O2 Shop Cirencester in Cirencester | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

Yet another poor review for O2 Cirencester..

First, I tried to come into the shop at 10:20am from the back entrance of Bishops Walk which was locked up from the O2 side.
The rear doors that I was standing at were locked and Daniel, the manager there would inexplicably not unlock the shop doors and let me enter and had me walk walk around the block to enter from the other door. Fine, no worries; seemed pointless and a bit pedantic but ok, I could deal with that.

Then I did enter through the front door and was greeted with Chloe with a big smile. So far, so good.

I informed Chloe that I was after a device upgrade as part of the upgrade service I was paying for monthly. First time doing this so I was looking forward to it. I had to hand my old phone in in good/great condition and they would upgrade me. Great.

She handed the phone over to Daniel, the chap who refused to open the door for me, just to be sure. I knew this was all about to go sideways when I saw his expression.

He took a needlessly long and forensic approach to the ‘inspection’ of the device and after a good while, informed me that this was “not in acceptable condition” for the upgrade program..

At this point I blew my lid. I had driven for 25 minutes to this shop with a phone in perfect condition (photos attached) only to be locked out and screwed around by a pedantic man with absolutely zero commitment to customer service.

He seemed to relish in his ability and power to reject the request after I looked a bit annoyed at being told to walk around the block when he was one foot in front of me behind a door that he could have unlocked in a second.

Such a bad experience- all the way through..

What annoys me is that O2 has a great program in place, one that we pay for monthly, and despite the terms being met perfectly, one employee has the power to make the entire company look terrible, to make a customer feel robbed, slighted, and enormously frustrated- all the same time.

I just can’t believe that an employee that has this personality and clearly puts whatever personal issues he has ahead of company policy is allowed to work there.

Have a look at the pictures of the phone that was rejected due to ‘excessive scratches’ and did not qualify for the upgrade program. He said the device wasn’t “flawless”, I said on the O2 website it said ‘good nick’. I think the phone was in more than good nick and pretty darn close to flawless.. Judge it for yourself.

The long and short of it is, he was clearly being excessively pedantic, unfriendly, and unhelpful. If employees like this are allowed to work there and have their own miserable personalities rise above a company’s policies when dealing with customers, they will go elsewhere.

Do yourself a favour and drive to Cheltenham; that is, unless you think it’s worth a few minutes less drive to have an O2 experience that leaves you angry, frustrated or just plain disappointed for the rest of the day.

Reading by the other reviews, it seems I’m hardly alone here..

I really hope the branch owner cares enough about the reputation of his business and both reads and does something about it and turn things around here. If things don’t improve in this shop soon, O2 needs to ask itself if this is the sort of reputation that its willing to let its retail shops develop for them.

UPDATE: I went the next day to O2 in Cheltenham and completed the switch-up instantly and without any issue. A flawless customer experience.

We went into this store to purchase a new phone and dealt with Chloe who was very helpful, great customer service from her. The next morning we found we could not use the phone as it was asking for a code we had not set up. We returned to the shop to see Chloe and she tried everything to get it working but nothing would reset it. She asked another member of staff to help but he was busy with another customer. Next she phoned someone called Rob who was no help whatsoever asking her to try things she had told him she already tried. Next she brought her manager Lauren over who said she was too busy to help and to try everything she had already tried. When we said none of that worked and we would like a refund she rolled her eyes at us and said we couldn’t have one. Chloe apologised for her manager’s attitude but it shouldn’t have been Chloe apologising. After 5 hours in the store the other member of staff, Charlie came to help and between them eventually resolved the problem. Chloe and Charlie, a huge thank you from us for your help, Lauren should not be a manager as she has no service skills whatsoever and Rob was also useless.

We had a similar experience as well. Seems like a pattern here.

Early yesterday morning, we attempted to buy a new mobile phone at the O2 shop in Cirencester, but the shop manager was too busy to assist us. She had other things to do. It wasn’t that she was busy, but the way that she behaved that bothered me. She was a total jerk to the customer and appeared to be totally uninterested in helping us. When I informed her that I was not happy, she snapped, ‘Go away, I can’t handle situations like this right now.’ I have noticed other comments about her similar to mine. I think that Ellie, the lady in question, should be fired. As long as she is working there, I will not return to this store.