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.

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.

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.

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.

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

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.

I THINK THAT EVERYONE ON VIRGIN,TMOBILE,ASDA,TESCO,3 AND ALL THE OTHER NETWORKS YOU SHOULD GO ON ORANGE ITS GRATE :)

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.