Three UK - 3Store Orpington Avis 

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.