iPhone 6 complaint

[Kbaldwin]

Hi

Please can you help I was sent an iPhone 6 16g on the 11 feb this should have been an iPhone 6 64g. I rung 191 and the gentlemen agreed to an exchange this was on the 13th feb. Since then I have waited, taken 3 separate days of work to wait for the dpd delivery and called you continuously over the past 6 weeks spending an hour on the phone must days trying to resolve this. I have been told that they can see the order but for whatever reason it keeps being cancelled. I have been informed twice that you have raised a manual order and this is a fail safe way of an exchange and it still hasn't happened.
I managed to drive 175 miles on Saturday on hold to various departments and still no closer to a resolution. This has been 6 weeks of hell calling 191 and listening to empty promises as the phone never arrives.
I was even informed I could exchange my phone in store so drove to my local store only to be told I couldnt.
I have never recieved such poor customer service and failing to understand why this has become such a difficult task. If I was a new customer and I ordered a phone it would be with me tomorrow so why treat your loyal existing customers in such a poor way.

Please can this be looked into as a matter of urgency.

Regards

Kimberley

[DaveCD]

@Kbaldwin 

We can take a look at this for you, contact our Live help team so we can make a start.

DaveCD.

[Kbaldwin]

I have done that wasted more time on the phone told it had been ordered again and I would receive an email to confirm the exchange within a couple of hours that was Friday and surprise surprise NOTHING. I need this resolving please advise ASAP

[Retired-Jamian]

Hi @Kbaldwin 

Live help offers more immediate support for these issues.

Alternatively, I've sent some instructions to your Private Message inbox.

Thanks,

Jamian