Return issues when buying new phone

[emmas007]

Brought new google pixal 10 pro end of Aug 25, did not like it parceled back up and returned after asking Sky for label 3 days later took phone back to Post office receipt given. Message received from Sky we have received your return give us 10 days to process, another text received we need more time to process your return another 10 days which was up a week ago after numerous phone calls and emails I have of yet not received a refund for the phone Sky is charging me for and still charging me each month for a phone I do not have, I have been promised it's be sorted in 72 hours and someone will call I'm still waiting it's been 6 weeks. I have sent two emails last week still no reply I have never had any issues before this is a joke. 

my mum ordered a smart watch for me on her account we had to send it back May time, Sky messaged saying all received, but once I checked my mum's Sky account she been paying for since May. My mum is in her 70s , yet again emails and phone calls later my mum still awaiting refunds and phone call back. 

Sky needs to sort this out it's disgusting, don't get me started on customer service.  

does anyone know who else I could speak to about all this I sick of being out of pocket and fobbed off. 
many thanks 

[63johnw]

Hi @emmas007  all I can suggest is making a formal complaint. 

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

[Anonymous]

Yeah done that written two emails and made one over the phone. Not had any correspondence to them. 

[N4avv]

I've been having a similar issue , so I bought a samsung z fold 7 1tb from sky i was happy with the phone , I selected the £10 a month for insurance , and then I went onto my sky protect app and it did not have the new phone showing as insured , so I called them and they informed me because the phone is over £2150 they don't insure it , they only insure phones under £2000 , but I was sold the insurance when I bought the phone , so I called sky and told them and they assured me it was covered . But as the insurance company who they use said I wasn't, I decided to return the phone and buy the 512gb so I can be insured , I called sky to arrange a return envelope , 3 days later I get 3 envelopes , so I put my phone and free samsung buds in there and return . Now it's been over 3 weeks they are still charging me for the phone , even after I received a email from sky that they have received my phone back with a reference number , but I'm still going through the phoning up every day , the last call told me the have not received my phone and I need to prove it even though they sent me a email saying they received it , I've been with sky for 20 years as a customer , and have 5 mobile phones with them and they treat me like this . 

[N4avv]

I've been waiting for a manager to call me back 5 times now but nobody ever calls , and it seems nobody knows how to resolve this issue every time I call my call lasts over 1 hour every time , but in the end nobody solves the issue , it's india or Scotland I get through to , but the last time I called I recorded my call and informed the customer advisor it was been recorded , hopefully it will get resolved

[63johnw]

Hi @N4avv  it does usually take 2-3 weeks for returns to be processed but as it's been the new iPhone release then there will be a lot more returns/swaps being processed so it will be taking longer.