topic Re: Waiting for returns bag in Account and services

Waiting for returns bag

wharff — Sun, 13 Aug 2023 19:16:02 GMT

I've requested a returns bag 3 times via online chat and not one returns bag has been delivered.

I get told it should arrive in 5 working days, and that my case is now on the priority list but again, no sign of returns bag.

Thankfully, this was during the 14 days cooling off period.

Can someone please help?

Re: Waiting for returns bag

Avondale — Sat, 19 Aug 2023 18:53:59 GMT

@wharff

The only person who might be able to help is @JonathanB

Re: Waiting for returns bag

JonathanB — Tue, 22 Aug 2023 11:28:07 GMT

Hi @wharff,

I've sent a reply to your PM but just messaging here in case you miss it.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Waiting for returns bag

Mallika — Thu, 24 Aug 2023 22:24:14 GMT

Hi Jonathan. I am facing the same issue. I did not receive a bag or a DPD label which was meant to be sent to me via email. I have received an email from Three saying that I have exceeded by 14 day limit but I didn't receive any further information on how to return the box. Please help. Thank you.

Re: Waiting for returns bag

Avondale — Fri, 25 Aug 2023 06:46:40 GMT

@Mallika

You need to tag @JonathanB to make sure that he sees you plea for help.

Re: Waiting for returns bag

Mallika — Fri, 25 Aug 2023 12:39:36 GMT

Hi @JonathanB. I am facing the same issue. I did not receive a bag or a DPD label which was meant to be sent to me via email. I have received an email from Three saying that I have exceeded by 14 day limit but I didn't receive any further information on how to return the box. Please help. Thank you.

Re: Waiting for returns bag

JonathanB — Mon, 28 Aug 2023 15:15:31 GMT

Hi @Mallika,

I'm sorry to hear you're also having similar issues with arranging your return. I've sent you a PM that will link you to some colleagues that have helped some other community members with returns recently.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Waiting for returns bag

sxa34klj — Thu, 19 Oct 2023 19:51:24 GMT

Hi @JonathanB. I am facing the same issue for not receiving a returns label/bag. I ordered a phone about a week ago, and have chased up for a returns label/bag every other day since, calling, chatting and talking through Twitter to sort my issue out. I have had numerous promises of my returns label, but have still yet to receive anything. Since I have already paid for my order, I want to return my device ASAP. I am on my last tether to ask for a simple returns label, I would appreciate any help you could provide regarding this issue

Re: Waiting for returns bag

JonathanB — Mon, 23 Oct 2023 11:19:20 GMT

Hi @sxa34klj,

I've sent you a PM to get you in touch with some more help with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Waiting for returns bag

sxa34klj — Mon, 23 Oct 2023 23:47:09 GMT

Hi JonathonB,

Thanks for the PM. I have reached out to them (social media webchat), and while they have now said that I should have a returns label emailed to me, I have scoured my emails and not seen one. I asked for a return to my order on the 13th of October, and still 11 days later I havent got a label. I know from their policy that returns can only happen 14 days after you receive an order, but of course I have repeatedly tried to return my order, with Three refusing (for some reason) to actually send me a returns label. I just want my money back, is there a way I can raise this issue?

Re: Waiting for returns bag

JonathanB — Tue, 24 Oct 2023 16:34:27 GMT

@sxa34klj, to my understanding the request has goes to our Logistics team first, so you may have to wait for them to pick this up within a day or two.

In terms of the 14 days that's your window to notify us, so don't worry if that's ended due to a delay on our side. If you haven't received the label email in the meantime, the Social Media Team have direct contact with Logistics, so they should be able to chase this up. If they haven't offered to do so already, they should be able to follow up and email you too, and save you having to start repeat chats about this.

Please let me know if you have any more issues getting this sorted out in the next couple of days.

Jonathan