Non-delivery of Sky Glass

[StuartC2]

I bought a Sky Glass TV a week ago, paid hundreds of pounds upfront and then paid £45 for a guaranteed delivery spot.  Didn't get any confirmation so spent nearly three hours on hold last Friday, making four different phone calls then about two hours on Saturday doing the same.

I know the order was placed as money for TV taken from debit card.  Sky saying it's their issue, calling it a system error leading to a ghost order and somebody from case referral (?) will be in touch .... but heard nothing for three days ....

All I want is the TV I paid for nearly a week ago but trying to talk to somebody who's empowered to help is impossible and the lack of response is frustrating.

Been a customer for 25 years, buying all the premium packages, and classed as a VIP on My Sky but this whole episode and shocking service has really frustrated me to the point where I want to walk away out of principle ....

Any ideas on how to escalate and resolve before I do?

Thanks

[mikealanr · Accepted solution]

Hi @StuartC2 

Unfortunately when these issues happen the call center staff have to refer to a back office team to resolve. Likely via a ticketing system. 

The only thing you can do is keep trying them or make a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

We are fellow customers here on the community.

MikeAlanR