Sky glass air order - NO SHOW

[OverbeckStudios]

I’ve ordered a sky glass air tv and after 15 days it still hasn’t arrived. I’m getting told constantly by Sky that it’s with sky’s back office team as and there is no timeframe as to when there is going to be a resolution as it’s a system error. The money has been paid in full but they are saying they cannot issue a refund. What can I do?

[BenJoBanjo]

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@OverbeckStudios wrote:

I’ve ordered a sky glass air tv and after 15 days it still hasn’t arrived. I’m getting told constantly by Sky that it’s with sky’s back office team as and there is no timeframe as to when there is going to be a resolution as it’s a system error. The money has been paid in full but they are saying they cannot issue a refund. What can I do?

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I'd be making a formal complaint if I were you. It's simply not good enough that they've taken your money and not provided you with the equipment you've ordered due to their own error. 

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

[OverbeckStudios]

Thank you for that link.

I'm pretty sure they're not allowed to say they cannot issue a refund - the money has come out of my account and gone to SKY and they can't issue me a refund!!!

They also said that they cannot speak to the back office team, they have to let them do their process. This sounds more and more suspicious. I was also told by a manager that if i keep phoning up each day you're just get told the same thing and waste another call handlers time reading through the notes. - I'm absolutely disgusted!

[OverbeckStudios]

Is there an email address i can write to or an ombudsmen i can contact?

[GD1]

@OverbeckStudios  Youn need to raise a complaint 1st through the correct steps as posted by @BenJoBanjo , then after 8 weeks and only if either it's not been resolved or you reach deadlock can you go to an external body.

[BenJoBanjo]

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@OverbeckStudios wrote:

Is there an email address i can write to or an ombudsmen i can contact?

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If you follow the link I posted earlier there's a contact form you can fill in. Sky don't really let customers communicate directly with them via email so there's no address other than the one for viewer relations but they won't be able to help you. 

You can take your complaint further with CISAS, who deal with disputes with companies such as Sky.  Their details are on their website and Sky also publish them on their own site here, under the alternative dispute resolution section:

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

Good luck. 

[OverbeckStudios]

Thank you I'll try the form and then CISAS

If i get a resolution I'll update here for others 

[BenJoBanjo]

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@OverbeckStudios wrote:

Thank you I'll try the form and then CISAS

If i get a resolution I'll update here for others 

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Hope you get it sorted out quickly. Sounds like a right mess.