I am writing to express my severe dissatisfaction with the service I have received regarding my recent upgrade request. On 03/08, I specifically requested an upgrade of my plan with an iPhone included and emphasized to the salesperson that I needed to collect the phone on the same day. The salesperson assured me that this would be possible if I collected the phone from your Eltham store (SE9 1BJ), despite it being two hours away from me. Desperately needing the phone, I accepted this arrangement. However, upon completing the order and signing the contract, I received an email stating that the collection date was set for the following day, 04/08. I immediately contacted your chat support, explaining that had I known it would not be available on the same day, I would have chosen a closer store. Despite the support agent initially stating that collection on the same day was possible from another store, they then informed me that no changes could be made and I would need to collect the phone the following day from Eltham. On Sunday, 04/08, I contacted chat support again, having not received any email confirming my collection. I needed to request time off work to ensure I could reach the store before it closed at 5pm. The support agent stated that the order was in transit and estimated to arrive that day, so I left work early to wait for the email, which never arrived. Upon calling the Eltham store, I was informed that no deliveries were made on Sundays, and I could possibly collect the phone on Monday, 05/08. Today, 05/08, the order has not even been dispatched. I am appalled by the lack of accurate information and support. There is no means to expedite the dispatch or change the collection address, despite the mistake clearly being on your end. This situation has caused significant disruption to my work schedule, and the continued delays are wholly unacceptable. This experience has left me extremely frustrated, disappointed, and feeling let down by O2. I request immediate action to resolve this matter. Please ensure that my order is dispatched and ready for collection as a matter of urgency, or alternatively, arrange for it to be sent to a closer store. I trust you will understand the gravity of this complaint and take swift action to restore my faith in O2’s service.