September 2023 by Nicky Garrow
I went in today and asked for a pre-pay top-up but cashier instead gave me a sim-card. I understand mistakes happen, and waited 20 minutes for the manager to come out and issue my refund before I gave up and went home. I left the receipt and the SIM card and told the staff member to give it away for free. They were very apologetic which I appreciated but I felt like they hadn?t been trained very well and didn?t seem to know what they were doing. Disappointed that I?m out 15 quid but oh well.
September 2023 by Georgina T
Absolutely useless and poor customer service. Had an issue with my rolling plan being double charged so they told me they couldn't help and gave me the phone to speak to the support team who specialise in rolling plans. The people on the phone were ignorant and unhelpful because they just kept putting me on hold and transferring me because they didn't want to help resolve my issue. Was on the phone for close to an hour, and before the store was closing so then the store manager said he would put the overcharge as call credit on my account, which he said should be reflected on my O2 account by Monday. It's Thursday now and it's not been added so once again utterly useless. Can't believe I switched to them, especially given the service is rubbish even in comparison to cheaper alternatives like Three.
August 2023 by Jenny Shelley
Ramey was so brilliant, managed to get me an incredible deal on a new phone and contract when I?d only nipped in to buy headphones. It was all relaxed, enjoyable and easy experience. Thank you!
August 2023 by Federica L
The assistant manager and his colleague ( I wish I knew their names) were fantastic on a very busy Saturday afternoon. They helped and supported me and were very professional! Thank you
July 2023 by Pádraig Foran
Extremely helpful and polite service by Kamil on two occasions - the reason I switched over to O2! Great example of good customer service
July 2023 by Nik P
They were short staffed but were really trying hard to see everyone. They also did not trick anyone to buy anything they didn't need unlike the scum franchise store in West Ealing and Hounslow.
June 2023 by Ania G.
very nice service. I was interested in extending my contract. It was explained to me in a very clear way and I was very pleased with the conversation. I sincerely recommend this place
May 2023 by Michelle Grant
Collected my online phone purchase, a little bit of a wait but other than that. It was good. Happy with my s23 upgrade.
April 2023 by valentin Ivanov
I've been rejected to buy twice because it was 50 minutes before closing time - 1 time to buy a phone, 2nd time to help with recycling my old one. Considering their working time, they should expect people to come around 17:30-18 for help as we also finish our work around this time. Also, the stuff diligence is dependent on who you meet. When I bought my phone, I was advised that I could recycle my old one and get 150£ extra. If I had any issues, I could ask them for help in the store. Well, I had issues. I came back, but none of the stuff knew what this is.
April 2023 by Don Fared
Unprofessional staff instead doing their job they social chating with customers. They spend more time seating and chatting instead of speed up the process to get to the next customer. I had to wait 35 min for a click and collect!!! I do not recommend this branch if you want to click and collect
March 2023 by Maciej Blicharz (Matt Londonist)
Now absolutely brilliant. Finally we got everything sorted out. Kamil - one of the customer services agent went ABSOLUTELY above and beyond. Many many thanks ?
March 2023 by Zsuzsanna Kokai
I've visited this store today with my mum who had some issues with her phone.I don't think I've ever had such a great experience in a phone shop before.We were served by a lovely lady, I forgot to take her name, which I regret because I'd love to give a huge shoutout to her. We spent a long time in the shop as we couldn't pair the old phone and the new phone to transfer the data... But time flew by with her really.Thanks again, hopefully we won't need to be back with another phone issue, but if we do, we will definitely be back to this store.
March 2023 by VENUSHKA CONDEGAMA
I experienced great customer service by saleswoman Carlin at Ealing 02. She went extra mile to correct mistakes. Thanks you!Romey was brilliant as well. Try to offer me a good deal on sim and broadband. Unfortunately, signal strength issue at my work place, opt out of being a 02 customer. But; I would be back some point. Top stuff.
January 2023 by Pratik Sridhar
Absolute joke, we've been here three times over the last 2 weeks trying to get on a monthly sim only contract only to be turned away each time with a new excuse. Long wait times notwithstanding, The staff don't seem to follow protocol and there was zero proactive intent to help us find a solution following their "system issues*Heard O2 was one of the better providers in the UK, my experience here indicates otherwise.
January 2023 by Joan Airey
I would swerve this lot if I were you if my recent experience is anything to go by.I bought a mobile from the Ealing Broadway shop about four years ago. The staff were professional, helpful and polite and I was always happy with the phone and being a light user, only made relatively few calls with even fewer texts. However, I recently had it stolen and rang their customer services to get it blocked, get a refund on the balance and have it transferred onto a new phone I intended getting from 02.To get this refund I had to answer a few security questions asked by people who were clearly not paid to think. I rang three times in all, hoping I would succeed. I failed the test miserably each time. The kind of questions were: Firstly, I was asked for the SIM number, which of course was on the phone. However, I was told it would also be on the box but I had had the phone for about four years and had thrown it away some time ago. Secondly, I was asked who I texted most frequently. I replied that I am a very light user and rarely texted anyone and could not remember the last time I did it. I did say that I could probably remember who I last texted but it would have been some time ago. Wrong answer. Thirdly, I was asked how much was left on the phone. I said it was about £20 but as I no longer had the phone, I could not be more precise and was unable to ring up and find out. The thief might also have made a few calls and sent a few texts before I had the phone blocked, to which I was not of course privy. This was to me a daft question. Does anyone know their precise balance?I then decided it would be a good idea to go back to the 02 shop where I had bought the phone to see if I could be more successful there. It had moved but was still at Ealing Broadway. I was attended to by Rackesh, who at first was quite positive but he then had to ring the customer service people and I was put through the same hoops. Around the same time he was having a conversation with one of his colleagues about whether they had had their lunch or not. He left me while I went through the same inappropriate security questions, which I again failed miserably. It then appeared that Rackesh had actually gone for his lunch while I was still on the phone. I then had to talk to the other lunch one, whose name I did not catch, but who I found arrogant and rude. I tried to explain that the line of questioning was inappropriate but he demanded that I listened to him. I wanted to explain that I would still be willing to buy another phone from 02 if I could get the same light user deal that I had had before. However, I never got the chance as it was clear he wanted to get me out of the shop. He parted with a very sarcastic Merry Christmas.Tip to 02: If you want to retain customers, please come up with some sensible security questions that take account of all your customers. I can't help noticing a lot of rather negative reviews on Trustpilot, but many of these are different from my own. 02 must be doing very well if it can upset so many people or maybe they are not doing quite so well due to staff like Rackesh and his colleague. I hope he enjoyed his lunch. He would probably have succeeded in selling me another phone if he had wanted. Fortunately 02 has a lot of competitors out there and I suggest anyone reading my review looks at those on Trustpilot if you have not already done so and avoid 02 at any cost.
