Great service from soun at this store. Excellent, customer focused and quick to solve a problem that a previous store was not able to support me with.
Company replied
Location
Switch locationUnit 1099, Westfield Shopping Centre, W12 7GB London, Greater London, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Moderately long waiting time but updated and kept informed of how long until I’m seen which was good. Soun was very helpful in sorting out issues with my old tarrif plan.
Company replied
I bought a sim card in the shop on the second floor of Westfield London. The sim didn't work. I came there again and a black young woman 40 minutes pretended that she was calling somewhere and didn't... See more
Company replied
Having been annoyed and frustrated with phoning o2 over the past 3 months with no joy or resolve I had 2 to come in store. At last I can say my issue has been sorted by Lamia who was very efficient a... See more
Company replied
Company details
Written by the company
O2 is a UK mobile network offering Pay Monthly and Pay As You Go services, including SIM only deals, phones and connected devices. Our aim is to help customers stay connected with flexible plans, simple account management and support when it is needed. Customers can manage bills, usage and upgrades in My O2, and use the My O2 app for account controls and benefits such as Priority. We read the feedback shared here on Trustpilot and use it to improve. O2 is part of Virgin Media O2, with a mission to upgrade the UK through better connectivity.
Contact info
Unit 1099, Westfield Shopping Centre, W12 7GB, London, Greater London, United Kingdom
- 020 8749 8888
4.9
Excellent
254 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The service and patience was wonderful…
The service and patience was wonderful ,thank you so much for you support and consideration Soun.
AND to Bruna who was the one serving me the first time,the day I got my devices ,such a nice experience with her,helping out to understand everything,just a 1000/100 thank you Bruna and Soun!!!
July 27, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Danna,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that you received such excellent service from both Soun and Bruna. It's fantastic to know that Soun provided wonderful support with patience, care, and consideration, ensuring you felt fully supported throughout your experience.
We're also pleased to hear that Bruna made such a positive impression when you first visited to collect your devices. Taking the time to explain everything clearly and helping you understand your new products is exactly the kind of service we strive to provide.
Your comments about both colleagues are truly wonderful, and we'll be sure to pass your kind feedback on to Soun and Bruna. We're sure they'll be delighted to hear how much their support was appreciated and that they made your experience such a memorable one.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4yK8vnm
📘 Facebook: https://bit.ly/3TnVjo8
Thank you for choosing O2.
Soun was brilliant
Soun was brilliant. Super helpful and did ehat i keeded (a replacement sim) super quick
July 27, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Kevin,
Thank you for taking the time to leave a review.
We're delighted to hear that Soun was brilliant and able to help you get a replacement SIM so quickly. We know how important it is to get back up and running without any hassle, so it's wonderful to hear that Soun provided the support you needed in such an efficient manner.
Providing friendly, helpful, and effective service is what we strive for, and we're pleased that Soun made your experience such a positive one. We'll be sure to pass your kind feedback on to her, as recognition like this means a lot to our teams.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/44PaJnZ
📘 Facebook: https://bit.ly/4x7H4lT
Thank you for choosing O2.
Great service from Soun
Great service from Soun. Helped me with everything I needed. A+
July 27, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Cuan music, thank you for taking the time to leave such a positive review.
We're really glad to hear that Soun provided great service and was able to help with everything you needed. Delivering helpful and efficient support is what we strive for, so it's wonderful to know you had such a positive experience. We'll be sure to pass your kind feedback on to Soun.
If you do need anything in the future, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4htHqi8
Facebook: https://bit.ly/3RzGVII
Soun is amazing
Soun is amazing, she answered all our questions and she's very accommodating .
July 26, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Elvie, thank you for taking the time to leave us a review.
We're really pleased to hear that Soun provided such amazing service and took the time to answer all of your questions. It's great to know that you found Soun accommodating, helpful, and knowledgeable throughout your visit.
We'll be sure to pass your kind feedback on to Soun, who will be delighted to know that their efforts made such a positive difference.
If you do need anything in the future, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4hAeo0h
Facebook: https://bit.ly/4gW0i9n
Really helpful staff
Really helpful staff. Friendly and efficient. Got served by Soun and Inder
July 26, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Gabriel, thanks for taking the time to leave a review.
We're really glad to hear that you found our staff friendly, efficient, and helpful during your visit. It's especially wonderful to know that Soun and Inder provided excellent service and made your experience a positive one.
We'll be sure to pass your kind feedback on to both Soun and Inder, who will be pleased to hear that their support was appreciated.
If you do need anything in the future, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4wZSCrd
Facebook: https://bit.ly/4wtCRZU
Soun she's good
July 26, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Emily and thank you for your review. We're delighted to hear that Soun provided you with a positive experience and thank you for taking the time to leave a review and share your experience with us.
Really helpful and clear explanation. Great staff
Really helpful and clear explanation.
July 26, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Romie and thank you for your review. We're pleased to hear that you found the service helpful and that our team provided a clear explanation throughout and thank you for taking the time to share your comments with us.
Sudar and lamia were excellent today
Sudar and lamia were excellent today, really helped with both myself and my partners upgrades, very happy with how efficient they both were. Definitely recommend :)
July 25, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for your review Laura and pleased to hear that Sudar and Lamia helped with both you and your partner's upgrades. It's great to know that their efficiency and helpfulness made the process a positive experience for you and we'll be sure to pass your kind comments on to them. Thank you for your recommendation and for taking the time to share your experience with us.
Expert and personable advice from Lamia…
Expert and personable advice from Lamia and Zach
July 25, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Anna, thank you for your feedback. We're pleased to hear that Lamia and Zach were able to provide knowledgeable advice while making your experience a positive one. We appreciate you taking the time to share your comments and are glad we could help.
It was great service really happy she…
Lamia was great, really happy! she helped me out and was super friendly and efficient:)
July 24, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for your feedback Katia and happy to hear that Lamia provided such great service and made your experience a positive one. We appreciate you taking the time to share your comments and thank you for choosing O2.
Great service from Muneeza and Lamia
July 24, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for your review Charles and we're pleased to hear that Muneeza and Lamia delivered great service and made a positive impression. Thanks again for taking the time to share your experience.
Very satisfied for the staff
Very satisfied for the staff , Lamia keep it up 👍
July 24, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for your feedback Roberto and happy to hear that you were very satisfied with the service you received from Lamia. We appreciate you taking the time to share your comments and thank you for choosing O2.
The service advisor Lamia she is so…
The service advisor Lamia she is so patient , polite and skilled, she gave her precious time to sort transfering infi from old to the new mob.
I do appreciate the help and service I received to day.
July 24, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for taking the time to leave such a lovely review Harmony. We're pleased to hear that Lamia was able to help with transferring your information to your new mobile. We'll be sure to pass this on to her and hope you enjoy your new phone.
Having been annoyed and frustrated with…
Having been annoyed and frustrated with phoning o2 over the past 3 months with no joy or resolve I had 2 to come in store. At last I can say my issue has been sorted by Lamia who was very efficient and helpful.
In addition I am concerned that my credit score has not been affected by it seeming that I haven't paid my bills.
July 24, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Marion and thank you for your review. We're sorry to hear that you've had a frustrating experience over the past few months but pleased to hear that Lamia was able to help and get things sorted for you when you visited one of our O2 stores. If you have any outstanding concerns, we'll be happy to help. We're unable to help on this platform but please get in touch using one of the following contact methods so we can do so:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4yyfKPb
Facebook: https://bit.ly/3TR2CEU
Soun was incredible
Soun was incredible - was with me every step of the way! 10/10
July 23, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for letting us know that Soun was with you every step of the way, helping you with your issue. We'll be sure to pass this on and thank you for taking the time to share your experience with us.
Hi Soun
Hi Soun , You give me great service, and I want to express my gratitude. You are exceptionally skilled at providing excellent customer service.
Many thanks.🙏
July 23, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for your review Adam and we're pleased to hear that Soun provided excellent customer service and took great care of you when you visited one of our O2 stores. We'll be sure to pass this on and thanks for taking the time to share you experience with us.
Soun was very helpful
Soun was very helpful. Shame the o2 rates for longstanding customers isn’t. Terrible prices
July 23, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Leo,
Thank you for taking the time to leave a review.
We're delighted to hear that Soun was very helpful and provided you with a positive customer service experience. Providing friendly, knowledgeable, and effective support is what we strive for, so it's wonderful to know that Soun was able to assist you.
We're sorry to hear, however, that you feel disappointed with the pricing available to you as a long-standing customer. We appreciate your feedback and understand how important it is to feel that you're receiving good value for money.
We'll be sure to pass your kind comments on to Soun, who will be pleased to know that their assistance was appreciated.
If you'd like to discuss your options or see what deals may be available, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4wYT9tI
📘 Facebook: https://bit.ly/4yAubCn
Thank you for your feedback and for choosing O2.
All details were explained by Soun very…
All details were explained by Soun very well today. She assisted us through all details and was a smooth process.
July 23, 2026
Unprompted review
Reply from O2 - London Westfield White City
Hi Kelsey,
Thank you for taking the time to leave a review.
We're delighted to hear that Soun explained everything clearly and guided you through all the details. We know how important it is to have all the information you need to make informed decisions, so it's wonderful to hear that Soun provided thorough support and made the whole process smooth for you.
Providing friendly, knowledgeable, and easy-to-understand service is what we strive for, and we're pleased that Soun was able to make your experience such a positive one. We'll be sure to pass your kind feedback on to her, as recognition like this means a lot to our teams.
If you need any further help, please don't hesitate to get in touch:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4wj22y6
📘 Facebook: https://bit.ly/4bbTaC6
Thank you for choosing O2.
Fast and efficient
July 22, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thanks for the review! It's great to hear the service and experience you have had was fast and efficient. If you need anything else you know where we are!
we are really happy because lamia…
we are really happy because lamia helped us
July 22, 2026
Unprompted review
Reply from O2 - London Westfield White City
Thank you for your review Semahar and happy to hear that Lamia was able to help and make your experience a positive one. Thanks for taking the time to share your experience with us.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.