I ordered a new Apple MacBook on 18/09 with guaranteed for delivery on Sunday, 21 September.
I stayed home all day on the 21st awaiting delivery, but the MacBook never arrived. There has been no communication from Sky explaining the delay. This device was urgently needed for my son to begin university on Monday, 22 September.
On 22/09 I called the helpdesk to be told that I needed to use the 'Chat with us' option instead. Navigating the Sky website to find the right person to speak to or escalate this issue has been cumbersome, to say the least. I have received only generic responses from the Sky chat services. I’ve spent several hours trying to reach someone, only to be repeatedly referred to a chatbot which I’ve already used without success, and the Sky Help Desk, neither of which have provided any meaningful assistance.
I am extremely disappointed by the lack of support and transparency. As a customer, I expect better and the handling of this order has fallen far below acceptable standards.
Despite repeated attempts to resolve this:
- Sky has not provided a guaranteed delivery date.
- No suitable alternatives have been offered, including different colours or models.
- Sky agents from Sky Helpdesk have repeatedly misidentified my name, gender, and product, offering only generic apologies.
- I’ve spent hours trying to reach someone, only to be redirected to chatbots and help desks that offer no resolution.
- I sent a formal complaint 6 days ago and still have had zero corespondence, not have I had any update about when stock will be available and when I can expect my device.
It is unacceptable to be told that Sky is a third-party, relies on Apple, or lacks visibility of stock. Internal communication failures are not the customer’s burden to bear. Sky’s slogan, “Believe in Better,” feels deeply misleading in this context.
Furthermore, Sky’s handling of this order may be in breach of the Consumer Protection from Unfair Trading Regulations 2008, as a credit check was run and my order accepted without guaranteed stock or delivery date. Under the Consumer Rights Act 2015, I am entitled to timely delivery of goods I have ordered. Sky did guarantee delivery, and at no point in the communication was it stated that this item was on backorder or unavailable.
This may be just one order to Sky, but to me it represents a serious failure in customer service and ethical responsibility. As a company that promotes trust and reliability, Sky should be concerned not only with resolving individual complaints, but with upholding the values it claims to stand for. Escalating this to CISAS is not just about seeking resolution, it’s about holding Sky accountable to the standards it publicly commits to, and ensuring that other customers are not treated with the same disregard. It has been 10 days now and still there is no communication, no option to cancel the order and no correspondemce to my formal letter of complaint. Shame on you Sky!
