Clay received from sky instead of a new iPhone. Sky takes no responsibility!

[Anya16]

I ordered a iPhone 16 in store at the cribbs causeway Bristol sky store on the 22nd November 24. However, due to not having the colour iPhone I wanted, they advised they would send me out the device the next working day. It didn’t arrive the next day, but 48hrs later and my phone held at the dpd depot for unknown reasons. On receiving the package, I opened it up to find a lump of clay. I raised this immediately on the 24th November in store and via customer service when I received this. The subsequent service provided was appalling, I was promised return calls, updates non of which transpired.  Moreover, one customer service adviser from sky advised me that I should cancel my direct debit, which would mean I was in breech of contract and would be very negative to any further proceedings. After 3 weeks I was informed that Sky was not at fault after a ‘comprehensive’ investigation that did not even request to see the packaging the clay was delivered in. They carried out a search of the depot and their evidence was based upon a picture taken of the dpd delivery to my home! They concluded the item had therefore been delivered. At no time did I sense that Sky made efforts to protect my interests as a customer.Has anybody gone through this and if so any advice anyone can give?

[GD1]

@Anya16  If you've not already done so I would raise a complaint through the channels here https://www.sky.com/help/articles/how-to-make-a-complaint

[Ac34]

I'm assuming you've purchased the phone as a regulated credit agreement ?

There is other instances of this kind of fraud online. 

The phone box is it for the UK/EUmarket? Or another?

Do not cancel the direct debit under any circumstances, however state to the credit provider that you are paying under protest, if they decline a refund or product replacement. 

By cancelling the direct debit , you are breaching the credit agreement which could have nasty consequences for the next six years (For something that is not your fault)

Email Dana strong from sky 

if your getting nowhere with CSR from sky.