Ian
Administrator
- Joined
- Feb 23, 2002
- Messages
- 19,878
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I'm partly writing this to document what has happened, as the problem is still in progress - but also to warn others about this experience! I'm incredibly angry with how they treat customers and I've never experienced customer service this bad before.
On the 15th Jan I ordered and paid for an LG G4 PAYG phone online and got a confirmation that it was ready to collect in store, so I went in the next day. Surprisingly, they didn't have one available for me in store - so I waited a few days for them to order me one in. Over the course of the next 2 weeks, I kept getting e-mails from Vodafone telling me my phone was awaiting collection - but it was never in store (I probably tried about 4 times). Each time I spoke to Vodafone customer service they told me that they would send another out to make sure it was there - but the store never received any (and I believe them, as they were very apologetic and embarrassed about the situation).
After 2 weeks of waiting and wasting time going in to store when I was promised it would be there, I wrote to Vodafone with a much more detailed complaint letter (I've wasted about 6 hours of calls, emails and store visits). They haven't acknowledged the letter, phoned me about it or replied - even though their website says they will respond ASAP and aim to resolve the complaint within 5 days.
I then rang up and said I'd like a refund because there's no way I'd like to deal with a company that treats customers this way - then they wanted a screenshot of my online banking to prove that I'd paid (they have my order number, so should clearly know). I was told that it would arrive by today (Mon 8th). Surprise, surprise - nothing has arrived. I called again and they said that I didn't send in proof of payment last week (I did, and can see it sitting in my sent items list as well as an e-mail confirmation!). They were very stubborn and insisted that I re-send it, so I made them check that they'd received it again this time.
It's ridiculous, I've never been called back when promised, don't have the phone I paid for and can't get a refund from them. I've spent got knows how much on calls and wasted so many hours. I have zero faith that anything will actually happen. Sadly the Vodafone stores have no control over refunds or customer service (they are just sales) - or I would go and get this sorted in person.
I'm giving it another few days before going to the bank and getting it sorted from that end (although paid on a debit card), but I'd like the avoid that if possible as I imagine it'll cause more problems with a company that seems very disjointed in terms of customer care.
On the 15th Jan I ordered and paid for an LG G4 PAYG phone online and got a confirmation that it was ready to collect in store, so I went in the next day. Surprisingly, they didn't have one available for me in store - so I waited a few days for them to order me one in. Over the course of the next 2 weeks, I kept getting e-mails from Vodafone telling me my phone was awaiting collection - but it was never in store (I probably tried about 4 times). Each time I spoke to Vodafone customer service they told me that they would send another out to make sure it was there - but the store never received any (and I believe them, as they were very apologetic and embarrassed about the situation).
After 2 weeks of waiting and wasting time going in to store when I was promised it would be there, I wrote to Vodafone with a much more detailed complaint letter (I've wasted about 6 hours of calls, emails and store visits). They haven't acknowledged the letter, phoned me about it or replied - even though their website says they will respond ASAP and aim to resolve the complaint within 5 days.
I then rang up and said I'd like a refund because there's no way I'd like to deal with a company that treats customers this way - then they wanted a screenshot of my online banking to prove that I'd paid (they have my order number, so should clearly know). I was told that it would arrive by today (Mon 8th). Surprise, surprise - nothing has arrived. I called again and they said that I didn't send in proof of payment last week (I did, and can see it sitting in my sent items list as well as an e-mail confirmation!). They were very stubborn and insisted that I re-send it, so I made them check that they'd received it again this time.
It's ridiculous, I've never been called back when promised, don't have the phone I paid for and can't get a refund from them. I've spent got knows how much on calls and wasted so many hours. I have zero faith that anything will actually happen. Sadly the Vodafone stores have no control over refunds or customer service (they are just sales) - or I would go and get this sorted in person.
I'm giving it another few days before going to the bank and getting it sorted from that end (although paid on a debit card), but I'd like the avoid that if possible as I imagine it'll cause more problems with a company that seems very disjointed in terms of customer care.
