August 2025 by Rafal Zbikowski
O2 Shop Torquay is a commendable example of consistently excellent person-to-person Customer Care which can never be replaced by remote call centres, online chats or chatbots.
Today (29-Aug-2025) I was helped by Nate who engaged me promptly despite this being a busy lunch break on a Friday. The problem was that a replacement SIM card had been sent to my home but failed to turn up so there was an urgent need to issue a new one in the shop as the old SIM card stopped working. Nate had to engage the back office so that they could activate an in-store blank SIM card which he did with quiet patience and impressive effectiveness. He then swapped the card and tested the results which made my phone usable again. Throughout the whole experience, Nate displayed clear professional competence and much-appreciated emotional intelligence which are two pillars of excellent person-to-person Customer Care.
I should also add that that back in July, Nate's colleague Mike, was equally excellent in helping to sort out a puzzling problem with my daughter's smartphone. Mike also had to engage the back office (which was not straightforward) and approached the baffling problem with agile intelligence and good humour. The problem was solved quite quickly and the full capabilities of my daughter's smartphone were restored just in time for her overseas school trip.
Overall, the O2 Shop Torquay truly is a bright spot in the person-to-person Customer Care and deserves highest recommendation. I sincerely hope that the shop and its impressive staff will continue to thrive as a truly valuable service for walk-in customers - it is a precious asset.
August 2025 by KAREN TAYLOR
Found the shop welcoming and customer service second to none. Mike was amazingly patient with a pair of 'cave' people - the staff are friendly and ready with their expertise; thank you!
June 2025 by Wenda Howes
Kate at the Torquay store has been amazing. Spent hours sorting out my problem with emails. So patient and knowledgeable. Other staff are also excellent but Kate stands out as a member of staff I would recommend highly.
May 2025 by Jan Stevens
Bought a new phone from Mike at the Torquay store, he was helpful and extremely professional and patient as we are not tech savvy. Would have no hesitation in going back.
May 2024 by alex harding
Phone line down for over a week so can?t contact store unless you go into town which costs money on parking and takes time out of the day, went into the store to ask where my new phone is as it?s not been delivered and they were very unhelpful and told me to contact the delivery company. Terrible customer service
March 2024 by Mike Mike
Phil thank you for doing the upgrade todayVery professional and fast service, obviously knows what to do, also gave me good updates and information on what to do if i need to change or upgrade to a new phone in the futureIf you go in ask for Phil
March 2024 by Alice
caught them on an off day. went in looking for a smart watch. I have unusually small wrists so my main concern was looking for something that would fit. I had very low expectations on finding a watch that would fit for that reason. What proceed to happen was being taken over and told how rubbish one of the watches was and was shown the largest watches in the store. It's okay if they don't have any small enough but he just needed to say so because there's no point doing a sales pitch for a product that's wider than my wrist! Perfectly friendly just couldn't comprehend that 40mm was too big.
January 2024 by keith williams
Absolutely service and great advice could not be happier ?
December 2023 by Leanne Lee
After losing my husband this year and then my phone breaking with our pictures etc on it, Kate was an amazing help transferring everything across to a new phone. Also patient with my 2 young children! Highly recommend this store and Kate.
November 2023 by Lisa Curtis
The first person I spoke to in this shop, a man, was pretty smug and condescending. Thankfully it was Kate who actually sat down with me to discuss a phone upgrade and she was absolutely fantastic. Friendly, honest, extremely helpful, went out of her way to make sure I could see the differences between phones I was interested in etc. I had another query a few months later and once again she couldn't have been more helpful. Very genuine person, thank you Kate!
October 2023 by Wayne Vant
I went in on a quiet Saturday morning to Cancel an air time only contract to be told that I have to call Customer service to cancel instead..but they set up the Contract to begin with...I told them iv contacted Customer service but to no avail..then the worker just Shruged his shoulds today we can't help you then..awful Service...won't be using o2 again...
August 2023 by Theresa Mintern
Great service. Nice and friendly
August 2023 by Darran Holmes
Great professional service
July 2023 by Marii C
caught them on an off day. went in looking for a smart watch. I have unusually small wrists so my main concern was looking for something that would fit. I had very low expectations on finding a watch that would fit for that reason. What proceed to happen was being taken over and told how rubbish one of the watches was and was shown the largest watches in the store. It's okay if they don't have any small enough but he just needed to say so because there's no point doing a sales pitch for a product that's wider than my wrist! Perfectly friendly just couldn't comprehend that 40mm was too big.
July 2023 by Simon
Great new shop, more spacious and openThan the old O2 store somewhat 2 minutes up the road and the staff have a great product knowledge!
