Terrible Vodafone Experience - Help needed

FredG

Had a terrible customer service encounter with Vodafone and I have no knowledge of how I should escalate it, I was wondering if the wonderful community here could help me out with an email address I can send a copy of the disgusting Online Chat Transcript to.

To cut a long story short, I ordered an iPhone 6 via an upgrade on Saturday over the telephone. The gent I spoke to arranged delivery to the nearest store to my office in Worcester. All going well so far, I chose the store delivery for a very specific reason as you will now discover.


I spent 45 minutes between two Vodafone shops today, every advisor at a loss as to what had happened to this handset. I decided to try a Livechat upon my return to the office, fully explaining the reason I could not go back to the address to collect the device. I had to abruptly leave the property on the delivery address due to being at risk of further domestic abuse.


After hearing of my plight the first member of staff attempted to change the delivery. He was not able. I asked him to cancel the delivery. He was not able. I was going to “have to collect the device” from an address where I risked being attacked.


I was then escalated to a manager called Ian who was spectacularly inept and lacked any empathy. He again reiterated that I could send the device back to cancel the contract….after I picked it up from the address it was delivered to.

As you can appreciate, I am stressed to the eyeballs and incredibly angry.I don’t know the rules about posting a transcript but it’s something to behold.Can anyone help me with an email address for someone in power who could sort this for me?

Sorry for the formatting - was a copy and paste job!

Silk

What do you mean by domestic abuse?
Was this from a member of staff?

You could just cancel the order

FredG

Silk wrote: »

What do you mean by domestic abuse?
Was this from a member of staff?

You could just cancel the order

They are refusing to cancel the order until I send the phone back.

Unfortunately they are mistakenly delivering the phone to an address I have had to move out of quickly due to abuse issues. Their customer service advice is to go to the address and get the phone, something I for quite obvious reasons cannot do.

Silk

If the phone is still in one of their stores and not in your possession they have to accept cancellation.

I'm still confused though, has it been delivered to a store or a private address?

Silk

FredG wrote: »

They are refusing to cancel the order until I send the phone back.

Unfortunately they are mistakenly delivering the phone to an address I have had to move out of quickly due to abuse issues. Their customer service advice is to go to the address and get the phone, something I for quite obvious reasons cannot do.

Sorry just reread and realised what you mean.
You have the right to cancel the order which they have to accept and process.
You have to return the phone within reasonable time. As it is their fault it would be best to instruct them to arrange collection.

FredG

Silk wrote: »

Sorry just reread and realised what you mean.
You have the right to cancel the order which they have to accept and process.
You have to return the phone within reasonable time. As it is their fault it would be best to instruct them to arrange collection.

They have already refused to collect. I knew I was well within my rights with what I was asking but Customer Service were shockingly unresponsive.

A better contact would be amazing if anyone's got an email address. Need this transcript escalated.

Silk

FredG wrote: »

They have already refused to collect. I knew I was well within my rights with what I was asking but Customer Service were shockingly unresponsive.

A better contact would be amazing if anyone's got an email address. Need this transcript escalated.

The best bet is to contact the rep on here using the info on this post for instance
http://forums.moneysavingexpert.com/showpost.php?p=66903666&postcount=2705


Meanwhile exercise your rights and cancel the order and tell them to collect it at their expense which cannot be refused due to Distance Selling Regulations or Consumer Contracts Regulations as they are now called

FredG

Thanks so much for the help Silk.

FredG

Still no response from Vodafone customer service on this...any alternative avenues I can take?

Silk

FredG wrote: »

Still no response from Vodafone customer service on this...any alternative avenues I can take?

You will have got an automated reply with ref. number so post it on the thread then the rep can find it easily

FredG

#8477651 is the reference.