Vodafone UK - Bromley Glades Avis 

I ordered a new phone and screen protector to be collected at the Bromley branch. When I got there, one of their employees - Ben - checked my details and gave me my phone. I told him that I also ordered a screen protector for the phone as well. Ben checked my details and said that the SAFE screen protector A54 5G (220768) is not at the store and would be sent to my house for some reason? Even though I specifically ordered my items to be collected at the store as I am away from home and the text confirmation message I received after placing the order specified that my phone (and all of the other included items in the order) would be available to collect in the store, once the order is ready. The employee - Ben - told me that the computer he was working on did not give him a prompt to scan the screen protector and because of this he cannot release it to me. So I wasn't given a screen protector. Just a phone. Ben told me to contact customer service on my own, which is apparently the only way to resolve this issue. The Vodafone customer service phone number is an automated service which told me to go on the Vodafone website if I have issues with my delivery. Their help page and AI assistant TOBI was not working, so I could not ask for help via chat either. I had to call the complaints line - that was the only way to speak to an actual person at Vodafone. I spoke to a representative with their complaints team and had to spend over an hour on hold, going back and forth until I was able to get a refund for my screen protector which I will now have to buy with some other retailer. The complaints team wanted me to go back to the Bromley store to pick up the screen protector OR to cancel my entire order AND my phone (which I had already opened, unpacked and charged by this time) which I would also have to return to the Bromley store. Neither of those options was at all acceptable to me as I am staying in Sidcup and getting to Bromley is really inconvenient and time consuming. I took time out of my day to collect my order in person only to have missing items, and then I was expected to track down the missing items, cancel the missing items AND get a refund on my own. Neither of which was easy or straightforward. This was a horrible, atrocious experience. How can you mess up an in-store pick up to this degree. I am angry and frustrated.

I am so happy with the experience I had. I initially went to the Croydon branch and it was one of the worst experiences I have ever had. I started to question wether I wanted to continue with changing over to vodaphone until I decided to try one last time In Bromley. As soon as I stepped foot into the store I was approached by one of the managers Drae. He was very helpful and gave me all the information I needed when deciding what plan to have. As a new customer to vodaphone it’s very important for me to speak with someone who knows what they’re talking about and can give me the best advice so I can choose a plan that works for me. Drae was able to do this whilst the store was very busy and was still able to give me a 5 star service whilst multitasking with other customers. I was extremely impressed by the level of service I received. His team were also very helpful and remained very professional whilst creating a nice helpful environment . I’ve already recommended this store to my family and friends. I am confident with all the information I received and feel very happy to now be a vodaphone customer!