“Poor customer service. Bought refurbished phone and broke after a month. Returned and unable to fix so was told a replacement would be sent. Week later still no phone. Have been messaging but I am being ignored- avoid avoid avoid . Worst ever”
“I was miss sold a phone
I bought a phone online that was sold has coming with 128GB. But it arrived with 64GB. When I contacted the company I was told that this was a mistake on the web page and I was not honored what I thought I had bought. It was too late for me to change my phone due to the circumstances. Customer service is poor, no intend to even address the issue.”
“Rubbish customer service. My SIM card failed to work despite 2 attempts to activate it. When I contacted them about this I kept getting messages back saying my account had no active SIM card (no kidding, that's why I was contacting them!) and therefore they couldn't help. I eventually figured out for myself that I had 2 accounts because of the 2 attempts to activate the card, so I started all over again contacting them from the other account. Their system seemed to have transferred my number to an apparently imaginary SIM card, which they suggested I put into my phone to solve the problem. Eventually they gave me some long-winded but fairly useless instructions to swap my number from the imaginary SIM to the real one - luckily it is possible to work out from the website how to do a SIM swap. It requires an activation code that's written on the bit of plastic attached to the SIM card when it's delivered - it didn't seem to occur to them that most people would long since have thrown this away. (Luckily mine hadn't yet made it to the bin.) The whole process took 9 days, and at no point did anyone at giffgaff admit that the company had gotten anything wrong or offer anything even vaguely resembling an apology.”
“Bad service, I payed 3 months with no signal, data or anything I paid 10 a month. Then when I messaged they gave me 8 credit and said it was a gesture of good will... hardly compared to how much I paid for nothing. I tried my sim in 2 phones an each did the same thing. Go with another network don't go with these.”
“Sent a phone off for the recycle team. They said it was blacklisted when it wasnt, I then spent 3 days sending them proof that it wasnt. After 2 and a bit weeks of contacting them (by the way u get one answer a day. Have they heard of live chat?) They finally sent my phone back only for me to find they cracked the camera lens. They offered me 50 pound compensation still waiting for the money. I wont hold my breath with them. Honestly the worst company to deal with. Avoid!!”
“I have had a really bad experience. Got an offer on line to buy my phone. Firstly, they didn't send me the return envelope as requested, they then did but when I sent the phone they said they hadn't received it. They then said they had got it so I would get a response in 48 hours- obviously I didn't! I eventually got a revised offer which was basically a joke- they said the phone was faulty but it isn't! I've asked for a revised offer or my phone back- not expecting a speedy response!! My daughter sold hers on Music Magpie and said how easy it was. I'm disgusting with Giffgaff.”
“Got a quote for an iPhone of £230 to trade in, a few days later I received an email saying that the offer had been revised to £45 because the camera was not working ( it was) . Then tried to work through the convoluted and misleading process to get my phone returned. After threatening legal action the phone was received, guess what,the camera is working perfectly. Cant quite believe someone at Giff Gaff thinks this is ethical business practice.”
“Great service, very cheap compared to other mobile network providers. No contract means there’s no catch, you can leave or change your plan whenever you want. Overall a very satisfied customer. My whole family now use giffgaff because they reward you by giving you free calls and texts to other giffgaff users, for 3 months after your monthly contract has run out! Very happy overall and highly recommend.”
“Poor show.
I sent a fully complete and working iPhone Se to Giffgaff recycling based on its online quote of £45.
Giffgaff came back to say that the camera was broken and revised the quote to £9.
I queried this problem, saying that one of the last things I did with the phone was to take and send pictures of my new phone.
Giffgaff then came back to say that the camera was actually working but that the sim tray was now missing but the revised quote was still £9. I said it was ok when I sent it (it’s not the sort of thing that could be overlooked) but they were uninterested in helping.
I did also query why the new quote was £9 when their online system gave a “missing buttons” quote for £33.
Again, they were uninterested.
Just a waste of time”
“LIke a Lot of people I feel scammed by Giffgaff. Sent a phone off to them. Was told I could not do it as it was under contact.
No problem I thought they will send back. How wrong I was its like trying to get blood out of a stone!! Feel like I have been scammed by them!! Avoid at all cost.”
“Do not use this service. I sent them a phone, they claimed the camera didn't work so wanted to pay me over £100 less, had I not been sure my phone was working and rejected that claim they would have scammed me out of that money. Having received the phone back and checked it works they are refusing to honour the original quote. Their customer service is also a complete joke.”
“Giffgaff are refusing to send me my money for the phone I sent back to them!!! They are keeping the money and my phone as they are stating they have not received my recycle order. DO NOT USE GIFFGAFF!!”
“Giffgaff are refusing to send me my money for the phone I sent back to them!!! They are keeping the money and my phone as they are stating they have not received my recycle order. DO NOT USE GIFFGAFF!!”
“Generally good service, until they don't charge your card even though auto top-ups is turned on...
Sometimes this is just inconvenient, other times it's annoying, but sometimes it's really *scary* when they block you from making calls, when it's really urgent that you have phone access...
GiffGaff say...
"You may be wondering, 'well, why if my balance is 3p right now, why would auto top-up not trigger as it's below £3?'. This is also saving you from unnecessary top-ups - the balance needs to actively fall below £3 in order to trigger (for example running low on credit whilst on a call with a premium number). If you start below £3 then auto top-up will simply not know to trigger on the system - in which case you would need to manually top-up first."
Because their auto top-up triggers only at the £3 account balance, but not at any account balances below £3... if auto top-up fails, there is no safety net. You will eventually experience a service interruption, until you are able to intervene, to top-up your credit manually yourself.
I've been scarily stranded once in Italy, once in the early hours of the morning on a night out in strange town, and yesterday on site at an intruder alarm activation (break-in) on a deserted industrial estate.
Through a logical error in Giffgaff’s programming, balances below £3 are ignored as a trigger to activate auto top-up. There is no qualitative difference between £3, and values less than £3, but Giffgaff customer service keep trying to tell customers, that this is a helpful feature…”
“Disgusted at the service I have received from the giffgaff “sell your phone” service, I was quoted £135 for my iPhone 7 128gb and was told they had received an iPhone 7 32gb and revised my quote to £16.50, I explained this issue to them and was asked for my contacted details, they never contacted me, they ignored all my messages until I started demanding my phone back, eventually I was told it was in the post and would be 2-3 working days, they have made no effort to apologise or resolve this matter. They are still ignoring my messages and I have not received my phone back, it has been 2 weeks since they stated it was in the post to me. I have them my perfectly good iPhone 7 as I desperately need the cash and have hugely been let down, this whole process has been going on for a month now. I would highly recommend AVOIDING there “ sell my phone” service !!!!!!!! I feel like I have been scammed and am beginning to accept that my iPhone 7 has been stolen by GiffGaff !”
“Do NOT recycle with giffgaff
Sent two Samsung S9 devices to be recycled and was quoted £205 each. Sent them off over 2 weeks ago, had to message 7 times to find out what was happening, you definitely don't get next day payment. They reduced the price of one of the phones saying that it had 'screen burn' and offered a revised offer of £35.75.
This is a total scam, there is nothing wrong with the phone and I've had it independently examined.
They kept the other phone even though I demanded they return both.
I threatened legal action unless they returned it and they come back with 'the phone has been lost' and we will pay £205 within 48 hours.
No GIFFGAFF.... Your scamming people.
Avoid at all costs!
See the below conversation as evidence, make up your own mind.
Conversation
Liam
04 Mar 2020 14:17
Order Reference: 5128917
Hi Neil,
Thanks for getting in touch.
Unfortunately we have not been able to locate your device and so we have arranged for the full value of £205 for this to be issued to you no later than 8pm tomorrow.
Kindest Regards,
Liam @ the giffgaff team
Member
04 Mar 2020 12:06
Another 2 days of past. Please tell me where my phone is or I will be commencing civil proceedings to claim the costs.
Liam
02 Mar 2020 13:06
Order Reference: 5128917
Hi Neil,
Thanks for getting in touch.
All devices are dispatched separately.
I have requested further details regarding the second device on your order and we will be in contact as soon as this is available.
Kindest Regards,
Liam @ the giffgaff team
Member
02 Mar 2020 10:28
Hi, I've not received any text message confirmation regarding the delivery. I've received one handset back, could you tell me when the 2nd one will be returned and provide me with a tracking ref?
Thanks
Member
28 Feb 2020 18:38
Hi, I've received one device back has the other one been sent separately?
Stephanie
26 Feb 2020 08:32
Order Reference: 5128917
Hi Neil,
Thanks for getting in touch.
1x Samsung Galaxy S9 G960 64GB received full value of £205.00
1x Samsung Galaxy S9 G960 64GB received a value of £30.75 as it was found to have screen burn.
As per ypur request both handsets were requested for return, as per our previous email a confirmation text message detailing the Royal Mail tracking reference assigned to your delivery will be issued to you as soon as your phones has been dispatched.
Kindest Regards,
Stephanie @ the giffgaff team
Member
25 Feb 2020 15:37
This still doesn't answer my question. Can you please read it fully before responding with a standard fob off response.
Stephanie
25 Feb 2020 14:16
Order Reference: 5128917
Hi Neil,
Thanks for getting in touch.
A confirmation text message detailing the Royal Mail tracking reference assigned to your delivery will be issued to you as soon as your phones has been dispatched.
Kindest Regards,
Stephanie @ the giffgaff team
Member
25 Feb 2020 13:34
Can you tell me if both have been sent back to me as I haven't received any payments. Also, why was one reduced so much? You have not answered my question.
Thank you
Kimberley
24 Feb 2020 09:40
Order Reference: 5128917
Hi Neil,
Thanks for getting in touch.
I have arranged for the return of your phone, we aim to have this with you within the next 5 working days using Royal Mail tracking service.
Your phone will be returned to you following our own guidelines, wrapped carefully to avoid damage in transit, contained within a rigid cardboard sleeve which is compliant with the Royal Mail standards for transporting phones containing lithium batteries.
A confirmation text message detailing the Royal Mail tracking reference assigned to your delivery will be issued to you as soon as your phone has been dispatched.
Kindest Regards,
Kim @ the giffgaff team
Member
22 Feb 2020 19:06
Hi, I have just reviewed the offer and I am disgusted in the offer. Both mobiles were in identical condition. You haven't said why you have reduced the offer. Please return BOTH phones unless your going to honour the quoted price.”
“A mixed bag. Network performance is good (working on O2's platform), and goodybags (monthly bundles of calls, texts and data) are attractively priced and flexible. However, things have taken a downward turn recently. There is no call centre; the first port of call when experiencing problems is to email the 'community', which consists of fellow giffgaff members. They do a valiant job, to be fair, and respond very promptly, but they can't deal with account related issues, so these have to be directed towards their employed agents. This is where the fun starts. The agents' performance is hopeless; you'd better hope you only have to deal with one, as they don't appear to talk to each other; they have difficulty in reading and comprehending clear messages; and woe betide you if you experience any problems which aren't covered by their scripted responses.
Their payment system crashes, leaving members unable to make not only purchases of phones, but sometimes fundamentals like renewing goodybag bundles.
Lately there have been numerous complaints relating to faulty 'refurbished' phones. However, their prices for new phones are very good (better hope the payment system works though).
If it weren't for the fact that only giffgaff/O2 can supply an acceptably strong signal in my home, I'd leave and use another carrier. Until recently I'd have heartily recommended giffgaff - sadly not any more.”
“Used giffgaff for travelling in UK, France and Spain. Ordered SIM card before the trip which arrived quickly at my home in Canada. Activated card before we flew to Gatwick and phone was active when we landed. Worked great for the entire trip. Bought 20£ goody bag which gave me 40GB Data. Ran maps almost constantly and tethered two phones and iPad. Didn’t even use 10GB over the 23 day trip. Will definitely use Giffgaff again!”
“The best mobile network in the uk it’s run by the customers and best value for money as well for bundles from £5 to £25 for unlimited everything and you get pad if you get your friends to join them no big network dose this or gives you everything unlimited for £25 join this network Straightaway”
