Wednesday, September 2nd we went to the Odido shop Buikslotermeerplein. Me and my wife are Odido clients for 8+ years, we have multiple sim + internet subscriptions, bought many phones from Odido. Her phone died, stopped to charge day before on September 1st, it was bought in April 2025 so it is still under the warranty. We came to the shop and asked for two things: 1st to take phone for the repair under the warranty, 2nd to replace eSim with real SIM card. After reviewing her account Odido’s employee said we need to turn off find my phone feature but unfortunately he anyway can’t send it to service due to ‘service program malfunction’ and offered to come back later. As for replacing sim card he has done it and said it should start work in 30 mins. We went home, sim card didn’t work after 30 min, 1 hour, 2 hours, I called customer service and they said that employee in the shop didn’t link sim card to the account so we have to go back. Then my wife went to the shop again alone with phone and sim card. Prior to that we removed iPhone from her apple account which is considered as ‘disabled find my phone’ by Apple and Odido. Suddenly another employee said that he can’t see the phone in the system, he wont take it for repair and she has to go the specifically the shop where this phone was purchased. My wife wasn’t agree and asked for a motivated written rejection as a proof. After that argument started and employee told her to leave, otherwise he would call the police. She said to call because was offended and felt really upset about the way how he spoke to her. Employee left and returned with security. Security guy removed my wife from the shop, refused to tell employees name and said that she is a threat. Nobody wanted to listen to her second ask about linking sim card to the account. So she came back home in tears after enormous stress she had to experience. Security guard said that employee was a main manager of the location. I was very upset to her this story and wish Odido could review this case and take appropriate action about how their employees are behaving with loyal 8+ years clients. Buikslotermeerplein managers were acting abnormal, rejected to explain things, referring to ‘broken software’ and were trying to avoid solving the problem, they were escalating situation apparently thinking that they are in power. They didn’t want to hear anything about customer protection laws and were arrogant.
More to that: next day we went to another shop Odido Gelderlandplein, the shop were the iPhone was originally purchased. The guy there also didn’t want to listen, were claiming that ‘find my phone’ is still active and therefore it can’t be sent to the repair shop. It took us another 30 min to actually deescalate and motivate him to try to solve the problem rather than arguing about who has what rights. The employee eventually managed to disable ‘find my phone’ feature himself and sent the phone for the repair but I had to listen to ‘— you’re being annoying’ ‘— I don’t want to talk to you anymore’ ‘— you can take to the court if you want I don’t care’ and so on. I honestly don’t understand why Odido employees talk to me in a such way, why the call me ‘bro’, why the ignore lawful asks and reject to understand the situation.
I don’t remember when was the last time I had to experience so much disrespect from anyone.
I wish that Odido can take it serious, review the situation, review their policies and take appropriate actions if necessary. We know our rights, we did read contract and all documentation about how warranty works. From the law standpoint Odido as a seller should carry their warranty obligations in a way which is as less inconvenient as possible to the client. Buikslotermeerplein’s employees not only rejected warranty claim without any significant reason but also couldn’t do basic service (replace the sim card) which is very unprofessional and not only cause emotional damage but also forced us to spend 2 days to solve the problem.
