August 2025 by ikraa s
I went into the store yesterday after my phone broke and urgently needed a replacement. Just two days earlier, I had switched to a SIM-only plan through customer service, but I knew from experience (having previously worked for Three) that upgrades can be reversed by calling customer service.
There were two staff members present, including a new starter. I explained my situation and was told I had to wait 90 days before doing anything. I asked her to double-check, and she confidently said I couldn?t upgrade. She seemed disinterested, with a dismissive attitude, and didn?t make any effort to help.
I left the store and called customer service myself ? and, as I expected, they cancelled the SIM-only plan immediately. I went back to the store to upgrade, but the plan I wanted wasn?t available in-store. I spent 20 minutes on the store phone (as mine was dead), trying to sort it out again.
During all this, both staff members were sitting down, chatting, and on their phones. I had to raise my voice just to get their attention or ask questions. They offered no support or guidance, despite me clearly needing help and being the only customer in the store.
To make matters worse, my young child was upset, and one of the staff members thought it was appropriate to say ?no? to her ? which was unnecessary and unhelpful. That part I could overlook, but the overall lack of professionalism and effort was unacceptable.
I came in ready to upgrade, add insurance, and buy accessories ? which would?ve likely helped them hit their sales targets ? but they showed no interest in providing any kind of service. In the end, I cancelled my contract and went to EE instead.
Really disappointing experience from a brand I expected more from.
August 2025 by Gavin Burke
Useless staff ! Went in with a problem and it?s as if the staff can?t even be bothered to sort out problems! All I could get out of them was call customer services.
Sold me a product on the premise of one thing then when it?s come to it I?m told something else !
All they want to do is sell you a product to earn the commission then fob you off with ? call customer services ?
July 2025 by arnisa qasim
Popped into the Three store in Merry Hill and honestly wish I hadn?t bothered. Left pretty swiftly and went to O2 who sorted the issue there and then!
The sales advisor, Sat slouched in the corner glued to his phone like I was interrupting his precious time, blank stares and thumbs scrolling. Sums up the customer experience real well.
But the real kicker was the sales manager. You?d think someone in a leadership role might set an example or at least pretend to care. Nope. Rude, dismissive, and spoke to me like I was wasting her time by asking basic questions. Zero professionalism. Zero respect.
July 2025 by Margaret Fellows
Very impressed on two occasions with Sabah who was extremely patient and helpful towards two oldies who are not tech minded.She answered every question with reassuring knowledge.3 should be proud to have Sabah as part of their team. Nothing was too much trouble and she encouraged us to return if we had any other.concerns.
June 2025 by Claire Mulholland Cook
my daughter had her phone stolen on holiday and three sent a new SIM card but it wouldn?t work she was in bits as she needs it for work, banking and diary etc.
We went up to merry hill at7.30 to sort it but hubby had to come up with passport etc.
I left my daughter (19) in the shop whilst I met my husband to show him where the shop was.
My daughter was with a lovely guy who was sorting it for us called Bhav, he chatted with her for around 20mins and she said how lovely he was.
Defiantly a great shop and lovely staff but Bhav you the best x
June 2025 by Lord Raymond Bill of Hougun Manor
Visited tonight 25th June at around 6:15. Our grand daughters phone on 3 was not getting a signal. No issues were shown on the Internet. We visited the store to check of any issues with our grand daughters phone. It appears the network has been down all day. Our main issue is with the man who served us. He was offhand and had a couldn't care less attitude. He shrugged his shoulders and said bad luck. A simple sorry the network has been down would have sufficed. I was considering 3 Internet, will think twice now.
June 2025 by Sophie
Lovely girl named sonum served us and was so helpful and found us the best deals. She helped to get our kids the best gifts for Eid and was so lovely to watch our daughter while we looked. Thank you for your lovely service.
May 2025 by Garcha Pama
I was overcharged a bill and advised by Three customer services to go into this store to resolve the issue. The staff treated me rudely and were condescending. Their in-training staff were overheard laughing and making derisive comments. It was embarrassing and shocking. We then went to the EE store where the customer service was exemplary.
March 2025 by Graham Taylor
Went into this store to sort out our daughters phone contracts ,it was dealt with by a girl named cara what an absolute star this girl is such an asset to the company ,friendly, chatty and very professional helped us to sort things out and nothing was to much trouble, hope she gets told about this review as she needs to know how grateful we are ? we came close to leaving three as only getting frustrated with their call centers, this girl has restored our faith but won't be using call center anymore
February 2025 by mehnaz
Went to see if I could get a new contract out, gentleman was fantastic who said his colleague would help me out. She, was very rude, uninterested with an attitude. She then passed to on to another colleague who seemed had the same attitude. Both Asians girls. One with curly hair other with straight hair. I think they must have skipped the customer service training module.
In short no sale equalled not interested.
December 2024 by ChezzaB
Visited today with my elderly Dad who is not very technical
We were referred to Ash - can honestly say we have never experienced such amazing customer service anywhere
Ash talked my Dad through everything really clearly, he has such a sense of humour & is really friendly & welcoming
10/10 to Ash
December 2024 by Rameen Jahangir
I want to say special thanks to Emma (hopefully I remembered the name right). She helped me so much. I visited the store yesterday with blocked sim and no way to get the e-sim on time, but she figured it all out. Thankyou so much Emma!!!
November 2024 by Paul Tranter
Emma was so helpful had a problem with my router she went that extra mile Highley recommend three great service thank you
September 2024 by Mohamad Noureddin
I?m more than happy because of Quentin was very helpful and very kind
Best regards
Thank you Qu
July 2024 by Ella Felkin
I was helped in your store today by Cara and Shabah and I can honestly say I?ve never had such amazing customer service. These lady?s went above and beyond for me and are really a credit to your company . Thank you so much for your help today girls ? You have no idea how much I appreciated your patience and kindness x
