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Three Mobile Impossible to Cancel!

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About two weeks ago, I ordered a new contract and phone from Three Mobile.  After getting conflicting information and discovering that the customer service for Three is situated in India and spending about three hours to-and-fro-ing via live chat. I was told to refuse the delivery of the phone from the DPD courier. Well, as they frequently do, DPD tried to deliver to the wrong address. I informed Three of this and they just could not get that the address is different.
Is there a UK address I can email to cancel my order and get a refund sorted please?

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  • J_B
    J_B Posts: 6,493 Forumite
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    Have you tried 'live chat' on their website?
    I always found them good
  • cx6
    cx6 Posts: 1,176 Forumite
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    edited 29 November 2021 at 4:54PM
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    Their customer service is generally pretty good. Call 333 from a Three mobile or 0333 300 3333 from elsewhere and I am sure they will help you.

    I assume you have signed up for eg a 24 month contract. What do the T&C say about cancellation? I think it is normally 14 days but not sure.
  • Cullers
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    Yes...I've talked to their customer service several times via live chat... I found them useless. They have as yet, not even delivered a phone nor number so my cancellation is before I have even used their service.
  • Cisco001
    Cisco001 Posts: 4,031 Forumite
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    Is the wrong address only reason for your cancellation?

    Could you ask DPD deliver to alternative address?
  • Cullers
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    It was several reasons. I dislike customer service when it is hosted in foreign countries for English companies.  As a former HR director who set up several call centres, I know the only reason it is done is cheap labour.  Additionally, the phone was promised in 24 hours ("next day delivery"). Two days later, I was sent an email informing me that it would be delivered within two weeks. I contacted Three via live chat two days later and complained about the delay in sending the phone. Even then they could not tell me when it would be delivered. The attitude of the customer service person I spoke to was unhelpful. After he couldn't give me any idea of when it would be delivered, I said I wanted to complain. I was put through to a customer complaints representative who said they guaranteed an "update" in 48 hrs. I heard nothing at the 48hr mark and so went on the live chat again and asked to cancel my order. They were again unhelpful and wouldn't cancel my order. I was told to refuse the delivery when it arrived.
  • Sammy213
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    I ordered a Three SIM contract at about £9 something. Good price for my package, however the customer service has been very slow and when the lady on the other line (she was situated in India), couldn't get the resolution she just asked for her manager to give me a call back.

    Not a good experience so far. Good luck in yours.
  • jon81uk
    jon81uk Posts: 3,790 Forumite
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    Sammy213 said:
    I ordered a Three SIM contract at about £9 something. Good price for my package, however the customer service has been very slow and when the lady on the other line (she was situated in India), couldn't get the resolution she just asked for her manager to give me a call back.

    Not a good experience so far. Good luck in yours.
    This thread is five months old so I would hope whatever issue the OP was having with slow delivery of their package has been resolved by now.

    If you have a question then you should start a new thread.
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