Vodafone web order processing shambles

Jaxer

I ordered a Huawei G300 on the Vodafone website last weekend and got email and text acknowledgement saying I'd be updated when it was despatched.

My credit card company called me on the Sunday to verify it was a legitimate transaction which I confirmed so I know it cleared security.

I didn't hear anything further from Vodafone so on Wednesday I called them. It took 20 minutes of being passed from one person to the other to get through to someone who could access the web orders system. I was then told all orders for these phones were on hold - she didn't know why, but someone would be calling me to update me and I shouldn't order again.

An hour later, I got an automated email saying the order had been cancelled - no reason provided and nothing to say whether I should re-order or if it was going to go through the same problems.

So, now I don't have a replacement phone, I don't know if Vodafone would have done a credit check, and no explanation or communication as to why the order was rejected - and I don't really fancy spending another 30 minutes trying to get through to someone who probably wouldn't have a clue either.

More of an annoyance than anything else but how can such a big company operate like this??

Vodafone

Hi Jaxer,

It's disappointing to read about your experience here but thanks for making us aware of it.

In the event that you still need some assistance could you email us with your details, including your order reference number, via the Contact us form here quoting the code WRT135 - MSE Fao Lee in the subject line?

Once sent you'll receive an automated reply with a reference number. To ensure that it reaches us could you update the thread with this and we'll get back to you as soon as possible?

Kind regards,

Lee

Web Relations Team

Vodafone UK

fluffnutter

IME, if you get a call from your card provider asking you to confirm a transaction, you need to go back to the original company and ensure the order is being processed. The CC company won't contact Vodafone on your behalf to let them know they've authorised the payment.

This is what happened to me with John Lewis recently and I had to do some minor phoning around to make sure the order continued.