Three — Local services in London

Sometimes you can be deceived by those you don't expect. My story is a bit old but could help others in future. I came to this store in 2016 to make a contract with 3mobile (not the purchase of the mobile phone, only the SIM plan with voice, text and internet). Over a long period of using the package, I had noticed payments that were not justified, at which point I decided to definitively close the contract with them and canceled any direct debit payments to 3mobile. Later, and unfortunately - too late, but I found out what the payment errors were: although I consciously made the contract for a single number, later it was found that TWO contracts were made on my name, the second contract with an unknown number to me, for which reason, they took regularly two transactions each month: one payment for H3G, another for Three BillPay, both belonging to the 3mobile company. Unfortunately I was not aware of what happened. Just after few years when I tried to check my credit score and there I saw that there were two regularly paid contracts with the exception of one month, since I decided to close everything with 3mobile. Recently, because I wanted to resolve with that mistake on my credit score, I was informed by 3mobile customer service staff that both contracts were made in the same store - Kensington 3Store, and I wouldn't be surprised that my contract, which was made with the number I know, and the contract that I don't know who had been used, with a number that is not known by me, to have been made by one and the same person in this store. 3Mobile expects from all to be loyal and to pay their bills on time, but what about the staff what cheat their clients, who come to make just one contract, like me, for using of mobile services but later they find out that two contracts has been made without knowing this? I was and I still am very disappointed and I would never use or switch to this provider and I never recommend their services to anyone, no matter how advantageous they are or they...

I want to give my thanks to Ai for helping me to return my home broadband device. It has taken me over a month to get it returned after my contract has ended. During the 30 cancellation I was not aware that to return the router it would be required for me to have to wait after 30 Days until my cancellation that the delivery bag/jiffy bag can be sent to my address. I acknowledge there is a 30 days cancellation fee but not that I would have to wait so long for it the delivery bag to be delivered.

Any person having to wait so long would be frustrated with this system process. Bear in mind, if the home broadband is not returned you are charged over £100 for not returning the router.

The complaint line I have called (on Aug 13, Tues 10:30 - 10.50) in the Three store kensington seem to display outright gaslighting behaviour implying I was the one in the wrong, that I didn't know the cancellation policy. I have opened 3 different cases to my account, phoned 3 times yet, each attendant told me conflicting info in regards to returning my home broadband and the period of which I can receive my delivery bag.

Please be aware, if you are looking to purchase the home broadband before the cancellation period even ends you are cut off from having internet access.

Once again thank you Ai for the help. ⭐️ However, I would like to point out my observation of your colleague that day. He seemed quite dismissive and unhelpful. Granted I myself have worked in Customer service and have plenty of experience with all types of customers and situations. It is always my intention to ensure customers feels their expectations are met. Needless to say, in today's society finding good customer service can be challenging but finding the rare few...

I have been going to this three shop now for several years. The staff is and always has been extremely helpful and I mean all of them! I have an invisible disability and usually I encounter a lot of prejudice when I ask to be helped but the staff at the three shop, are always extremely helpful no matter what my customer service request is, like setting up a protective screen, helping me top up, helping me to switch from a terrible provider to three always giving me the most informative and supportive advice in my mobile phone related troubles and never sending me away. Even if the shop gets busy, I always get informed if I have to wait, how long or they make sure they have enough staff to cut waiting times to a minimum. I always try to be forthcoming with my queries which in a lot of other phone provider places... is not usually appreciated but the staff at three! shop on High Street Kensington, really stand out to me, with their willingness to geniunly wanting to help people with their tech/ three related enquiries and always succeeding in delivering the best, quality customer care.

I can highly recommend a pit stop at their shop, unlike a lot of other phone providers... in the three shop you still get excellent face to face customer service which is rare nowadays and makes a visit definitely worthwhile!

5star...