Refund

[mariapetre]

It seems I'm not the only one deeply disappointed by Vodafone & waiting for a refund.

I've tried everything from sending emails, calling almost every day, chatting online with advisers and nothing has happened, yet, so I'll just leave this here, hoping it will finally be resolved.

Maria: I'm an existing pay as you go customer
Maria: and I would like to change my phone
Cheryl: 

That is great! I'll be glad to assist you with this

Maria: the only issue is that my current phone is broken
Maria: and the lead time on Samsung J3 is 1-2 weeks
Cheryl: Let me check on this

Cheryl: Could you please share the post code with me?

Maria: sure, it's PO****
Cheryl: Thank you for your patience

Maria: that's alright
Cheryl: Yes, it seems that the delivery time is showing 1-2 weeks. However, that is the maximum time it would take. In 99% of the cases it takes 2-4 working days.
I also checked for the Samsung J3 (2016) which is available for pick up tomorrow.

Maria: if the 2016 is available for collection tomorrow, I'll go with that one, then
Cheryl: Awesome! Yes, it can be collected tomorrow itself or will be delivered within 1-2 working days whichever option suits you the best

Maria: that's not a problem, I can go and collect it
Cheryl: Perfect!

 Cheryl: Your order will be with you within 2-4 working days. We aim to deliver it as soon as possible and many times, by next day. You will be able to track your order at www.vodafone.co.uk/trackmyorder

Maria: thank you very much
Cheryl: Sorry for that. I forgot you selected store pick up

Maria: so I can go and collect it tomorrow, before 17:30 from the fareham store

Cheryl: Yes, absolutely

And another one:

Maitry: Hello, you're chatting with Maitry, one of Vodafone's online customer service specialists. 

Maria: I've ordered a new Samsung Galaxy J3 2016 on Sunday and one of your colleagues advised I could go on Monday - 11th September to collect it from the Fareham store
Maria: when I went there, your colleagues advised the phone hasn't arrived yet
Maria: long story short, they've had to cancel my existing order
Maria: in order to be able to give me one from their stock
Maria: and I've paid for it, again
Maria: I've just received an email form Vodafone saying that my phone has arrived - my initial order - I thought that was already canceled ?
Maria: and when can I expect the refund, please for the first order ?
Maitry: I do understand that your phone that was suppose to be cancelled wasn't cancel and you received an email saying that you are to receive the first handset.
Maitry: And you wish to check when can you get the refund of the first order.
Maria: Exactly 
Maitry: Let me check the account and help you with the same,

Maria: thank you
Maitry: Maria, when did you order the first handset?

Maitry: And also can you help me with the order reference number if you have one?

Maria: on Sunday, order no. WEB-*****
Maitry: Thank you.

Maitry: Maria, I can see that the handset has already arrived to the store.

Maitry: I would request you to collect the handset from the store.
Maitry: And after collecting it, please call on 03333040069 which is our dedicated returns team and they will collect the handset from your home.
Maitry: And once the handset collected and sent back to the warehouse, you will receive your refund as well.
Maitry: I am afraid as the order wasn't cancelled successfully and hence it got delivered,
Maria: i'm sorry this is not acceptable
Maitry: I am really very sorry for this.

Maria you get 30 days to do so.

Maitry: If you don't collect the handset, then the handset will be sent back, but I am afraid as the money wont be refunded.
Maitry: If you can just please visit and collect the handset and once you collect it, you just need to call on 03333040069 and the pick up will be arranged.
Maitry: Just collect the handset please.
Maitry: I have just checked this with the dedicated team.
Maitry: I have another resolution for you.

Maria, I will help you with the store number that you were to collect the handset from.

Maitry: Just call them and ask them to cancel that order now and then you will receive the refund within 7 days,

And another one:
Maria: I've made an online order which has been cancelled - WEB-*****
Maria: last week, on Monday
Abhishek: Really sorry to learn that.
Maria: I was told the refund will take 3 to 5 days
Maria: but I haven't received anything back
Abhishek: Please do not worry, let me check that for you and help you with.
Abhishek: Maria, I have checked your account and can see your order was canceled on 13 September 2017 and refund will be processed.

Usually it takes 5-7 working days. As it is 4 working days, you should receive your refund by tomorrow or day after.
Abhishek: Please do not worry, you should receive it within another 24-48 hours,

Maria: I understand, this is not what your colleagues from the store have advised - they said I will receive the refund by Friday last week and it's now Wednesday, and still nothing happened
Maria: I have also received different information from other online advisers
Maria: which proved to be wrong
Maria: like i have to go to the store and collect the phone and send it back
Maria: or filling out a form and signing it for the cancellation
Maria: or that i will receive the money back in 3 to 5 days
Abhishek: I can understand that. Really apologize for the miscommunication.
Abhishek: You will not need to do anything for this.
Maria: I've already called too many numbers and too many times, Abhishek
Maria: I've even sent an email to the store but haven't had a response back
Maria: I called them almost every day and they reject my call
Maria: it's just taking too much of my time to chase Vodafone for something that they have caused in the first place
Abhishek: Really sorry to learn that, Maria. This is not what we expect them to do.
Abhishek: Please do not worry, and there is no need to talk to store person.
Abhishek: 

You can directly call the sales helpline.

Abhishek: However, your refund will be processed by tomorrow or day after by max.
Abhishek: I am sure you will not need to wait after this time.
Abhishek: Would request you to please wait for another 24-48 hours.

The order was placed on Sunday 10th September and canceled on Monday, 11th September.

Today is Friday, 22nd September and nothing happened yet.

[BandOfBrothers]

Please do let the Social Media Team here catch up with your post and I'm sure that they will help you with this situation if they can @mariapetre

[John]

@mariapetre I'm sorry to hear of the experience you've received.
A refund can take 7-10 working days.
If you still haven't received your refund, or you'd like to discuss this further, I've sent you a private message with details on how to get in touch.