Disappointed again

Dear Vodacom Management / Customer Experience Escalations,

I am writing to formally escalate my complaint regarding the continued poor service and unprofessional conduct I experienced at the Vodacom Vincent Park store.

I purchased and paid in full for a handset on 18 December 2025. I was advised by the consultant, Lulu, that the phone would take 2–3 working days to be available. Instead, I only received an SMS on 07 January 2026 instructing me to come and collect the device — an unreasonable delay with no prior communication or updates.

Upon receiving the SMS, I immediately went to the store. I walked directly to the back counter where Lulu, the same consultant who handled my original order, was present. This is the same consultant I had previously complained about for being on a personal call while on duty.

I greeted her politely. She deliberately ignored me and remained silent. Her attitude was clearly hostile and dismissive, seemingly because I had previously logged a complaint. I would like to ask: Is it not part of Vodacom’s customer service training to greet and acknowledge customers? I would appreciate being educated if this behavior is considered acceptable.

Another consultant, Sol, eventually assisted me. While I did receive the phone, the service was once again incomplete and unacceptable. I was not informed about the warranty, guarantee, or basic usage guidance, including charging instructions. No explanation was given at all.

This raises serious concerns about:

Staff attitude and professionalism

Lack of customer care training

Failure to communicate delays

Inability to handle even simple customer queries

Apparent lack of accountability at store level

I also want to know who the store manager is, as my previous complaints were clearly not addressed. Even a basic request for an update could not be handled properly.

I am requesting a formal response outlining:

What action is being taken regarding the conduct and attitude of the consultant Lulu

What corrective steps are being taken at Vodacom Vincent Park to prevent this behavior

Confirmation that this matter has been escalated to store and regional management

This entire experience has caused unnecessary inconvenience and frustration. Vodacom’s brand promises far better service than what I have received.

I expect this complaint to be taken seriously and addressed urgently.

Regards, Victor Mooi