Return of earbuds

[Eagle393]

Hi

I received some Samsung Galaxy Earbuds2 today that I ordered a few weeks ago. The order had supposedly been cancelled at my request, but obviously not.

I have been trying to arrange a return for the past hour or two. I’ve spent quite a while trawling through information online. Apparently I can’t return to a store, which would have been easy, as they were ordered online. There is no process for arranging a return online, it has to be arranged over the telephone. I have called twice (03448090202), held on for a while, got through to someone both times. Both times I have been told I need to speak to returns (which is what I wanted in the first place!) promised I would be transferred and then ended up with the starting automatic message again.

 I am now thoroughly fed up, but still need to arrange a return. What can I do? Any help appreciated. Thanks 

[MI5]

@Eagle393 

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[Eagle393]

Thanks for the response. I don’t really ‘do’ social media but I have sent a message through Facebook. Unfortunately the response was to tell me to ring customer services :(.

 I have tried to clarify that I’ve already done that a number of times and got nowhere.

[MI5]

@Eagle393 

To contact CS.

Numbers here Guide: Coronavirus Community Help and Support 
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 you have to, to get put through to someone.
8.00am is the best time to call if you can.

[Eagle393]

Again, thanks for responding. I appreciate it.

 I did get through to customer services earlier, twice. Both times I was on hold quite a while, got through, explained what I needed. The first person tried to sell me a phone plan. When I insisted I just wanted to return some buds he said he’d have to transfer me. I then ended up at the starting message again.

The second person I spoke to told me to take them back to a shop. I had to tell him I wasn’t allowed to do this, I needed to do it over the phone as per O2 requirements. He said he’d have to transfer me. I ended up at the starting message again!

This should be a simple matter but I have been dealing with it for hours and got nowhere. I’m at a loss what to do.

[MI5]

All this new trend to try and sell something every time you call is getting quite tiring......

I'll ask @O2Lisa if she can help in the morning. 

[Eagle393]

Thanks again 

[O2Lisa]

Morning all, thanks for the tag @MI5.

I'll message you privately @Eagle393 and look in to this for you.