December 2023 by Paul King
Very good excellent customer service
August 2023 by Mark Smaller
The assistant who served us was extremely helpful
July 2023 by Josie Lovett
CHELMSFORD, Essex - High Street Store. LEANNE was an absolute star & a real pleasure to deal with. She is very knowledgeable, calm & friendly - keeping my faith in all that O2 do for me. I?m a 10 year customer & after seeing the poor service other family members have had when they chose EE instead - well, I know I?m with the best. Keep up the great work Team O2 ??????????
December 2022 by Michael Trueman
I have visited this store on multiple occasions. Not once have I felt like a valued customer and an advisor, Leanne, threw my SIM card away, misgendered me repeatedly, and lied to O2's Customer service phone line.On my first visit, I bought a PAYG SIM for £10. I returned to the store a couple of weeks later to sign up for a contract. When the adviser assisting me, Leanne, reached the title box, she asked: "Mrs or Miss?" I told her my title was Mr. She apologised and said she felt "really bad now" and that she should not have assumed.When I got my contract SIM card, Leanne offered to put the new contract SIM in my phone, which I agreed to. Just before I left, I realised that Leanne had removed the O2 PAYG SIM, which had been in that phone, but not given it to me or told me what she'd done with it. When I asked for it, I was told it had been thrown away. I insisted on having the SIM back, as it had credit on. Leanne and a colleague looked through a little bag of rubbish, which contained two SIM cards. After a discussion between them, I was handed one of the cards. Later that day, I discover the SIM I'd been given wasn't mine, it couldn't connect to the network and, in my phone settings, I saw it had a phone number attached to it which wasn't mine. I called O2 Chelmsford the next day and spoke to Wendy, who apologised and advised me to return to the shop when possible.I did return to the shop with the SIM card I'd been given and the receipt for the card Leanne threw away. I told an adviser about the error with the PAYG SIM and that I was there to get things sorted. That adviser told me to sit down and wait for Leanne to return from her break. When Leanne returned, she attempted to refund the PAYG SIM on her computer and sought assistance from her manager, Wendy. Wendy couldn't stay because she had an important meeting to get to. The computer wouldn't allow Leanne to refund the SIM, or to exchange it for a brand-new PAYG SIM (which she also tried). The only option left was to transfer the number of my PAYG SIM to a new SIM. Before doing this, she left me to register the real-life queue in a virtual queue. When she returned to me, Leanne called O2 Customer services, who hung up on her. She, an O2 adviser, said O2's customer service line was "rude" and "always like that". She rang them again. Whilst talking to her colleague on the phone, Leanne referred to me as "she" and "her" as well as "he" and "him". This suggests that she didn't feel that bad about misgendering me on my previous visit. She also told the person on the phone that I had lost the SIM, rather than telling the truth that she'd thrown it away. I eventually left the shop with a replacement for the SIM. The allowance for that number has to be used in 30 days, and I've lost 7 days use of it. The SIM won't be active for 24 hours, so I'm yet to see if it has the credit I have paid for on.As the manager was still in her meeting, I was unable to complain in store. I am extremely disappointed by the service I've received and am in a way out of pocket, as I lost the use of my £10 credit for a week. The PAYG SIM was for my mother, so she could test coverage as she was considering joining O2. After my experience, she has decided not to. The only reason this rating is two stars, not one, is that Leanne successfully set up a contract for me, and Wendy did apologise for the PAYG SIM being thrown away and for being unable to help on my visit to fix that.
October 2022 by Lisa Ducas
Poor. Needed to return an item bought online, customer services told me to go to my nearest branch. I live nowhere near one. On my one day a week in the office, I go to the Chelmsford branch, 6 members of staff there and the only person that does refunds is on his lunch, back in half hour. What a waste of time. I wonder whether O2 will extend the 14 day time limit for returning items because of Chelmsford's incompetence? Doubtful.
October 2022 by Chloe Stygall
Horrible staff trying to say I couldn't return my phone as it meant they would have to return it to the store via post, as other shops have to do with theirs.Only would allow me to return my phone (within the return period with all accessories, box and receipt) when I stated they needed to abide by the contract they as well as I had signed.Staff were rude from the moment I got in besides one gentleman who's shift was ending but still offered to help.Do not visit.
October 2022 by kriaucianka k
Alex in the shop very helpful and professional. Really helped me out. Thank you very much Alex!!! I will be back for that offer once I get paid!!!!
August 2022 by Judi Armstrong
Absolutely appalling service by manager at this store. Afford at all cost.The manager said 'This is something you should do. We have gone over and above.' I asked for them to put my sim card in and help me or at least show me how I can transfer some of my apps from my old mobile.He will not get salesman of the year in my opinion.
June 2022 by Peter Acteson-Rook
Pretty poor. Didn?t set up the transfer of numbers for me, (which I sat down with them and completed with a PAC code face to face) now left to travel with no text messaging for a period of time which is a major issue! I felt like I was an inconvenience in the store to be honest! Luckily the phone customer services did a better job. Why have a store if you can?t do the job properly?
June 2022 by Derek Harding
Very helpful. Many designs/ makes of phones to choose from. Tariffs to suit most pockets. Will transfer items from old phone to the new one.
June 2022 by Aaron Brooke-Naylor
Disgusting experience I had a fault in my phone service and was told it was because I?d likely missed my bill payment which couldn?t be further from the truth, the staff member then resorted to shrug off my issue. I then went to Westfield Stratford store who helped me within minutes, the latter I can?t praise enough.
May 2022 by Dave Hillier
I changed my mobile provider from Plusnet to O2. This was due only to the often poor network coverage of Plusnet. The shop in Chelmsford is in a prime spot on the High Street.I wanted a sim only deal as keeping my existing phone. The guy I saw in the shop was helpful, though I already had in mind what service I wanted. I did have to correct him once or twice on data he was entering. He seemed a little rushed even though the shop was quiet. The process took around 30 minutes.The switch seemed to have gone OK. I am editing for my old service to stop before fitting my new sim card.
April 2022 by Colin Hewett
Great service when buying a new phone but not so good when returning with a query.Despite two guys leaning on the counter chatting , once I explained my query I was told I had to go in a ?virtual queue? and it would be 45 minutes before they could deal with me. I left. They went back to leaning and chatting?.
April 2022 by lee Pingfrog
I was Coughed on for 4,5 hours to get a phone contract when then managers wouldn't do their job! Went in for an upgrade amazing deal,The management refused to come down from Their lunch break and help Lea key in the deal she did her best, but failed so I had to take a new contract, the managers finally showed themselves 10 mins before I left the showed no remorse and didn't care about the customer at all! After speaking to o2 headoffice I have been compensated and I hope their Ivestigated and staff trained my advice go online or call up o2 aboid the this place as the customer doesn't come first, arrived 9.50 left at 14.30hr not acceptable at all the manager had a kinda smirky face when I said this lok3.he didn't care! I lost my number that i wanted to take to pay as you go too, thanks Chelmsford you Need management training now! If I go in a gain I'll really complain till the staff are trained very disrespectful from managers
April 2022 by Ashid S Shajideen
The worst customer service I have ever received. To be honest They were been racist to me. I had a very bad experience over there. I WILL NEVER RECOMMEND ANYONE.
