What is wrong with the customer service here!

[Iga]

Where to go if the complaints are not getting resolved? I was upgrading at the store which took them 3,5 h - pretty traumatising experience to be honest. Yet they still managed to order the phone to the incorrect address. After 5 weeks I went to the store ready to collect and they said it’s not there but 100% coming to the store even though someone on the chat said it was ordered to the wrong address - store confirmed it was not. They also said not to worry if it is the wrong address I can change it myself. A week later I get the message from DPD saying it will be delivered to the wrong addrees so called DPD they said only three can chnge it. Called three they said they won’t change it. Called DPD again they have assured me it is signed delivery no one would be able to collect it. Next day the courrier said I had personally collected the parcel - obviously not I don’t live there. Proof was a picture of the parcel between 2 cars so clearly he stole it. And now three is expecting me to wait until the get the phone back to cancel my contract! What is the reasoning behind that I was never going to recieve the phone in the first place bacause of their mistake. And I had to spend hours on the phone in the store sending mutliple complaints and still the answer is the same. Only advised to cancel my direct debit if I don’t want to pay. Surely Three is commiting a fraud now knowingly charging me for goods I was never meant to recieve. And I will never recieve them because I want nothing to do with this company. What are my options? DPD said it will take weeks for investigation and I am not willing nor should I wait for this to be investigated at their end as it has absolutely nothing to do with me. 

[KateS]

Hey @Iga,

Welcome to the Three Community.

I'm really sorry to hear you've had such an awful time since placing an upgrade order and can imagine your frustration and disappointment over not receiving the device.

Did our Customer Service team raise a complaint on the account? When did you last speak with the team? Once the investigation has been completed, you'll be refunded for any payment made towards the device and the team will ensure the agreement is cancelled if the device hasn't made it to you. 

Thanks,
Kate

[Iga]

I have raised at least 5 separate complaints and no resolution. I cannot understand why do I need to wait for this investigation as the phone was never going to reach me. My old next door neighbour has carried out better investigation than Three did and it was confirmed the phone was stolen by the courier. But again this should not be made my problem because it was not me that gave the wrong address. I am fed up with this and now I have to order this phone elsewhere as I want nothing to do with this company. why they won’t let me cancel my contract what is wrong with them. This is causing me so much distress I must have wasted at least 5h on the phone in the last week, 3 store visits and no resolution. 

[KateS]

Hey @Iga,

Thanks for getting back to me.

I completely understand your frustration here, but our teams do need to complete a full investigation into the delivery of the device and contact the courier. As soon as the investigation has been completed, the team will take the necessary actions on the account to cancel the contract if necessary.

Thanks,
Kate

[garetc]

You need to make a formal complaint, you should do that here: https://www.three.co.uk/support/complaints/how-to-complain 

If you don't get a good response then you can go to the ombudsman / ADR process.

https://www.three.co.uk/terms-conditions/code-of-practice/customer-complaints-code

Personally I've found sending the CEO an email tends to get the right response but I don't think we're allowed to recommend that on this forum. We're certainly not supposed to share email addresses which are easily found on Google.

[Iga]

Thanks for the advice! I have done so and followed up on Linked In so hopefull my message will get across now!