topic Re: Returned items in Sky Mobile

Returned items

LVG86 — Mon, 11 Nov 2024 19:39:37 GMT

Hello,

I am having such trouble with Sky. I ordered two iPads and then changed my mind and returned them, within the cooling off period. I received an email to say that they had been received - two separate emails for the two separate devices. Then, I received a text to say that I had been refunded £15 for payment for one of the devices, however, I haven't received £15 refund for the other, nor have I received any further email or correspondence that the return has been processed and the credit arrangement cancelled. It's really stressing me, I've contacted sky five times, to even get through to someone is a real challenge, then when I do, I'm told they can see the devices have been returned and that within 48 hours it'll be processed, 48 hours - nothing. I contacted again, within 24 hours I was told. Nothing. It's now a further 6 days since I contacted them. I'm getting worried! The lack of communication with sky is so poor and what's worse, being unable to speak to anyone of integrity.

Re: Returned items

caesarome — Mon, 11 Nov 2024 19:44:16 GMT

@LVG86

It might be worth filling in this form to register a complaint:

https://www.sky.com/help/complaints

Re: Returned items

LVG86 — Wed, 13 Nov 2024 13:32:15 GMT

Thank you, I have done what you said and completed the form. Of course I still haven't heard anything, still no refund, still no emails, still no resolution far beyond the times promised. It's exasperating, I've tried calling them again too, to no avail.

Re: Returned items

caesarome — Wed, 13 Nov 2024 13:36:39 GMT

You now need to give Sky time to respond to your complaint as you should get feedback from it but not usually after two days.

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you.