written by on 11/07/2013
Business customer with multiple phone accounts and Orange customer for over 10 years. I politely asked if I could have a replacement phone or new phone contract for a Blackberry 9360 which kept turning itself off and then would not come on again. Informed very young guy behind the desk that if the battery was taken out, the effect was that the phone would not turn on again - only by pressing the end call button over and over again ( x 100)would the phone come on again, if lucky and with time to spend. Guy immediately took the battery out, and rendered my phone dead again. I pressed the said button many times for him to see what I meant and he snapped that all they could do would send my phone away. When asked about having a new handset, he snapped that I would get a replacement. I was waiting for urgent business calls and got cross with the guy's attitude and the fact they had cut me off. The young guy then told me that there were other customers in the shop, and not to swear or get angry. I left the shop, with the guy still shouting that there were other customers there besides me!! Orange business customer hot line were informed, and they are sending me a replacement phone tomorrow.
written by on 18/11/2012
Went into the above store and was served by a sales guy called Roger. We were really impressed with the way he talked through the new phone with my 10 year old daughter and despite the store being very busy he took time to ensure that she was happy and then he proceeded to do all the set up - something I had done myself on the previous phone (which was not straight forward for me). We weren't spending a fortune or entering into an expensive contract but his service was fantastic.
written by on 29/10/2012
I was told a lie about the plan I was looking for, that it didn't exist because it was a pay as you go option no one could be bothered! So so rude! I got ignored for about 20 mins and was made to feel of a great inconvenience to the staff.
written by 0rchidea on 27/08/2012
Went to the Orange shop on the upper level in Meadowhall, Sheffield with a contract renewal due, and 3 phones as options for upgrade. Was firmly told that I could not have any of the phones I had in mind due to the contract I had (Sony Ericson S, HTC, iphone), that my best option was the Sony Ericson U - same as the S, they said, but neater. No, I couldn't have anything else even with a part payment. I've been paying them £33 a month for years now btw. I have arthritic fingers which is patently obvious to anyone who sees me, the U phone is completely unusable by me, it cuts me off, dials people I haven't called, it's just so tiny with badly placed buttons. After phoning the Orange helpline and being told I can change the phone as under these conditions I had a 14 day cooling off period, I was dismissed out of hand and told they never take phones back, it was mine now and up to me what I did with it! They also 'sold' me a £5 ongoing contract a month for a sim card for my ipad, that even the Orange helpline has been unable to get registered for me. I have discovered another Orange shop talked my Grand-daughter into getting the same phone, and even she is going mental with hers. Looks like this is a phone they are trying to offload! I wouldn't walk into one of their shops again under any circumstances, and as soon as any in my family have a finishing contract we intend to change out and go elsewhere
Written on: 16/10/2012
I'm with Orange and think their customer service is better than most other phone companies. But how on earth do you contact a branch via telephone??? Especially Orange shop in Bluewater Shopping Centre... All I want is info on my Iphone 5 upgrade???
written by on 09/05/2012
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.
written by Sweeney22 on 05/01/2012
I purchased a Nokia C3 on a £15 per month contract. After getting my number moved across, which took 5 days to do, I had sometime to play with the new phone. Within the first few hours the screen refused to work, albeit intermittently. The next day I took it back to the shop. The staff were unempathetic with my situation and refused to acknowledge any fault, even though this is a known issue with the C3 (which presumably they withheld at time of selling it to me). Under the law it is up to them to prove that the device is not faulty, not up to me to prove it is. The staff told blatant lies, claiming that touch screens intermittently break all the time, which is utter nonsense. Furthermore they said that if I could not prove a fault within 14 days they had no obligation to replace the handset, even though they ate required by law to do so. Shocking customer service. The staff were rude, ignorant and deceitful.
written by Youngarko on 01/10/2011
I would like to start off with shop looks good need more staff seemed over-run, asked to see manager and basically got told no :/ which confused me, shouldn't managers be on shop floor or are there none there staff where ok helped where could but need more product knowledge only knew certain things but they said only opened for 2weeks so maybe why lack of knowledge but for me waiting time toooooo long not enough hands on shop floor had gentlemen trying to talk to me and turn off alarms @ same time noise not good. Staff ok few good ones, shop style is nicee open modern like it a lot.
written by kakahosen on 22/09/2011
Today I went to buy an iphone with my girlfriend to stratford city at everything everywhere store. But I haven't bought any because of rubish customer service. They even doesn't know how to behave with customer. Immediately replace some sales assistant otherwise they will destroy the goodwill of orange. I have experience the worst behave in my life at this store. His name is [name removed] who is the best in bad behaviour. He is so rude, loud & angry. Please send him to a school of behaviour. I don't mind to pay for it. Only for him, I have decided to leave orange. I am a orange customer for last 4 years.now I gonna tell all of my friends and relatives to leave orange & T mobile........This is my facebook & Twiter status after visiting EVERYTHING EVERYWHERE at stratford city Westfield
written by on 12/07/2010
Went to orange shop in Bluewater, kent since my i phone sim was stuck in my old phone. They said it was my mistake and that they cannot take it out. Would cost £50 to get the sim out of my phone, but I will have to leave the phone and go.
I got my sim eventually removed by an Asain phone salesman. He did that in 5 min and didnt even charge for it!
Dont ever go to this orange shop, they are very unhelpful
Written on: 26/07/2011
Hello,
I recently visited your store to purchase a new phone in Cribbs Causway in Bristol, before i before my purchase i enquired if i had to top up my phone to buy a new handset as i had already topped up my credit recently, i was informed by the assistant that i had to top up regardless, however i needed the phone quickly so decided to buy the new handset which was a sony erricson experia X8 and £119.99, after waiting quite a while the assistant came back to inform me that the phone i had chosen was not in stock, and this may i add was not the first time i have asked for a phone that was out of stock, after feeling disappointed i left the shop, i visited the "phones 4 u" shop that is situated directly opposite, i was told by the assistant that the phone was in stock and that i may not have to pay for a top up if i had credit on my phone, and literally 5 minutes later i walked out of the shop with my new phone, i paid £79.99 for it and was very happy with the service and advice i had received, i therefore feel very disappointed with the service that orange provide, i have been an Orange customer for well over 10 years, but feel let down by very poor service and advice, also Orange obviously are not looking after their customers, and don't really care whether they sell them a phone and indeed go somewhere else to buy one, summing up i am so pleased that the phone i wanted in your shop was out of stock as i bought the phone £40 cheaper in "phones 4 u".
written by on 04/05/2010
Just experienced the most dreadful customer care in the upper mall Orange shop in Meadowhall. Went in because I had a problem with my daughter's mobile, which I bought her for last Christmas. Was in the shop 35 mins before a member of staff even had time to speak to me. Was already pretty fed up by then. The woman just said I needed to call customer services - she dialled them on a phone, but I got cut off because they were all busy - 'call back later' - and the woman who was 'serving me' had vanished off back to the other Orange store. Eventually got a very brief explanation of what the problem had been from another member of staff in store - took about 2 mins, by which time I had been in there 50 Mins. The woman behind me, who was waiting as long as me, was disabled and leaning on a stick the whole time she was waiting. They didn't even offer her a chair! Strikes me all Orange are interested in is flogging phones to new customers and have zero interest in supporting the customers they already have.
written by Jyollem on 30/01/2010
The shop misrepresented the product claiming features it did not have. They have since failed to accept fault and been extremely evasive. I would not recommend buying a Phone from a Orange shop. Buy it over the phone or online, you have much greater protection. I have complained to company Orange, they are very sympathetic but it seems the shops act independently in selling contracts. Sadly the advise is do not buy from a shop.
written by on 27/10/2009
I THINK THAT EVERYONE ON VIRGIN,TMOBILE,ASDA,TESCO,3 AND ALL THE OTHER NETWORKS YOU SHOULD GO ON ORANGE ITS GRATE :)
written by on 17/07/2009
For new customers Orange is great but for existing customers like me orange network is poor. I recently enquired about the samsung 8910i (exclusive to orange) For new customers for £40 a month the phone would be free. But for me an orange customer for 4 years i would have to pay £230 for the phone. Easy enough to get hold of customer service, however arrogant they are. Orange couldnt offer me any special deals for my loyalty to their network. I have recently went to vodaphone regarding a different phone and they were extremely helpful.
written by bendebt on 25/02/2008
Orange is a great company for phones and have an amazing shop with amazing staff and a shop layout. Orange are helpful but the slight problem is they take time to type things into a database due to the legal purposes, it takes a long time but has to be done. Orange is a good company and is great to buy phones from !
written by Moushka D on 19/10/2006
The Orange Shop's layout is not bad and they have a helpful staff. They are not as hard sell as Carphone Warehouse and at least Orange workers know their stuff unlike CW!
written by JamesCanter on 01/02/2005
I have been with Orange for around 3 years and they area good company if you can't be bothered to shop around for the best deal and you consider one mobile company to be just as good or just as bad as another.
Their customer service is a bit on the ropey side, I have had to make a few complaints over the years and most of the time I get usual (unhelpful) corporate dribble from who ever I'm speaking to on the phone. I think you have to look at it from their point of view (as with any other mobile phone company) - There are millions of mobile phones in circulation in the UK today, split that between 5 providers and your still looking at one hell of a profit.... why should they make the effort? In my experiance, they're only REALLY helpful when they're trying to sell you a new contract.
written by MrRee on 24/12/2004
My daughter bought a Motorola V500 phone from The Orange Shop and she was very pleased with it. She used it for texts and taking photos - it wasn't until it was about 5 months old that she received her first voice call (from me, her father!) - she couldn't hear me so put me on speakerphone!
She took it back to The Orange Shop who showed very little interest in her or the fault she had, they confirmed a fault and said she would have to pay £30 to get it fixed!!
This seemed illegal so I visited the shop - the price dropped to £7:99 as postage to send the phone to Motorola ............ taking legal advice I find out that my contract is with the shop (if they want to send it off for repair then that's their choice - I shouldn't have to pay a penny!)
Anyway, terrible After Sales Service!! Always ask about the Warranty Policies of the shop you are contemplating dealing with - they might not be acceptable to you ............. like the ones The Orange Shop Operate (very underhand and possibly illegal!)
written by mtbab on 23/12/2004
ORANGE SHOPS IN BIRMINGHAM. they are pretty decent. Decent customer service band the shop assisants are not in your face.
written by DJ Vee. on 05/02/2002
It was an ok service, I think
Written on: 29/07/2003
The Orange Shop policy is to register all new pay as you go handsets, if you wish to put your old sim in, thats up to you.
Written on: 01/08/2005
THIS IS A GENERAL COVERING WITH REGARDS TO ORANGE I HAVE BEEN WITH THEM FOR 7 YEARS AND THERE STAFF AND CUSTOMER SERVICE IS ALWAYS TO THE HIGHEST OF STANDARDS. ORANGE I WOULD HAVE TO SAY IS THEE BEST NETWORK BECUASE ON CONTRACT IT GIVES CUSTOMERS FREE 0800 NUMBERS, IF YOU HAVE ORANGE CARE YOU GET A NEW PHONE WITHIN 24 HRS IF YOUR PHONE IS FAULTY. AS LONG AS YOU CALL CUSTOMER SERVICES BEFORE 2PM ON THE SAME DAY. I AM VERY VERY PLEASED WITH ORANGE AND WOULD NEVER CHANGE TO ANY OTHER NETWORK NOW THAT I HAVE BEEN ON O2 AND VODAFONE T-MOBILE 3 AND VIRGIN ARE NOT WORTH TALKING ABOUT. ALSO I HAVE WORKED IN THE MOBILE PHONE INDUSTRY SO I KNOW WHATS BEST AND WHATS NOT BY PERSONAL AND BUSINESS EXPERIENCE.
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Pinkball's Comment
Written on: 19/08/2013
Their service is terrible, they just charge money no reason . Don't use orange , it's rubbish .i went to the orange shop to sort out my service plan, my 24 months contract finish and I will transfer to pay monthly, I already paid 24months , I gave them notice 2 months before contract finish. They still charge me for extra months, and customer service in the orange shop , I was told by different stories and different things. It's awful!!!!!!