Three UK Reviews 

Had a really great experience in Three thanks to Bea! She was really friendly, helpful and took the time to help me find the right information and explain everything clearly. Nothing was too much trouble and she made the whole process really easy. Thanks again Bea! 😊

bought an iPhone 15 and Three airtime together in November 2023. From my perspective, this was one overall purchase, but the payments were handled through separate Direct Debits. I continued paying my airtime every month and genuinely believed my payments were being dealt with correctly. I never intended to avoid paying for my phone.

I later discovered that the separate device finance payments had not been successfully collected. When I tried to resolve the issue through the My3 app, I could not set up the device-finance Direct Debit there. Three later confirmed that I needed to call 333 to arrange it.

I feel Three failed to make the separate payment arrangements sufficiently clear and easy to manage. I was paying for my airtime while the phone payments were failing, and I did not understand what was happening until the situation had escalated to debt collection.

The matter has had serious consequences for me, including a £735 default on my credit file. I have disputed the circumstances and my complaint is currently awaiting a final decision from the Financial Ombudsman Service.

I am not denying that I entered into a phone finance agreement. My point is that I intended to pay for the phone and believe clearer communication and a more straightforward way to manage both payments could have helped prevent this situation.

This has caused me considerable stress and inconvenience. I hope Three takes these concerns seriously and improves how it explains and manages device-finance payments for customers.

They refused to accept my return, saying I had to take it back to the shop where I originally bought it, which turned out to be incorrect. The shop I bought it from confirmed that I could return it to any Three store.

Unfortunately, I felt that the staff were not particularly willing to help. They immediately directed me back to the original shop.

A senior customer service staff member at the original shop later confirmed that they should have accepted the return regardless of which Three store I visited.

Overall, it was a disappointing experience, mainly because I was given incorrect information and had to make an unnecessary trip to another store. I hope the team can improve their customer service and provide more accurate information in the future.

I went to three store in West Quay to upgrade my phone contract.
Mr Antony serve me and I can't thank him enough for his brilliant customer service as he went out his way to help me, I've been a three customer for over 20 years, I am very happy with the service.

very helpful staff and showed me everything. was very impressed with the lady. Who served me 10 out off 10

was welcomed in to shop and sat down almost instantly, was sat with the wonderful kaylyn who helped and answered any questions i asked.

Great meeting, the staff member was really great at talking. Offering discounts and packages for student specially. It was a great meeting. Customer service and everything was on time and fast.

I Would recommend the Clapham branch, Kerel was very friendly, professional, very helpful. Managed to sort out our problem very swiftly. Definitely will go back !

The staff are so helpful he gave me different options and he explained to me properly and slowly to understand. I’m so happy for his service
His name is Xavier.

Excellent service. Patient sales person, very professionable from start to finish.

My experience was good,great customer service from Keith.

Emilia is a first class ambassador for Three. She’s really attentive and offered us the best advice in changing plans. She explained everything well and gave us notes to take away in case we had any further questions. We’ve never experienced any problems at Three in Rushden Lakes and we hope that continues to be the case!

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Michael provided excellent customer service. He was very friendly, helpful, and professional throughout the process. He explained everything clearly and made sure I was satisfied with the service. Thank you, Michael, for your great support. Highly recommended!

We had an amazing experience with Abraham. Super humoristic and gave amazing support and solved our issues

I was helped by Gabriella in the Camden branch and she was very polite, professional and supportive in ensuring that my old phone had all my personal logins wiped so I can send it to Three to trade in. Great customer service

Im not really a big 'reviewer' but I just had the most pleasent, helpful, 'on the ball' service from Sophie in the Castlecourt store.

I had budgetted 30/45minutes of stress trying to explain the issue and didn't even know if it could be resolved.

(I've been a 3 customer for at least 10yrs - mostly pay as you go but have a contract phone now)

Pay as you go SIM had broke (along with phone) and I just ended up with a new number when i got a new 3 contract.

I figured all the phones 2024 holiday pics, videos and notes id accrued on the device were lost.

But the I discovered that Xiamoi had cloud storage - however I needed my old number back to access them.

Sophie understood the assignment better than me!

Im sure there wasnt any commission involved - but I felt i couldnt have recieved more pleasent help - and after showing my ID, yada yada Sophie had solved my problem and even though i was stressed (i had prematurely announced I had recovered the pics - if i couldnt reactivate a payg 3 SIM, egg and my face would be in alingment!)

Thanks Sophie! You made me laugh I was really quite stressing and sorted out the new SIM like a legend!

I may not have bought a new phone today, but i see no reason to leave 3 in the next 10 odd years!

Maybe 3 should have their own cloud storage? That would be handy (Sophie's idea! :p )

3 please remember people like to talk to people not chatbots! And Sophie is good peoples!

Be careful when taking out threes mobile insurance policy.

Policy is administered by Squaretrade who seem to be masters in avoiding claims and punishing loyal customers. *Avoid there insurance at all costs.*

I am writing this to warn anyone considering Three Insurance or SquareTrade to run in the other direction.

I am a Private Hire driver. My phone is my livelihood - it’s my navigation, my meter, and my connection to my family. When I lost it while working, I was devastated. I thought I had insurance to protect me. Instead, I got a bureaucratic nightmare designed to break my spirit.

SquareTrade’s strategy is clearly to make the claims process so exhausting and intrusive that you simply give up. Despite paying my premiums faithfully, they are now demanding I "prove" I was driving on the day of the loss. It feels less like an insurance claim and more like an interrogation. They are looking for any microscopic loophole to reject the claim and keep their pockets lined.

And the kicker? While I was going through the trauma of losing my device and fighting to get a replacement, they happily continued to direct debit my account. So I was paying to insure a phone I no longer had. That isn't just bad service; that is corporate greed at its finest.

Do not trust them with your peace of mind. If you are a Three customer, demand better. SquareTrade is not here to help you; they are here to find reasons not to pay you.

Maddiey at the St Austell branch went above and beyond to help me with my new phone. Patiently, she showed me the features and helped to transfer my data across. She is a real asset to the company and I'm very grateful.

Thank Anna for helping me upgrade my phone and do all the set up thank you

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I had a great experience at Three (3) when renewing my contract, thanks to Joel! He was extremely helpful, professional, and patient. He explained every detail clearly, answered all my questions, and made the whole process smooth and hassle-free. His excellent customer service and friendly attitude really stood out. Joel is truly an asset to the team, and I really appreciate the support he provided. Thank you, Joel, for such a wonderful experience! Highly recommended! 👏😊