Lying about dispatching orders

[WhyUlying4]

I have been waiting on my order since 15/11/2021. An order for which I was told the upfront device cost would not be taken until it was ready for dispatch, but here I am exactly a month later £200 lighter with no device. A month of waiting for my order, which was supposed to be next day; next day became 3-5 days; 3-5 days seems to mean we have no idea when it will actually arrive but ring us back in 3-5 days so we can tell you 3-5 days again. 

My problem is not much with the delayed order, but with the persistent lies and broken promises from Vodafone. This is obviously coming from the top, as clearly I am not the only customer being given the same excuses, social media is full of complaints. I do not blame the customer service advisors as what can they do other than peddle the same lines provided by their superiors. 

I would much rather be told the truth, such as we have delays due to covid or stock shortages - i would respect that and wait it out. But by far the worst feature of this whole saga is Vodafone not accepting their own faults and shifting the blame - this is a terrible trait. The blame has been shifted to DPD, as if Vodafone has all their affairs in order and it is simply DPDs fault for not picking up the orders from their warehouse. I am sorry but I was not promised timely deliver by DPD, it was Vodafone who made that promise, if DPD are not providing an adequate service to Vodafone then use another delivery service. I would also like to add that I have had a number of deliveries from arrive from DPD from other companies. So it doesn’t take a degree in Rocket science to work out it’s not all their fault. 

And please stop disrespecting customers by responding to them by advising them to check the order tracker. We are not stupid, we have checked the tracker, obviously it is not giving us any meaningful update otherwise we wouldn’t be contacting you. 

[davidleighanne1]

Exact same issue as me but i have been waiting since 25/11 absolute joke 

[wharfedale66]

Obviously this is certainly not good at all. What on earth happened to Voda's customer care?  I'm a returning customer from many years ago & to be fair back then they were brilliant (I am going back like 8 years tho)

As I placed a couple of days ago & after reading these really long and unacceptable delivery delays is concerning.  

If you dont mind may I ask are they taking any payment for your contract ? I would assume you should not paying anything until you receive your handset, however I did read a post somewhere where a customer claimed they hadn't received handset yet the Direct Debit payment was taken. If so, that absolutely shocking if true.

You obviously have more patience that me, but I can totally understand that you just want transparency & a truthful explanation as to what is going on. If it was me, in all honesty it would be escalated to cancellations (and i wouldn't be fobbed off with this "you cant cancel while awaiting dispatch" nonsense either)

Wish you all the best in getting this resolved & hopefully your order will be delivered asap

[Danevans]

I genuinely applied day before yesterday  recieved dispatch update yesterday and phone arrived today, its for the S21 Ultra perhaps its a stock issues with other handsets depending what you went for? 

In any case you should be updated as to the issue at the very least.

[MATT_LINTOTT86]

i ordered my pixel 6 27th november still havent got it dpd tracking just says order confirmed, there website says delivered 2-4 days so not sure how 3 weeks equals 2-4 days

[WhyUlying4]

I have been waiting for my order since 15/11/2021. On the 8th time of contacting and being told it would be arriving in 3-4 days I lost patience and cancelled it. Only to be told it is “at the point on no return” and cannot be cancelled. I have to return it once the item is received.

So let me get this clear, I paid an upfront fee of £199 for a product. Vodafone can’t provide that product, and can’t cancel my order and refund me because at some unknown point in the future they are going to finally dispatch it.

I cannot see how it is legal to hold customers to ransom like this. My rights under Consumer rights act have been breached multiple times over. And nobody is doing anything about it. The customer services advisors can’t do anything except promise it will arrive in 3-4 days repeatedly and clearly the staff on here don’t care as my last post on here received no response from Vodafone.

[WelshPaul]

If you paid by Visa or credit card then raise a chargeback through your card provider? 

[BandOfBrothers]

I totally understand and appreciate your unimpressed at this situation ,and have had enough @WhyUlying4 

They can only cancel at a certain stage and if it's past that then it's as you've been advised. 

The Vodafone Social Media Team's can't help via your post here are there is no account access.

Once they reach your post here they'd suggest to contact them via Facebook or Twitter DM as they do have access to accounts that route.

Contact-us-for-account-specific-queries. 

I wish you all the best with this. 

[wharfedale66]

If you do wish to cancel, quite frankly I would ignore anything the customer service advise you. Infact I would cut off communication via telephone. live chat, social media etc..

I would simply write a cancellation notice & send it recorded delivery to Vodafone's HQ (or the address for cancellations) as the receipt of your cancellation is then recorded as received.

Then proceed to make a formal complaint via (its completely free btw) Resolver here

That way all communication is within Resolver, no frustrations or misinformation by speaking to various people within different departments of vodafone - everything can be escalated within Resolver & Vodafone have a time frame in which they must respond & remedy the situation.

Obviously any serious breaches or escalations can also be referred to the appropriate regulatory body like Ofcom / Ombudsman also etc via Resolver. 

Honestly it will save you a lot of frustrations & headaches & if I'm honest (from my past experiences anyway with Resolver) you are usually dealt with by the Executives Office or Compliance Departments and things get sorted out without further unnecessary frustration.

[WhyUlying4]

Brilliant thanks for the advice. Will get on that.