My contract with KPN expired, so I decided to switch providers and try Odido. I wanted to set up home internet, a mobile plan, and get a new phone.
The process ended up taking two months, without even finalizing. My orders kept getting canceled without any notification. After waiting a month for the phone, I finally called customer service, only to be told, "Oh yes, your order was canceled on the first day."
The reason, they said, was because "I’m not Dutch." As an EU citizen living permanently in the Netherlands, I was surprised by this restriction on phone deals. It took three separate orders with different customer service representatives just to place the order correctly. Eventually, I received a call saying my phone was ready for pickup.
However, when I arrived at the store, the employee told me that, without a Dutch ID, I couldn’t get the phone. Not only did the employee, while being incredibly rude, cancel my order without informing me, but I overheard him telling another employee, “Don’t help him,” referring to me. I felt extremely discriminated and awful.
After a one-hour call with customer service, I was told there was nothing they could do.
This was an awful experience at every step, and it never even reached completion. I decided to cancel everything. Odido is definitely not a professional company.
Save yourself a huge waste of time and stress—choose anyone but Odido.
Hi Mochi, welcome to our Community! I'm very sorry to hear this experience, and I'm sorry that my colleague made you feel this way. There are terms and conditions for buying a subscription with a phone. With a non-Dutch ID you can get a sim only subscription with us. You can also get a subscription with a phone as long as you pay the full amount of the phone credit at once. We are not allowed to offer a phone credit (Toestelkrediet). Was this the case in your order? My colleague in the shop should've informed you better on this matter, or at least communicated more with you about the options, before canceling your order. Do you have your order numbers for me? I'd love to check them.
Do you remember the exact date, time and the shop that you visited? I can definitely forward your feedback to the correct colleague and manager. I hope that this never happens again. I'm happy to help you still get your subscription with a phone. You can always call my colleagues from Telesales on 0800-0092. They can help you step by step to order it. And if you have questions about the terms and conditions, please let me know. I'm here for you!
Thank you for your help and explanation.
i am no longer interested in becoming a client of Odido, ever. But I would like to share the information about the shop and the colleague that was incredibly rude.
i received a phone call to pick up my phone, on Sunday, 10th of November. The shop I went to was Odido shop in Amsterdam, In Buikslotermeerplein. Address is Buikslotermeerplein 78, 1025 EW Amsterdam.
the colleague that was incredibly rude I didn’t see his name. The other colleague there was RayJay. That’s what it said on his nametag. He also didn’t have patience and didn’t really want to hear about my case.
i also find it funny that company has a policy for non-Dutch ID, and I know several cases of non-dutch ID Odido users who have phone credit with Odido. In fact, your customer service made a contract with me, with my non-Dutch ID, and even ordered the phone.
Good morning Mochi, you're very welcome! Thank you for sharing the information with me. I've forwarded it to that specific shop manager, and they will talk about it with the person concerned. Thank you for letting us know. I'm not sure what subscriptions and phone credits other people have or how they got it exactly. I don't know how my colleagues ordered your phone for you. I'm guessing there was a human mistake, and they did not think about (all) the rules. Again, my apologies for that. I hope everything goes well with your other provider, and for now, I wish you a great day!
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