O2 Shop Hanley

Went to O2 store to sort a new contract. There was a queue so we were told to go and do a bit of shopping. After 20 minutes, we got a text message to say we can make our way to the store. Steve was amazing. His personality was very welcoming and he made us feel confident and relaxed. Overall experience with O2 was fantastic. Thanks to all the happy team.

The young lady who helped us buy a new phone for my step daughter was amazing. She had probs with the computer straight off couldn't find my account even thou been a O2 customer for years got my first mobile phone through what was BT Cellnet... Got things sorted

Excellent service,Harvey and Steve were very helpful, polite and friendly. Plus extremely patient with sorting my new phone out.Thank you so much.I will definitely use this store in the future.

professional service, nice friendly people, as it should be everywhere, full culture and respect for the customer, thank you

I have been trying to sort out a major problem with O2. I have spent several days, many hours and many changes of personnel trying to sort out the problem over the ‘phone. Your system seems to have several problems.
I contacted the details given in a letter sent to me from Virgin. This letter told me that this was something I needed to do because of the ‘merger’ of the two companies.
After a lengthy sales pitch I was told that everything would be sorted including me keeping my present number. Since then I have spent a great deal of time contacting someone I could actually talk to and explaining the situation. I didn’t understand why my credit card details needed to be taken. I was told that all details would be the same as with Virgin but there was still a need to go through everything again.
I received an email confirming direct debit details and this did not contain my correct name!!
I contacted a series of your staff, following the information and instructions given. Each of your staff gave different information.
They said that I had initiated my wish to join O2. This is not the case, I was responding to instructions in the letter I had received.
In desperation I made the journey to the nearest O2 shop, a few miles away in Hanley, Stoke-on-Trent.
Here I was introduced to Gerry. He must rate as one of your most senior assistants. He has an air of friendly professionalism. He listened to my situation, explained what could be a cause of the problems and offered advice and practical help.
I contacted O2 as Gerry advised and followed his instructions. The person I spoke to responded in a quite mechanical way, polite but not really responding to my situation or needs. Eventually he said that he must speak to Customer Service.
It seems that my initial situation has been resolved.
Without Gerry’s knowledge and help I would be in limbo still. I cannot praise him highly enough. He anticipated questions and needs, assisted without patronising.
He is an exemplary representative of your company.

Good service, knowledgeable staff who did all they could to answer questions.

Superb customer service, very friendly and helpful throughout. They helped me upgrade (and swap the upgrade I was not satisfied with to a different device). Not only this, they helped reduce my monthly contract but increase my benefits. Very happy indeed.

O2 staff member- Mike- was an absolute star in helping to correct a technical glitch I was experiencing on a new phone. Thank you Mike!

After visiting other local phone shops discussing contract phones, the chap here gave me some solid advise that proved to be very helpful. No pushy sales tactics, no exaggerated claims , just a useful exchange of information. When I am ready to change my phone, I would trust this shop .

10 minutes to do an upgrade and it was all sorted out no problem at all daughter gets her latest iphone great deal on the airtime what can i say they were brilliant.

The guys in O2 are amazing, they spent over an hour sorting out a problem between my watch and phone, not once did I feel rushed or talked down to. The patience and expertise they displayed was a revelation and they made sure I did not leave the shop dissapointed, even upgrading the sim in the phone at the same time. Thanks to everyone.

I went in to see how much I had left on my existing contract. The lady who served me, Dominique was extremely helping, very very well spoken, explained everything to me and was just a generally really polite and nice person! I would highly recommend going there especially if you're being served by her.

Why is it so hard for companies, especially those the size of O2, to sort out their customer services? My elderly father had an issue which he has spent several hours on the phone trying to sort out. The amount of time he has been left on hold, sometimes being inexplicably cut off, or speaking to someone who says they have sorted it when they patently haven't, is just not acceptable. When he eventually did speak to someone who seemed to know what they were doing he was told he would still have to visit a store with ID to confirm his identity. So today we have done just that. Many thanks to Bobby in the Hanley branch who was extremely helpful and patient but even HE had to go through the diabolical routine of explaining it at least four times to different people who were passing him from pillar to post. It really isn't a good advert for the company. However, like I said many thanks to Bobby our service advisor who couldn't have been more helpful. The 5 stars are for him and not O2 in general.

Went in to discuss the upgrade on my girlfriends phone on 2 occasions last week and both times had great service. Felt COVID safe and walked out with exactly what I needed. I recommend seeing these guys when you need a new phone.

Very modern style interior and the staff will assist but also leave you alone to browse if you prefer to just look. Taking out a contract can be completed within 15 minutes with the professional staff. Very well run & managed store.

Always helpful staff here and adhere to resolve any queries they can, alternatively if not they can speak to customer service with another number which cuts the time you would be on hold yourself at home.

Very helpful staff. I had several problems with my phone in the last few weeks and they managed to sort it out for me. Even if it did mean that my SD card was corrupted and nothing could be done to mend it.

Me and my wife barely go into our local o2 store . And today was a really big difference for us two . As we were confronted by as they say a newby . And it was so delitefull to be approached by this young lady . I dont know if you can mention her name but how can i put this ? OK go by the name of Vxxxxt . We were her actual 1st customers she had dealt with with the deal we needed and she was really really nice , a pleasure to talk to she never fàulted she had help of course but she came through with flying colours . She is a delight , looking forward to dealing with her again at some timè keep up the good work V tysvm regards Neil ànd Karen

The guys at the O2 store in Hanley are awesome. Shout out to the Store Manager Aaron and also Lewis who helped sort out my handset. I had an issue trying to return a click and collect handset but these guys helped me out and made the process so much easier. Big credit goes to these guys who went above and beyond and exceeded all my expectations. O2 they are a big credit to your company and i hope you look after them as they did with me. Thanks guys!!!

We went into the Hanley branch very anxious about a bill...Ethan was fantastic..he reassured us and explained everything to us and ensured that the bill was rectified before we left...he is as credit to O2..he deserves five stars..thanks