I have been a Sky customer for over 12 years and never have I ever had such poor customer service since trying to rejoin Sky Mobile. I have Sky Glass and I had Sky Q before that and I've always had exceptional customer service but since I moved away from Sky Mobile and then decided to rejoin Sky Mobile by ordering a new iPhone 16 Pro Max on the Friday 13th September 2024 which was the required preorder window to receive the iPhone on the release date of Friday 20th September 2024. Anyhow I received notification of Sky generating a shipment with DPD of my iPhone on the 19th September. It was picked up from Sky and delivered to my local DPD depot on the early morning of 20th September. By 9:43am I received another notification by email notifying me that my iPhone parcel would be delivered between. 13:51hrs and 14:51hrs. 2 hours later I received another notification to say my DPD driver was delayed and the item would still be delivered same day no later than 16:51hrs. Another 2 hours pass and then I receive a final email notification from DPD informing me the DPD driver has been delayed due to an unexpected issue. My parcel then became untraceable on the DPD website and has not updated since 20th September. The parcel has never been returned to the depot at DPD so I assume someone has intercepted the iPhone on delivery day.
I contacted Sky 6 times or more via telephone and each time I am told a different story about where the package is. I have been told the following -
1. item has never been sent and will be delivered October 26th
2. item did not have a label and will be delivered next day.
3. item has been sent but has been delayed and will be delivered 28th September despite DPD informing me that there has been no physical scan of the item since 20th September
4. item has never been sent and then told it has been sent and is delayed.
to this day I have never received the item I ordered and I have never received my SIM card. Customer service has been absolutely awful with Sky Mobile and every single customer support agent has just continued to lie and not address the issue.
When I ask to be make a complaint or speak to a manager they do not help me and they put me through to cancellations of Sky Glass. I have put in 2 online complaint forms and received no response yet. I'm actually thinking about cancelling all my services with Sky as this kind of customer service cannot go on. In the last couple of months Sky have seemed to of moved their customer support to India and every single agent has been extremely disappointing. I think Sky needs to invest in proper management and training of their employees and make sure their staff do not persistently lie about customers orders when the situation isn't easy to deal with.
All I want is my iPhone that I ordered and be able to use it as that is what I subscribed for.
