Phone sent to wrong address

[Distressed]

My wife dropped her phone earlier today, resulting in a badly cracked screen. She decided to order a new phone through the MyO2 app. However, upon acknowledging the purchase, she noticed that the delivery address had defaulted to a previous address we lived on instead of our current one (where we receive all our bills and O2 correspondence etc).

She rang O2 customer services, but they told ger they could not cancel the order as it was all automated and she should jus try and get through to the DHL courier before a delivery was made.

This seems insane to me. The order was placed only a few hours ago and is still with O2 for processing. The error was reported straight away, but O2 is not doing anything to support her in correcting the issue. We have both been customers with O2 for many years. My wife is extremely concerned that someone at the other address will accept the phone and we would not be able to get it back.

Any advice on how to deal with this? Surely this is not a way to treat your loyal customers?

Thanks,

Mark

[madasaf1sh · Accepted solution]

Hi @Distressed 

This is the problem with automatation, the only way might be to cancel the order, and ask o2 to stop it been dispatched, the problem is dispatch happens all the time, and it could be that it has already hit the warehouse and be on its way to DHL..

I would 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