O2 Store

I recently visited the O2 Store in Wakefield to review my accounts and exchange a watch I wasn’t completely happy with. From the moment I walked in, I was greeted with a warm welcome by Rochelle, who was incredibly pleasant and eager to help. Despite the store being a little short-staffed and busy at the time, Rochelle made sure I felt acknowledged and informed me of a short wait, which was no issue as I had other errands to run. When I returned, I was assisted by Zafar, who was just as brilliant. He took the time to sit down with me, listen to my concerns, and carefully go through my account and the situation with the watch. Although we couldn’t process the return due to system issues, Zafar remained calm, professional, and extremely helpful throughout the entire process. Both Rochelle and Zafar went above and beyond to provide top-notch customer service. Their patience, knowledge, and friendly approach made the entire experience a positive one. I’ll definitely be returning to the Wakefield store in the future and would highly recommend it to anyone needing assistance with their O2 services. Thank you both for your outstanding service!

The staff at the 02 shop in Wakefield have assisted me on the recent times I've gone in with problems with my phone. They have been patient, kind and extremely helpful and have fully explained everything in detail. I would not have been able to sort the issues out without them. I would also like to give a special mention to Alexandra. She is a lovely lady and kind beyond words. Well done 👏.

Went to the store on Friday and was greeted by a store manager. I tried to explain the reason for my visit and he was more interested in palming off to come back later when one of his staff would be available. What made it worse is that he didn’t speak particularly good English. I’m still with my issue which I will try and work through myself, might as well have self service if that is the standard of ‘manager’ your employing, then this will be my last contract with O2. And before any says “oh he doesn’t like foreigners in managing jobs”, I live in the UK, I use a UK service provider, so would expect a level of service associated to this.

From the moment that I walked in I felt that the young man, Zafar, couldn't be bothered. He leaned on the display and could barely answer the questions I asked about the difference between 14 pro and 16e - he had a brief discussion about how the screen didn't catch up. He asked if I wanted one of the other phones but I told him the colours were too girly and that I'd rather keep my dark grape coloured one. I told him that I'd need to find out what data I used and could we go over it because I was considering upgrading. He stood there and told me to look at my phone. I finally asked him if we could go sit down at a desk to do this - there was a free desk because the other salesman was sitting there helping a lady with 2 kids, one of which was very happily playing on a game on one of the fixed devices on the display. We first started talking about why all items are locked down to stop theft and he even told me that they'd had money taken the week before. I asked if they got it back and he said that they did. We then got talking about usage and he looked at the wrong bit, then I showed him how little data I actually used. Then I asked him why my bill varied and he told me that I'd been sending picture messages - I told him that this wasn't possible - I send picture messages to iPhone users and anyone else via WhatsApp. He kept telling me that it was my fault. I repeated that it wasn't and asked if he could get a manager. He told me not to shout at him. I told him I wasn't shouting (students that know me know the difference) - my voice gets very monotone when I am being disrespected. I kept asking for the manager and he told me that they would only throw me out if they came out. I asked again, and again. Finally he went into the back, came back with the manager after a side-bar conversation and all she could say was that she was surprised that he had been like this because he wasn't normally. I started to explain what had happened, Zafar, standing over me, interrupted me and called me a liar, saying that this didn't happen. He said that the other salesman would verify everything that had happened (whilst serving another customer!). Let me be clear here - this event happened on Tuesday, 19th August at approximately 3.30pm - you see I have a blessing/curse - my conversational and situational recall is astounding! It developed over 30+ years of teaching. I am writing the review on Thursday, 4th September at approximately 12.30pm. Over 2 weeks later. I bet he can't even remember what he had for breakfast! The manager didn't address this rudeness at all. I got up and was in tears at being treated so badly by a company that I had been loyal to for years. The manager didn't come after me to see if I was okay. AVOID AT ALL COST - ZERO MANNERS + ZERO CUSTOMER SERVICE.

Fab service, I had an issue with my SIM and they were very knowledgeable and quick to help