I ordered and paid for a OnePlus 9 Pro from OnePlus UK website. When phone was delivered and unpacked, I started it up and the software updated and as a result WIFI and 4G calling stopped working (worked before update) I was also unsure of the quality of the phone given the price of £829.00 so, I decided to send it back within 14 days cooling off period, got authorisation, obtained label for Post Office, sent it back in the same big box that they sent it in.It was tracked and delivered on Monday 12/4/21, I contacted them via LiveChat on Tuesday and promised a refund. "Thank you. Upon checking with the return request number I request you to wait for 2-3 business days for the amount to be reflected in your bank account"as of 16/4/21 there was no refund so I checked my One Plus account and it said the phone was awaiting inspection. On to live chat again, copied in chat from Tuesday only to be told I won't have a refund until 6 days after the phone has been inspected! This is not what I was told and given the phone was returned on Monday and this is Friday, they have had ample time to "Inspect the phone"I pointed this out but, made no difference, escalated to a supervisor and no difference. All they can say is keep waiting! Meantime I am £829.00 out of pocket and they have lied to me.I have raised it with the credit card company and hopefully they will get the money back from One Plus but, in the meantime, I can't replace my damaged OnePlus 6T as I am awaiting a refund before I can buy another phone and One Plus are determined to drag their heels before refunding!Very poor experience and phones are far from Flagship challengers but, as I need dual sim, my options are limited hence I looked at OnePlus. Never again!17/4/21OnePlus, thanks for the reply, I won't be contacting the support team, I have already spoken to them via live chat and been lied to.I have raised the issue with my credit card company and I have left it with them.20/4/21 update.Given that it is going to take the credit card company a while to investigate, I opted to email OnePlus as requested. It was a waste of time. Same old reply about timescales to refund after the phone has been inspected. Completely miss the point, it's over a week since the phone was returned and it has not been inspected so, how long does it take to inspect a brand new phone that was returned within 14 days? Also, they are saying upon inspection, if there is a fault with the phone I can have it repaired and returned! A immaculate condition phone and returned in same condition as received! Sorry, but, this company is either incompetent or rip off merchants.27/4/21 Well, refund arrived eventually after them continuing to say it would be refunded when the phone was received at the service centre and me continually saying the service centre had it! Only took them two weeks to refund! To be fair, I think the issues are with their 3rd party supplier (service centre) but, still gives a bad impression of OnePlus.
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