poor customer service

Urgent follow‑up on phone order from 18 December 2025 – unacceptable service, escalation

Dear Vodacom Vincent Park management / Retail Customer Escalation Team,

I am writing to formally follow up on my phone order placed on 18 December 2025, for which I paid in full at the store. I was promised delivery within 3–5 days, yet I am still waiting for the device with no communication or update from your side.

What has made this situation even more unacceptable is the treatment I have received at the store:

I was questioned repeatedly by a staff member at reception, being asked who assisted me and the race of that person. This line of questioning is inappropriate and has left me feeling disrespected.

I have been sent around for answers that the store staff should be providing directly.

There has been no proactive communication from Vodacom despite the original promise to keep me informed.

Because of the ongoing delay and the poor attitude and service, I must insist on an immediate resolution. I am prepared to take this matter further, including referring it to the ombudsman, if it is not resolved swiftly.

Therefore, I need, as a minimum:

A clear, written status update on my phone order today, including the exact reason for the delay.

A firm delivery or collection date within the next 24–48 hours, or confirmation that the order will be cancelled and a full refund processed without further delay.

Please treat this as urgent and respond without delay. I expect a reply by close of business today or by tomorrow morning at the latest.

Thank you for your prompt attention to resolving this matter.

Kind regards, Victor Mooi ***