VODAFONE - NORWICH, NO

2 months ago I took out a new contract with Vodafone Norwich after telling my old provider I was leaving, was all good when I ordered my phone in store as they gave me a deal and promised in store delivery. Service was good, until the phone arrived that’s when the 2 months of issues begun.

My SIM card was not activating for nearly a month, after going into store about 10 times only to be told the same story that my account was not activated properly that they will do ‘requests’ to get it done, they were very casual about such a major issue which isn’t really professional. After trying a second SIM, not surprisingly nothing worked. And money was taken out of my account despite my phone not being activated, now going against what I signed for. The first month came and still no working phone, so they went to get a new one but wanted me to pay another upfront cost! Which is ridiculous as I already paid upfront and that Vodafone as a company let me down for a month!

So I made the right decision to cancel my contract. So they put in yet another ‘request’ to send my refund over, and strangely refused to give me a receipt of refund. I went away with 2 reference numbers which I demanded and had to fight for. I got 1 refund out of 2 but Vodafone were not giving me my upfront! I went into store another 3 times for about an hour each for them to make a conclusion of… doing yet another ‘request’. Now a month after cancelling I was still waiting for my full refund, and Vodafone Norwich have now broken Trading Standards at this point and going over the 15 days in which they are given from the day of refund to give me my money back. After countless trips back and forth, they finally got my refund… by doing it in store which should have been done from the beginning instead of wasting my time and passing the issue to other employees! I must have spoken to each member, and not gotten anywhere. Even some trying to turn me away from the door and go online!!! Where is the customer service? Even going into store, a terrible system along with underwhelming customer service was not getting this issue sorted in good time.

I am not impressed with the overall customer service, and their poor behaviour towards a major issue which took just over 2 months to get sorted! Even speaking and seeing other people have issues with Vodafone and this branch, I will certainly not be returning and ensuring that my
friends, family and acquaintances do not use this provider and this store. Glad it’s now sorted, but it should not have taken this long.
I now left Vodafone without a phone or refund for 2 months, now wasting time looking for a new phone! Luckily got a much better deal from my current provider.

Went into the shop today to enquire if they did phone covers for my Samsung mobile which I have on contract from Vodaphone. No one to meet and greets,three men at the bottom of the store dealing with people and one at the top on the accessories counter.there was one other customer in the store and he was standing by the door. When an assistant became free I walked down to him only to be told that the man by the door was next,did'nt see any signs to tak a number,wait in queue at all.another lady customer came in and asked us what she had to do to get served. I don't expect to bejumpedon when entering your store but a bit of help would have been nice! We came away without making a purchase.

Literally couldn't believe the service I received today. Sim swap in five minutes on what was fast becoming the bane of my life. Professional and precise, no bull.....thanks to the vodafone assistant who lives in Watton! Top customer service and a friendly personality