O2 Shop Kings Lynn

I used to be a huge fan of O2 and the Kings Lynn store; that is until they decided that they were exempt from their own Terms and Conditions. I visited the store on Thursday 5th with the intention of pre-ordering the new Google Pixel 8 Pro - I'm on O2 Switch Up (the original Ts and Cs, not the revised Ts and Cs from 1st August) and my phone is immaculate. So it was a huge surprise to me when I was told by one of the employees that my phone was too heavily damaged to be considered for O2 Switch Up and that 'the Ts and Cs have changed'. When asked whether I had to be informed about the change, he simply said no, gave me my phone back and dismissed me. Presumably seeing my annoyance, he stopped me at the door and discretely told me 'You could try Wisbech, they're less bothered by the condition of phones but when we send them back they have our names against them and we've been told not to accept even surface level damage.'Well, I was immediately furious because if one store is willing to accept my 'heavily damaged phone' and put their name to it, why wasn't it consistent across all stores? I went home and looked up the Ts and Cs for O2 Switch Up - it gives a very handy 'Good Condition' guide with photos of an acceptable phone. The acceptable phone included heavy scratching across the front; clearly visible with the screen off. This was ACCEPTABLE, and far worse than the apparent 'heavy damage' my phone was described as by his employee.So I went back into the store and asked for a manager. Que the most rude, blunt and inadequate experience I've ever had with a store. Alex and the employee I'd spoken to previously came to me, I showed them THEIR Ts and Cs on the website and asked why my phone wasn't suitable. The employee showed the manager the 'damage', he looked at it and just gave me my phone back and went 'No'. When asked why my phone is apparently worse than the images on their website, he simply said he wasn't prepared to put his name against it and it wasn't acceptable. That was it; I've never been so furious - these are their Ts and Cs which they have deliberately ignored, presumably so that they can have good records with their head office on not sending back phones unless they're brand new. The employee even said to me 'You wont believe how many we're rejecting now.'So, I decided to drive to Wisbech. I shouldn't have to, as they should all be equally assessing phones, but I really wanted a second opinion. Wisbech did their job and will be getting their own review, I was able to pre-order the phone (which I collected from Wisbech today. The phone was described by two members of the team there as 'looking essentially brand new') and the service was perfect.I've raised a formal complaint against Kings Lynn because its absolutely unacceptable, but for anyone reading this review I heavily encourage you to leave the Kings Lynn O2 store well alone. They wont help you if it affects their performance or targets, they'll give you 'suggestions' for taking the poor figures somewhere else and they're not at all customer first when it comes down to it. Go elsewhere.

Visited late morning with the intention of upgrading my samsung to a newer model. walked out in about an hour with my new phone fully configured great deal and amazing service from Holly no hassle a cracking deal and loads of helpful advice even follow up call a bit later.Thank you HOLLY

I was greeted upon entering the store by Charlie who, with her friendly, happy disposition, attended to my problem promptly, efficiently and professionally. Great service.

When to o2 today 22nd sep to get a new sim as my one is not working on the net my wife whent yesterday and spoke to a very nice lady explained to the lady whats wrong the lady said sounds like he neads a new sime with the same number she told my wife her hubby can go in to the shop and thay will ishew him with new sim saw I did that today and the boss bloke told me I had to call o2 to get new sim no explanation to why he whont do ot saw I called o2 and thay even said the shop should have done the new simforme

Super helpful with regards to my father's needs. Luke was friendly, knowledgeable and patient. Recommended the ideal phone for my father, who is very pleased with it.

Charlene was extremely helpful at trying to sort my broken phone so I could move my photos over to a new phone. She also gave me all the info I needed to feel confident in my upgrade. I had just come from being in hospital and was feeling very low and stressed due to a broken phone but Charlene was super supportive at helping me with my purchase and gave advice on how to access my images. I will recommend all my friends and family use this store due to how wonderful Charlene was.

Luke, a staff member at the O2 shop in King's Lynn, spent some time with me sorting out a problem I had with my phone on the 29th August. I very much appreciated his guidance and patience and thank him for his efforts.

Excellent service from the 02 staff in Kings Lynn last week- Charlene was brilliant and soon sorted out my transfer from iphone to android. Very happy with new phone and service from the team!

Staff try to help but both store managers need some training on how to work with the public...So rude and dismissive to me and told me they can't sell me a phone today as they are short staffed!!! How is that my issue as i was being delt with by a member of staff so wouldn't have taken much longer to sell me a phone.Rude ignorant managers i would never go in the Kings Lynn store again.Wisbech O2 on the other hand fantastic staff super helpful.