Is Vodafone sale a sham!! (S5 for £289)

[London1234]

Is Vodafone sale a sham!!

Samsung S5 for sale at £289 advertised on vodafone website.

Ordered online c3-Jan-2015. Money deducted from my account and got email confirmation for delivery on 7th Jan. Haven't received the phone yet (13-Jan).

Spent nearly 3 hours at multiple occasions with online chat + tel and vodafone is forcing me to take a refund as they can't deliver.

Few facts:

- DPD website (track your parcel) says they tried to deliver on 6th but delivery was refused (no note was left at my mailbox, and delivery was confirmed to me by email to be on 7 Jan). 

-  Customer service resopnse: sorry there was no address (only account number) given by vodafone to DPD so they couldn't deliver (bear in mind i gave delivery addres but vodafone failed to pass it on to DPD). DPD returned phone to vodafone warehouse and it can't be redelivered because it's in warehouse now (??). Vodafone offered refund, which I refused. They can't raise a new order. I need phone.

- Escalated to vodafone manager twice, who were supposed to call me within 48hrs but no body called back. 

- I called again and same story. Finally without telling me they transferred the call to refunds team. 

- Very rude customer service. Call transferred to multiple teams and I had to repeat story from scratch atleast 10 times.

My point remains, I ordered a phone, gave the correct address, was at home at delivery date but vodafone is not willing to send phone to me. They can only offer refund. Does it look like a sham!!

[London1234]

Hi Jenny,

Thanks for picking this up. 

I just need the phone I ordered and paid, and not the refund. Can you please clarify the process to get it?

I have already contacted vodafone multiple times via chat, phone, in store but all are offering refund and no one is willing to send the phone. 

Regards

[London1234]

Jenny, 

As you suggested, I have sent you all the information via the link in your post.

Thanks

[Retired-Laura]

Hi @London1234

Thanks for the update.

If you can let us know the reference number [9xxxxxx] that came back via the auto reply, we can check that we’ve received your email.

Cheers,

Laura

[London1234]

Hi Laura (@Laura), 

Reference number is 9176206

Thanks

[London1234]

Laura (@Laura), 

Here is the summary of the formal response I got from Vodafone based on this eforum thread - we understand it was undelivered and went back warehouse. It can't be redelivered. We will arrange a refund and please re-order a new phone from the vast selection available on our website.

No reason given. They didn't acknowledge that it was their fault and no apologies.

Basically two fingers to the buyer. 

Laura – where is my phone which I have fully paid upfront? If delivery failed due to miscommunication between DPD and Vodafone, then why it's my problem. As people pointed out in this forum, my contract is with Vodafone and not DPD. 

[Jenny]

Hi @London1234

Please reply to the email and we can look into this further.

Thanks,

Jenny

[London1234]

I have replied to the email sent to me by vodafone