Issue with purchasing the earbuds for the promotion for Samsung Galaxy S23 Ultra after purchasing

[Roblamp1]

Purchased the Samsung galaxy s23 ultra yesterday from the o2 store in Manchester Ardale which states you also receive a pair of earbuds also. Daniel said he didn't have any left in store and will send them out in the post to my address however I don't have this in writing and am a little confused

[MI5 · Accepted solution]

@Roblamp1 

Get Galaxy Buds2 Pro for just £1. Worth £219. Ends 4 Oct.

Buy a Samsung Galaxy S23 Ultra 512GB or Samsung Galaxy S23 256GB ("Qualifying Purchase") direct from O2 between 31 August 2023 until 4 October 2023 and claim one pair of Galaxy Buds2 Pro Graphite for £1. Galaxy Buds2 Pro Graphite value worth £219. Galaxy Buds2 Pro Graphite value based on price of Galaxy Buds2 Pro Graphite on the Samsung.com/UK website and correct as of 14 August 2023. Customers who purchase the Samsung Galaxy S23 Ultra 512GB or Samsung Galaxy S23 256GB will receive an SMS containing a unique voucher code with a value of £218 after 30 days of purchase date. After voucher code received, add the Galaxy Buds2 Pro to your basket on the O2 website by selecting pay in full option. Within the basket paste your unique voucher code into the ‘Got a promo code?’ section for discount to be applied. Discount can only be applied to the cost of the Galaxy Buds2 Pro Graphite. Voucher code expires on 29 November 2023. Voucher code can only be used once, in a single transaction. One voucher code per transaction. One claim per customer. To qualify for the offer, you must not change your device within the first 14 days. Subject to availability, while stocks last. No cash or alternatives. Offer may be withdrawn or amended at any time. Change of mind policy applies to Qualifying Purchase and Galaxy Buds2 Pro Graphite as a bundle. If you return the Qualifying Purchase without the Galaxy Buds2 Pro Graphite, you will be charged the standard retail price for the Galaxy Buds2 Pro. 18+Terms apply, see o2.co.uk/terms.

UK data only. Fair Usage policy applies. Devices are subject to availability. 0% APR. Finance subject to status and credit checks. 18+. Direct Debit. Credit provided by Telefónica UK Ltd, SL1 4DX. Telefónica UK is authorised and regulated by the FCA for consumer credit and insurance. Terms apply, see o2.co.uk/terms.

[Oxonian]

@Roblamp1 

If I was in your position, I think that I would revisit the same O2 retail store in the near future. If you have not got anything in writing, you need to speak to Daniel again before he forgets who you are and what he has agreed to do. 

[MI5]

Just so we are all clear here, Daniel will be unable to provide the buds as they need to be "purchased" through the website as per the T&C's posted.

[Oxonian]

@MI5 

Yes, but Daniel has said that he will send them out in the post, which he clearly cannot do for the very reasons that you have stated !  

[Aljomaz]

Hi MI5

Thanks for the post, I'm in the same position. Was the text you quoted taken verbatim from the O2 website? If so, is there a way to prove this?

Regards

Alan

[Oxonian]

@Aljomaz 

The post by @MI5 would have been a copy and paste from the offer's T&Cs. 

Can you elaborate a little on your problem please as the offer referenced by @MI5 ended a month ago ? But the voucher code would be valid until 29 November 2023.

In addition, there are other similar offers in circulation with different closure dates attached thereto.     

[Aljomaz]

I purchased a Samsung Galaxy S23 Ultra 512 GB from an O2 store on 1st October 2023. The store initially said I'd get as SMS for the Buds2 Pro within 14 days but later changed this to 30 days. I then received an SMS with a voucher code 27 October, but on using the code got "expired" error message. O2 Customer Service has escalated twice, now apparently with O2 Complaints department. A promised response within 24 hours hasn't happened.

[Cleoriff]

@Aljomaz 

You fit the criteria for the offer posted by @MI5. However, the day that offer ended, O2 started a new one.

Once the new one went up on the website. they removed the 'old one'. The new offer runs from 5th Oct-1st November. . I am absolutely sure that O2 staff are getting mixed up between the two promotions!

Take a copy of the first offer and speak to O2. Personally I would try sales.

 Call sales on 0800 081 0255 OR message them on Social Media  -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Oxonian]

@Aljomaz 

Have you made any progress in resolving this ?

Did you make a complaint ?