I ordered the OnePlus 8 pro 22/12/20 at 09:15, I paid for priority shipping and was told I would receive the device by 24/12/20. On 23/12/20 in the late afternoon I realised I had received no shipping information, sure enough checking my account I found that nothing had been dispatched. I contacted customer support chat and was told it would be with me by 10am the 24/12/20. 10am goes by and still nothing, I contact customer support and am informed there is an issue with my order and they will prompt the warehouse. 25/12/20 06:10, I get a notification from DPD stating they have my order details and are expecting my package shortly. The next day, there has still been no update (26/12/20) on my package, again I contact them and they say they will look into it. 27/12/20 I speak to another member of the team who states they must do a lost package investigation, I query this as the package has NEVER left the warehouse (confirmed with DPD). I ask for a full refund and am told the investigation will take 3-7 business days and only then can I apply for a refund. I receive an email that evening stating it has been allocated for me at the warehouse (on the 25/12/20 which I knew about). 28/12/20 I call up and ask for a refund, I am told you will have an answer in 24 hours. 29/12/20 I call up and am told they need another 36 hours, at this point I refuse to speak to anyone apart from a senior manager, I am told one will contact me in 4-5 hours. 5 hours go by and no contact, I call up and demand to speak to the manager, I am told he is busy and in a meeting, eventually they put me through to him. He says he will have an answer in 2 hours for me and will call me back or email me. 2 hours later no call and no email, I call again and have to demand to speak to him again, he tells me he has asked logistics to cancel my order no matter what and, as long as they can, will cancel it and I should receive information that evening. That evening I get told I can't get a refund as its been dispatched, and I must refuse the delivery at the door and wait for it to return to the warehouse to get my refund. At this point I get confirmation from DPD I will get my parcel 30/12/20. 30/12/20 I call and ask for a refund for my priority shipping and compensation for the stress they have put me through. All they can manage is a £10 refund for the delivery (£2.01 more than the original cost) + a £10 online voucher for their store. I have now decided to keep the phone as I don't want to have anything more to do with calling their customer support and this is the quickest way to resolve it. I have now received the device.If I had been told that due to christmas and bank holidays it would take a week to delivery I would have been fine with it, but because I had been told multiple different things by multiple different people, also they were often rude and unhelpful. Furthermore, the excuse of COVID causing issues is no longer satisfactory, we have been dealing with this pandemic for over 9 months, everyone (including companies) have had to make significant changes and have had time to refine them.The device itself is beautiful, so far it is simply fantastic and I love it, the problem is the customer support and they way they treat the consumer. I strongly suggest they look at their processes and protocols. I will be making a formal complaint to the financial conduct authority regarding their customer service and unwillingness to issue refund where appropriate, given the time they had between order, me raising an issue and finally dispatch (and me requesting a refund 48 hours before dispatch) they had plenty of time to stop the order and issue my refund.Considering I spent close to £700 I expect a premium service for the premium pricetag and I shall never be dealing with this company again in the future.
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