I just wanted to share my recent experience with Vodafone in buing the Vodafone Smartphone Ultra 6 handset from them.
It was last week. As I wanted the phone on the same day I did a search across various London stores for one that had it in stock and therefore available to collect on the same day. I duly placed my order, received the confirmational text and email for me to collect from the chosen store in the next two hours.
Once I got to the store without asking for my order number, the assistant asked for what phone I ordered, I said the name. He went away and came back to say they don't have that in stock as it's a very old phone. I then showed him my confirmational messages and again went back to check, ponly to come back ten minutes later to say he doesn't have it. What was strange was that there was no apology, he simply said I don't know what to advise you. I tried to explain that I came to this store which is 10 miles from me as I needed the phone today. I could have had it delivered for me to collect from a local store within 1-2 days. Again he was unable to help.
I left the store frustrated and went to working, looking for a number. There wasn't a number that catered for queries regarding orders. I called a number but the options seemed to be for current PAYG customers. I went to the online chat, having been passed from agent to agent, 1 eventually told me I need to call 191 (I did mention that I was not a Vodafone customer yet). THe agent was unable to give me copy of transcript for my reccords.
I called the number again and having got through to technical support, I spoke to someone, only to be transferred to 3 different people explaing the situation each time I had the order cancelled. However they were unable to tell me when I would receive money back or give me a reference number. I placed another order to collect from a John Lewis store.
I had even went to the Twitter and messaged there, I received a voicemail from someone two days later at 6am to ask for security questions. I have since checked my credit account account and can see that they have done a credit check twice?
I was able to pick up the handset from John Lewis, it all went smoothly apart from being asked to provide proof of address. I did not understand why this was required. I had the payment card, proof of ID, order email etc.
I have since sent complaint letter requesting to be compsensated as a goodwill gesture for the additional time spent chasing them on all this stuff. My questions are:
1. Why do they do credit check for Pay As You Go phone? It was done twice as I ordered twice, this will look bad on my credit file
2. How long should I wait before I can see my refund
3. Has anyone else received poor service like this
I will probably not buy from then again, I ordered from them simply for the handset.