Dear Odido Customer Care,
I am writing to formally register a serious complaint regarding a series of errors, miscommunications, and unauthorized financial charges that have resulted entirely from failures on the part of Odido — not from any action or omission on my part.
I require immediate resolution. I make clear from the outset: I do not owe Odido any outstanding amount, and I will not accept any further debits from my account.
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CHRONOLOGY OF EVENTS
1. First Order – 19 February 2026 (Order No. 501492082)
I placed an order via mobile.nl. The device was never delivered to me. I contacted customer care, clearly stated the device had not been received, and was advised to cancel the order and place a new one. This was acknowledged by your representative.
2. Second Order – 4 March 2026 (Order No. 501532932)
I placed a new order and opted for in-store pickup at the Odido Woensel shop. Upon collection, I informed the store employee that I had received a QR code to return a device I had never received (relating to Order 1). The employee noted this in the system and confirmed the matter would be handled.
3. Third Order – 14 March 2026 (In-store)
The device from Order 2 malfunctioned. I returned to the shop, where staff cancelled Order 2, created a new in-store order, and handed me a replacement device immediately. The employee confirmed that Order 2 was cancelled and that I would receive a DHL return QR code within hours.
4. No QR Code Received – Call on 19 March 2026
I never received the promised return QR code. When I called customer care on 19 March, I was informed — to my disbelief — that Orders 2 and 3 were both still active. I requested cancellation of Order 2. Instead, your representative cancelled all orders. When I called back to correct this, I was told nothing could be done and was asked to place a fourth order, which I firmly refused.
5. Unauthorized Double Debit
Despite the above, €46 was debited from my account on two separate occasions — once for each of the two active orders. A credit request was raised for the first debit, which to date has not been processed. No credit request has even been raised for the second debit, reportedly because the first is still pending.
6. Unresolved Device Return – 26 March 2026
I returned one device on 26 March 2026 via a drop-off machine. I have photographic evidence of this. The machine did not generate a receipt. I have received no confirmation from Odido that the return was registered.
7. Unjustified €200 Charge Threatened
I have now received an email threatening a charge of €200 for a device allegedly not returned. This is entirely unacceptable. The return was made in good faith; the failure to issue confirmation or a receipt lies squarely with Odido's own return infrastructure.
8. Second Device – Held Due to Odido's Own Failures
I still have a second device in my possession. Given the complete breakdown in Odido's order management, the absence of return QR codes, and the fact that a prior return went unconfirmed, I am not in a position to send this device back without a proper, tracked return method. I should not be penalised for exercising basic caution in response to Odido's disorganisation.
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SUMMARY OF ODIDO'S FAILURES
- A device was never delivered, yet proper cancellation and credit were not handled promptly
- Return QR codes were promised on multiple occasions and never sent
- Orders were mismanaged, left active incorrectly, and then cancelled in error
- €92 was debited from my account without justification
- A €200 penalty is being threatened for a return that was completed and evidenced
- No working return process has been provided for the second device
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DEMANDS
I formally request the following actions within 7 calendar days:
1. Full credit of both €46 debits (total: €92) to my account immediately
2. Immediate cancellation of the threatened €200 charge
3. Written confirmation that the device returned on 26 March 2026 has been received and registered
4. Provision of a proper tracked DHL return label for the second device currently in my possession
5. Written confirmation that my account shows a zero balance and no outstanding obligations
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I wish to be unambiguous: I do not owe Odido any money. Every issue in this matter — the failed deliveries, the uncancelled orders, the missing return codes, the unregistered return — is the result of failures within Odido's own processes and staff. I have acted in good faith at every step.
If the above demands are not met in full within 7 days, I will have no choice but to submit a formal complaint to the Autoriteit Consument & Markt (ACM), file a dispute with my bank, and instruct legal counsel to issue a formal notice to Odido.
I expect a prompt and substantive response.
Yours sincerely,
[Your Full Name]
[Your Account / Customer Number]
[Your Phone Number]
[Your Email Address]
