Accidentally returned an item to Three intended for another recipient

[sentbymistake]

Three recently sent me a returns label to return a router to them at their Norwich address. 

Unfortunately, I didn't check the label and accidentally returned an item intended for another recipient.  I have been trying to get the item back since it was received by Three (Ingram) last Friday.

Returns are managed on Three's behalf by a third party called Ingram Micro Services.

Ingram Micro Services Ltd
Communications House
Vulcan Road North
Norwich
NR6 6FE

I contacted Three online chat and was told to contact Ingram directly.  However, Ingram Norwich have no email address or phone number.  I managed to talk to someone at a sister company of Ingram who advised Three are well aware that Ingram Norwich have no customer services team and do not take customer queries.  Any issues with the return should be raised with Three.

I tried Three again yesterday, this time on the phone, but none of the customer service staff understood my issue.  I later received a courtesy call back trying to sell me a new iphone.

Can anyone from Three please contact me and help me to get my item returned.

Thanks

[sentbymistake]

I managed to get an email address for Ingram and sent them a request to return my item.  However, they declined saying I must sort this out with Three.  But Three told me via online chat to sort it out with Ingram.

"Hello,

Thank you for your email.

Unfortunately, this isn't something we are able to help with.

You will need to get in touch with Three directly to get this resolved.

We are sorry we cannot assist you any further."

Requesting again for a UK employee of Three to contact me to resolve.  Customer service helpline staff are not qualified to deal with this request and online chat only tell me to talk to Ingram directly.  Thanks.

[KateS]

Hey there,

Ah, that's unfortunate. I'm sorry to hear you've not been able to get any support with this, so far.

I'll pop you over a PM with information on how to reach out to one of our teams who may be able to help.

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

Thanks,

Kate

[sentbymistake]

Hi Kate

I talked to John from the Glasgow Social Media Team on Thursday:

Extract:

Agent: That's you validated, so now what I'm going to do is email the logistics team to see if they can procure your item and for it be sent back to you.

Agent: I will also send you an email just so we can keep in touch, and it saves you having to come back to livechat to explain it again.

However, I have received no email from John.  And using the link you sent to me last week no longer gets me into the Social Media Team, just the regular offshore team who cannot help me.

Please can you get me back in touch with John etc so I can get an update and find out why I haven't received an email.

Thanks 

[JonathanB]

Hi @sentbymistake,

I'm sorry you haven't heard anything back yet, I'll chase this up with the team, and ask them to update you as soon as possible.

Thanks,
Jonathan

[sentbymistake]

Still waiting for an update on this one.