WORST EXPERIENCE OF MY LIFE 26th December 2021- I went on live chat and got a custom deal for an iPhone 13 Pro which I then ordered. I was told that I would get an email which I would need to sign before 6:30pm that day in order to be able to get the phone delivered on 29th December. I didn't get the email and checked in after a couple of day but was informed that my order was parked (whatever that means) and that someone physically needed to accept the phone order which only a back office could do. They of course didn't have a number I could ring to try and sort it but I accepted this as I was told it would be looked at within 24 hours. I kept checking in each day to check the progress but was told the same thing - that the back office would get around to it. Although an inconvenience, I was relaxed about it as was the festive period so there would naturally be some delays. The 29th passed which was the first date I was promised the phone would be delivered on, finally on 31st December I got the email confirmation I'd been waiting for since the 26th (I still don't understand how it took 5 days just to send out a generic contract for me to sign so I can go ahead with the deal). The next date of delivery given to me was 4th January and Yodel were the company assigned to deliver my package. The 4th arrived and went, still no confirmation that the package was even with Yodel yet and I kept checking in with Virgin Media via the customer service phone line and they told me that someone in the warehouse needed to approve the phone being sent out before it can actually be sent out and again, they had no number to rush this along. I accepted it once again as there was not much I could do and as many days passed with me checking in every other day, I was also conscious that my contract start date was 10th January 2022 - which came and passed with no sign of the phone arriving and no information that it was with Yodel. Finally, on 11th January I got an email from Yodel saying they had my package. It was out for delivery on 12th January and throughout that day I made sure to keep checking the tracking via the app as it lets you know how many stops your driver is away. However, the driver got to our stop and then after 5 minutes the app updated and said that the driver had tried to ring our doorbell but received no answer and he'd left a note. My partner was at home the entire time and can guarantee that nobody rang the door and they also checked for a note but none had been left by the driver. I called Yodel at the end of the day and they confirmed that they had the correct house address but no flat information so I told the person at Yodel that even if they didn't have the flat information (which Virgin must not have supplied them), they would have still left their missed package card through the same main door either way. To make sure that didn't happen again, I gave them the full flat address and they assured me the delivery would go ahead the next day. 13th January- The second attempt at delivery, I was monitoring the app even more now and I was ready to go to the door as soon as I saw it was a few stops away. Again, it took about 10 minutes to update and then it said 'package rejected and returning to sender' - this left me very confused as the Yodel driver had not turned up and had definitely not been rejected. I called Yodel straight away this time to find out what had happened and try to get the driver back as he couldn't be far away. It turned out the Yodel customer service employee I had spoken to the day before had written down a completely wrong address of a different house further down the street. I am unsure how that had happened, as I had checked with the Yodel employee the day before and they repeated the address correctly. The person I was on the phone to then told me that it was lucky I called because otherwise the phone would have gone back to Virgin Media as it had been noted down as rejected (by the wrong house, not me). I then changed the delivery address to my work address because I figured it would be safer and it was more likely to turn up. 14th January - I was checking the app but it hadn't updated, it said the package would be out today but didn't state how many stops away the driver was like it usually does. I went onto live chat with Yodel to check everything was fine as it was the third attempt at trying to get a package. The person that live chatted said everything was fine and that the app should update at some point soon. I asked him to confirm where the package was going, they confirmed to me in writing my work address. Then about 10 minutes later, I went back on the app to check and it stated the package had been returned to the sender. At this point I was furious because I had been told lies multiple times by Yodel and even 5 minutes before it changed to ‘sent back to sender’. I got straight on the phone to Yodel to find out if there is absolutely nothing they could do which I figured would be the case. I called Virgin Media, spent about 15 minutes explaining the full situation to someone, they wanted to get me a phone out, went through the whole process of setting up the same deal for the iPhone 13 Pro that had been agreed to before, just for them to tell me that there appeared to be a problem with creating this order as I’d already had an iPhone 13 Pro. I honestly couldn't believe it, I had spent 15 minutes explaining what had happened and he had clearly not listened at all. I didn't have time to carry this on as it was during my lunch break so I had to leave it until after I finished work. I called up again to the customer service team, had to explain the full situation again with every single person asking me why I rejected the phone if I want an iPhone 13 Pro for me to repeat multiple times that their useless delivery company delivered it to the wrong flat so of course someone who didn't order a phone rejected it. They told me that they can't just send me out another order for an iPhone 13 Pro while the first one was not back with them, I explained to them that it made no sense for me, the customer, to suffer because of Yodel’s and Virgin’s delays, that I had not caused this and shouldn't have to wait for both of them to sort out the problem before I could get what I’d ordered. After not getting anywhere, I gave up and demanded for them to end my contract with the company, which the person I spoke to tried to do but told me that I couldn't leave while the phone was not back with them (which is unbelieveably stupid as I didn't have it, their delivery company had it so it shouldn't hold me back). I filed a complaint with them and was told a manager would call me within 72 hours. After this I kept checking in every other day for more updates, checking if the phone was back, asking when a manager would call me, always getting the same response that a manager should call me back within 72 working hours as a complaint had been logged. A lot of time had passed and I tried again speaking to Virgin Media, asked if a manager was available, pleaded my case about how stupid it was that I, the loyal costumer, had to suffer because Yodel and Virgin couldn't work together to figure out the problem. Somehow, a manager was available all of a sudden, I spoke to them and explained all of the above. They said they'd see what they could do to help me as at this point I was after compensation as I had to put in about 30+ hours of my own time with calls over the last month speaking to various people and still didn't have the phone that I'd ordered on 26th December 2021. Also, my offer on 26th December was £36 per month for 3 years, the manager however came back to me and said the best offer they could give me at that point to compensate for the inconvenience was £42per month for 3 years. I was livid at this point, I had been through huge issues and they had the nerve to offer me a more expensive deal all the while calling it the best deal they could offer. I obviously would not be willing to accept less than what was originally agreed at £36per month. They then came back to me saying the absolute best they could do was to match my agreed offer on 26th December. I didn't want to accept it as I had been through weeks of issues and chasing to get my phone that offering me nothing to compensate for my inconvenience was plain rude. I have been a loyal customer of Virgin’s for about 4 years!! They told me they'd have to get back to me the next day with the best offer they could come up with and if that didn't work they would need to pass it onto their superiors. I accepted what they’d said and waited for a call the next day, which never came...... I was informed (after many many calls to the customer service team) that a back office complaints team would give me a call but to this day I still haven't heard anything from them. It is currently the 5th of February, I ordered the phone originally on 26th December. My complaint was acknowledged with the generic complaints email on 14th January. I wouldn't recommend going with Virgin as they seem to treat their own customers like garbage.