Vodafone UK - Richmond Arvostelua 

Our broadband went down for 4 days two weeks ago, and it's now been down again for over 48 hours. What's frustrating isn't just the outages themselves, but the support process afterward — each time, it's hours on the phone or in chat working through the same basic troubleshooting steps (rebooting the router, checking cables), regardless of the fact that it's a repeat issue with no clear root cause identified.

For a service we rely on daily, two significant outages in two weeks is not acceptable, and the lack of proactive escalation from Vodafone's side has meant the burden of pushing for a resolution has fallen entirely on us.

We've now raised a formal complaint and will be pursuing this through CISAS if it isn't resolved properly. Would recommend potential customers factor this into their decision.

Very positive experience, all the sales advisor were really patient, friendly and helpful.

My 8 month old iPhone 13 suddenly decided not to turn on even though it was fully charged. Apple in Regent St checked it out and concluded it was a faulty logic board for which they would charge £380 to replace and so it wouldn't be economical to repair it but buy a new one. Took it to Vodafone in Richmond where Hamza and a colleague put it on a wireless charger and lo! it came on! Actually Apple in Regent St did the same but the phone did not come on. So a BIG THANK YOU to Hamza and his colleague for saving me £380.

I’m very happy with the service at this Vodafone store. A special thank you to Uzeir and Hamza, who were extremely helpful, friendly and welcoming. They were both very patient and made the whole process easy for me. I’m really pleased with the service and the staff. Highly recommended!

Back In US with wrong PayGo voucher

Was visiting UK last month and stopped in the Richmond Vodafone/3 store to buy a voucher to top off my 3 network paygo sim. Rep was very pleasant and professional. However, when I returned to US and tried to top off 3 sim, realized I had been mistakenly given a Vodafone voucher when 3 didn't recognize the voucher number. As Vodafone doesn't provide direct-to-store email/contact info, have not been able to submit receipt details to remedy this -- but would very much appreciate a proper 3 voucher to replace the one I was erroneously given.

Updated:
Got a generic social media-like response from Vodafone which did not directly address my situation (can only contact them online as a Vodafone account customer so 'chat' was automatically shut down) --and this is particularly troubling as the specific actionable transaction information was submitted to them with the original review. All it would take to remedy this is for someone at the Richmond store to look up the transaction, and e-mailing me a 3 top-up voucher code to replace the Vodafone code I was erroneously given by rep. Again, there is no way provided by Vodafone to contact store directly aside from walking in.. and I'm now in US.
Down to 1 star until I get a proper response and solution.

Excellent customer service travelling to US all setting are good to go

I would like to leave a wonderful review for Zeb at Vodafone Richmond.

Although the store had already closed, Zeb noticed that I was looking for something and kindly let me in so he could help. My enquiry was only about a charging cable, but he still assisted me with such genuine enthusiasm, kindness and professionalism.

Of course, no one should ever expect staff to work after closing time, which is exactly why his gesture felt so exceptional. It is increasingly rare to meet someone who is so genuinely committed to helping a customer and who brings such positive, generous energy to the experience.

Vodafone is very lucky to have an employee like Zeb. Thank you again for your kindness and outstanding customer service.

Uzair and Ali were amazing help. After speaking to other competitors on the high street, they managed to give me a great deal and were so helpful and kind. Could not recommend them more. Thank you to Uzair and his team!

I walked into the Richmond branch to a smiling helpful young man by the name of Uzair. He was charming, helpful and extremely informative. I got a great mobile plan in no time at all. He was extremely fast and efficient. I highly recommend you see this employee of Vodafone. Thank you

I came into the store today and need some help understanding my plans. I spoke to Humzah and he was very clear, helpful and kind. He helped reduce my bills and really helped me get better deals for me and my family. His customer service was amazing. I highly recommend seeing Humzah.
Thank you.

I recently completed my Vodafone upgrade with Uzair, and the service was outstanding. Uzair is professional, knowledgeable, and made the whole process quick and straightforward.

What made the experience even better was that Uzair helped me with my last upgrade a few years ago, so it was great to see he still works for Vodafone. I remembered how excellent his service was back then, and this time was no different. He took the time to explain everything clearly and made sure I got the best option for my needs.

Excellent customer service from start to finish. Thanks again, Uzair—I wouldn’t hesitate to recommend you!

It is extremely frustrating dealing with Vodafone. The bot is poor. Too many times you have to repeat when entering things. When I selected the time for an engineer visit it wouldn't let me select the time. Poor functionality.
My internet is poor. It drops out frequently and does not deliver the 500mb that I am paying for. My 2 kids are doing exams and now we are without internet altogether at the worst possible time. We now have to wait a whole day for it to be checked. This is very stressful. I tried to make a complaint and the agent tries everything to stop me doing it. Agent refuses to tell me either an email address or a physical address for me to write a compliant. How is this legal? This is the fourth day within the first 2 months of switching. And now no connection at all. My family hate me for switching.

Pretty good experience in the shop. Might come back again for the service

Amo and Humzah were very helpful patient very polite providing face to face

Humzah was incredibly helpful, polite, patient and provided excellent customer service.

I was served by Amo and Humzah
Highly professional will highly recommended to my connections

Today I visited Vodafone store in Richmond, West London. I had a difficult experience with Vodafone's online service yesterday - it took 2 hours and I wasn't completely satisfied I had been given correct advice by agent. I visited the Richmond store today and was dealt with superbly in person by Humzah who managed to correct what had been done by the online agent. A big thumbs up for Humzah! Apparently it is common for store staff to have to sort out unsuitable advice given online.

Very helpful and speedy service.

The Vodafone team were great and Humzah was really helpful

Humzah and Uzir are very professional and so helpful.
A true lovely experience updating my phone.