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I am writing to express my extreme frustration with the unacceptable experience I have had while trying to purchase two Pixel 9 Pro 256GB phones to add to the SIM-only subscriptions, my wife and I have with Odido since April.

 

To provide some context, our ordeal began in August when we attempted to add these phones to our existing subscriptions during a promotion for the 256GB version. After several hours on the phone with customer support, we were told a new subscription would be initiated upon pickup, and the phones would be available from September 9th. Despite informing your team that I would be out of the country until September 19th, I was assured this would not be an issue.

 

However, on September 11th, my wife went to pick up her phone to try and see if they had arrived and the SMS didn't arrive, she was informed that neither phone had arrived. On September 19th, when we visited the store again, we learned that both phones had arrived but were returned without any communication from Odido. I was further informed that our orders had been canceled (without our consent) and that I would need to reorder the phones, which would be delivered in November and that no Gray or White phones are available anymore.

 

Following this, I contacted customer service again, only to be told that I would need to travel to different cities (Rotterdam and Almere) to pick up the phones. After wasting more of my time and fuel to visit both locations, neither store had the phones in stock despite being told otherwise.

 

At this point, I was left with no option but to settle for ordering two black Pixel 9 Pro phones in-store, as I was told that this was the only color available for the 256GB version. Shockingly, my wife’s order went through, but I was once again told that I could not add a phone to my subscription.

 

The level of incompetence and lack of communication in handling what should have been a straightforward process is beyond comprehension. I have spent countless hours on the phone, driven between cities, and visited your stores multiple times—all while encountering constant roadblocks.

To add to my frustrations, I've already sold what was my current phone, the only reason I'm able to have a phone is because a friend loaned me one. 

To be clear, this is what I expect from Odido after jerking me around so much

 

1. Provide both my wife and I with the originally requested Pixel 9 Pro 256GB phones (Gray for me, White for her) without any further delays.

 

2. Ensure that my subscription is updated so that I can finally add a phone to it without issue.

 

If a satisfactory solution is not provided, I will have no choice but to terminate our subscriptions and switch to another provider. My patience has been exhausted, and I need a clear and immediate resolution. And I don't think I will be having any trouble given that for some reason my subscription is not what I ordered and signed (SIM only subscriptions, which I can prove, so Odido is basically enforcing me into a type of contract I didn't agree to)

I think your claim that this is a scam is overrated. It is more just a bad service.

I think your claim that this is a scam is overrated. It is more just a bad service.

I believe you meant “overreaction,” but I would argue that you're being overly optimistic. Yes, it could be poor service, but if you look at it from a different perspective, it raises some serious concerns.

Here’s why: they locked us into a subscription for two years that, despite their promises, cannot even add a phone to it—something we never agreed to. We didn’t buy a phone with them initially, so this restriction shouldn't exist. They convinced me to place an order during a limited-time promotion, where I could have easily purchased the phones from any other retailer. However, they canceled those orders without my consent after the promotion period ended. Now, I’m left having to get the phones through Odido if I want the "advantage" price, and to this day I'm not able to place an order again, so I might easily end up having to pay full price, and most certainly at a later date—without even being able to get the colors I originally wanted.

When a company puts you in a position where you’re forced to pay more or wait longer, after canceling orders you never asked to be canceled, it starts to feel more deliberate than just bad service.

Hi daartv, welcome to our Community! I'm very sorry to hear that your order process wasn't as smooth as it should be. I think there has been a lot of mis communication as well as lack of clear communication from my colleagues from customer support. Did you order the phones via our website and did you call customer service after? Or did you call our Sales department? If you choose to pick up your phone in the shop. My colleagues from the shop will send you an SMS once the phone is ready for pick up, so you wouldn't have to go to the shop for nothing. If the phone has been there for more then 7 days without any form of contact, the phone will be send back, because the shop can is only allowed to safe the phone for a short period of time. This might have been the reason for cancellation. 

Did my colleague tell you that the phone that you wanted was in stock in Rotterdam and Almere? If yes, I'm so sorry to hear that it was not the case. My colleague should've double checked with the store and put more effort in saving the phones for you. Let's see what we can do now:

The Google Pixel 9 Pro 256 GB is indeed only available in Black. We can't deliver the White or Grey versions anymore. I see that my colleague Manouk already forwarded a case to our technical team to make use of Toestelflexibiliteit. For now, we will have to wait for them to fix your account so you will be able to order a(nother) phone with your subscription. Your case number is 73221973. I hope they will get to your case soon, but their response time at the moment is 13 days. It could always be quicker, and they will contact you as soon as they fixed it for you. Please let me know once they've contacted you, and what you would like to do. I'm here for you.

Hi daartv, welcome to our Community! I'm very sorry to hear that your order process wasn't as smooth as it should be. I think there has been a lot of mis communication as well as lack of clear communication from my colleagues from customer support. Did you order the phones via our website and did you call customer service after? Or did you call our Sales department? If you choose to pick up your phone in the shop. My colleagues from the shop will send you an SMS once the phone is ready for pick up, so you wouldn't have to go to the shop for nothing. If the phone has been there for more then 7 days without any form of contact, the phone will be send back, because the shop can is only allowed to safe the phone for a short period of time. This might have been the reason for cancellation. 

Did my colleague tell you that the phone that you wanted was in stock in Rotterdam and Almere? If yes, I'm so sorry to hear that it was not the case. My colleague should've double checked with the store and put more effort in saving the phones for you. Let's see what we can do now:

The Google Pixel 9 Pro 256 GB is indeed only available in Black. We can't deliver the White or Grey versions anymore. I see that my colleague Manouk already forwarded a case to our technical team to make use of Toestelflexibiliteit. For now, we will have to wait for them to fix your account so you will be able to order a(nother) phone with your subscription. Your case number is 73221973. I hope they will get to your case soon, but their response time at the moment is 13 days. It could always be quicker, and they will contact you as soon as they fixed it for you. Please let me know once they've contacted you, and what you would like to do. I'm here for you.

The timeline is like this for our attempts to purchase two Google Pixel 9 Pros:

  • Called Customer Support to tell them I couldn't add a phone to my subscription in AUGUST and was told a ticket was created for this
  • Called again a few days later and explained that I didn't want to miss the promotion, I think it was the sales department who was able to order the phone (order number: 219065018) and told me that they would make sure the store would hold it for me until I got back on September 19th
  • My wife, after not receiving any messages for my order or hers, went on September 12th to the store to see if the phones had arrived just in case, she was told that they weren't.
  • On September 19th we again visited the store, no SMS, no email, no call, but we were back from holidays so figured we'd check, the employees told us that our orders had been canceled because the phones arrived and we never picked them up, and they return them after a few days for security protocols, and they are unable to order white or gray phones because those are "not being made anymore"
  • We called customer support once again because when we got home, they told us that there was nothing they could do for us, but that there was one white phone in Rotterdam and one gray one in Almere with 256gb, we drove to both places and no phone is there or has been according to the employees
  • I'm still unable to add a phone to my subscription, I've given up on being able to have the promotion price or the color I want, but I can't even get it in black or full price, so I complain again through FB messenger, and I get the lovely news that no ticket had been created and that a new one would be created.

    So you see how at every single step of this journey I've encountered incompetence at best and at worst, complete malice and greed to push me to buy a phone in a color I don't want at a price that wasn't what I originally could have gotten.

    I was able to secure an order for the phone I wanted at the price I wanted, but that order was canceled without informing me or asking for my consent, later I was told I could buy the phones at certain stores, and again, I was misled, and finally, I'm not able to add any phone to my subscription STILL after the ticket was supposedly created back in August, but it turns out it wasn't and I have to wait once more, so you'll see how when I'm told I have to wait 13 days I don't feel entirely sure that the ticket is created in the first place

I am trying to order through Belsimpel, and Odido still hasn't fixed my subscription so I can't even do that in peace…
"Bad service" doesn't even begin to cover this.

@Marciano van Odido Can Odido please stop making me lose opportunities to buy my phone?

Hi @daartv , I am extremely sorry that our service has not been what you might have expected. I can very well imagine that you would have liked it to be different and, frankly, so would I! For now, I can guarantee you that the ticket has gone through properly. I have just checked it again for you. Before October 6 you will hear from the technical department, they will discuss the outcome and solution with you! For now, I must ask you to wait and see. Had I been able to solve it myself, I would have done so of course! 🍀

Hi @daartv , I am extremely sorry that our service has not been what you might have expected. I can very well imagine that you would have liked it to be different and, frankly, so would I! For now, I can guarantee you that the ticket has gone through properly. I have just checked it again for you. Before October 6 you will hear from the technical department, they will discuss the outcome and solution with you! For now, I must ask you to wait and see. Had I been able to solve it myself, I would have done so of course! 🍀

Hello Anouk, thank you for the information

Could I ask why the title of this post was changed? That was not the title I gave this post.

Hi Daartv, it's our job to moderate titles to be short, findable and give a clear summary of what a topic is about. 

So, 13 days have passed and yet, I don't have a response, could you assist me on terminating my contract?

Hi Daartv, I hope you had a good weekend. I see that you spoke to my colleague Anouk on Saturday and that she already requested contract termination, that should happen today!

Indeed, but Odido isn't getting off that easy, I'll still wait for you to contact me about compensation for my troubles 😉

Good morning, I’d love to offer you a one-time 100% compensation on your monthly invoice of € 37,50, for your trip to our Shop in Almere. This credit will be processed with your next invoice, so you won't have to worry about your next invoice. I hope you're happy with this. Please let me know if you have any other questions!

Hello Marciano!

Thanks, I appreciate it, is this the only compensation being offered? How about the 300+ euros I could have saved if I had been allowed to add a phone to my subscription while there was a promotion OR allowed me to change providers when the promotion was running in other stores?

Thanks!

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