Three UK Reviews 

Joanna has been wonderful and helpful, good in marketing and experienced. Always full of patience.

Excellent customer service from Rehan who displayed extreme patients, and provided a second-to non-service. Extremely pleased with the engagement and the assistance. Could not have asked for better. Top notch!

Ellen was amazing, professional, friendly and efficient - she was able to sort out an eSIM for me whilst I’m visiting from Australia!

First time in 3.
Soon as I walked in the door Raf greeted me with a smile and a wave. (Good first impression).
Her deminor was calm, patient genuinely friendly easy to talk with and professional, as she explained what the issue was with my phone in layman's terms, listened, answered my questions without interrupting so the issue was sorted out.
She checked and resorted my contract out for me too.

So, professional, knowledgeable and good personal customer skills not scripted like many people in shops resort to.
She definitely needs recognition.
Thank you Raf.

However 3 didn't let me know about my contract needed sorting as I was paying more than I initially had been, so not too thrilled about that. But Raf sorted it out.

Ogo offered me a good deal in store today

Ogochukwu attended to me so well. I love the service rendered.

Farjana has given us excellent service today . We were very happy so helpful and knowledgeable and patient fantastic help

came in for help with my contract and was provided a great level of service.

Gary and Nash were very helpful today. They managed to save me some money on my contract, so I’m very happy

Aarushi was very helpful and patient with me when I was looking to change my phone and contract. She laid out a variety of options and helped me pick out the right deal. Lovely person and great advisor

Great service! Super helpful and Muman was really considerate of what I needed

Came to the three shop to add a new sim onto my account, dealt with Tahir who was very helpful..

I had an excellent experience with Sean ij store today he done me a fantastic deal on the iphone 18 pro max with a new sim plan and insurance, ill be back in store again soon to switch my broadband to three. ⭐️⭐️⭐️⭐️⭐️

I have been a Three customer for around 10 years, and today's experience with Three Live Chat was absolutely exhausting.
I spent hours trying to complete a simple phone order. The live chat repeatedly disconnected, meaning I had to reconnect and explain the situation again. At one point I was sent an SMS link by the adviser to read and approve the terms of my order. When I followed their instructions and left the chat to open the SMS, the chat disconnected, while the Lightico link itself gave me an “Access Denied” error.
When I reconnected, another adviser repeatedly misunderstood what I was asking and kept giving me the same answer about calling the credit referral team, despite me explaining several times that this was not what I was asking about. I eventually had to ask a simple YES or NO question just to get a direct answer.
The adviser eventually contacted the referral team on my behalf and my application was declined. I understand that a credit application can be declined — that is not the main reason for this review. My complaint is about how unnecessarily difficult, repetitive and time-consuming the Live Chat process was.
A customer should not have to spend hours being disconnected, repeating the same information and trying to make advisers understand a straightforward question. Three seriously needs to improve its Live Chat system and customer service.UPDATE – 18 October 2026
Three has now responded to this review, and remarkably their response perfectly demonstrates the exact problem I complained about.
After I explained that I had already spent hours dealing with an extremely frustrating and ineffective Live Chat service — being disconnected, repeating myself and struggling to get simple questions answered — Three's response was to tell me to contact Customer Support again.
That is precisely the service I am complaining about.
After around 10 years as a Three customer, I have had enough. Within the next week I will be transferring my existing mobile number to another network.
Interestingly, another provider approved me within minutes for both the new phone and the unlimited data plan I had originally wanted from Three. The entire process was straightforward and completed without hours of Live Chat conversations.
At this point, the declined application is not even my main complaint. The problem is the shocking standard of customer service, particularly Three's Live Chat, and the apparent inability to actually listen to what a customer is saying.
I will not be contacting the same Customer Support team again. I have already found another provider and will be taking my number with me.

Declan is a nice lad with great service 👍

Xavier is a top man. so so so smooth and easy experience thanks so much !

Excellent service as always
Always explaining how I need to do
To get started when I get home

I bought a new iPhone in-store, paid fully up-front but had to wait a couple of weeks, fine. I was happy until I checked Apple's website that evening and realised I could get it faster, and £120 cheaper directly from them. Fine, I thought. I'll cancel my order and get a refund, then order my new phone from Apple. I cancelled my order on a live-chat, but no refund came through, no email confirming anything had been done. Strange, I went in-store a few days later and enquired about my refund, assuming they could do it there. No, in-store they just read me a summary of the live-chat.

A week passed and I decided to try another live-chat to find out the status of my refund. The customer service rep told me that my order was still live, and hadn't been cancelled. Directly countering the previous conversation, and the people in-store rolling their eyes at me enquiring about my missing £1000+ refund. Ultimately I was told to wait another 3 days for someone in a different department to get in touch.

As of now, I am left without my money, no phone, and nobody will tell me directly what is happening. It has been over a week since I started this process and each time I talk to someone they tell me something slightly different, or try and placate me by telling me "not to worry".

I am concerned now that after almost 2 weeks they will keep my money, not send me a phone, and any attempt to retrieve my stolen money will be met with an AI chat bot telling me to "not worry" or a store employee saying "computer says no".

Edit: after leaving a review that the live chat feature left me confused, and worried that I have been ripped off, Three replied suggesting that I follow up by using… their live chat feature. I feel as though I am being mocked.

Nathan at Three store Orpington is second to none! He is incredibly friendly and helpful. Excellent customer care and service!

Hannah Thank you very much for helping me so quickly and for being so friendly