Three UK - 3Store Orpington Avis 

Neil was absolutely amazing, I took my 81 year old Dad in store with me , Neil was so helpful, we went in for WiFi and come away with WiFi and tablet !! Amazing value and extremely happy to help us ! Would defo recommend 3 to my family members , thank you so much for making our experience so easy

Adam was very helpful and done everything he could do to make sure we got accepted

Excellent customer service by Adam. Very helpful and informative and ensured we understood everything.

Very good service and very good man, have a nice day

Neil done every thing that was needed, helped me choose the one I needed and had humour

Made to feel welcome as soon as you stepped inside the store. Good service and knowledge of the products

Great service and found me the deal that was best for me. Very happy to recommend

Very helpful staff (patryk and mark) advised me on the best possible deal for my needs.

Patryk was extremely helpful in getting me a better, more reasonable plan.

Adam served me and was informative, funny, quick and beyond everything very helpful.

Great assistance from Adam who's in training, very professional in helping us organise our broadband

Very helpful and very good experience.

Very easy purchase for my new phone, Ciprian sort it easily and for a good price

Had a few issues with my current contract, they resolved all the issues amazing and where very clear in their instructions.

I visited the Three store on Orpington High Street today to personally see the iphone air and unfortunately had a very disappointing experience that left me frustrated and dissatisfied.

When I arrived at the store, I asked about the prices of the iPhones on display especially the Iphone air, including the iPhone 17 Pro Max, which was listed at £1301 upfront (see photo attached for reference). I compared this to Apple’s own pricing, where the iPhone 17 Pro Max 256GB is available for £1199 — cheaper than Three’s price. I suggested to the staff member, Patryk, that it would be better for Three to match or at least stay competitive with Apple’s prices. This way, customers would feel more confident purchasing directly from Three rather than going to Apple or another retailer.

Instead of having a helpful discussion, Patryk was argumentative and defensive. He didn’t seem interested in listening to my points, and his tone came across as rude and unprofessional. As a customer, I expect to be heard and respected — not made to feel dismissed.

I also asked him about the trade-in value of my iPhone 16 Pro 512GB. He told me that Three would value it at around £415, and then added that next week it could drop even further to something like £320. He even mentioned that if I went to Cash Converters or other similar shops, the value would be even lower. I explained to him that I would never go to those shops because I already know they offer less value. My point was that Three should at least offer competitive trade-in prices, or ideally match Apple’s, so customers can see the benefit of upgrading with Three instead of going elsewhere. Unfortunately, he did not acknowledge this and continued to argue instead of understanding my perspective.

What made the situation worse was when Patryk told me that whether I bought a phone from Three or not didn’t matter to him because he doesn’t earn commission. This is highly unprofessional and not something a customer should ever hear. Customers don’t care about staff commission structures — we want to feel valued and appreciated for our business. Without customers, there is no business, and it’s concerning that a Three employee would make such a dismissive remark.

I even said that if I brought five friends with me to the store and all of us signed up for contracts, surely that would be good for the business. Yet again, he remained argumentative and dismissive, missing the bigger point that loyal customers can bring real value to the company.

In my opinion, Patryk should receive more training in communication and customer service. Based on my experience today, he does not represent Three or its brand in a positive way. His attitude was dismissive, argumentative, and unprofessional. Sadly, I left the store thinking how I wish I had not met Patryk today, because instead of being helped, I felt disrespected and let down.

In the end, I had no choice but to end the conversation and leave the store. I walked away feeling frustrated, disappointed, and like I had wasted my time. I entered the store with genuine interest in a new phone, but instead of receiving helpful service, I encountered poor communication, unprofessionalism, and a complete lack of respect for the customer’s point of view.

I believe Three should take this feedback seriously. Staff should be trained to listen to customers, communicate respectfully, and represent the company in a way that encourages loyalty. Pricing and trade-in values should also be competitive, at least in line with Apple’s, so that customers feel confident choosing Three over other options.