Missing returns pack for trade-in deal

[ginger_jansen]

I recently upgraded my phone and used a deal whereby I would get £15 my monthly charge provided I trade-in my old phone. I was advised to use the trade-in tool on the Vodafone app and once completed, a pack would be sent to me in which I can then return my old phone. They stated I had 2 weeks to trade-in my old phone from the day I receive my new phone, otherwise the deal would be void. I used the trade-in tool over a week ago now and received confirmation that I was eligible and a pack was on its way - it has yet to arrive. Conveniently for Vodafone, I now only have 6 days left to return my old phone and in light of the pandemic and delays to mail services, I suspect that this returns pack is not going to show up, and that I will lose out on a deal that will save me crucial pounds. 

I used their private messaging service only to be told that they cant help and I should ring a number - of course the number is busy every time I call it! 191 also hasnt been working - they keep putting the phone down on me before I manage to speak to anyone. Im furious. What should I do?

[CandsRH]

During today's online chat with Vodafone I was told to call them!

And then given several numbers, including one which didn't work.

Another hour wasted.

Once this contract is over Vodafone and my relationship will end forever.

[ayeshaiqbaloo]

Hi, did you ever manage to get this issue resolved? I’m having the same issue now. I’ve been with Vodafone since 2020 and I got my mum a phone from them. It’s the phone I’m trying to trade in so her monthly plan is slightly cheaper. But no returns pack received. I chatted with an advisor who told me that because of the pandemic it’ll be 14 WORKING DAYS for me to receive a returns pack to which I told him that cancels out the 2 weeks we get which means we lose out. 

I have never seen a company be so terrible at things like this and by reading the comments shared, it’s an ongoing issue since last year. I was given 3 numbers to use to ring the trade in team to “sort this out” and that I might be able to do the trade in in store for which I’ll probably have to head into town which is quite far for me but…

[CandsRH]

@ayeshaiqbaloo

Still trying to sort this out, I started in October.

I have been on somewhere in the region of 7 webchats, 3 phonecalls, several additional calls where I hung up after running out of time.

I also created a twitter account to chat there and was told to call them!

And I've run the trade in checks twice on the phone I wish to trade in.

I have been told the bags are taking longer to arrive several times, although I'm now been waiting for over 10 weeks.

I'm not sure what else to do...

[ayeshaiqbaloo]

At this point, you need to follow the complaints procedure because not even “the pandemic” would force someone to take 10 Weeks to deliver a simple returns pack. What the 

I’m definitely going to phone them up and give them a piece of my mind. This is unacceptable with the stupid responses and this happening to more than a few ppl 

[CandsRH]

I'll definitely be looking into the complaints procedure.

And once this contract is over I'll leave Vodafone.

[ginger_jansen]

I finally received a returns parcel a few days ago and managed to send my phone back. This has been a month after my new phone arriving and I've not seen a change to my bill. An operator was helpful via the Facebook chat service when I asked them to please put in writing that my bill wont be going up until I've returned the phone - they did and I took screenshots (as well as them attaching the chat to my account). Having that evidence did ease my mind. I really hope you receive yours soon! Perhaps try the Facebook chat if you haven't already done so. Good luck!

[carahandley]

you aint the only one...ive rang them 5 times, and had to do all checks 5 times..and still no return package, got to be at least 5 hours of my life on the phone waiting for them to answer, only to say sorry , but it will be sent out ..got a funny feeling EE will be getting my next contracts,

cara

[CandsRH]

Hello. Wondering if this was ever sorted out? I'm in the same situation, still waiting for a return bag, have contacted them 3 times on the chat where they claim they'll send me a return bag, and am still having no luck.

[CandsRH]

@cara

Any luck with Vodafone yet? I'm still waiting for a return package for my old phone, have already wasted so much time dealing with this.

[carahandley]

sorted once again over the phone, they did say it will take about 18 working day to get here, my reply ..i will ring you once again in 19 working days, that was another 1h40mins on the phone. i even asked to send recorded delivery so they know im not the numpty...18 working days for a return package..joke.

but they did say i could go into any vodafone shop and do it that way, i just said i will wait but i want all money owed from new contract to be sorted. i really cant see why they cant get this right..or are they saving money if you see what i mean. C