written by geoffw6490 on 15/03/2014
Ordered a BT76700 twin pack for next day delivery: arrived three days later, although they did refund the extra cost when I complained.
One of the items was faulty. The normal process entails returning the whole set but having asserted that I needed to use the working phone, was told to purchase a replacement and to send the faulty unit back for a refund.
I spent three days, unsuccessfully, using several BT contact numbers, trying to find someone at BT who could explain how to return the faulty item. Each call had taken an average of seven minutes to obtain a human response. They insisted that they could only ever accept the return of a complete set and that I had been wrongly advised.
Even then, the system did not recognise that I had ever placed an order although I have an email copy with the order number clearly stated.
When I asked to be referred to a manager, I was left with busy tone and after five minutes I hung up in frustration.
I have made a complaint through the website but whatever the response I will never, ever, buy anything through the BT shop again.