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.
