Returning issues

[Gemgem3]

Hi good morning I am being passed from pillow to post which I am fuming about being with sky mobile for so long. I contacted sky on Friday the day the iPhone 17 was launched and ask could I send 2 iphone16 pro back as I was still in the cooling off period which they said yes and ordered them. I then received a email to say I am doing a iPhone 15 swap which I wasn’t so I contacted sky again to confirm I wasn’t sending a 15 back only 2 16s pro.  I then recieved the 2 iPhone 17 with one box damaged. I then contacted sky to say I need a box to send the phones back they sent me 1 box for a iPhone 15 which she said on the phone it’s ok to place one phone in the 15 box and 1 in 17 box. I put both iPhone 16 in the box sellotaped both boxes together and sent to Royal Mail with the sky sticker address which was in the box. I haven’t heard anything and contacted sky everyday for over a week now and still no further I have the Royal Mail receipt and the tracking number which shows it has been delivered to you on the 26/09/2025 to sky. It is still showing on my account 4 phones which I only have the 2 iPhone17 pro. It is not my fault that the lady on the phone has sent me a 15 box to send the 2 iPhone 16s back I am furious and angry as I am paying £175 for 4 phones to which I have only got 2 iphone 17s when I have the proof it has all been sent back. I am constantly ringing everyday speaking and explaining to 10 different people what is happing I want this resolving and I will be leaving sky cause it’s a joke.

[PandJ2020 · Accepted solution]

Ok, do you have a question for your fellow customers?  (This is a customer-led help forum - you are not contacting Sky here)

You may wish to raise a formal complaint.

[caesarome]

@Gemgem3

You are not contacting Sky by posting on here as this is a community where customers help each other.

Returned phones can take 2-3 weeks to be processed by the companies that handles these returns for Sky you you will need to be patient for a bit longer.