Free headphones with Nothing Phone did not arrive

What exactly is this about?

Hello ​@EnderPH,

did you order your Nothing Phone 3 online with us with this promotion: Nothing Phone (3) mit Nothing Headphone (1) mit Vertrag | Günstig kaufen bei o2

But when the Phone arrived the Headphones were not included?

Best Regards,

Gerrit

Yes. Headphones didn‘t arrive with the Handy. 

o2_Gerrit schrieb:

did you order your Nothing Phone 3 online with us with this promotion: Nothing Phone (3) mit Nothing Headphone (1) mit Vertrag | Günstig kaufen bei o2

Hello ​@EnderPH ,

I reviewed your order from February, 2026. You only ordered the Nothing Phone in white, not the bundle that included the headphones. That’s why your monthly payment for the phone is lower.
The headphones are also not listed in the contract summary you received in writing. 

Best regards,
Maria

What is this email then? 

Order confirmation of receipt.

Ja that is why im asking because Maria said i did not order the phone with headphone. Yet this confirms it. 

What does the order confirmation say?

There was also a link that i went to, put my order number and was told the headphones will arrive 2 weeks after because of possible returns of handy or what. I forgot the link. But over a month later, nothing came. 

So you forgot to apply for that? Then things don't look good!

I did. But it‘s a little shady. You get a phone with free freebies but they dont tell you that you have to do something first before you get it. 

Hello ​@EnderPH ,

I looked into this further. This was a promotion where you would have had to order the headphones through our hardware portal. 
The terms and conditions for this promotion were posted on our online portal when you ordered the phone. 
The promotion was valid until March 17, 2026. 

Best regards
Maria

That‘s what im saying.there was a link i went to. Filled up something. Told me will be delivered after 2 weeks because of possibility of return of handy. I just forgot the link. But nothing came

Anyway it doesn‘t matter. But please when you make promotions, don‘t make it hard for the customer as if you don‘t wanna give the item. It‘s as if you go to the grocery store and you see an item with freebies but they hide things for you to get the item. That is just like tricking the customer. There was no deadline posted for the promo either. Shady promotion

There was no email on how to claim the item. I had to search the internet for that. Filled up the form when i finally found it, but still nothing came. That is just treachery on your part. 

Please refrain from making fraud accusations. Describe your issue via the contact form; perhaps you will receive a goodwill solution.

https://www.o2online.de/service/kontaktformular/

Hello ​@EnderPH 

The headphones had to be requested through our Hardware-Extra portal. Did you do exactly that? 
That’s what it said on the website where you placed your order. The promotion period was also listed there. 

As Bumer suggested, you’re welcome to contact customer service in writing using the contact form. 
Unfortunately, there’s nothing we can do about it here. 

Best regards
Maria