I purchased a phone from OnePlus online (I have bought their phones each year since 2016). Within 2 days the phone started to glitch and would not open app's/camera etc. I called them to ask to have it repaired. They explained to me that there was a faulty batch and the best they could offer would be either a refund or a replacement (which would take 10 days) so I opted for the refund. I sent it back to them recorded delivery and received an email from them on 9 Nov telling me my refund would be sent in 5-6 working days. I waited 8 working days to then contact and ask about the refund, I was passed to numerous departments and was eventually told on 25 Nov that my refund request was being escalated and to wait another 5 working days. They then asked me for photos of the phone when I posted it. I explained that I cannot go back in time to take said pictures but can provide a Post office receipt and the original email telling me that all was in order. Since then I have called and emailed on numerous occasions and have been told my refund would be with me no later than 1 Dec. I called today to make them aware that I STILL have not gotten the refund and that this has now been one whole month that they have had my money. I was told that they would leave a 'personal note' on my file for someone to get back to me. I am genuinely at the end of my tether. It is £599, That's 3 months worth of energy bills that I just cannot afford to be without. Absolutely appalled by their customer service and will NEVER purchase from them again.As soon as I get to the 8 week mandatory timeline to complain to Ofcom, I will be filing a report with them!
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