Returns charge

[CraigWaddington]

Hi all, I returned my Sky Q 2TB box and mini box on 29/05/2025, both packed in the same parcel. Since then, I've received several emails and text messages saying the equipment hasn't been received. None of these messages allow replies, and now I've just received another email (again with no reply option) stating I've been charged £52 for non-return.

Strangely, only one charge has appeared — for the mini box (£52) — yet both items were sent back together. According to Sky's own fees, the 2TB box should incur a £135 non-return charge, so it's puzzling that they seem to have received one but not the other.

I've scoured the Sky website for a direct email address to sort this out, but like many large companies nowadays, it’s a maze of unhelpful FAQs. Searching online just loops you right back to them. Eventually, I landed here, on the community forum — which, frankly, feels like unpaid customer service. Sky should really be hiring dedicated support staff for this instead of relying on volunteers.

I’ve been a customer for 20 years and spent over £10,000, and now I'm being charged unnecessarily due to poor communication and an inaccessible support system. Any advice or help would be appreciated.

[GD1]

@CraigWaddington  Your tenure and spend amount have zero bearing on the issue you have.

Did you keep proof of postage for both items?

If so we can escalate your post to Sky Community Messaging Team.

[CraigWaddington]

Both items were in the same box and yes I have got a postage receipt.

[Daniel0210]

@CraigWaddington 
I’ve escalated your post to Sky and their Messaging Team should contact you later today.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Tom-W19]

Thanks for escalating. We've sent an invite to @CraigWaddington.

[snookersarah]

Hi

I posted back - in the box provided - 1 Sky Q bok and 3 mini boxes, with cables and controls.  I have received an email saying that one mini box is missing and I am going to be charged for it.  I have no more mini boxes to send.  I have sent what I was inventoried to send back.

[Daniel0210]

@snookersarah 

In case you're not aware you aren't contacting Sky Customer Services on here. This is a customer led discussion forum where Sky customers are available to try to help other customers.

Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

Please don't try to post an image of the Royal Mail tracking or postal receipt as Sky don't allow them on the forum.