Vodafone UK - Hammersmith Arvostelua 

Extremely helpful staff.
Shamir and Ali @ the Hammersmith store were great!!!

Michael has been very helpful in explaining the issue I encountered and help me identify the best next steps to solve the issue.

i was a pay as you go customer and I got a better deal in the shop in Hammersmith.

Michael is Fantastic! and gave me a good deal for the Unlimited dAta package.

Really helpful service from Shamir…. Helped her my broadband set up

Shamir was extremely patient , knowledgeable and efficient.
I came out paying less for more !

Michael help me create an contract and i'm happy to move my Lyca mobile to Vdoafone.

Shamir was amazing and helped me transfer my data across to my new phone

I have deep concern and frustration regarding the recent experience my family and I had with the Vodafone service. My relation, who suffers from Alzheimer's disease and is prone to seizures, relies heavily on his mobile phone to contact emergency services. Despite this, we have faced repeated obstacles in our attempts to have his SIM card reconnected.

My relation visited the Vodapone Hammersmith store with valid identification, seeking to have his SIM card reconnected. He was informed that the reconnection could only be done through the online chat with a technician. Despite the urgency of the situation, this critical need was dismissed, and he was sent away without assistance.

Following this, a family member visited the Richmond Vodafone store, only to be told the same thing: the SIM card could not be reconnected in-store and the online chat was the only option. This runaround not only wasted valuable time but also left my relation without the essential service he needs for his safety.

On our third attempt, we used the online chat option as directed, but to our dismay, we were told once again to visit a store for assistance. This contradictory and inefficient handling of our request has caused considerable distress and put my relation at great risk.

During our interaction, we spoke with a customer service advisor named Raman and a manager named Harpreet Kaur. Despite explaining the critical nature of our request and the vulnerability of the customer involved, no effective action was taken to resolve the issue.

I urge Vodafone to address this matter immediately. My relation urgently needs his SIM card reconnected to ensure he can access emergency services when necessary. Your current process is not only inadequate but also dangerous for vulnerable customers who depend on reliable mobile service for their safety.

I hope Vodafone provide a prompt and effective resolution to this issue. Additionally, I request that they review their procedures to ensure that other vulnerable customers do not face similar obstacles in the future.

I have been a loyal Vodafone customer for over 10 years. Recently, my broadband contract ended, and Vodafone offered me a competitive rate on a new contract if I added a new mobile SIM to my order. I agreed and signed up for both a new broadband plan and a new SIM plan.

Following Vodafone customer service's instructions, I visited the specified retail store in Hammersith on Friday, May 30, 2024, to collect my new SIM card. The representative informed me that it would take one day for my old number to be ported over to Vodafone, meaning my phone services would be inactive until the following Monday. As a result, the SIM card was not switched, and I was advised to return on Monday to replace my old SIM card with the new Vodafone SIM.

I couldn't make it on Monday, so I went back to the store on Tuesday. When I arrived, three Vodafone employees were assisting other customers, so I waited. When Ali, whom I later learned was the store manager, attended to me, his behavior was shocking.

Ali acted confused about my request, which was simply a 'SIM swap.' After rudely asking me, "Do you want me to serve you or not?" I questioned his unprofessional conduct, asking if he thought I had come to the store to be treated unprofessionally. He then walked away and refused to serve me, retreating to the back of the store.

In utter shock, I asked the other two representatives for assistance. Isa responded, "That's my manager," implying that if Ali wouldn't serve me, neither would he. The last representative, Omar, told me I would have to wait my turn as he was with a customer.

Before seeking help from the other two, I considered calling Vodafone Customer Service to report my experience but realized I couldn't because I had no phone service. I was at their mercy!

I waited for Omar to finish with his customer. Although he eventually helped me, his attitude was standoffish and made me uncomfortable. Omar asked for my ID, which I provided, and took it to the back of the store where Ali was hiding. This made me feel threatened and vulnerable, as I didn't know what they were doing with my personal information. As a 60-year-old widow, this was particularly distressing.

When Omar returned, he continued to help me with the new SIM card but maintained an unprofessional demeanor. He threw the SIM card on the desk and expected me to install it myself. I had to ask him to insert the SIM card into my phone, noting that his colleague on Thursday was going to do it for me. Omar reluctantly complied.

After leaving the store, I immediately called Vodafone Customer Service. They apologized for their colleagues' behavior and offered me £10 as a goodwill gesture.

While I appreciate the apology and gesture, I cannot regain the dignity and respect I lost during this ordeal. That is priceless.

I am perplexed as to how Ali became a manager if he cannot understand a simple SIM swap. Because I didn't use Vodafone's internal term, 'SIM swap,' he couldn't serve me appropriately or treat me with the respect I deserve.

I am appalled by the behavior of all three customer service representatives.

The above experience has left me with a very bad taste in my mouth, and I am now considering switching to BT.

Issa has given great customer service I applied for a SIM card but was refused. He helped me with applying for prepaid SIM card as I’m new to the country. Thanks

Unbelievable! Essa was the best. Very helpful and polite. Made our experience seamless. Essa is the reason why I will stay with vodaphone for life!

Excellent Customer service after 1 month of struggle

Great customer service, Shamir Hammersmith Branch..

Thank you so much

Omar was very helpful and has great patience

I had a lovely experience today with Shamir, who organised a great contract deal for me.
Friendly helping great sense of humour.
Thank you Shamir 😊

Shamir was very helpful and put me on a better plan for my needs.

Excellent and quick service when my old phone finally gave up.

Shamir was Amazing

Manal (& Ali) we’re both very helpful and knowledgeable hence 5 star experience!