Awful, non-existent customer service with BT spin-off companies.
Purchased a new Apple Macbook Pro 16" worth £2000+, when received I had some quality issues with popping sound when listening to music and screen ghosting.
As well within my rights, the same day I received the item, I requested a return since I do not want to deal with Apple Repair or get a replacement since a lot of people complain about same issues with this model.
I decided to initiate the return process online. To my surprise, I was requested to return the item on my own cost for which the insurance alone to ship is £100+ even though most legit businesses offer complimentary returns service.
If that wasn't enough, I rung up customer service on 0800970150 to get a reply that BT Shop runs separate from BT and gave me a different number, 08009170510, which had an automated message saying --the customer service centre is closed, our operating hours are Mon-Fri 9am-5pm-- It's bloody Tuesday 10.30am... spoke another time with BT and this time they told me BT Shop only replies by email and that their customer service centre was not operational... Outrageous..
Taken my frustration that same morning and not having any other means to complain (live chat is offline permanently as it seems). I sent an email the same morning on the address given on official site but still no reply since then..
Please for the sake of your own sanity in case you need to return an item, have an issue with an existing order or might have with future product warranty AVOID this company.
UPDATE: Got a reply by email the next day thankfully. Had to ring Apple Repair, get a repair reference, send it to them and then they informed me about arranged collection date.