]

A warm welcome to this O2 customer to customer community @KateT. 

I agree with what you have said ; maybe O2 did not see the delays being as lengthy as has transpired, but both VM and giffgaff do seem to have been far more forthcoming about the issues. 👍 

[AllenP]

I think what is the most galling and despicable here is that they are still accepting new orders knowing full well they are unable to fulfil the back orders. (My own placed on the 10th December)  The information on the O2 is still (right now) saying next day delivery and it only once you've placed your order are you opened up to the mess and turmoil, and yet more deceit on the part of the customer services team (oxymoron term as they clearly are there to misinform customers and provide no service other than to obfuscate).  Where is the announcement of their delivery problems or the press release publicly apologising?

No they'll take your money, mess you about knowing full well they cant deliver or fulfil your order. By any other name that's Fraud isnt it?