I bought an upgraded phone on Friday last with next day delivery, when i completed the transaction it stated delivered by Monday 2nd December. I received a DPD link stating they had the order registered and were awaiting of the package from O2. Monday came and I contacted O2 via the bot app as the status of my delivery had not changed and i had not received my phone now 3 days later. The bot redirected me to a n actual person who stated that there was an issues with the courier service and was given an instant £10 credit and advised that the phone would be dispatched as soon as possible..
Tuesday 3rd, I contacted O2 on 202 and was then advised that there were issue with the weather which affecting the deliveries, when i challenged this I was advised that there were delays with the courier. I went off the call and rang back as i was confused with the differing reasons that i was being advised of as the DPD tracking still stated that they were awaiting my package from O2. I also checked the DPD website for any service delays and there were not any DPD service issues listed.
I rang back again on 202 and having been messed about and as I've held multiple contracts with 02 for over 20 years and after being messed about i stated that i would be cancelling my order and maybe all my contracts with O2 but still felt that i was being fobbed off.
I went off the call and rang back again and discussed the issues using the termination option with another person who was very polite i explained my situation and that i just wanted a reasonable and not vague or contradictory response to what the issues is and confirmation of when i would received my phone. I was advised that they would look into the issues, i was on hold for a while but then i was advised that there were reported issues over the weekend and that i should received a text within the next 24 hours confirming my order has been dispatched. I was also advised that should i not receive a text within the next 24 hours i should contact o2.
I contacted O2 today after 24 hours after confirming my situation and that what i had been advised and that the courier stated that it had not received the package as yet from o2, I was put straight on on hold and then advised that all orders over the week end from the 29th November were delayed due to logistical issues in the o2 warehouse, I was then advised that i would be required to wait a further 3 days by which time i should have received a confirmation text that my order was being dispatched. I was also advised that i should of received a text explaining that there was a delay and when i explained that I had not received any texts, i was advised that this still may be being sent.
I then asked what would happen if i still had not received my phone and i was advised that i would need to contact 02 and the issues would be escalated. I have then received multiple messages about everything except my new phone order status.
I am still very unclear and not reassured that I know or have been advised as to the actual issue nor am i confident of receiving my phone within the next 3 days. As I've stated after over 20 years of being an o2 customer, multiple contracts for 2, 3 and 4 phones at any one time and god know how much i have actually spent with o2 but i am sure that this in excess of at least 25k+, this is very disappointing customer services for anyone and begs a question of how any customers or what i would consider to be a loyal customer are to be treated.
