Three

Reviews

• AK

  Alexandra Kryvtsova

  Aug 11, 2026
  1.0
  The worst company and people who misleading you constantly
• PM

  Paulova Mesias

  Jul 27, 2026
  5.0
  Hay personal de habla hispana eso me ayudo mucho muy amables.
• YA

  yousef alkroud

  Jul 22, 2026
  5.0
  Thank you abraham
• NP

  Natalia Pearson

  Jun 29, 2026
  1.0
  Update 2: after hours on phone, they dropped call just before finalising new contract Update 1: yesterday on online chat, promised to change the price of the plan. Then they disconnected the chat. Today, I got a phone back from an agent who told me that he can see they made this promise to me but it was incorrect. This is definitely an Ofcom complaint territory - Three made an offer in writing, which constitutes a contractual promised. You can't go back and tell me that you gave me incorrect information, so there is no offer. You now have to honour it. My visit to this store was at the end of a 10-day ‘journey’ to get a replacement after my phone got stolen. I contacted Three via their web chat almost immediately to request them to block my SIM card and send me a replacement e-sim. They told me they can only send a physical sim in cases of theft for added security (this was not the case 2 years ago). Fine, the agent promised that I will receive my sim within 48h through their partnership with Amazon prime. Around 85h later, I went into the Holborn store to see if they can get me a sim on the spot. Something was wrong with their system and they couldn’t scan my passport … I went home and chatted with the online agent who told me that the original sim order got stuck or something. He promised to have fixed it and ordered a replacement sim. First delivery attempt for the second sim took place more than 4 days later after I was promised it will be with me within 48h for the second time. Amazon claimed nobody was in to receive the sim. I live in a portered building so I am not convinced. Anyway, I had to cancel all my Sunday plans to stay put and wait for another delivery attempt from Amazon. After extending the delivery window 3 times on the day, Amazon finally delivered me a sim that did NOT work. Over 2 hours of the most pointless chat with Three agents, who tried to convince me that my temporary phone was locked by another network (it wasn’t and in any case was originally purchased through Three), they finally admitted that the sim was locked and the functionality to activate it did not appear on their end. This brings me to today when I had to take time off work to go to the Oxford store. To be fair, staff at this store were actually able to get me a working SIM card in a smooth and efficient manner (this time no issues with the same passport…), despite being short-staffed and having a queue of customers before me. I asked if I could upgrade to a contract with a device. They were able to sort me out but for whatever reason the sim component of my payment went up from £18 per month to £29. That’s in addition to the separate handset component. The helpful agent in store told me that this was out of his hands and he could not do anything to change the price. As I quite literally couldn’t stand being without a phone and needed to head to work before 12:00 (already, having taken the morning off at my own expense). At work, I opened the Three online chat in the background of my computer to check why my sim price has increased by over £11.00 per month and to ask them whether they can match it to my previous contract. They spent over 1h writing to me in the background to say that they can’t do anything and I should have asked for a discount in store – by a process of elimination, either the store agent or the customer support are lying. Then the chat randomly dropped out. Clearly, Three is a Dickensian company that is only concerned with getting as much money as possible but unable to maintain their end of the contract by providing their customers with a working sim… getting robbed on the street is traumatic enough, Three thought they should add to the stress & grab even more money from me. And, I’ve had the same number with them since I was a teen. Lesson learnt: loyalty means nothing I have held off writing a negative review all this time, hoping that Three will get their act together and sort it all out. I now realise that my only option is to write reviews and complain to Ofcom, which I will be doing next.
• SS

  Sahel Saadatpour

  Jun 24, 2026
  1.0
  I visited this Three store last week to order a new phone. Unfortunately, the staff entered my contact details incorrectly, including my phone number and email address. As a result, the delivery company was unable to contact me, and the phone I ordered never reached me. When I returned to the store today and politely asked them to check the system and find out why my order had not been delivered, I was shocked by the attitude and behaviour of the staff. Instead of helping, I was met with rude and dismissive responses such as, “It’s not our problem,” “We’re too busy for this,” and “Someone else dealt with your order last week, so it has nothing to do with us.” I have lived in the UK for 20 years and have never experienced such unprofessional, disrespectful, and discourteous customer service from retail staff. The mistake was made by the store, yet nobody was willing to take responsibility or even make a basic effort to assist. Based on my experience, I would strongly advise customers to double-check everything and not simply rely on the information entered by the staff. This was one of the worst customer service experiences I have ever had.

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