1 - 2 Days delivery? - still waiting a week later.

[markie061973]

So, I placed a order for a Vodafone Smart Platinum 7 handset last Thursday (20th April), after not receiving a order confirmation e-mail, I contacted customer services to be told that the agent I spoke to did not process the order, I was promised as a Gesture of Good Will that my new handset will be sent by courier and will be delivered on Saturday 22nd April by DPD between 8am and 1pm and that I will receive a confirmation e-mail and text confirming this, come Saturday NOTHING IS DELIVERED.

I contacted LiveChat on Saturday and was told that my order is still showing as open and is awaiting picking and also told that DPD don't deliver on Saturday (which is untrue as we have had deliveries from DPD on a Saturday before) but to wait until Monday when I should receive my order.

Guess what?, Monday comes and goes and still no handset - again back to live chat to be told again that my order is open and awaiting picking but to allow another couple of days, still not happy again another chat to be told that my order was cancelled and re-ordered and a offer of a £10 discount on my first bill was offered (nice but not much use without a phone...) and again asking me to wait another couple of days.

Yesterday, another LiveChat as I still had not received any confirmation e-mails and I was told that I will definately receive my order today Wednesday,26th April by DPD and again I will receive confirmation.

Still nothing as of today so another LiveChat only to be told that the order is still showing showing as open and awaiting processing and to allow another 24 - 48 hours, needless to say that my patience is wearing very thin and nobody at Vodafone can give me a straight answer as to what is actually happening with my order.

Great way to treat a brand new customer.

[wwhyte92]

@markie061973

I had a similar issue when I ordered my LG G5 last year. Though LiveChat is often the easiest way to contact Vodafone due to being able to have it open and do other things at the same time, I have found that generally when the staff on there say they have done something it won't have gone through correctly/at all and they don't have the thought process to contact you to let you know.

I would strongly advise calling Vodafone customer services and actually speaking to someone that way. It might take some waiting on hold which is always a pain, and is more of a disturbance/faff for  but you can always raise a formal complaint about that at a later date once the issue is finally sorted.

[BandOfBrothers]

Hi

That's not good at all !

If this was my situation I'd be asking customer services specifically if the phone is actually In Stock for delivery.  

[markie061973]

I have contacted Customer Services several times and they have confirmed that my handset is in stock, keep getting the same stories regarding delivery etc.

[BandOfBrothers]

OK.

Is the avenue of cancelling your online order and then visiting your most local Vodafone store to do this. 

Obviously asking in the store beforehand if they have it in. 

[AnnS]

Hi @markie061973

There should not be any problems with a Platinum 7 order, the most you should need to wait until despatch to your home address would be 1 to 2 working days.  Alternatively, there is always delivery to the store option with 1 to 2 working days.

As you are a new customer ordering last Thursday, there would have been the credit check to be processed and with the weekend, this may not have cleared until Monday.  As soon as the check cleared, the phone would be authorised for despatch.

Generally, when the phone is ready for despatch and delivery, you will receive an updated email with a tracking number, you will then be in a position to track delivery online.

The best way forward is to have a further live chat, with the order number they will be able to confirm if the credit check has been authorised and let you know when the phone will be out for delivery.

There is further information for you below.

When will I get my new phone?

How do I track my order?

[markie061973]

I have been told several times during telephone calls that I have passed the credit check, also my monthly credit limit was confirmed when the order was placed.

[markie061973]

So yesterday I received a e-mail confirming that my order was now going through normally and has been marked by management for urgent delivery for today, this was also confirmed by livechat that my order would be delivered today by DPD and I would receive a e-mail confirming delivery and tracking.

This morning I had not received a e-mail and decided to contact livechat to AGAIN confirm delivery, I was told the same story AGAIN that my order is being processed by the warehouse and is still schedualed for delivery on Saturday by this time by Royal Mail despite being told otherwise.

Come Saturday it will be 9 days since I placed the order, though I won't get my hopes up.

[ChazzD]

@markie061973

Sorry to hear of the trouble you've been having with your order.

I've sent you a private message with details on how to get in touch with our team so we can have a look what's going on.