Policy issues & bad Managment!

I went into the Orange shop In Camberley to purchase a cheap PAYG phone for my 9yr old on. I found a cheap one and the Manger served me to start with. I told him I wanted the Nokia 100 for my 9 year old. he only texts occasionally but wanted it as a starter phone.

I was in a rush (bad time to shop I know, but i hadn't expected to be sold anything or sign anything) I asked the manager about text packages from Orange and was immediately told about there £10.50p/m Sim only package. I was in a rush and on my mobile and wasn't concentrating properly. The manager passed me over to a sales assistant to finish the sale.

I totally didn't think about it properly in the sense that there is no way to cap it or stop my son from going over his limit or anything and at no time was it mentioned to me that they have a no grace period/no return policy in store. there are no signs in the shop anywhere either.

The sale went through and I had to just pay for the phone and the £10.00 top up.

Over night I spoke to my sons dad and we decided that this Sim only wasn't appropriate for a 9yr old and The next day I went to take it back.I phoned the orange number first to see if I could do it without actually having to go back to the shop. The man I spoke to told me that I would have to go back to the store to sort it. He never mentioned that i would not be able to cancel the contract.

I had an horrible time in the shop. The sales assistant was rude and difficult as soon as she knew i was there to return and she eventually passed me over to the manager. (The same guy who sold me the prouct) He was polite at first saying they had a no grace period/option to cancel the contract) I was shocked and explained that I wasn't made aware of it and he retorted that well we are not going to tell you you can't rturn it. (He did tell me all the reasons why i could return it if it was faulty or I had no coverage).

I was really surprised by this and upset as i didn't want a contract for 12 months for a 9yr old child who could run me up huge bills and the manger just shouted down my attempt to explain that it was never mentioned to me that i couldn't get a grace period and I did tell him it was for a 9 yr old. He then accused me of saying he was lying which I didn't and when we got to a stale mate HE REFUSED TO TALK TO ME. I phoned the orange phone number again and they said There was nothing I could do as it was store policy and they had no control over it. She also said that i had to escalate the store manager issue within store.

I spoke to the manager again and asked for the contact details of the person above him and he REFUSED to give them to me stating that he is the highest person to contact and that he can not give me the regional managers contact detail because of data protection.

I cam away feeling completely incompetent and stupid but also i felt like i was ripped off and treated badly. The manager had no reason to give me a shouting just because I wanted to cancel a contract. he could of calmly mentioned that there is no such policy.

BTW I THINK IT IS HORRENDOUSLY TERRIBLE THAT THERE IS NO GRACE PERIOD BUT NOT JUST THAT THEY DON'T HAVE TO TELL YOU THERE ISN'T A GRACE PERIOD.

The manager of Camberley Branch really needs some new training in the escalation procedures and how to deal with customers.