Order did not arrive despite tracking says delivered

[Ammericanjohnny]

Hello all,
I need some help with what I should do next but before that here is the backstory on my current situation.
I placed an order for air pods from 02, paid in full and received a DHL tracking a couple of days later. On the tracking it said that my parcel will be delivered between x and x time on Wednesday last week, however, I was present during the supposed delivery and no courier was at my address. Furthermore, on the tracking, it said to deliver. The tracking has a map of another house about 300m on a different street but the same number. I visited this house and the house near and I was told they received no packages under my name. I've been trying to reach out to the 02 customer service team but it seems like all roads lead to a dead end. I either can't connect with an agent or I'm told that I've reached the wrong department. I'm in search of some help to figure out the next steps in getting a refund for the items that never arrived.

[madasaf1sh · Accepted solution]

@Ammericanjohnny 

I would reach out to the Sales team 

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 -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255