Posting this here for sky to hopfully see, spent too much time on the phone with useless incompetent sky staff. I have emailed every sky email adress I can find.
Dear Sky Customer Services,
I am writing to express my extreme dissatisfaction and outright anger with the appalling level of service I have received from Sky. What should have been a straightforward online purchase has turned into a multi-hour nightmare of incompetence, wasted time, and repeated damage to my credit file. This is unacceptable.
Chronology of Failures:
1. I attempted to order an iPad Pro 2025, 10GB data plan, AirPods Pro 3, and Apple Watch Series 11 via your website. The order passed verification and credit check, but failed at the initial payment stage with a generic error (screenshot attached).
2. Your AI web assistant proved completely useless — a shocking waste of time that provided no resolution despite following its instructions precisely.
3. I then spoke to a sales advisor who initiated a new order. This resulted in a second hard credit search on my file. She processed the iPad and data plan but claimed accessories required a separate call to customer services. She also created a new Sky account using the same email address I had registered the previous day, despite my explicit warning. She assured me her order would supersede the first. It did not.
4. Attempts to sign the credit agreement via email links failed due to the duplicate account conflict. Multiple lengthy calls to customer services (each cut off after 30 minutes) followed. I was instructed to create yet another new account and even a brand new email address. Despite following every instruction to the letter, these steps also failed. After over two hours of my time wasted, the advisor admitted defeat and escalated the matter.
Throughout this process, I explicitly refused any further hard credit searches for accessories, as I will not tolerate three separate inquiries for a single contract. Your representative even had the audacity to ask me not to leave a negative review — an unprofessional request that speaks volumes.
My partner, A******c*****, has suffered similar chaos ordering two tablets for our daughters — resulting in four hard credit checks against her file. This pattern of reckless credit inquiries is damaging our credit scores before we have even begun a relationship with Sky. A promised callback regarding switching our broadband and TV package never materialised.
Demand for Resolution
This level of systemic incompetence is disgraceful. Sky’s website does not function, its processes are broken, and its staff appear untrained and powerless. I have now wasted considerable time and suffered unnecessary credit damage due to your failures.
You have 48 hours from receipt of this email to provide a comprehensive written solution that includes:
• Full processing of the original order (including accessories) with no additional hard credit searches.
• Appropriate compensation for the time wasted and credit damage caused.
• Confirmation that all duplicate accounts have been resolved and the correct agreement is ready for signing.
• A guarantee that no further mishandling will occur.
Should you fail to resolve this satisfactorily within 48 hours, I will have no hesitation in cancelling all contracts, pursuing a formal complaint to the relevant regulators (including Ofcom), and seeking any other remedies available to me under consumer law.
I expect your immediate attention to this matter.
Regards,
Johnathon Kitchener
Customer Number: 635 385 22* ***
Case Reference: 5075 07* ***
