I ordered handset from Three mobile's online store, when it didn't arrive on the delivery date I contacted three and was told it would arrive the following day. When it still hadn't arrived I continued to call daily only to be told the same thing. When I finally refused to believe the phone would be delivered the next day they admitted that the package had actually been lost by their courier, and that I would be issued with a replacement which would arrive in two days.
Several more days passed with no delivery and I called again. This time when I rang I was told the replacement had not been issued as the item was now out of stock. At this point I asked for a refund and was told that a refund would be processed immediately. The following day I rang again and no such refund had been processed. This time I insisted on staying on the line until I had been emailed with confirmation that the refund was in process.
Not once did Three contact me to tell me my that package had been lost by their courier, nor that they had no replacement in stock. They simply took my payment and did nothing. It also cost me a fortune in phone calls to their customer service/tracking line as there was no online tracking.
The refund took ages, I eventually had to threaten them with a letter of action to even get it through. Just horrible.
Just ordered a down vest from these guys. I ordered a size too big, returned it and ordered a smaller one. Order confirmation, dispatch confirmation and delivery was prompt on both orders. The return was less straightforward but okay.
I had to chase the refund on the returned item as within a week they hadn't confirmed the return. When I rang they had no record of it coming back so I was rather glad to have proof of delivery. As it happened I didn't need it as the full refund did come through a couple of days later, I've no idea whether chasing it helped.
The staff on the phone were pretty helpful answering questions and chasing orders etc. However, none of my email correspondence was answered, I'm not sure anyone there is even dealing with it at the moment. Secondly, I received no confirmation of my returned item, they just credited it straight back to my account.
Not a bad experience all in all, but they really do need to work or their correspondence.
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