Missing iPhone Delivery Christmas Present bought in BlackFriday Sale

[TheTardis]

Hi there, I was holding off posting this, but having spent a large amount of time trying to resolve this issue I thought I would post our experience so far in a very disappointing customer experience from Virgin on purchasing a new iPhone 13 in the black friday sale - this was supposed to be a main Christmas Present this year, however its looking unlikely to be resolved. 

We were excited to find that Virgin emailed us on 14th December to tell us that our order was dispatched and on the way for delivery on 15th as per the original order we placed in November Black Friday, booked a day off the phone didnt arrive. Yodel tracker information was sent to us showing delivery on 15th. 

we used online chat which gave us some routine answers, we called into the call centre and were told it would arrive on 16th so arranged for someone else to take time off to be at home - it didnt arrive.

having called Yodel they didnt think they had the item at all.  Virgin didnt think they had it and was sent to Yodel. 

On Friday 16th We called through instead and got hold of someone who said they need to raise and internal investigation to find out what has happened but were told that its not clear where the order was or whether it was actually dispatched. 

We called on Saturday again concerned that with 1 week to Christmas this would not be resolved to be told its 5 working days and the department is closed on weekends and we were told we would get called 8am Monday - we didnt get a call. 

We have called again today to try and resolve the situation - I was  informed it could take up to 4 weeks to come so I requested to escalate to a team manager where there is still confusion on whether the phone has been dispatched or not even though we've had a dispatch and yodel tracker sent on 14th  -        We asked about switching to another device if that helped but was informed there is little stock available of other devices or handsets available. 

Having spoken to a team manager today, he is now unable to CANCEL our order until the investigation completes and this could be 5-7 days after the investigation is done - this takes us to a timeline AFTER Christmas .  We have asked for the cancellation request to be put on file. 

In the meantime, having ordered in November as a main Christmas gift for our son,  days to Christmas this is getting very worrying and really not the greatest experience of ordering a mobile phone and contract with Virgin Mobile.  

I already have a Virgin contract and never had such issues before.

 we feel let and down disappointed about the customer service and the amount of time it has taken us to try and get the same and correct information.  If there is anything else we can do or the support team here can help with alongside the progress we've made we would appreciate it. 

[Zach_R]

Hi @TheTardis,

Thank you for your post and welcome to our community forums. We're here to help.

I am so sorry to hear that there's been an issue regarding a recent handset order. I've noticed that you've mentioned an internal investigation has began. Do you recall when that started, and when the team advised they would expect to have an outcome of that for you?

Thanks,
 

[TheTardis]

Hi Zach - we raised on Friday we assume it started then - we were not told just given a 5 day timeline which if that is the case will either be Thursday or Friday this week - but that will not help us get this resolved before Christmas postal end dates 😞 

Thanks for coming back. 

[Zach_R]

Hi @TheTardis,

Thank you for expanding. So that I can take a closer look at what's going on, I'm going to need a few more details from you. As such, I'm going to send you a private message in a few moments.

Please respond to this when you can and we'll proceed from there.

Thanks,
 

[Zach_R]

Hi @TheTardis,

Thank you for getting back to me via private message. I'm glad that I was able to help offer some further details on the situation, and next steps.
 

If you have any further queries regarding the going forward, feel free to come back to us here and we'll help as best as we can.

Thanks,