Cannot arrange order return | No response to emails | Cannot reach customer support
I ordered a Samsung Freestyle Projector from Vodacom on the 30th of November 2022. It arrived on the 1st of December. I opened the product, tried it, and it did not work as I had hoped.
I submitted an email to arrange for an return on Friday the 2nd of December to ***. I received no response. (Ref EC-1ES2-28TNOO)
I submitted an email again on Monday the 5th of December to ***. I received no response. (Ref EC-1ES5-2U431F)
I have tried calling Vodacom, and despite my call being dropped nearly 5 times after explaining the situation, I eventually I reached a consultant that tried to help me. (This agent also dropped my call in the end, which is now why I have to resort to Hellopeter)
Vodacom cannot find my order number, ***. (despite me having an email with the order number from Vodacom and the product in my hands) Vodacom can find an order of an Alcatel router, which I have never ordered.
Can someone please assist with arranging for a return. This is absolutely not acceptable.
Helpful (0)
Replies (9)0
Replies (9)
Vodacom's replyOfficial
08 Dec 2022, 14:00 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply08 Dec 2022, 14:00
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
's updateReviewer Update
08 Dec 2022, 14:44I look forward to assistance.
I contacted Vodacom again @ 14:26 on the 8th of December 2022 on the provided number for after sales care: ***.
After speaking with a consultant and waiting for the "system to refresh" I was cut off once again. This has happened on every single phone call with Vodacom, without fail.
It is extremely frustrating. In the year 2022, it should not be this difficult to deal with a company.
I contacted Vodacom again @ 14:26 on the 8th of December 2022 on the provided number for after sales care: ***.
After speaking with a consultant and waiting for the "system to refresh" I was cut off once again. This has happened on every single phone call with Vodacom, without fail.
It is extremely frustrating. In the year 2022, it should not be this difficult to deal with a company.
's update08 Dec 2022, 14:44
Reviewer Update
I look forward to assistance.
I contacted Vodacom again @ 14:26 on the 8th of December 2022 on the provided number for after sales care: ***.
After speaking with a consultant and waiting for the "system to refresh" I was cut off once again. This has happened on every single phone call with Vodacom, without fail.
It is extremely frustrating. In the year 2022, it should not be this difficult to deal with a company.
I contacted Vodacom again @ 14:26 on the 8th of December 2022 on the provided number for after sales care: ***.
After speaking with a consultant and waiting for the "system to refresh" I was cut off once again. This has happened on every single phone call with Vodacom, without fail.
It is extremely frustrating. In the year 2022, it should not be this difficult to deal with a company.
's updateReviewer Update
09 Dec 2022, 11:03Please note that a consultant has not yet contacted me.
's update09 Dec 2022, 11:03
Reviewer Update
Please note that a consultant has not yet contacted me.
's updateReviewer Update
09 Dec 2022, 13:57Have been on hold with Vodacom 3 times today for more than 30minutes each time. Still no success.
's update09 Dec 2022, 13:57
Reviewer Update
Have been on hold with Vodacom 3 times today for more than 30minutes each time. Still no success.
's updateReviewer Update
09 Dec 2022, 14:27I got in hold with a consultant, after 45minutes, he told me that there is actually no number that I can call for returns and that I have to send an email to ***
This is the exact email to where I have now sent 4 emails with no response.
The matter was eventually escalated with Natalie, and I am now awaiting feedback from her.
This is the exact email to where I have now sent 4 emails with no response.
The matter was eventually escalated with Natalie, and I am now awaiting feedback from her.
's update09 Dec 2022, 14:27
Reviewer Update
I got in hold with a consultant, after 45minutes, he told me that there is actually no number that I can call for returns and that I have to send an email to ***
This is the exact email to where I have now sent 4 emails with no response.
The matter was eventually escalated with Natalie, and I am now awaiting feedback from her.
This is the exact email to where I have now sent 4 emails with no response.
The matter was eventually escalated with Natalie, and I am now awaiting feedback from her.
's updateReviewer Update
09 Dec 2022, 17:09Natalie promised that se would phone me within an hour. It is now after close of business and I suspect that I will not receive a phone call after all.
's update09 Dec 2022, 17:09
Reviewer Update
Natalie promised that se would phone me within an hour. It is now after close of business and I suspect that I will not receive a phone call after all.
's updateReviewer Update
10 Dec 2022, 12:43Today, I decided to drive to Vodaworld in Midrand to try and resolve the issue, after I have not received any support in the form of an email and/or phone call. Having to drive nearly 40minutes to go to the head office for an online order return is completely unacceptable service.
At Vodaworld, they could not find my order, despite me having the original hardcopy invoice and the entire email trail on hand. There are no managers or people with authority to assist me and it seems that I have reached a dead end, and Vodacom is washing their hands.
This is the worst online shop experience I’ve had to date. I do nót recommend purchasing any item on the Vodacom online store.
At Vodaworld, they could not find my order, despite me having the original hardcopy invoice and the entire email trail on hand. There are no managers or people with authority to assist me and it seems that I have reached a dead end, and Vodacom is washing their hands.
This is the worst online shop experience I’ve had to date. I do nót recommend purchasing any item on the Vodacom online store.
's update10 Dec 2022, 12:43
Reviewer Update
Today, I decided to drive to Vodaworld in Midrand to try and resolve the issue, after I have not received any support in the form of an email and/or phone call. Having to drive nearly 40minutes to go to the head office for an online order return is completely unacceptable service.
At Vodaworld, they could not find my order, despite me having the original hardcopy invoice and the entire email trail on hand. There are no managers or people with authority to assist me and it seems that I have reached a dead end, and Vodacom is washing their hands.
This is the worst online shop experience I’ve had to date. I do nót recommend purchasing any item on the Vodacom online store.
At Vodaworld, they could not find my order, despite me having the original hardcopy invoice and the entire email trail on hand. There are no managers or people with authority to assist me and it seems that I have reached a dead end, and Vodacom is washing their hands.
This is the worst online shop experience I’ve had to date. I do nót recommend purchasing any item on the Vodacom online store.
's updateReviewer Update
11 Dec 2022, 20:50Once again, the agents did not deliver on their promise of contacting me. I had no response from the person in charge at the eshop: Obby Mabhena, despite the matter being escalated at Vodaworld.
In the end, I decided to sell the projector on Facebook Marketplace at a loss. Losing money rather than having to deal with incompetence and a lack of service was the better deal in the end.
Thank you Vodacom for making my future online shopping decisions easy as I will not make use of your service again.
In the end, I decided to sell the projector on Facebook Marketplace at a loss. Losing money rather than having to deal with incompetence and a lack of service was the better deal in the end.
Thank you Vodacom for making my future online shopping decisions easy as I will not make use of your service again.
's update11 Dec 2022, 20:50
Reviewer Update
Once again, the agents did not deliver on their promise of contacting me. I had no response from the person in charge at the eshop: Obby Mabhena, despite the matter being escalated at Vodaworld.
In the end, I decided to sell the projector on Facebook Marketplace at a loss. Losing money rather than having to deal with incompetence and a lack of service was the better deal in the end.
Thank you Vodacom for making my future online shopping decisions easy as I will not make use of your service again.
In the end, I decided to sell the projector on Facebook Marketplace at a loss. Losing money rather than having to deal with incompetence and a lack of service was the better deal in the end.
Thank you Vodacom for making my future online shopping decisions easy as I will not make use of your service again.
's updateReviewer Update
12 Dec 2022, 14:05After 11 days, I received my first response from the eShop:
<***> wrote:
Afternoon
The order was delivered successfully
01 December 2022
06:36 OUT FOR DELIVERY IN Pretoria.
09:04 RAMMobile NonDelivery - .
15:25 RAMMobile Delivered - RECEIVED BY RUDOLPH ERASMUS.
15:25 DELIVERED, RECEIVED BY RUDOLPH ERASMUS.
19:24 POD RETURNED IN Pretoria.
Regards,
E-Shop
After numerous mails trying to RETURN the product, I have now been advised that the product has been delivered to me. I know its been delivered. The eshop did not bother to read my mail and apply their minds to understand that I am trying to book a RETURN.
The incompetence continues to astound.
<***> wrote:
Afternoon
The order was delivered successfully
01 December 2022
06:36 OUT FOR DELIVERY IN Pretoria.
09:04 RAMMobile NonDelivery - .
15:25 RAMMobile Delivered - RECEIVED BY RUDOLPH ERASMUS.
15:25 DELIVERED, RECEIVED BY RUDOLPH ERASMUS.
19:24 POD RETURNED IN Pretoria.
Regards,
E-Shop
After numerous mails trying to RETURN the product, I have now been advised that the product has been delivered to me. I know its been delivered. The eshop did not bother to read my mail and apply their minds to understand that I am trying to book a RETURN.
The incompetence continues to astound.
's update12 Dec 2022, 14:05
Reviewer Update
After 11 days, I received my first response from the eShop:
<***> wrote:
Afternoon
The order was delivered successfully
01 December 2022
06:36 OUT FOR DELIVERY IN Pretoria.
09:04 RAMMobile NonDelivery - .
15:25 RAMMobile Delivered - RECEIVED BY RUDOLPH ERASMUS.
15:25 DELIVERED, RECEIVED BY RUDOLPH ERASMUS.
19:24 POD RETURNED IN Pretoria.
Regards,
E-Shop
After numerous mails trying to RETURN the product, I have now been advised that the product has been delivered to me. I know its been delivered. The eshop did not bother to read my mail and apply their minds to understand that I am trying to book a RETURN.
The incompetence continues to astound.
<***> wrote:
Afternoon
The order was delivered successfully
01 December 2022
06:36 OUT FOR DELIVERY IN Pretoria.
09:04 RAMMobile NonDelivery - .
15:25 RAMMobile Delivered - RECEIVED BY RUDOLPH ERASMUS.
15:25 DELIVERED, RECEIVED BY RUDOLPH ERASMUS.
19:24 POD RETURNED IN Pretoria.
Regards,
E-Shop
After numerous mails trying to RETURN the product, I have now been advised that the product has been delivered to me. I know its been delivered. The eshop did not bother to read my mail and apply their minds to understand that I am trying to book a RETURN.
The incompetence continues to astound.