topic Re: Appalling customer journey in Sky Glass

Appalling customer journey

DaveF71 — Mon, 06 Jul 2026 16:34:37 GMT

Sky sent me the wrong tv. I returned it boxed and undamaged, and their couriers took pictures. They received it 10 days later and have added £309 to my next bill for damage to a tv that I had nothing to do with. They can't find the courier pictures.

they've provided no proof of the damage. I've spent so much time on the phone with them but there seems no way of escalating the issue. I don't have £309 and am losing sleep over it.
I've been promised call backs but don't get any.
It's been one of the worst decisions I've made.

Re: Appalling customer journey

GD1 — Mon, 06 Jul 2026 16:39:56 GMT

@DaveF71 Have you raised a compalint? https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Re: Appalling customer journey

Angel_Aka — Mon, 06 Jul 2026 16:41:58 GMT

@DaveF71 wrote:
Sky sent me the wrong tv. I returned it boxed and undamaged, and their couriers took pictures. They received it 10 days later and have added £309 to my next bill for damage to a tv that I had nothing to do with. They can't find the courier pictures.
they've provided no proof of the damage. I've spent so much time on the phone with them but there seems no way of escalating the issue. I don't have £309 and am losing sleep over it.
I've been promised call backs but don't get any.
It's been one of the worst decisions I've made.

This sounds like an awful situation to find yourelf in, through absolutely no fault of your own. If you haven't already done so you should lodge a formal complaint which will hopefully nudge Sky into assisting you to a resolution.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Appalling customer journey

DaveF71 — Mon, 06 Jul 2026 16:52:50 GMT

I have, twice. Am in dispute with them now. They've got 8 weeks before I go to the ombudsman.

Re: Appalling customer journey

MarkGoldsmith — Mon, 06 Jul 2026 17:13:28 GMT

@DaveF71 wrote:
I have, twice. Am in dispute with them now. They've got 8 weeks before I go to the ombudsman.

@DaveF71 You don't actually have to wait quite as long. The period was fairly recently reduced from 8 weeks to 6 weeks.

Also worth noting if its the UK, its not the ombudsman you would escalate the complaint to after that periods, its the approved independent alternative dispute resolution operator, which is CISAS.