Wow! unbelievably bad experience! I ordered an item last year on 18th December indicated as "in stock" and paid for 3 day delivery. The item didnt arrive. I tried to cancel but the site said I could not cancel online as it was a "special order item" (but it was in stock?) so I emailed asking to cancel. The order arrived 4 MONTHS later! Now they wont accept a return as its a "business to business" transaction even though I didnt buy as a business! I WOULD AVOID!!! This is ridiculous! How can anyone (business or personal) be happy with an item delivered 4 months later with NO COMMUNICATION from them whatsoever and now.. they have eventually said I can return if I pay the postage, take the risk on damage and pay a 20% "restocking fee". THIS IS A RISKY COMPANY TO BUY FROM. Cusotmer service is arrogant and unhelpful .... if they reply at all!

I entered in to an agreement for line rental, broadband and a call package. One week from order I still have not received confirmation in writing for the order and therefore cancelled the order. I am being told I can not cancel this order yet at the start was told I had 14 days to cancel if I changed my mind. I also ordered an i phone on a two year contract, this I also had to push for the contract to find when it came it was £5 a month dearer than quoted. Prior to order I was told the contract could be cancelled within 14 days as long as the i phone had not been opened. Request for cancellation of the contract was made before it was despatched, yet the phone was still sent. It now remains unopened in its packaging as delivered and I am still told I cant cancel. Clear questions were asked before order, answers fulfilled my requirements but the contract did not

I have dealt with BT for quite a few years. It went from purchasing every day or so to only when I could not get something elsewhere. I will not even be doing that anymore. I have had some great account managers in the past and they were the reason I kept going back. The current account manager is OK but he is working against a rising tide of inefficiency and poor back room support. It seems now every time I place an order I am told it is in stock but only find out they can't get hold of the item and that is only when I call to chase. They are not proactive about this. Also, when you are due a refund, even because of their mistakes, don't expect to get your money back without constant chasing. If you like disappointment in your life then go ahead but if you are trying to get something done, give them a wide berth.

Were are the zero stars. Been a bt customer for over 2 years. Firstly they falsely sell you contracts with services you dont get in your area. The app it keeps cutting out for no reason. When you contact them the staff bully and harass you over the phone or chat. You say you want to deal with management and theirs never anyone there. You upgrade and they send people round without you knowing cause issues which stop your broadband working and your not able to get on line and want you to pay £129 for a visit you shouldnt need. They dont bother dealing with complaints they ignore them. They bully you and always give you a different story when you speak to a different member of staff. So far they have breached the consumer act, in breach of contract, bullying, harassment, so not a company to get involved with. Still waiting for my call from the ceo.

It simply doesn't work for long. Every now and again it breaks down and you end up with a depressing chat with one of their experts talking you through turning stuff off and unplugging cables etc. Thought BT would be reliable, turned out they really aren't.

Ordered a laptop and then a few weeks later a PC from BT Business direct. They should not have a next delivery service option because they do not deliver the next day. 5 days later....Still no PC in sight and they have taken £600 for my account. Any complaint is dealt with by the Bolton wonders who take the customer is always wrong approach, we must find some way to blame the customer, computer says no, you cant do this, you cant do that, you cant have a refund, its all your fault bla bla bla. They also promise to action stuff that they do not actually do. They use a range of couriers and do not seem to have clue what any of them are doing. DO NOT USE BT BUSINESS DIRECT, it is based on the same model as the BT phoneline installation thing, basically everyone can wait there sweet time, must be a hangover in culture from the days when they were a monopolgy.

We have BT Featureline Phones and I went to BT Business Direct to buy some headsets to use with them. Having searched the website and selected some headsets (I looked closely to see if there were any details on telephones they would not work with), I duly ordered them. They have the wrong connectors, so I called BT on the day they were delivered to arrange exchanging them for the correct headsets. At first they told me I have no right to return the goods at all. Then they changed their minds and said I would have to pay a re-stock fee, totally £39 + VAT just to be allowed to send them back! I believe that as a distance purchaser, I have a right to return goods, unopened within 7 days for a full refund. Not if you buy from BT! I have now written three strong emails to their complaints department and requested a call back - to no avail. They constantly quote their T&C's (when was the last time anybody reads those in full before making an online purchase?!) where it states this re-stock fee. It is wholly unfair to punish me for clicking on the wrong headsets when it is not clear on the website which telephones they work with and that I will have these charges to pay if I make a mistake. I don't normally complain but I feel like I am being bullied and I don't like it.

No confirmation email after buying even though the order process said you would get one. On checking website later only one of two items had details of how it was shipped (Post office but tracking number did not work). Second item (laptop - most important) just stated it had dispatched (no date or other info). After 5 days phoned to check. Was told status was unknown but I would be told that day. No email that day. Following day email told item was out of stock (it was stated as in stock when I ordered), had been end of line, could not complete order and money would be returned. So one week later and no laptop. Still waiting for funds to be replaced - as always fund disappear immediately but will be returned in 2-5 days....maybe.....

"DABS" used to be wonderful - often used to order at 20:00 and get it 12 hours later, without even paying extra for next day service. Since the BT takeover it has just got worse and worse.....both of my last 2 orders were placed mid-day for "next day delivery", but were not even despatched on the day the order was received - so no chance of next day receipt. moreover, I then got lies on the phone (initially told it was with the courier), and that was after waiting 30 minutes on the phone. Shame - as I used to LOVE their service - but I will NOT be using them ever again. yet another example of a big company buying a small one, and then slowly destroying the value of what they bought.

A good service all except the returns and refund process, which is longwinded and tortuous. Things you can expect from the returns process:
1. Perhaps 5 nice identical conversations with the lovely ladies in Bolton
2. Repeated failures of the courier to turn up (Home Delivery Network)
3. A minumum of 20 minutes on hold for each contact with BT Business Direct
Although the customer service team is great, their system is completely broken.

I placed an order on the 3rd of March 2011 over the telephone and was re-assured that my order would arrive on the 4th of March. However my goods did not arrive, after being on the phone for over an hour waiting to talk to someone I could not get a reply. I emailed the customer services team and eventually got a reply back 2 days later saying they had been upgrading the system and unfortunately were not able to dispatch the next working day. Ok I can just about live with an order 6 days late, when unpacking the goods, none of these were what we ordered. Another 40 minutes on the phone with no one who answered, so email in again for a return of the goods. Eventually after several emails we returned the goods on the 15th of March. Since the 15th, we have still been waiting for a refund. We've sent 6 emails (given up with phoning as we don't believe anyone will answer).

I've had the following email below twice now, one on the 22nd of March and the next one on the 31st of March.

"Please accept my apologies that your order has not yet been booked back into our returns department.
At the weekend, we implemented a new back order system that has replaced the in house system we have used for many years. As a result of this, we had to cease certain processes prior to the system cutting over.
One of these processes was the returns booking in process.
The returns team are now focusing their effort on completing the outstanding returns and refunding or replacing all items that require it.

The aim is to have all this completed by the end of the week, and then we will issue you your refund.

I am very sorry for any inconvenience and do thank you for your patience whilst we complete the final stages of this importance system work. "

It is now the 6th of April and I'm still waiting for a refund. I believe I'm going to have to go through my bank to get the funds back. This is appalling service, please avoid at all costs. It might be fine if they get your order correct and out on time but believe me if its wrong then you're not going to get your money back!

I ordered a smart board for my school and only when it arrived did I realise it was the wrong size. I rang the customer service to arrange to swop it for a larger one and obviously pay the difference and was met with a brick wall who refused to take it back as it is not in their terms and conditions. The board is exactly as it arrived except the tape has been removed from the box and apparently this means it is no longer new.
I have never come across this attitude in educational suppliers before and would advise all other establishments to avoid using them if they require any decent after sales or customer service.

No complaints, i've just really started to use BT business direct and it's great. Goods arrived on time as did the invoice in my email box which was handy.

Best thing that you really can't put a price on : You get to deal with someone who isn't like a programmed robot and is a pleasure to talk with. I've decided to switch from my current two IT suppliers to this as i don't think anyone else can come close to the service level.

So my favortie thing is the person i get to speak to and do business with.

A++

I've been trading with BT business direct for the last 9 years and the service and support they provide has gone from strength to strength. The staff are very helpful and knowledgeable and any help / advice I've needed they've been more than happy to assist me with. I wouldn't hesitate recommending BT business to other traders