Order delayed

[JayL84]

Hi, I placed an online order for a iPhone6 plus and an iPhone6 in early October and the online system said I would receive them by the end of October. I picked collect in store as I'm out almost throughout the week.

I didn't receive any update regarding my order until last week where I received an email saying the handsets are on their way to the store in Portsmouth (the one I picked). As I did't get any update since then I popped into the store today and I was told that they have not received anything as the store is going to be closed down! Vodafone have already taken the money to the equivalent of upfront cost out of my account and I still have not received the handsets or any news about what's happening. When I rang the customer care they gave me a consignment number and they would contact DPD on Monday and ring me back with an update. I'm quite worried about this whole thing and would be grateful if someone could help me out on this. Thanks.

[GojuSuzi]

If they gave you a consignment number, have you tracked this on www.DPD.co.uk yet? That should tell you if it was delivered, refused and returned to their warehouse, being held at a DPD depot, or where it actually is.

[JayL84]

Hi GojuSuzi,
Thank you for your reply.
I have tried tracking the order through DPD but it does not return anything.
I assume the consignment number they gave is a reference of Vodafone rather than a DPD tracking reference?

[Retired-Laura]

Hi @JayL84

I’m sorry to hear this.

So we can follow this up for you, please contact our Live help team.

Cheers,

Laura

[JayL84]

Hi @Laura, Thank you very much for your reply. I have been in touch with the Vodafone customer care team a number of times over the past three weeks to get this issue resolved. Unfortunately from my experience Vodafone people have no clue whatsoever about what has happened with my order. If I summarise the replies I received from them, they are as follows;

1. My order is yet to be delivered, this needed to be clarified with DPD (Vodafone tech guys said they would follow it up with DPD and would come back to me but no one got in touch with me as of today)

2. It was due to be delivered yesterday (18/11/2014). This would be confirmed by email/ sms (again, I'm waiting for them)

3. The order has been delivered to the store as it left the warehouse on 05/11/2014. (This guy gave me a contact number and the name of the store manager so that I can get this information confirmed, I rang up that number a hundred times and no one picked it up)

So, when I visited the store in Portsmouth I was told the store at 230, Commercial Street (which I selected for in store pickup) has closed down and the store I went to had not received anything for me.

Vodafone has already taken the upfront cost for the handsets from my account at the start of this month and now it's morethan half of the month has gone and I haven't received anything but I really have not had any proper help from Vodafone to resolve this problem.

I would be grateful if you could help me out on this.

Thanks.