After successfully purchasing my new iPhone 12 a few months ago, I called into have my MY 02 password reset after forgetting it. I got upto the a group of them talking and being very un-professional. I asked them I would like to have my admin password reset and for some they started being very cheeky, I said it was making me angry, which is understandable. I was then escorted to the sit down customer service desk, and I was helped by a very rude young man in his early 20's. As time progressed, he was mocking me and going over what I was saying. So I got up and left and issued a complaint. I was given a complementary refund for my last bill as compensation. Very upsetting.

I normally love the staff in here but on this occasion on a late Saturday afternoon trying to do a free upgrade that 02 had given me what a nightmare!!!! The Manager at the time absolutely no help at all!!!! Rang customer service (Lisa I think it was great and extremely helpful)when got home and they were wonderful and restored my faith in 02, But still not happy with the shop itself.

Great bought my phone here and fixed in mins have had all my phones from here always had good service

Excellent staff here. Second visit now and they are always just as happy to help. Even when confused we quickly resolved a contract downgrade and explained the new 5G network which I plan to upgrade to in the summer. Will be back again soon. Very helpful and cheerful thanks!

I can't say thank you enough to Jim who works for 02 in Sunderland,and also Martin. I was unable to transfer my history of whattsap messages from my old phone to my new phone, and these messages were unbelievably important to me I had tried everything I could think of and nothing worked. I explained to Jim how important these messages were and he promised me one way or another he'd get them transferred for me. He did exactly that and I can't thank him enough! These messages mean so much to me.. He is the loveliest guy and went above and beyond for me and I will be eternally grateful! Thank you so much Jim!

Very helpful staff and sorted my phone out very quickly.

Staff are always helpful at this store...Laura helped me with my upgrade...the staff make business so easy to complete...making sure matching right product & tariff..5 star service

I went to this shop to buy a new phone there was 5 guys standing at the desk talking one walking around on his phone not one approach me to ask if I needed help after 5 mins I left and bought a phone from else were not good 02...

I'm sight impaired and waited sitting at a table was ignored for 15 mins asked for help as um an o2 customer said no as my phone not from there si refused to help. Always sane in there Rude and unhelpful hate the place makes me want to go to different companies . Waste of time that store. Horrid manager.

I've been an 02 customer since phones with the size of bricks I recently had on my phone The phone that I Was old and was not keeping power I believe it was the manager I spoke to I asked for his assistance to transfer my data From one phone to the other He declined And give me a whole pile of Jargon how to do this I am maturing in years I found this difficult Not very good customer service I took my Phone doctor and charged for the service When my contract runs out I will not be staying with 02

Been conned at O2 Shop Sunderland. Bought a Samsung Phone to put my O2 Sim Card in. They said you can't buy a phone without paying for an O2 Pay as you go Sim Card. I said I had an O2 Sim Card on Contract but they said that was what they do. They said just give it away. I called O2 who passed me around different section for an hour before being cut off. Absolutely shocking. Would they like their mother or nanna to be conned like that. Or do they have no idea what they are doing being trained badly. The Sales Assistant name on the receipt is Jaka

Just want to leave a review for young lady at the 02 shop in sunderland her name was Neve. I would give her 10 out of 10+ for her helpfulness caring listening and knowledgeable on 02 phone. CREDIT to 02 and very pleased that we could talk to Neve. My husband and myself are retire and don't find the mobile phones easy to use. We called the call centre but unable to get them to understand what was happening. If anyone deserves an award we would recommend Neve from 02 in sunderland. We are now very satisfied customers both my husband and myself are now staying with 02 due to Neve.

Unless you are buying products £££. Staff are rude, brusk, insulting or criticizing. Or can't be bothered! These sales shops in general are rubbish for any staff with brains. I called in today to hopefully reduce my contract. They said it was just a 'telephone job'. No pleasantries were exchanged or even a number given to me to call, have a pleasant day ect. I will probably change my provider in the up- coming months. 02 have received hundreds of pounds off me, this is the reality.

Like to say a big thankyou to Jordan today who sorted a problem we had. We had been trying to sort it out with O2 over the phone but we're getting no where. He was very kind and helpful and fixed the problem in 15 mins. Once again Jordan, thankyou.

I went for a new phone the young assistant looked totally disinterested so I left first chance I got. I'm sure the rest of the staff aren't like that they never have been in the past.

Excellent service. Everything I needed was sorted within 10 minutes. Unlike the south sheilds store. Well done Sunderland branch.

Different range of Samsung phones

Friendly staff would highly recommend anyone to go there

If you're going to buy a phone here, don't. I was sold a broken phone. Tried to return it, to be greated with a store full of what could be described as useless children. The O2 policy is within 30 days it will be replaced upon request, this was refused. I showed the staff that part of the website. They refused to acknowledge it. I'd rather believe the website than a child manager trying to protect his Christmas stock and breaking policy. ANYWAY, the lady on returns and replacements on the phone agreed, tried to speak to the store. She even said he was horrible, agreed. So basically, I have now cancelled my contract and sent my phone back in the post. Don't worry guys, the 3 store across the way apologised for your behaviour. Oh, and my complaint is being sent to your area manager. Useless, rude, incompetent, immature and absolutely foul smelling tbh Huns xoxox •Point to note on the reply from O2, the store had to stock - they just refused to help.

Neve was so helpful with a query we had about 02 priority tickets we had bought and couldn't transfer to another phone. She also gave us lots of info on two phones that we are interested in.

Surprisingly cheaper than other stores. The staff do tend to guide you towards the most expensive phones.. naturally I expect them to do this as it's their job. They're more interested in getting customers on contracts, but the staff are friendly. I'd suggest browsing for a bit around the store before asking any info, that way you won't end up paying more than you need to, and you might notice a phone that's on your budget. Also be aware that they don't have a lot of stock...not as much as they do online. You may find a phone you want on their website, but it may not be in the store.

The girl who served me was excellent thanks x