Order initially placed on 2nd December, payments, everything all set up fine, estimated delivery 5th December. Great 👍🏻
Nothing received, so did online chat through app on 10th December, told issue at the warehouse, but will be with you 48-72 hours. Ok 👍🏻
Nothing received, so phone call on 13th December. Sorry, your order was cancelled. Wait, what?!? No communication to inform me of this, but all resolved - delivery Tuesday 17th. Email and SMS confirmation received, and order now showing in app. Great 👍🏻
17th December - nothing received, and order disappeared from app. Hmmm 🤔 Online chat on 18th December. Issue at warehouse but will make a complaint and here’s £10 compensation. The complaint will prompt the warehouse to expedite delivery. Ok, not sure about this, so phoned as well. Yes, your package is ready to go, it will be with you on Friday or Saturday. Can I get written confirmation of this? No, I am unable to do that, so no email confirmation of order and no order showing in app.
19th December - used Yodel online chat to establish that they received the delivery instruction on the 16th (wait, what?!?) but that they have not yet received the package from VM.
I do understand that there has clearly been a major issue at ‘the warehouse’ and that this is causing issues, but the interactions I have had are, at best, fobbing me off, at worst, downright dishonest. I have zero confidence that I will receive my order by the weekend, and so face another lengthy phone conversation to try and resolve.
We have now been without internet and TV for nearly two weeks, and have been having to buy costly mobile data add-ons in order to keep doing what we need to do.
Annoyingly, VM is the best package for my home and my needs, however, at this stage I am seriously considering taking the extra inconvenience of having a new connection installed and going with another provider. As a new customer, I am absolutely appalled by the first impression that has been given.
I know I am not alone in experiencing these problems, and would just like some honest communication from VM to say ‘yes, your order will be there by…’ or ‘no, we are unable to fulfil your order at this time’.
